Frequently Asked Questions

Can you help me with my application?

We are always here to help with your application. We have a number of FAQs here to support you and for ease you can use the search bar to get to the one that will help most.

If you have any questions or concerns about any aspect of applying for your account, or want to speak to someone about any additional support you need, there are a variety of ways you can contact us:

Call us on 0800 032 9999 to speak to someone in confidence
Write to us at Charter Savings Bank, PO Box 855, Wallsend, NE28 5BL
Email us at [email protected]

Please only use email for general enquiries or to request a call back. As email isn't a secure channel, please don't include any sensitive or financial information in any messages you send.

Alternatively, if you’re an existing customer with an online account, you can contact us using secure message.

The details you provide to us will be used sensitively to help us support you with applying for and managing your account and in line with our Privacy Notice, which you can view at www.chartersavingsbank.co.uk/Legal/PrivacyNotice. We’ll be happy to answer any questions you have about how we process your personal information when you contact us.

If you’ve forgotten your password or your user ID, we can get you back online in minutes. Simply click ‘Forgotten your password?’ or ‘Forgotten your user ID?’ when you visit the login page and follow the instructions on screen.

How long will it take to receive funds in to my Nominated Account?

Easy access

If you complete your transaction before 3pm on a working day*, your funds will arrive in your Nominated Account by the end of the following working day*.

*If your transaction is carried out after 3pm or on the weekend, please allow two working days for your funds to arrive.

Notice Account

Your funds will be transferred out of your Notice Account on the date your notice expires and will arrive in your Nominated Account by the end of the following working day*.

Postal Account

If you have a postal account, you’ll need to allow an extra working day* for your money to arrive in addition to those mentioned above.

*working day does not include weekends and bank holidays

What can I choose to do with my savings when my Fixed Rate account matures?

Once your account reaches maturity, you can choose where you’d like to transfer your savings to. This can be to more than one place if you wish and, providing this meets the rules for the chosen account(s), we’ll make sure this happens automatically upon maturity.

You can:

Choose a new account from the options provided either by post or on the Maturity options page in your online account
Transfer your savings to an existing account you have with us
Transfer your savings to your Nominated Account
Take a look at our website to see if a different account works for you and is best for your savings

As we’re part of the OSB Group, we may be able to offer access to exclusive maturity products from either Charter Savings Bank or Kent Reliance.

Please remember, if you hold an online Cash ISA and choose to transfer some or all of your savings from that account to a non-ISA account (this includes your Nominated Account), you will lose the tax free status of the amount transferred and it cannot be reinstated into another ISA in the same tax year without impacting your annual ISA allowance for that tax year.

Transfer to a new ISA provider

If you would like to transfer your savings to a new ISA provider, choose the Cash ISA Saver from the ‘Maturity options’ page. This is an easy access account that retains your tax free status and enables you to move your savings to another ISA provider at a time of your choosing.

To make an ISA transfer, you will need to contact your new ISA provider and ask to make an ISA transfer - they will then arrange this for you. Don’t forget to tell your new provider the account number(s) for all the accounts you wish to transfer.

If you choose to open the Cash ISA Saver, you will receive a new account number, so we recommend you wait until after your new Cash ISA Saver is open and you know your new account number before requesting the transfer.

Important: To avoid incurring a charge through loss of interest, tick the relevant box on the new provider’s ISA transfer form requesting that the transfer takes place after your maturity date.

My online Fixed Rate Account is about to mature and the rates offered to me are different to the rates on your website

Your maturity options are sent to you a couple of weeks before your online Fixed Rate Account is due to mature. This is to give you enough notice that your account is maturing and for you to consider your options.

This means that, by the time your existing account matures, we may have new accounts or different rates on sale on our website which could differ from the ones we have communicated to you.

You can choose any of the current rates and accounts you see on our website and as an existing customer, you can login and do a few simple steps once you’re logged in.

If you would prefer to take advantage of the maturity rates you were originally offered, then just ensure we receive your instructions 2 working days before your maturity date for an online account.

When will my payment appear in to my Charter Savings Bank account?

Electronic payments made into your Charter Savings Bank account before 9pm will appear in your account on the same day. Payments made after 9pm will show the following day. Bank Holidays may cause additional delays.

If you’ve sent a cheque, this will show on the working day after we’ve received it.

We’ll write to you to confirm that we’ve received your deposit and paid it into your account.

Why hasn’t my payment appeared in to my Charter Savings Bank account?

If you still can’t see your payment after the timescales we’ve outlined in ‘When will my payment appear in to my Charter Savings Bank account?’, don’t worry, there are a few other reasons this could be:

Doesn’t meet the minimum balance requirements

Your initial deposit needs to meet the minimum balance requirement of £5,000 in order for us to pay it into your account. If your initial balance is below this, then we’ll return your deposit to your Nominated Account.

Account isn’t open yet

We recommend that you don’t send a deposit until your account is open and ready to fund, we’ll write to you when it is. If you send your initial deposit before this, we’ll return it back to your Nominated Account.

Payment isn’t from the Nominated Account

Money can only be transferred from, or sent to, your Charter Savings Bank account from your Nominated Account. If you’ve used a different bank account to the one you’ve set as your Nominated Account, we’ll return the funds to the bank account it came from.

Missing or incorrect reference/account number

This may mean that we can’t match the money you’ve sent to your Charter Savings Bank account and if this happens, we’ll return the deposit back to your Nominated Account.

Can I transfer my existing ISAs from another provider?

Yes. You can transfer all of this year’s subscriptions and those from previous years when you open a new Cash ISA with us. You can provide us with the details of your request during the online application; this can also be done after you have opened a Cash ISA with us by downloading the relevant Transfer Authority Form from our Useful Documents page.

You can transfer from one cash ISA into a new one with a new provider, and you can also transfer money from an existing stocks and shares ISA into a cash ISA.

When transferring an ISA you should always make sure you do it through an ISA transfer request with your bank or building society, otherwise if you make a withdrawal it will no longer be held in your Cash ISA. This means that any tax benefits in respect of the amount withdrawn will be lost and the money withdrawn cannot be repaid into a Cash ISA later in that tax year without impacting your annual ISA allowance for that tax year.

If you want to transfer your Cash ISA for the current tax year you must do so in full. If you have already subscribed to an ISA with another ISA provider in this tax year, you should not make a deposit into an ISA with us for this tax year until the ISA has been transferred in full.

You should check the terms and conditions of the ISA you are transferring from, before you request the transfer as there may be restrictions or charges that apply if you are transferring.

Can I transfer my Charter Savings Bank Cash ISA to another provider?

We hope you choose to stay with Charter Savings Bank, however it is possible to transfer your Cash ISA to another provider should you wish to.

You must not withdraw any funds from the account and pay them to your new ISA as those funds will lose their ISA status. You must request the transfer through your new ISA provider, making a separate request for each Cash ISA product you have with us.

