Getting ready for our new Online Services
Your accounts move to our new Online Services during early 2027
We'll guide you through the move with clear information, helpful guides and answers to common questions.
What you can do
Using the new Online Services
Here are some of the key benefits you can expect from the new Online Services.
Easy access to your money
Make instant deposits and withdrawals whenever you need to
Keep up to date
Regular alerts and updates to help protect your savings
Quick access
Ability to open and manage your accounts digitally, anytime, anywhere
Documents online
Access real-time statements and important account documents
How do I register?
You'll be invited to register once your accounts have been moved to the new Online Services. Watch our helpful video to familiarise yourself with the process.
Confirm your identity
This information will be used to match the details we currently hold for you on your account.
Verification
Verify your email address and mobile number with a verification code.
Create your username and password
You’ll use this to securely access and manage your accounts online.
Key dates
The dates that matter
We'll keep you updated throughout the move to our new Online Services. Here's what you can expect and when.
October to December 2026
Look out for your first update
We'll email or write to you with an introduction to the move and explain what's changing and where you can find more information.
Late 2026 to early 2027
More information about your move
We'll share more details about the move, what you'll need to do and let you know when it's nearly your turn to move to Online Services.
January to March 2027
Register to start using Online Services
We'll move customers in stages. When it's your turn, we'll tell you when you can register, what you'll need and how to get started.
From your move date
You're all set
Once you've registered, you can manage your account through our new Online Services.
If you have any questions about the move, we’re here to help
To send us a message, you’ll need to log in to your online account.
Send secure messageYou can reach us by phone
0800 032 9999- Monday to Thursday8AM to 8PM
- Friday8AM to 6.30PM
- Saturday9AM to 5PM
- Sunday10AM to 4PM
Key documents
Documents
Below are documents outlining changes to how your account will operate from when your account moves, including new terms and conditions (where applicable).
We’re here to help you
If you have any questions about the new Online Services, we have plenty of support for you.
If you're finding things difficult or would like help from someone you trust, we're here to support you.
You can:
- Ask for information in a different format, such as large print, Braille, an audio recording or a printed letter.
- Nominate a trusted person, such as a family member, carer or Power of Attorney, to help manage your account or communicate with us on your behalf.
- Access free, confidential support from independent organisations that can help with life changes, health issues or care needs.
We'll never judge or question your reasons for asking for support. Any information you share with us will be handled sensitively and used only to help you manage your account.
Visit our support page for more information on how we can offer you additional support.
The changes you'll see depend on the type of account you have. We'll let you know exactly how your accounts are affected before your move.
We aim to move all your accounts at the same time, but if this isn't possible, we'll keep you updated. You may need to use both your existing and new Online Services for a short period until all your accounts have moved.
You'll be able to access your accounts as normal until the move takes place.
To help make your move as smooth as possible, please make sure your contact details are up to date and that you've provided a nominated account if needed.
We'll keep you informed every step of the way, explaining what's changing, when it's happening and if there's anything you need to do.
Once your accounts have moved, we'll send you everything you need to register.
You'll be asked to confirm some personal details so we can verify your identity and keep your account secure. We've also created a simple video guide to help you through the process.
Please note, you'll need a mobile number to register. If you don't have one, you'll still be able to manage your account by phone.
When you first register on the new Online Services, you'll receive a new account number and sort code.
You'll need to update any standing orders or saved payment details that use your old account details. We'll remind you when your move takes place.
The new account number and sort code will need to be used to request ISA Transfers after your account has moved to the new Online Services.
Yes, you’ll be able to view these in the new Online Services and you’ll be able to see the transactions on your Account before it moved by viewing the monthly statements. You won’t, however, be able to see transactions prior to the move in the transaction history.
Important: We strongly recommend that, before your Account moves to the new Online Services, you print or save copies of statements or Certificates of Interest available in the existing Online Services. As well as a record of the transactions on your Account from the date it was opened. This will mean they’re easily available for your future reference. Accounts which are closed will not move to our new Online Services. You should therefore also consider whether you want to print or save copies of statements, Certificates of Interest or transaction history for those accounts before your open Account moves and you are no longer able to access the existing Online Services.
No. Your interest rate won't change because of the move, and your savings will continue to be protected by the Financial Services Compensation Scheme (FSCS).
You can close an easy access or notice account before it moves to the new online services, without notice, charge or loss of interest. You can do this by logging into Online Services, withdraw the remaining funds, and confirm that you would like to close your Account. If you have a notice account you will be able to so this without having to give us notice after.
If you have an ISA with us and close your Account, any money you transfer to a non-ISA account, including your Nominated Account, will lose its tax-free status. This means the tax benefits in respect of the amount withdrawn will be lost. As an alternative you can transfer your ISA to another ISA Provider without notice, charge or loss of interest. If you want to do this, you should contact the other ISA provider to request the transfer, and we’ll waive any notice period when we receive the request from them.
As fixed rate Bonds pay a fixed rate of interest for a fixed rate period you won’t be able to close your account before it moves to the new online services. Unless it is an ISA, in which case you will be able to close the account but will need to pay the charge for doing so.
We know many customers value managing their savings by post, and we understand this may be a significant change. Over time though, we've seen more customers choosing to manage their accounts online, so we stopped offering postal accounts to new customers in 2023 and have gradually reduced some postal services.
We're bringing our postal account service to an end and moving customers to our new Online Services.
Once you've moved, you'll be able to manage your savings online whenever it suits you. If you don't want your account to move, please contact us before your move date to close your account.
Financial Services Compensation Scheme
Your eligible deposits held by a UK establishment of Charter Savings Bank are protected up to a total of £120,000 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.
