Managing your account

If you're a new customer, you must pay money into your savings account by bank transfer from your nominated current account. Your nominated current account is the UK current account that you tell us about when you make your application. 

If you're an existing customer with an Easy Access savings account, you can pay money into your new savings account either from your nominated current account as detailed above, or you can make a transfer from your existing Easy Access account. To do this, log into online banking and navigate to 'Manage money'. Select 'Own account transfer' and follow the on-screen instructions.

We must receive your savings deposits from the nominated current account you provided when opening your account. This is so we can keep your money safe and protect against fraud and money laundering. 

If you make a deposit from a different account, we'll return your money. 

If you change banks before your fixed term savings mature, you can update these details with us by calling our customer services team, or sending a secure message from within online banking. 

Your new bank details will still need to be:

• In your name• A current account, not a savings account• Able to accept faster payments• From a UK bank or building society

So that we can verify your new bank details before the end of your fixed term, we recommend that you check the bank details we have saved for you and make any changes as soon as possible.

If we're unable to verify your new bank details online, we'll continue to hold the details of your existing nominated current account.

Please be aware that we're unable to update your nominated bank details in the first 14 days after opening your savings account. This is to protect against fraud. 

It's important that we can verify your new bank details. If we can't, we won't be able to change the account we return your savings balance to.

Yes. If you have more than one Chetwood Bank savings account, you can transfer money between them.

Just log in to online banking, go to ‘Manage money,’ select ‘Withdraw or transfer,’ and follow the steps.

In most cases, we'll return funds to you because:

- an incorrect payment reference was used, which meant that we couldn't match the deposit to your savings account, or- the deposit was made from an account that isn't your nominated current account - we can only accept deposits from nominated current accounts to protect against fraud and money laundering. - if your account has a time-restricted deposit window (such as a Fixed Rate account), the funding window has closed.

If you sent your deposit from your nominated current account using the correct payment reference number, please speak to our customer services team for help.

We don't place restrictions on the number of transactions for paying money into your savings account. If you'd prefer to pay your money in as a single transaction, this is fine with us. However, some banks limit how much you can transfer, particularly to new payees, in one go. If you'd like to pay your savings into your new Fixed Rate savings account using multiple transactions, that is also no problem for us. Each deposit transaction should show on your savings account within two hours of you making it.

Your bank might recommend making a single payment via CHAPS. Please be aware that your bank may charge you to do this. In addition the deposit may take us a little longer to acknowledge, but should show on your account by the end of the next working day.

Please remember that one of the features of a Fixed Rate savings account is that money can only be paid into the account within the first 14 days of opening the account - this is called the deposit window. Once the deposit window has closed, no further money can be paid in.

If you've made a deposit into your savings account, this will usually be reflected in online banking within two hours. If your deposit is not showing within 24 hours of making your deposit, please check to see if we've returned your money to your current account - we'll do this if an incorrect payment reference was used, or if you made a deposit from an account that isn't your nominated current account. 

If we haven't returned your deposit and it isn't showing in your savings balance within 24 hours please contact customer support. The best way to contact us is to log in and send us a secure message. If you'd prefer to speak to us on the phone, our number is 01978 803976.

When you make a deposit into a Chetwood Bank savings account, you'll need to provide a deposit reference so that we know that the money you've sent is yours. It's how we allocate money to your savings account. We also call this your savings account reference number.

You'll find the deposit reference in the 'It's time to fund your account' email that we'll send to you when your account has been set up. You can also find it in the 'Account details' section in online banking.

When paying money into your Chetwood Bank savings account, you'll notice that the sort code belongs to Barclays. This is simply because we hold our business account with Barclays.

This is nothing to worry about. All of our savings accounts are covered by the FSCS. This means that if we go out of business your money's protected up to £85,000 collectively across our Chetwood Bank brands directly or via our partners.

For more information about FSCS protection, please visit www.fscs.org.uk.

When making a deposit into your savings account you'll notice that the sort code belongs to Barclays. This is simply because we hold our business account with Barclays.

This is nothing to worry about. All of our savings accounts are covered by the FSCS. This means that if we go out of business your money's protected up to £85,000 collectively across our SmartSave and Chetwood Bank brands directly or via our partners. 

For more information, you can visit www.fscs.org.uk.

You can close your Easy Access savings account at any time. To close your account, please log in and send us a secure message. If you’re having difficulty logging in please call us on 01978 803976.

If you request to close your account, we'll pay any money in the account to your nominated current account. We’ll also pay you any interest you earned on the account up until it was closed. We’ll do this by electronic payment by the end of the next working day following your request unless there's an issue beyond our control, in which case it may take longer.

If you have a Fixed Rate savings account, you can't cancel or close your account, and you won't be able to access your money until the end of the term. You should not deposit money in a Fixed Rate account if you think you will need access to your money during the savings term.

We have an exceptional circumstances policy, so if you've been diagnosed with a critical illness or are entering insolvency, we can consider closing your account before the fixed term ends. In circumstances like these, we'll need proof of your circumstances before we close your account. Any interest accrued on your savings will be forfeited when we close your account before the fixed term ends. Please note that we're not obliged to close accounts before the fixed term ends. 

Please get in touch with our support team if you need to discuss an early withdrawal from your Fixed Rate savings account due to exceptional circumstances.

You can cancel your Easy Access savings account as long as you ask us to do this within 14 days of opening your account.

To cancel your account, please log in and send us a secure message before the end of the 14 day cooling-off period. If you’re having difficulty logging in please get in touch or call us on 01978 803976.