You will need to provide them with:

our name: Charter Court Financial Services (Charter Savings Bank)
our Account Number: 83495248
our Sort Code: 20-19-90 (we partner with Barclays Bank to provide this service)
the account number of each Charter Savings Bank Cash ISA product you want to transfer

If you wish to transfer subscriptions you have made to your Cash ISA with us for the current tax year, you will need to transfer all of those subscriptions in full. For example, if you have a 1 year Fixed Rate ISA and an Easy Access ISA within our Mix & Match ISA platform, you will need to transfer all deposits made in that tax year for both Cash ISA products. In these circumstances you will need to give your new provider the account numbers for the products you wish to transfer.

For Fixed Rate Cash ISAs, you can transfer your Cash ISA to another provider within the fixed rate period, however you will incur a charge by way of loss of interest on each amount you transfer as detailed in the Key Features & Summary Box document.

For Notice Cash ISAs, you can transfer your Cash ISA to another provider within the notice period, however you will incur a charge by way of loss of interest on each amount you transfer as detailed in the Key Features & Summary Box document.

We will continue to pay interest on your savings up to the day your money is sent to your new provider, which will be within 5 working days of us receiving the fully completed ISA Transfer Instruction Form from your new provider.

Opening an account

Am I eligible to open an account?

All our accounts are open to UK residents who are at least 18 years old.

How is my money protected?

Your eligible deposits with Charter Savings Bank are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit protection scheme. Any deposits you hold above the limit are unlikely to be covered.

Please click here for further information or visit www.fscs.org.uk.

How do I apply for an account?

Opening an account is easy.

Online accounts

If you want an account you can apply for and manage online, all you'll need is the sort code and account number of your personal UK bank or building society account. Once you've chosen the account that's right for you on our website, click on ‘Apply now’ to get started.

Postal accounts

If you’d prefer to manage your account by post, you can either:

apply for an account quickly and easily on our website. Once you’ve chosen the account that’s right for you, click on ‘Apply now’, and you’ll have the option to manage your account by post; or
call us on 0800 032 9999 to request an application pack.

Can I open more than one account?

Yes, you can open as many accounts as you like, subject to the General Savings Conditions or any specific conditions which apply to an account.

Opening an online account

If you already have an online account, you can log in and click the ‘Open another account’ button, select the type of account you’d like, and provide a few pieces of information on how you’d like your account to operate.

We’ll use the details you’ve already given us for your existing account to finish the rest of the application for you, hence saving you precious time.

If you currently have a postal account, but you’d like to open an additional online account, take a look at the different accounts available on our website. Once you’ve chosen the account that’s right for you, click on ‘Apply now’ to get started.

Opening a postal account

If you already have a savings account(s) with us and you’d like to open a postal account, you can either:

apply for an account quickly and easily on our website. Once you’ve chosen the account that’s right for you, click on ‘Apply now’, and you’ll have the option to manage your account by post; or
call us on 0800 032 9999 to request an application pack.

Can I open a joint account?

You can have a maximum of two account holders for each account you open (non-ISAs only). You can’t hold a joint ISA, as these are Individual Savings Accounts.

You’ll be jointly and individually responsible for the account and we’ll assume each of you has an equal share of the money in the account.

If you have a joint savings account with a Nominated Account in the same names:

each of you can use the account, make withdrawals and close the account without the other’s approval.

If the Nominated Account is in the name of only one of the holders of the savings account:

only that holder will be able to use the account, make withdrawals and close the account, the other account holder will be able to view the account online.

What account opening checks do you carry out?

We check your identity, address and validate your Nominated Account (the bank account you choose to pay money from and to your savings account) before you open an account, usually by checking a number of electronic databases. In some cases we may ask you to send identification documents by post.

What documents do I need to provide to confirm my identity or address?

All acceptable documents for verifying your identity, address and Nominated Account can be found within our Identity Requirements document.

Can I change my mind?

You cannot cancel or close a fixed rate bond.

We understand that things can change unexpectedly and so, if you require access to your savings earlier than your maturity date, you can call us to discuss this. We may ask you to help us understand your change in circumstance which may include a request for supporting documentation. Any decision that is made, is at our discretion.

For all other accounts, including all Cash ISAs, if you change your mind within 14 days of opening your account, you can cancel your account, just let us know and we’ll return your savings and any interest earned.

More information is contained in the Key Features & Summary Box document for your account.

System requirements for online accounts

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. View our opening hours here.

Power of Attorney

Please visit our Power of Attorney page for more information.

Paying money into your account

How do I pay money into my Easy Access or Notice account?

To help protect the security of your money, any payments to your Charter Savings Bank account must be from your Nominated Account (the same UK bank or building society account you provided on your application form).

Electronic Payment (from your Nominated Account)

Simply tell your bank or building society that you would like to make an electronic payment from your Nominated Account and provide them with the following information:

our Account Number: 83495248
our Sort Code: 20-19-90 (we partner with Barclays Bank to provide this service)
payee: Charter Savings Bank
reference: your 7 digit account number and Surname

Please ensure your bank or building society correctly quotes your reference; without this we may not be able to allocate your money to your account and may have to return it without interest.

Please note, Charter Savings Bank is part of Charter Court Financial Services and your Nominated Account provider may have this listed as the payee to verify your transfer.

Standing Orders (from your Nominated Account)

You can ask your bank to set up a standing order from your Nominated Account for payments to be made into your account at regular frequencies. Tell your bank or building society that you would like to set up a standing order and provide them with the following information:

our Account Number: 83495248
our Sort Code: 20-19-90 (we partner with Barclays Bank to provide this service)
payee: Charter Savings Bank
reference: your 7 digit account number and Surname
frequency of payments

Please note, Charter Savings Bank is part of Charter Court Financial Services and your Nominated Account provider may have this listed as the payee to verify your transfer.

Cheques (from your Nominated Account)

Cheques must be sent from your Nominated Account.

For online accounts you can only send a cheque for your initial deposit.

For postal accounts you can pay by cheque at any time.

You can send your cheque with a completed deposit form or written instruction to Charter Savings Bank, PO Box 855, Wallsend, NE28 5BL.

How do I pay money into my Fixed Rate bond?

Electronic Payment (from your Nominated Account)

Simply tell your bank or building society that you would like to make an electronic payment from your Nominated Account and provide them with the following information:

our Account Number: 83495248
our Sort Code: 20-19-90 (we partner with Barclays Bank to provide this service)
payee: Charter Savings Bank
reference: your 7 digit account number and Surname

Please ensure your bank or building society correctly quotes your reference; without this we may not be able to allocate your money to your account and may have to return it without interest.

Please note, Charter Savings Bank is part of Charter Court Financial Services and your Nominated Account provider may have this listed as the payee to verify your transfer.

Paying by cheque

Cheques must be from your Nominated Account.

You can send a cheque from your Nominated Account made payable to Charter Savings Bank and your application reference number or seven digit account number.

When will my payment appear in to my Charter Savings Bank account?

If you’ve sent a cheque, this will show on the working day after we’ve received it.

We’ll write to you to confirm that we’ve received your deposit and paid it into your account.

What is a Nominated Account?

Your Nominated Account is a personal UK bank or building society account in your name(s) which is linked to your savings account.

Money can only be transferred from, or sent to, your Charter Savings Bank account from your Nominated Account.

When will I start to earn interest on my money?

