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How do I log in?
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If you have an online account, you can log in using the link at the top of our home page. You’ll need your user ID, password and memorable details.
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How do I view my balance?
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Online accounts
When you log in to your online account you'll find the details you'll need including your interest rate, product type and balance. If you also have a postal account, you’ll be able to see details for this too.
To view this information, go to the 'Account Summary' screen and select 'Account Options' followed by 'Account Details' and you'll find full details of your account.
Postal accounts
If you have a postal account, we’ll write to you with a statement each month there is activity on your account. Or you can write to us at the address found on the contact us page and we’ll let you know the balance of your account. Please remember to include your account number and signature every time you write to us.
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What is the current interest rate on my account?
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Online accounts
When you log in to your account you'll find all the details you'll need including your interest rate, product type and balance.
Postal accounts
If you have a postal account, please write to us at the address found on the contact us page and request the current interest rate on your account. Please remember to include your account number and signature every time you write to us.
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Are there any charges for operating my account?
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We don’t charge you for any of the normal things you need to do to manage your account, however there will be a charge if you request a CHAPS electronic payment.
Please see our Tariff of fees for details.
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How do I withdraw money from my Easy Access account?
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Online Accounts
You can arrange a withdrawal by logging in to your online account.
Postal Accounts
You can arrange a withdrawal by completing and returning a withdrawal form or by writing to us at Charter Savings Bank, PO Box 885, Wallsend, NE28 5BL, or by calling us on 0800 032 9999 (or 0330 123 1111 if calling from a mobile phone).
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Will I still earn interest if my balance drops below the minimum required for the account?
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Please see your Key Features & Summary Box document for details.
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How do I withdraw money from my Notice account?
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Remember, you must allow the full notice period appropriate to your account. It is not possible to withdraw money from your Notice account without giving the full notice.
Online Accounts
You can arrange a withdrawal by logging in to your online account.
Postal Accounts
You can request a withdrawal by completing and returning a withdrawal form or by writing to us at Charter Savings Bank, PO Box 885, Wallsend, NE28 5BL, or by calling us on 0800 032 9999 (or 0330 123 1111 if calling from a mobile phone).
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How do I withdraw money from my Fixed Rate Bond?
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Withdrawals are not possible from your Fixed Rate Bond during the fixed period.
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How do I cancel a future transaction?
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Online Accounts
You can cancel a future withdrawal by logging in to your online account. You'll need your user ID,
password and memorable details.
When you're in your account, select 'Account Statement' to see your future transactions. Select the magnifying glass next to the transaction you would like to cancel and then the ‘Delete transfer’ button.
Postal Accounts
You can cancel a future withdrawal by calling us on 0800 032 9999 (or 0330 123 1111 if calling from a mobile phone).
Any payments you’ve scheduled for a future date must be cancelled at least one working day before the payment is due to be sent. If you have a notice account you must cancel at least 5 working days before the payment is due to be sent.
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How do I close my Easy Access account?
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Online Accounts
You can close your account by logging in to your online account. You'll need your user ID, password and memorable details.
When you're in your account, select ‘Make a Transaction' and arrange to withdraw all of your money. Please ensure you tick the box to confirm you would like to close the account.
Postal Accounts
You can close your account by completing and returning a withdrawal form or by writing to us at Charter Savings Bank, PO Box 885, Wallsend, NE28 5BL, or by calling us on 0800 032 9999 (or 0330 123 1111 if calling from a mobile phone).
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How do I close my Notice account?
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Remember you must allow the full notice period appropriate to your account. It is not possible to withdraw money from your Notice account without giving the full notice.
Online Accounts
You can close your account by logging in to your online account. You'll need your user ID, password and memorable details.
When you're in your account, select ‘Make a Transaction' and arrange to withdraw all of your money. Please ensure you tick the box to confirm you would like to close the account.
Postal Accounts
You can close your account by completing and returning a withdrawal form or by writing to us at Charter Savings Bank, PO Box 885, Wallsend, NE28 5BL, or by calling us on 0800 032 9999 (or 0330 123 1111 if calling from a mobile phone).
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How do I transfer money from my Easy Access account or Notice account to another account?
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Please check that the Charter Savings Bank account you want to transfer your money to allows additional deposits.