If you cancel your account, we'll pay all money in the account to your nominated current account within 30 calendar days from the date you tell us you wish to cancel.

Our UK support team is here to help at this difficult time - please call us on 01978 803976. Please be aware that to release the money held in the account, we'll require the following documents from the executor of the deceased's estate:

• Death certificate
• Will
• Executor photo ID and utility bill
• A bank statement dated within the last three months for the account that the money will be sent to.

Depending on the value of the account, we may also require probate. Our specialist team can confirm this when we speak with you.

To update your personal information, including your address or telephone number, please contact our customer services team. The best way to contact us is to log in and send us a secure message. If you'd prefer to speak to us on the phone, our number is 01978 803976. 

If you need to change the name on your account, please contact us. We'll let you know which documents we need, such as a marriage certificate, deed poll or decree absolute, to be able to make the change.

The best way to contact us is to log in and send us a secure message. If you'd prefer to speak to us on the phone, our number is 01978 803976.

To update any of your personal information, please contact our customer services team. 

The best way to contact us is to log in and send us a secure message. If you'd prefer to speak to us on the phone, our number is 01978 803976.

The only way to manage your Chetwood Bank savings account is online, using online banking. Your secure online account enables you to:

• View transactions (deposits, withdrawals and interest payments)
• Make a withdrawal
• Check your account balance
• Change your email address or password to access online banking
• Contact us securely, and
• Open additional savings accounts.

There are certain tasks that you can't complete directly within your online account, such as:

• Changing your nominated bank account
• Closing your savings account
• Change important personal information such as your name.

To complete these tasks, please get in touch - we'll be happy to help.

You can only request one withdrawal from your Easy Access savings account per day. There are no minimum withdrawal limits, but you can't withdraw more than the current balance in your account.

To request a withdrawal, log into online banking and go to the 'Manage money' section - follow the on screen prompts to request a withdrawal into your nominated current account.

Your withdrawal will be paid into your nominated current account on the next working day after we receive your withdrawal request.

All Chetwood Bank savings accounts are managed online, via a web browser. We call this online banking, but you might also refer to it as internet banking. You can use online banking to securely manage your savings, including:

• View transactions (deposits, withdrawals and interest payments)
• Make a withdrawal from an Easy Access savings account
• Check your account balance
• Change your email address or password to access online banking
• Contact us securely, and
• Open additional savings accounts.

Your customer number is a unique number assigned to you when you open your savings account. We'll confirm your customer number to you by email. You'll need your customer number to log in to online banking; if you contact our support team you could be asked for it as part of our identity verification checks.

If you can't find your customer number in your emails, please call us on 01978 803976 and we'll be happy to help.

If you're having trouble logging in, please first check that your browser is up to date. If you've forgotten your password, please click 'Reset password' on the online banking login page. If you've forgotten your customer number, please call us on 01978 803976 and we'll be happy to help.

You can change your password from the online banking login page.

• Go to online banking for your savings account
• Click 'Reset password' on the right hand side of the screen
• Enter the mobile number that you've registered with us
• Enter the two-factor authentication code we send you
• Change your password to something memorable.

If you've entered the wrong password more than three times, your account will be locked for your security. You'll need to contact us by calling 01978 803976 to unlock your account.

We pay gross interest on your savings, this means that we do not deduct tax. If you believe you need to pay tax on your savings interest, Chetwood Bank provides all the information you need to complete that part of your Self Assessment Tax Return. You can easily access this information by logging into online banking, clicking 'View transaction history' and then 'Export'. The exported file includes all of the information you'll need to complete your tax return. 

For any queries regarding tax obligations on savings interest or for further clarification, we recommend contacting HMRC on 0300 200 3300 or visiting their website. We're unable to provide tax advice.

At Chetwood Bank, we don’t provide Certificates of Interest.

As of 6th April 2016, HMRC rule changes removed the requirement for a certificate as savings interest is paid gross without any tax deducted.

Instead, you can check in and stay up to date with your savings online whenever you like. From within online banking you can also download your transaction history which shows the interest paid on your savings. To download your transaction history, simply log in to see your savings balance, click 'View transaction history', and then 'Export'.   If you’re experiencing any issues viewing this information online and would benefit from some additional support, please get in touch so we can help.

For any queries regarding tax obligations on savings interest or for further clarification, we recommend contacting HMRC on 0300 200 3300 or visiting their website.

Strong Customer Authentication (SCA) is a security method that we use to help keep your account secure. It's also sometimes known as two-factor authentication (2FA).

We use SCA as an additional security measure when you log into online banking. Once you've entered your customer number and password, we'll send a code to the mobile number you've shared with us, which you'll need to enter into the login screen when prompted.

You'll automatically be registered for online banking when you open a savings account with us. We'll send you your login information by email when your account has been set up.

To access online banking, click 'Log in' then enter your customer number and password when prompted.

Apple introduced a new feature in its mobile operating system version iOS 17 to block pop-ups when using the Safari browser. By default, this feature is switched on and will prevent the export of information including the download of files from online banking.

Some customers may have a better experience by using a different browser entirely, such as Google Chrome or by operating online banking using a desktop device. To continue using online banking effectively using Safari you’ll need to turn off pop-up blocker in your settings.

• Go to ‘Settings’
• Go to ‘Safari’
• Scroll down to ‘Block Pop-ups’ and toggle this to the ‘off’ position.

You’ll now be able to download and export information from online banking.