If we receive money by electronic payment such as BACS, CHAPS, Faster Payments and Standing Order you will start to earn interest on it from the day we receive it.

If we receive money by cheque, you will start earning interest on the working day after the working day we receive it.

When will my money be available for withdrawal?

Easy Access account

If we receive money by electronic payment such as BACS, CHAPS, Faster Payments and Standing Order, it will be available for withdrawal from the day we receive it provided we receive it before 9pm on that day, otherwise it will be the next day.

If we receive money by cheque (allowed for the initial deposit or anytime if you hold a postal account) you will be able to withdraw these funds on the working day after the working day after we receive it.

Notice account

You must provide us with the agreed amount of notice for any withdrawal you wish to make, you can do this in the following ways:

Online accounts: Log in to our online banking service at chartersavingsbank.co.uk and send us a secure message, or call us on 0800 032 9999.

Postal accounts: Complete and return a withdrawal form or write to us at Charter Savings Bank, PO Box 855, Wallsend, NE28 5BL, or call us on 0800 032 9999.

We will contact you to confirm when your savings will arrive with you.

Fixed Rate Bonds

You cannot make a withdrawal from or close a Fixed Rate Bond during the fixed rate period.

We understand that things can change unexpectedly and so, if you require access to your savings earlier than your notice period allows or maturity date, you can call us to discuss this. We may ask you to help us understand your change in circumstance which may include a request for supporting documentation. Any decision that is made, is at our discretion.

How and when can I withdraw?

How do I withdraw money from my Easy Access account?

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 855, Wallsend, NE28 5BL, or by calling us on 0800 032 9999.

How do I withdraw money from my Notice account?

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 855, Wallsend, NE28 5BL, or by calling us on 0800 032 9999.

We understand that things can change unexpectedly and so, if you require access to your savings earlier than your notice period allows, you can call us to discuss this. We may ask you to help us understand your change in circumstance which may include a request for supporting documentation. Any decision that is made, is at our discretion.

How do I withdraw money from my Fixed Rate Bond?

Withdrawals are not possible from your Fixed Rate Bond during the fixed period.

How do I transfer money from my Easy Access account or Notice account to another account?

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 855, Wallsend, NE28 5BL, or by calling us on 0800 032 9999.

Operating your account

How do I log in?

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.

How do I view my balance?

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.

What is the current interest rate on my account?

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.

Are there any charges for operating my account?

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.

How do I cancel a future transaction?

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.

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.

How do I close my Easy Access account?

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 855, Wallsend, NE28 5BL, or by calling us on 0800 032 9999.

How long will it take to receive funds in to my Nominated Account?

Easy access

If you complete your transaction before 3pm on a working day, your funds will arrive in your Nominated Account by the end of the following working day.

If your transaction is carried out after 3pm or on the weekend, please allow two working days for your funds to arrive.

Notice Account

Your funds will be transferred out of your Notice Account on the date your notice expires and will arrive in your Nominated Account by the end of the following working day.

How do I close my Notice account?

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 855, Wallsend, NE28 5BL, or by calling us on 0800 032 999.

What accounts can I transfer money between?

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.

Can my account be operated under a Power of Attorney?

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. View our opening hours here.

How do I change the Nominated Account?

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’ve requested the change, we’ll try and validate the details electronically. However, if we’re unable to do this you’ll be provided with information on screen detailing further information we require. Once we have validated your new Nominated Account, we’ll 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 contact 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 write to you when your new Nominated Account can be used, which is usually 6 working days after we receive your request.

Please note for all savings accounts, before we can make a change to your Nominated Account details, we’ll need to electronically validate that the account belongs to you. If this isn’t possible, we’ll be in touch to request further information.

Until we have changed your Nominated Account you can continue to use your existing Nominated Account.

How do I change my personal details?

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.

What happens if I move abroad?

You must tell us of this change in circumstance straightaway so that we can help you manage your account.

We are continuing to monitor any impact of the UK’s withdrawal from the EU and are here to support you if you are affected by any changes.

If you plan to move to any of the following countries, unfortunately you will no longer be eligible to save with us and the account(s) will need to be closed:

Netherlands

Please call us on 0800 032 9999 (or +44 330 123 1111 if at the time you’re calling from outside of the UK), if the above applies to you. We want to make this process as easy as possible so be assured we’re here to help.

Becoming a non-UK resident in a country other than those stated above after opening an account means you’ll still be able to hold your account with us however, it may mean that how you’re able to operate your account will change. You won’t be able to open any new accounts with us.

If you have a Fixed Rate account, we won’t be able to accept a new account application when your account is due to mature. We ask that when you receive your maturity options, to give us a call on 0800 032 9999 (or +44 330 123 1111 if at the time you’re calling from outside of the UK) to discuss what to do next.

If you have an Easy Access ISA or Notice ISA, we won’t be able to accept any further deposits into it.

You can review our full General Savings conditions by visiting the Useful Documents page of our website and scrolling down to our documents section.

If we do need to make changes to our products or the way we service any of our non-UK resident customers, we’ll be sure to contact you and give you as much notice as possible.

How do I change the email address registered to my account?

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.

How do I register for gross interest?

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.

How do I add a second account holder?

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.

How do I remove an account holder?

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.

How do I view my statement?

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. If you close your account at any time in the future, you’ll have access to your statements for 12 months from the date of closure.

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.

System requirements for online accounts

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’.

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.

What will happen if I don’t upgrade my browser and/or operating system?

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. View our opening hours here.

Maturity of Fixed Rate accounts (Bonds and Cash ISAs)

What happens when my Fixed Rate account reaches its maturity date?

Online accounts

To ensure everything goes smoothly, we’ll contact you at least one month beforehand to remind you of the maturity date and ask you to log in to your online account and check your personal details are up to date.

At least 2 weeks prior to maturity, we’ll contact you again to let you know that your maturity options are available to review and ask you to choose where you’d like your savings transferred to.

Postal accounts

If you have a postal account, we’ll write to you giving you plenty of time to decide where you’d like to transfer funds to.

Postal and online accounts

Once your savings have been transferred, we’ll contact you again to confirm we have carried out your instructions and your new account (if selected) is open.

Maturity options

As we’re part of the OSB Group, we may be able to offer access to exclusive maturity products from either Charter Savings Bank or Kent Reliance.

Have you moved?

You might not have logged in for a while due to having a Fixed Rate account so it’s important that when you choose your options, you check that your address details are up to date. If a move means that you’re no longer a UK resident, please give us a call to go through your maturity options.

My online Fixed Rate Account is about to mature and the rates offered to me are different to the rates on your website

This means that, by the time your existing account matures, we may have new accounts or different rates on sale on our website which could differ from the ones we have communicated to you.

You can choose any of the current rates and accounts you see on our website and as an existing customer, you can login and do a few simple steps once you’re logged in.

If you would prefer to take advantage of the maturity rates you were originally offered, then just ensure we receive your instructions 2 working days before your maturity date for an online account.

Do I need to do anything before the maturity date?

Online accounts

Please log in and check that all of your personal details are up to date including your preferred email address and your Nominated Account details (the UK bank account where you send money to and from your Charter Savings Bank account).