Remember that for Notice accounts you must allow the full notice period appropriate to your account. It is not possible to withdraw money from your Notice account without giving the full notice.
Online Accounts
You can make a transfer by logging in to your account. You'll need your user ID, password and memorable details.
Once you've logged in to your account, you'll be able to choose the account you want to transfer your money from and to, and also confirm the amount you wish to transfer.
Postal Accounts
You can make a transfer to your account by completing and returning a withdrawal form or writing to us at Charter Savings Bank, PO Box 885, Wallsend, NE28 5BL, or by calling us on 0800 032 9999 (or 0330 123 1111 if calling from a mobile phone).
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What accounts can I transfer money between?
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Please refer to the account Specific Conditions in the Key Features & Summary Box document (provided when you applied for the accounts) to confirm if you can make withdrawals or add further deposits.
If you didn't keep a copy, contact us and we'll confirm the details for you.
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Can my account be operated under a Power of Attorney?
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A Power of Attorney can be set up on an existing account or, if preferred, a new account can be opened for the donor under a Power of Attorney, but please note that we can only accept a Power of Attorney which is operated on a single signature basis where more than one attorney is appointed.
We will accept the following types of Power of Attorney:
Lasting Power of Attorney
A Lasting Power of Attorney must be registered with the Office of the Public Guardian, and the date of registration must be clearly stamped on the first page.
Enduring Power of Attorney
We'll accept an unregistered Enduring Power of Attorney unless it contains a condition that it should not be used until the donor is losing or has lost mental capacity. An Enduring Power of Attorney must be registered with the Office of the Public Guardian as soon as the donor starts to lose mental capacity.
Where an unregistered Enduring Power of Attorney is presented to us, we may require written approval from the donor before opening the account.
Court of Protection Order (previously known as a Receivership Order)
A Court of Protection Order must be registered with the Office of the Public Guardian with a Court of Protection stamp on each page.
Important
We're unable to accept General Powers of Attorney.
By appointing an attorney to operate the Account, the account holder will be unable to do so.
To make an application under a Power of Attorney, please contact our customer service team on 0800 032 9999 (we're open from 8am to 8pm Monday to Thursday, 8am to 6:30pm on Fridays, 9am to 5pm on Saturdays and 10am to 4pm on Sundays).
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How do I change my Nominated Account?
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Online Accounts
If you wish to change the Nominated Account, and you’re a sole account holder you can log in to your account to do this.
After you have requested the change, we will send you a unique code in the post. You’ll need to log in and enter this code to verify the new details.
If you’re a joint online account holder, you can log in and you’ll be asked to download and print a Change of Nominated Account form. You should then return the form to us at the address found on the contacts us page.
Postal Accounts
If you have a postal account or you are an Attorney for accounts operated under a Power of Attorney, please call us on 0800 032 9999 to request a Change of Nominated Account form and we’ll post one to you.
We'll email you when your new Nominated Account details are available to use, which is usually 6 working days after we receive your request. Until we have changed your Nominated Account you can continue to use your old bank account.
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How do I change my personal details?
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Online accounts
If you have an online account please log in and follow the instructions to change your address and phone number.
Postal accounts and changing your name
If you have a postal account or wish to change your name please print, complete and sign the Change of personal details form.
We may need further information to be sent with the form. If you’re changing your name we’ll require an original or certified copy of a marriage certificate, deed poll (or statutory declaration) or decree absolute. If you’re reverting back to your maiden name we’ll require your decree absolute along with an original or certified copy of your marriage certificate, birth certificate or valid passport showing your maiden name.
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How do I change the email address registered to my account?
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You can update your registered email address by logging in to your online account. You'll need your user ID, password and memorable details.
Once logged in to your account please select 'Change details' and then 'Change email'. You’ll need to re-enter your account password before the change will be accepted.
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How do I register for gross interest?
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The Government has changed the way tax is charged on the interest you earn on your UK savings accounts. Previously, we automatically deducted 20% tax from the interest earned on your Charter Savings Bank accounts before we paid it to you (unless you’d registered to receive your interest gross).
On 6 April 2016, the Government introduced a tax-free Personal Savings Allowance: £1,000 a year for basic rate taxpayers and £500 a year for higher rate taxpayers (additional rate taxpayers are not entitled to a Personal Savings Allowance).
