Managing your account

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. Alternatively, you can email us at savings@chetwoodbank.co.uk.

We're here to help you between 8am and 6pm Monday to Friday, except public or bank holidays.

To change your nominated bank account, please get in touch with our customer support team.

Our savings accounts are only for UK residents. Please contact us if you move abroad.

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.

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
• Check your account balance
• Change some of your personal information or password to access online banking
• Contact us securely, and
• Open additional savings accounts.

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 some of your personal information 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.

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.

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 'Withdraw money' section - follow the on screen prompts to request a withdrawal into your nominated bank account.

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

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.

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 emailing savings@chetwoodbank.co.uk or calling 01978 803976 to unlock your account.

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.

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 contact us and we'll be happy to help.

Your customer number is a unique number assigned to you when you open your savings account. We'll confirm your customer number by email when your online banking is set up. 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 get in touch and we'll be happy to help.

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

To cancel your account, please log in and send us a secure message before the end of the 14 day cancellation 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. 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, so please contact us.

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 get in touch or 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.