Postal accounts

If any of your personal details have changed, especially your postal address, please print, complete and sign the Change of personal details form and return it to the address found on the contact us page.

Important

If a move means that you’re no longer a UK resident, please give us a call to go through your maturity options.

If you wish to change the Nominated Account linked to your online savings 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.

What can I choose to do with my savings when my Fixed Rate account matures?

You can choose to transfer your funds to:

a new account selected from the options provided either by post or on the Maturity options page in your online account
an existing account you have with us
your Nominated Account
a new account from the range available on our website

As we’re part of the OSB Group, we may be able to offer access to exclusive maturity products from either Charter Savings Bank or Kent Reliance.

Transfer to a new ISA provider

If you would like to transfer your savings to a new ISA provider, choose the Cash ISA Saver from the ‘Maturity options’ page. This is an easy access account that retains your tax free status and enables you to move your savings to another ISA provider at a time of your choosing.

Important: To avoid incurring a charge through loss of interest, tick the relevant box on the new provider’s ISA transfer form requesting that the transfer takes place after your maturity date.

How do I find my options?

Online accounts

We’ll contact you by email to confirm your options are available to review, which you’ll find by logging in to your account, identifying the account that is about to mature and selecting:

'Account Options' from the 'Account summary' screen.
'Maturity options' button (this will only show when your options are available).

Postal accounts

We’ll send you a maturity options pack by post, detailing the options available to you, giving you plenty of time to decide where you’d like to transfer funds to.

How do I let you know what I’d like to do?

Online accounts

If you’re an online customer, you can select your maturity options using your online account and the steps below.

Selecting your maturity options online

Please log in to your account, identify the account that is about to mature and select:

'Account Options' from the 'Account summary' screen.
'Maturity options' button (this will only show when your options are available).

Once in the Maturity options page, please select where you’d like to transfer your savings to (this can be to more than one place if you wish) and, providing this meets the rules for the chosen account, we’ll make sure this happens automatically upon maturity.

You can choose to transfer your funds to:

a new account selected from the table below
an existing account you have with us
your Nominated Account
a new account from the range available on our website

Please remember, if you choose to transfer some or all of your savings from a Cash ISA to a non-ISA account (this includes your Nominated Account), you will lose the tax free status of the amount transferred and it cannot be reinstated into another ISA in the same tax year without impacting your annual ISA allowance for that tax year.

Important: you must select an option no later than 2 calendar days before your maturity date.

If you don’t select an option, your account will automatically become an Easy Access Saver Account for maturing Bonds, or a Cash ISA Saver for maturing Cash ISAs. We'll tell you more about the Saver account and the interest rate payable when we write to tell you about your maturity options.

Transfer to a new ISA provider

Important: To avoid incurring a charge through loss of interest, tick the relevant box on the new provider’s ISA transfer form requesting that the transfer takes place after your maturity date.

Postal accounts

If you have a postal account, we’ll write to you giving you plenty of time to decide where you’d like to transfer funds to. You’ll be given a Maturity Options form to complete and return, confirming your choices.

Important: you must select an option no later than 5 calendar days before your maturity date.

If you don’t select an option, your account will automatically become an Easy Access Saver Account.

Important: you don’t have to choose one of the maturity accounts we offer you

As we constantly review our accounts, you may find one you prefer on our website which you can open quickly and simply from your online banking page, or by calling us on 0800 032 9999 if you have a postal account.

If I choose to transfer my savings into a new Charter Savings Bank account, how long will it take to set up?

If you choose to open a new account from the options provided prior to the maturity of your existing account, it will be created using the same details from your existing account. For example, if interest is paid into your existing account monthly, it will be paid into your new account monthly.

If you choose to transfer all or part of your balance to a new or an existing account with us, your savings will arrive on the maturity date. Any amount transferred to your external Nominated Account will arrive within 2 working days of the maturity date.

Transfer to a new ISA provider

Important: To avoid incurring a charge through loss of interest, tick the relevant box on the new provider’s ISA transfer form requesting that the transfer takes place after your maturity date.

If I choose to transfer all or some of my savings to my external Nominated Account, when will it arrive?

Any amount transferred to your external Nominated Account will arrive within 2 working days of your savings account maturing.

Transfer to a new ISA provider

Important: To avoid incurring a charge through loss of interest, tick the relevant box on the new provider’s ISA transfer form requesting that the transfer takes place after your maturity date.

What will happen with any unpaid interest?

If interest will be unpaid on your maturity date, and you have an online account, you’ll see an Unpaid interest section at the bottom of the page when selecting your maturity options. If this is applicable to you, you’ll be asked to confirm where you’d like any unpaid interest to be paid after your existing account has matured.

If this is not applicable to you, this section will not be displayed.

If you have a postal account, when you choose your maturity options, you’ll also be able to confirm where you’d like any unpaid interest to be paid.

Please note:

if you already have interest paid to your external Nominated Account this cannot be changed and will arrive in your account on the maturity date or the next working day.
if your account matures over the weekend or on a Bank Holiday and you are transferring some or all of your savings to a new or existing Charter Savings Bank account, your interest will transfer on that day.
if your account matures over the weekend or on a Bank Holiday and you are transferring some or all of your savings to your external Nominated Account, you may earn additional interest for these non-working days which will be included in the amount transferred.

Can I make additional deposits into my new Charter Savings Bank account?

If you select a new online Charter Savings Bank Fixed Rate Bond and want to make a further deposit into it, you’ll have 14 days from the maturity date to do so.

If you have selected a new postal Fixed Rate Bond account, and want to make a further deposit into it, you’ll have 30 days from the maturity date to do so.

If you select a new Charter Savings Bank Fixed Rate Cash ISA and want to make a further deposit into it, you’ll have 30 days from the maturity date to do so.

When setting up your payment from your Nominated Account, please ensure you quote Charter Savings Bank as the payee.

Please use your new 7 digit account number and your surname as the payment reference – any money sent using your old account details may be returned without interest.

The total amount you can deposit will be dependent on the maximum balance applicable to the account you choose.

Please see paying money into your account for more information.

What will happen if I don’t select an option?

If you don’t select any of the options available to you, your account will become an easy access account. You’re then able to move your savings to a new or existing Charter Savings Bank account (subject to the rules of the account) or to transfer them back to your Nominated Account if you prefer.

Transfer to a new ISA provider

Important: To avoid incurring a charge through loss of interest, tick the relevant box on the new provider’s ISA transfer form requesting that the transfer takes place after your maturity date.

Can I change my mind and cancel my account?

You cannot cancel or close a fixed rate bond.

We understand that things can change unexpectedly and so, if you require access to your savings earlier than your notice period allows or before your maturity date, you can call us to discuss this. We may ask you to help us understand your change in circumstance which may include a request for supporting documentation. Any decision that is made, is at our discretion.

More information is contained in the Key Features & Summary Box document for your account.

Opening an ISA

What is an ISA?

An ISA (Individual Savings Account) allows you to keep your hard earned savings safe from the taxman. You don’t pay tax on the interest on cash in an ISA or on income or capital gains from investments in an ISA.