This means that you will not pay tax on the first £1,000 of interest you earn (or £500 for higher rate taxpayers) on any savings you have with us or with another bank or building society.
You can find further information in the Personal Savings Allowance guide, which will help you understand these changes and answer any questions you may have.
For Cash ISAs, you do not pay tax on the interest you earn.
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How do I add a second account holder?
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If you wish to apply to add a second account holder to your account please print, complete and sign the Addition of second account holder form.
Please note there is a maximum of 2 account holders per account.
You cannot add a second account holder to an ISA, as they are Individual Savings Accounts only.
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How do I remove an account holder?
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If you wish to remove an account holder from your account please send a letter to our postal address on the contact us page, confirming the name of the account holder who is to be removed. Please note that the letter must include your account number and be signed by both account holders.
We’ll send written confirmation as soon as the change has been made.
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How do I view my statement?
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Online accounts
When you're logged in your online account, you can print details of your transactions easily and quickly by following the instructions below.
To view a specific monthly statement online:
- Log in to your account at chartersavingsbank.co.uk
- Select the ‘Account Options’ button next to the account you’d like to view
- Select ‘Monthly statement’
- Select ’View’ for the monthly statement you’re interested in
- Click the ‘Print’ or ‘Download PDF’ button
We recommend that you print or download your monthly statement for your future reference, as this information will not be available to view if you close your account at any time in the future.
Other date ranges
If you have an online account and you’d like to view a statement for a particular period of time:
- Log in to your account at chartersavingsbank.co.uk
- Select the ‘Account Options’ button against the account you’d like to view
- Select ‘Account statement’
- Choose whether you’d like a mini statement or a custom one covering a specific period
- If you choose custom, add in the date from and date to details
- Click the ‘Print’ or ‘Download PDF’ button
Postal accounts
If you have a postal account, we’ll write to you with a statement each month there is activity on your account. Or you can request a copy of your statement by writing to us the address found on the contact us page. Please remember to include your account number and signature every time you write to us.
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System Requirements for online accounts
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To keep your savings and your personal details safe and secure, please use the latest version of the browser you use to access the internet (e.g. Internet Explorer, Google Chrome, etc.) and/or the operating system on your computer or internet-enabled device (e.g. iPad, Android tablet, smartphone, etc.).
If you’re using any of the following, you’ll be unable to access any of your existing accounts, or apply for a new one:
- Internet Explorer versions 8, 9 or 10
- Any version of Internet Explorer on Windows XP or Vista.
If you’re using the Google Chrome or Mozilla Firefox browsers on a Windows XP or Vista system, you can still access your account(s) as long as they are version 49 or above.
What do I need to do?
Browsers
You can check which version of Internet Explorer you’re using by opening your browser, selecting the Help menu and then ‘About Internet Explorer’.
If you’re using one of the Internet Explorer browsers listed above, you’ll need to update it to the latest version in order to apply for an account, or be able to access our online banking area and view your savings account(s).
There are many guides on the internet that will be able to help you (you could do an internet search for ‘how do I update my browser’) or, if you prefer, you can call us on 0800 032 9999 and we’ll talk you through what you need to do.
Operating Systems
Microsoft recommends you upgrade your operating system if you’re still using XP or Vista, as they are vulnerable to viruses, malware or other security-related threats.
You can find more information on the internet on what options are open to you, especially if you visit www.microsoft.com.
If you decide to continue using one of these operating systems, and accept the risks that come with using them, you’ll only be able to use Google Chrome or Mozilla Firefox browsers (version 49 or above) to access your account(s).
What will happen if I don’t upgrade my browser and/or operating system?
You won’t be able to log in to your online savings account(s), which means you won’t be able to view your balance, arrange a withdrawal, amend any personal details or choose a new account upon maturity of any Fixed Rate account.
It also means you won’t be able to apply for a new account.
Your savings will remain safe, secure and protected by the FSCS scheme, but you won’t be able to view or manage your account(s).
Would you like further help and information?
If you have any questions relating to updating your browser and/or operating system, or anything else to do with your account, please call us on 0800 032 9999. We're open from 8am to 8pm Monday to Thursday, 8am to 6:30pm on Fridays, 9am to 5pm on Saturdays and 10am to 4pm on Sundays.