Interest from ISAs doesn’t count towards your Personal Savings Allowance.

Every tax year, the Government sets a maximum amount that can be saved in an ISA in that year – you can find details of this year’s ISA allowance on the HMRC website. The annual allowance can be split across a cash ISA, stocks and shares ISA, innovative finance ISA and lifetime ISA.

You can only subscribe to one cash ISA in each tax year (6 April to 5 April).

What type of ISAs do you offer?

We only offer Cash ISAs.

Our ISA products are similar to our standard savings accounts. You can choose from products that provide a fixed interest rate for a fixed period of time, a variable interest rate where you can make a charge-free withdrawal after providing a certain notice period, or a variable interest rate where you can make a charge-free withdrawal at any time.

Please note withdrawals from certain types of Cash ISAs may be subject to a charge by way of loss of interest – please refer to your Account’s Specific Conditions for details.

What is a Mix & Match ISA?

At Charter Savings Bank we offer a Cash ISA platform called the Mix & Match ISA. This allows you to have more than one product within your Cash ISA with us.

With our Mix & Match ISA you don’t have to put all of your annual allowance into one ISA product at the same time. For example, you could open an Easy Access Cash ISA with £5,000 and then the following month deposit £10,000 in a 1 Year Fixed Rate Cash ISA product. If you have more money available you could open a third Cash ISA product with us using the remaining £5,000 of your annual allowance.

The types of Cash ISAs you can open will depend on the products we have available at the time.

No matter how many Cash ISAs you hold with Charter Savings Bank, they will all be held within one ISA wrapper.

Are your Cash ISAs covered by the FSCS (Financial Services Compensations Scheme)?

Yes, your eligible deposits with Charter Savings Bank are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK’s deposit protection scheme. Any deposits you hold above the limit are unlikely to be covered.

For further information, please read this guide to the Financial Services Compensation Scheme or visit www.fscs.org.uk.

Will the interest earned count towards my Personal Savings Allowance?

No. Interest earned in an ISA does not count towards your Personal Savings Allowance.

Can I have more than one ISA?

Under HMRC regulations and where a provider allows, you are permitted to subscribe with multiple Cash ISA providers within the same tax year (6 April to 5 April).*

*Please note that you are currently unable to subscribe with Charter Savings if you have already subscribed with another provider, unless you are transferring all current year funds to us.

You can hold more than one Cash ISA product within the Charter Savings Bank Mix & Match ISA to suit your needs (e.g. one Fixed Rate Cash ISA, one Easy Access Cash ISA).

Subscriptions to one or more of our ISA products in a tax year doesn’t constitute a subscription to another Cash ISA in that tax year.

Please note even if you have paid new funds into a cash ISA this tax year and don’t wish to transfer those, whilst you can’t pay new funds to an ISA product with us in the same tax year you can still transfer funds from ISAs with another ISA provider for previous tax years.

Please note: The tax treatment of ISAs may change in the future and is based on your individual circumstances.

Paying money into your ISA

How do I pay money into my Cash ISA?

Simply tell your bank or building society that you would like to make an electronic payment from your Nominated Account and provide them with the following information:

our Account Number: 83495248
our Sort Code: 20-19-90 (we partner with Barclays Bank to provide this service)
payee: Charter Savings Bank
reference: your 7 digit account number and Surname

Please ensure your bank or building society correctly quotes your reference; without this we may not be able to allocate your money to your Account and may have to return it without interest.

Please note, Charter Savings Bank is part of Charter Court Financial Services and your Nominated Account provider may have this listed as the payee to verify your transfer.

Standing Orders (from your Nominated Account)

Standing orders can only be made into a Notice or Easy Access Cash ISA – they cannot be made into a Fixed Rate Cash ISA. Any payment received that would take you above your annual ISA allowance will be returned to your Nominated Account without interest.

You can ask your bank to set up a standing order from your Nominated Account for payments to be made into your Account at regular frequencies. Tell your bank or building society that you would like to set up a standing order and provide them with the following information:

our Account Number: 83495248
our Sort Code: 20-19-90 (we partner with Barclays Bank to provide this service)
payee: Charter Savings Bank
reference: your 7 digit account number and Surname
frequency of payments

Please note, Charter Savings Bank is part of Charter Court Financial Services and your Nominated Account provider may have this listed as the payee to verify your transfer.

Cheques for initial deposits only (from your Nominated Account)

Cheques are only accepted for initial deposits when opening a new Account and must be from your Nominated Account.

You can send a cheque from your Nominated Account made payable to Charter Savings Bank and your application reference number or seven digit account number.

Transfer from another Charter Savings Bank account

If you’d like to transfer money from a postal account, you’ll need to wait until it reaches maturity. We’ll write to you giving you plenty of time to decide where you’d like to transfer funds to.

If you have an online account, log in to your account, select the account you wish to make the transfer from, the amount and the account you wish to transfer to. The money will reach your Cash ISA within one working day of the date you request the transfer.

How much can I deposit into my Cash ISA?

Every year, the Government sets a maximum amount that can be saved in an ISA in that year – you can find details of this year’s ISA allowance on the HMRC website.

The annual allowance can be split across a cash ISA, stocks and shares ISA, innovative finance ISA and lifetime ISA.

You can only subscribe to one cash ISA in each tax year (6 April to 5 April).

Can I split my allowance between ISAs?

You can split your annual ISA allowance between multiple Cash ISA products held with us.

Your Cash ISA products will be held within our Mix & Match ISA and will count as one Cash ISA for the purposes of your annual allowance and for reporting to HMRC.

Subscriptions to one or more of our ISA products in a tax year doesn’t constitute a subscription to a second Cash ISA in that tax year.

Operating your ISA

Are there any charges for operating my Cash ISA?

We don’t charge you for any of the normal things you need to do to manage your Cash ISA, however there will be a charge if you request a CHAPS electronic payment.

We may also make a charge by way of loss of interest if the Specific Conditions of your Account allow you to make a withdrawal or transfer from your Account during any fixed rate period or without giving any notice that would normally be required. For more information please check the Specific Conditions of your Account.

In addition we can make charges to you in accordance with the General Savings Conditions, which you can find in our Useful documents, and from time to time you may ask us to carry out certain other things that do incur charges, but we’ll always let you know beforehand.

Please see our Tariff of fees for details.

Can I make a withdrawal from a Fixed Rate Cash ISA?

Yes, although this will be subject to a charge by way of loss of interest, the amount of which depends on the term of your Account. Please refer to your Account’s Specific Conditions for details which are part of the Key Features & Summary Box document which you accepted when you applied for your Account.

Any amounts you withdraw will no longer be held in your Cash ISA. This means that any tax benefits in respect of the amount withdrawn will be lost and the money withdrawn cannot be reinstated in your Cash ISA later in that tax year without impacting your annual ISA allowance for that tax year.

If you experience any difficulty requesting a withdrawal or transfer to another account with us then please phone us as this may be because the amount of the charge exceeds the interest due.

If you wish to make a withdrawal, please log in to your Account.

Can I make a withdrawal from a Notice Cash ISA?

Yes, although you will be required to give a number of days’ notice before accessing the funds. You can, alternatively, make a withdrawal at any time, without giving notice, but this will be subject to a charge by way of loss of interest. The amount of notice required or charge by way of loss of interest made depends on the notice period of your account. Please refer to your Account’s Specific Conditions for details which are part of the Key Features & Summary Box document which you accepted when you applied for your Account.

If you experience any difficulty requesting a withdrawal or transfer to another account with us then please phone us as this may be because the amount of the charge exceeds the interest due.

If you wish to make a withdrawal, please log in to your Account.

When will my money be available for withdrawal?

If we receive money by electronic payment such as BACS, CHAPS, Faster Payments and standing order, it will be available for withdrawal from the day we receive it provided we receive it before 9pm on that day, otherwise it will be the next day. This also applies to electronic ISA transfers from your previous ISA provider.

If we receive money by cheque (initial deposit only) you will be able to withdraw these funds on the working day after the working day after we receive it. This also applies to paper ISA transfers from your previous ISA provider where we receive the funds being transferred by cheque.

How do I withdraw money from my Cash ISA?

You can arrange a withdrawal by logging in to your online account. You’ll need your User ID, password and memorable details.

Please note withdrawals from certain types of Cash ISAs may be subject to a charge by way of loss of interest, or require notice to be given – please refer to your Account’s Key Features & Summary Box document for more information.

If you experience any difficulty requesting a withdrawal then please phone us as this may be because the amount of the charge exceeds the interest due.

Can I transfer my existing ISAs from another provider?

You can transfer from one cash ISA into a new one with a new provider, and you can also transfer money from an existing stocks and shares ISA into a cash ISA.

You should check the terms and conditions of the ISA you are transferring from, before you request the transfer as there may be restrictions or charges that apply if you are transferring.

Can I transfer my Charter Savings Bank Cash ISA to another provider?

We hope you choose to stay with Charter Savings Bank, however it is possible to transfer your Cash ISA to another provider should you wish to.

You will need to provide them with:

our name: Charter Court Financial Services (Charter Savings Bank)
our Account Number: 83495248
our Sort Code: 20-19-90 (we partner with Barclays Bank to provide this service)
the account number of each Charter Savings Bank Cash ISA product you want to transfer

What happens when my Fixed Rate Cash ISA reaches its maturity date?

At least 2 weeks prior to maturity, we’ll contact you again to let you know that your maturity options are available to review and ask you to choose where you’d like your savings transferred to.

If we don’t hear from you, we’ll transfer your savings into a Cash ISA Saver.

How do I close my Cash ISA?

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.

Dependent upon which type of Cash ISA you hold, there may be restrictions or charges by way of loss of interest when closing it. Please see your Key Features & Summary Box document for details.

If you experience any difficulty closing your Account with us then please phone us as this may be because the amount of the charge exceeds the interest due.

Can I change my mind?

Plans can sometimes change, so if you decide within 14 days of opening your Cash ISA that it’s not right for you and you’d like to cancel your ISA, please call us on 0800 032 9999 or send a secure message from your online Account using your login details, and we’ll close your Account and return your savings as well as any interest you’ve earned.

Please see the Points to Note in the Key Features & Summary Box document for more information.

Bereavement

Please visit our Bereavement page for more information.

Your security

How can I help keep my online account(s) secure?

It's vital that you take care of your Personal Security Details and selected personal information, to help prevent fraud and protect your Account(s).

We may contact you if we suspect or if you inform us that there are unusual transactions on your Account(s).

For more information on your responsibilities for ensuring the security of your Account(s), please refer to Paragraph 15 (Security and some of your key responsibilities) in your General Savings Conditions, which you can find in our Useful documents.

I've forgotten my password - what do I do?

You can reset your password in minutes simply by clicking the 'Log in' button on our website and then clicking the 'Forgotten Password?' button.

Someone else may know my password or memorable details - what do I do?

You must tell us as soon as possible by logging in to our online banking service and sending us a secure message or calling us on 0800 032 9999.

System time-out

For your security we will automatically log you out of your account after a period of inactivity.

Whilst you should always log off whenever you leave your computer, the automatic time-out provides additional protection.

Keep your internet browser and operating system up-to-date

It’s important to keep the devices you use to access your online banking up-to-date - this includes your operating system and your browser, so that your computer has the latest security upgrades to help keep it safe.

See System requirements for online accounts for more information.

Online Banking Commitment

Keeping your money safe is important to us. You should check your statement regularly and tell us about any unauthorised withdrawals as soon as possible. We'll normally refund any unauthorised withdrawals and any lost interest provided you’ve taken reasonable precautions to keep your security details safe and not acted fraudulently.

For more information and guidance on this, on security and your part in keeping your details secure please see the General Savings Conditions in our Useful documents. If you believe someone may know your password or memorable details, please contact us immediately. We’ll check your account and set up new security details straight away.

Most popular questions

Can you help me with my application?

We are always here to help with your application. We have a number of FAQs here to support you and for ease you can use the search bar to get to the one that will help most.

If you have any questions or concerns about any aspect of applying for your account, or want to speak to someone about any additional support you need, there are a variety of ways you can contact us:

Call us on 0800 032 9999 to speak to someone in confidence
Write to us at Charter Savings Bank, PO Box 855, Wallsend, NE28 5BL
Email us at [email protected]

Please only use email for general enquiries or to request a call back. As email isn't a secure channel, please don't include any sensitive or financial information in any messages you send.

Alternatively, if you’re an existing customer with an online account, you can contact us using secure message.

How long will it take to receive funds in to my Nominated Account?

Easy access

If you complete your transaction before 3pm on a working day*, your funds will arrive in your Nominated Account by the end of the following working day*.

*If your transaction is carried out after 3pm or on the weekend, please allow two working days for your funds to arrive.

Notice Account

Your funds will be transferred out of your Notice Account on the date your notice expires and will arrive in your Nominated Account by the end of the following working day*.

Postal Account

If you have a postal account, you’ll need to allow an extra working day* for your money to arrive in addition to those mentioned above.

*working day does not include weekends and bank holidays

What can I choose to do with my savings when my Fixed Rate account matures?

You can:

Choose a new account from the options provided either by post or on the Maturity options page in your online account
Transfer your savings to an existing account you have with us
Transfer your savings to your Nominated Account
Take a look at our website to see if a different account works for you and is best for your savings

As we’re part of the OSB Group, we may be able to offer access to exclusive maturity products from either Charter Savings Bank or Kent Reliance.

Transfer to a new ISA provider

Important: To avoid incurring a charge through loss of interest, tick the relevant box on the new provider’s ISA transfer form requesting that the transfer takes place after your maturity date.

My online Fixed Rate Account is about to mature and the rates offered to me are different to the rates on your website

This means that, by the time your existing account matures, we may have new accounts or different rates on sale on our website which could differ from the ones we have communicated to you.

You can choose any of the current rates and accounts you see on our website and as an existing customer, you can login and do a few simple steps once you’re logged in.

If you would prefer to take advantage of the maturity rates you were originally offered, then just ensure we receive your instructions 2 working days before your maturity date for an online account.

When will my payment appear in to my Charter Savings Bank account?

If you’ve sent a cheque, this will show on the working day after we’ve received it.

We’ll write to you to confirm that we’ve received your deposit and paid it into your account.

Why hasn’t my payment appeared in to my Charter Savings Bank account?

Doesn’t meet the minimum balance requirements

Account isn’t open yet

Payment isn’t from the Nominated Account

Missing or incorrect reference/account number

This may mean that we can’t match the money you’ve sent to your Charter Savings Bank account and if this happens, we’ll return the deposit back to your Nominated Account.

Can I transfer my existing ISAs from another provider?

You can transfer from one cash ISA into a new one with a new provider, and you can also transfer money from an existing stocks and shares ISA into a cash ISA.

You should check the terms and conditions of the ISA you are transferring from, before you request the transfer as there may be restrictions or charges that apply if you are transferring.

Can I transfer my Charter Savings Bank Cash ISA to another provider?

We hope you choose to stay with Charter Savings Bank, however it is possible to transfer your Cash ISA to another provider should you wish to.

You will need to provide them with:

our name: Charter Court Financial Services (Charter Savings Bank)
our Account Number: 83495248
our Sort Code: 20-19-90 (we partner with Barclays Bank to provide this service)
the account number of each Charter Savings Bank Cash ISA product you want to transfer

Opening an account

Am I eligible to open an account?

All our accounts are open to UK residents who are at least 18 years old.

How is my money protected?

Please click here for further information or visit www.fscs.org.uk.

How do I apply for an account?

Opening an account is easy.

Online accounts

Postal accounts

If you’d prefer to manage your account by post, you can either:

apply for an account quickly and easily on our website. Once you’ve chosen the account that’s right for you, click on ‘Apply now’, and you’ll have the option to manage your account by post; or
call us on 0800 032 9999 to request an application pack.

Can I open more than one account?

Yes, you can open as many accounts as you like, subject to the General Savings Conditions or any specific conditions which apply to an account.

Opening an online account

We’ll use the details you’ve already given us for your existing account to finish the rest of the application for you, hence saving you precious time.

Opening a postal account

If you already have a savings account(s) with us and you’d like to open a postal account, you can either:

apply for an account quickly and easily on our website. Once you’ve chosen the account that’s right for you, click on ‘Apply now’, and you’ll have the option to manage your account by post; or
call us on 0800 032 9999 to request an application pack.

Can I open a joint account?

You can have a maximum of two account holders for each account you open (non-ISAs only). You can’t hold a joint ISA, as these are Individual Savings Accounts.

You’ll be jointly and individually responsible for the account and we’ll assume each of you has an equal share of the money in the account.

If you have a joint savings account with a Nominated Account in the same names:

each of you can use the account, make withdrawals and close the account without the other’s approval.

If the Nominated Account is in the name of only one of the holders of the savings account:

only that holder will be able to use the account, make withdrawals and close the account, the other account holder will be able to view the account online.

What account opening checks do you carry out?

What documents do I need to provide to confirm my identity or address?

All acceptable documents for verifying your identity, address and Nominated Account can be found within our Identity Requirements document.

Can I change my mind?

You cannot cancel or close a fixed rate bond.

More information is contained in the Key Features & Summary Box document for your account.

System requirements for online accounts

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’.

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.

What will happen if I don’t upgrade my browser and/or operating system?

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. View our opening hours here.

Power of Attorney

Please visit our Power of Attorney page for more information.

Paying money into your account

How do I pay money into my Easy Access or Notice account?

Electronic Payment (from your Nominated Account)

Simply tell your bank or building society that you would like to make an electronic payment from your Nominated Account and provide them with the following information:

our Account Number: 83495248
our Sort Code: 20-19-90 (we partner with Barclays Bank to provide this service)
payee: Charter Savings Bank
reference: your 7 digit account number and Surname

Please ensure your bank or building society correctly quotes your reference; without this we may not be able to allocate your money to your account and may have to return it without interest.

Please note, Charter Savings Bank is part of Charter Court Financial Services and your Nominated Account provider may have this listed as the payee to verify your transfer.

Standing Orders (from your Nominated Account)

our Account Number: 83495248
our Sort Code: 20-19-90 (we partner with Barclays Bank to provide this service)
payee: Charter Savings Bank
reference: your 7 digit account number and Surname
frequency of payments

Please note, Charter Savings Bank is part of Charter Court Financial Services and your Nominated Account provider may have this listed as the payee to verify your transfer.

Cheques (from your Nominated Account)

Cheques must be sent from your Nominated Account.

For online accounts you can only send a cheque for your initial deposit.

For postal accounts you can pay by cheque at any time.

You can send your cheque with a completed deposit form or written instruction to Charter Savings Bank, PO Box 855, Wallsend, NE28 5BL.

How do I pay money into my Fixed Rate bond?

Electronic Payment (from your Nominated Account)

Simply tell your bank or building society that you would like to make an electronic payment from your Nominated Account and provide them with the following information:

our Account Number: 83495248
our Sort Code: 20-19-90 (we partner with Barclays Bank to provide this service)
payee: Charter Savings Bank
reference: your 7 digit account number and Surname

Please ensure your bank or building society correctly quotes your reference; without this we may not be able to allocate your money to your account and may have to return it without interest.

Please note, Charter Savings Bank is part of Charter Court Financial Services and your Nominated Account provider may have this listed as the payee to verify your transfer.

Paying by cheque

Cheques must be from your Nominated Account.

You can send a cheque from your Nominated Account made payable to Charter Savings Bank and your application reference number or seven digit account number.

When will my payment appear in to my Charter Savings Bank account?

If you’ve sent a cheque, this will show on the working day after we’ve received it.

We’ll write to you to confirm that we’ve received your deposit and paid it into your account.

What is a Nominated Account?

Your Nominated Account is a personal UK bank or building society account in your name(s) which is linked to your savings account.

Money can only be transferred from, or sent to, your Charter Savings Bank account from your Nominated Account.

When will I start to earn interest on my money?

If we receive money by electronic payment such as BACS, CHAPS, Faster Payments and Standing Order you will start to earn interest on it from the day we receive it.

If we receive money by cheque, you will start earning interest on the working day after the working day we receive it.

When will my money be available for withdrawal?

Easy Access account

Notice account

You must provide us with the agreed amount of notice for any withdrawal you wish to make, you can do this in the following ways:

Online accounts: Log in to our online banking service at chartersavingsbank.co.uk and send us a secure message, or call us on 0800 032 9999.

Postal accounts: Complete and return a withdrawal form or write to us at Charter Savings Bank, PO Box 855, Wallsend, NE28 5BL, or call us on 0800 032 9999.

We will contact you to confirm when your savings will arrive with you.

Fixed Rate Bonds

You cannot make a withdrawal from or close a Fixed Rate Bond during the fixed rate period.

How and when can I withdraw?

How do I withdraw money from my Easy Access account?

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 855, Wallsend, NE28 5BL, or by calling us on 0800 032 9999.

How do I withdraw money from my Notice account?

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 855, Wallsend, NE28 5BL, or by calling us on 0800 032 9999.

How do I withdraw money from my Fixed Rate Bond?

Withdrawals are not possible from your Fixed Rate Bond during the fixed period.

How do I transfer money from my Easy Access account or Notice account to another account?

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 855, Wallsend, NE28 5BL, or by calling us on 0800 032 9999.

Operating your account

How do I log in?

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.

How do I view my balance?

Online accounts

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

What is the current interest rate on my account?

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

Are there any charges for operating my account?

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.

How do I cancel a future transaction?

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.

Postal Accounts

You can cancel a future withdrawal by calling us on 0800 032 9999.

How do I close my Easy Access account?

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 855, Wallsend, NE28 5BL, or by calling us on 0800 032 9999.

How long will it take to receive funds in to my Nominated Account?

Easy access

If you complete your transaction before 3pm on a working day, your funds will arrive in your Nominated Account by the end of the following working day.

If your transaction is carried out after 3pm or on the weekend, please allow two working days for your funds to arrive.

Notice Account

Your funds will be transferred out of your Notice Account on the date your notice expires and will arrive in your Nominated Account by the end of the following working day.

How do I close my Notice account?

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 855, Wallsend, NE28 5BL, or by calling us on 0800 032 999.

What accounts can I transfer money between?

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.

Can my account be operated under a Power of Attorney?

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

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. View our opening hours here.

How do I change the Nominated Account?

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.

Postal Accounts

We'll write to you when your new Nominated Account can be used, which is usually 6 working days after we receive your request.

Until we have changed your Nominated Account you can continue to use your existing Nominated Account.

How do I change my personal details?

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.

What happens if I move abroad?

You must tell us of this change in circumstance straightaway so that we can help you manage your account.

We are continuing to monitor any impact of the UK’s withdrawal from the EU and are here to support you if you are affected by any changes.

If you plan to move to any of the following countries, unfortunately you will no longer be eligible to save with us and the account(s) will need to be closed:

Netherlands

If you have an Easy Access ISA or Notice ISA, we won’t be able to accept any further deposits into it.

You can review our full General Savings conditions by visiting the Useful Documents page of our website and scrolling down to our documents section.

If we do need to make changes to our products or the way we service any of our non-UK resident customers, we’ll be sure to contact you and give you as much notice as possible.

How do I change the email address registered to my account?

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.

How do I register for gross interest?

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.

How do I add a second account holder?

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.

How do I remove an account holder?

We’ll send written confirmation as soon as the change has been made.

How do I view my statement?

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

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

System requirements for online accounts

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’.

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.

What will happen if I don’t upgrade my browser and/or operating system?

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. View our opening hours here.

Maturity of Fixed Rate accounts (Bonds and Cash ISAs)

What happens when my Fixed Rate account reaches its maturity date?

Online accounts

At least 2 weeks prior to maturity, we’ll contact you again to let you know that your maturity options are available to review and ask you to choose where you’d like your savings transferred to.

Postal accounts

If you have a postal account, we’ll write to you giving you plenty of time to decide where you’d like to transfer funds to.

Postal and online accounts

Once your savings have been transferred, we’ll contact you again to confirm we have carried out your instructions and your new account (if selected) is open.

Maturity options

As we’re part of the OSB Group, we may be able to offer access to exclusive maturity products from either Charter Savings Bank or Kent Reliance.

Have you moved?

My online Fixed Rate Account is about to mature and the rates offered to me are different to the rates on your website

This means that, by the time your existing account matures, we may have new accounts or different rates on sale on our website which could differ from the ones we have communicated to you.

You can choose any of the current rates and accounts you see on our website and as an existing customer, you can login and do a few simple steps once you’re logged in.

If you would prefer to take advantage of the maturity rates you were originally offered, then just ensure we receive your instructions 2 working days before your maturity date for an online account.

Do I need to do anything before the maturity date?

Online accounts

Postal accounts

Important

If a move means that you’re no longer a UK resident, please give us a call to go through your maturity options.

If you wish to change the Nominated Account linked to your online savings 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.

What can I choose to do with my savings when my Fixed Rate account matures?

You can choose to transfer your funds to:

a new account selected from the options provided either by post or on the Maturity options page in your online account
an existing account you have with us
your Nominated Account
a new account from the range available on our website

As we’re part of the OSB Group, we may be able to offer access to exclusive maturity products from either Charter Savings Bank or Kent Reliance.

Transfer to a new ISA provider

Important: To avoid incurring a charge through loss of interest, tick the relevant box on the new provider’s ISA transfer form requesting that the transfer takes place after your maturity date.

How do I find my options?

Online accounts

We’ll contact you by email to confirm your options are available to review, which you’ll find by logging in to your account, identifying the account that is about to mature and selecting:

'Account Options' from the 'Account summary' screen.
'Maturity options' button (this will only show when your options are available).

Postal accounts

We’ll send you a maturity options pack by post, detailing the options available to you, giving you plenty of time to decide where you’d like to transfer funds to.

How do I let you know what I’d like to do?

Online accounts

If you’re an online customer, you can select your maturity options using your online account and the steps below.

Selecting your maturity options online

Please log in to your account, identify the account that is about to mature and select:

'Account Options' from the 'Account summary' screen.
'Maturity options' button (this will only show when your options are available).

You can choose to transfer your funds to:

a new account selected from the table below
an existing account you have with us
your Nominated Account
a new account from the range available on our website

Important: you must select an option no later than 2 calendar days before your maturity date.

Transfer to a new ISA provider

Important: To avoid incurring a charge through loss of interest, tick the relevant box on the new provider’s ISA transfer form requesting that the transfer takes place after your maturity date.

Postal accounts

Important: you must select an option no later than 5 calendar days before your maturity date.

If you don’t select an option, your account will automatically become an Easy Access Saver Account.

Important: you don’t have to choose one of the maturity accounts we offer you

If I choose to transfer my savings into a new Charter Savings Bank account, how long will it take to set up?

Transfer to a new ISA provider

Important: To avoid incurring a charge through loss of interest, tick the relevant box on the new provider’s ISA transfer form requesting that the transfer takes place after your maturity date.

If I choose to transfer all or some of my savings to my external Nominated Account, when will it arrive?

Any amount transferred to your external Nominated Account will arrive within 2 working days of your savings account maturing.

Transfer to a new ISA provider

Important: To avoid incurring a charge through loss of interest, tick the relevant box on the new provider’s ISA transfer form requesting that the transfer takes place after your maturity date.

What will happen with any unpaid interest?

If this is not applicable to you, this section will not be displayed.

If you have a postal account, when you choose your maturity options, you’ll also be able to confirm where you’d like any unpaid interest to be paid.

Please note:

if you already have interest paid to your external Nominated Account this cannot be changed and will arrive in your account on the maturity date or the next working day.
if your account matures over the weekend or on a Bank Holiday and you are transferring some or all of your savings to a new or existing Charter Savings Bank account, your interest will transfer on that day.
if your account matures over the weekend or on a Bank Holiday and you are transferring some or all of your savings to your external Nominated Account, you may earn additional interest for these non-working days which will be included in the amount transferred.