My passbook has been stolen/lost, what should I do?
Please contact us immediately either by telephoning our Head Office on 0121 557 2551 or visiting any of our branch offices so that the appropriate action can be taken.

For more details on reporting your passbook lost or stolen please click here.

How do I change my address?
Changing your address details is simple and easy, we just need you to complete an amendment form. In some cases, we will be require evidence of your new address in order to safeguard against someone else seeking to amend your records.

For more details on how to change your address please click here.

How can I find the rate of interest for my account?
For details on the current interest rates that apply to all our savings accounts, please click here.

How are my savings covered?
We are a member of the Financial Services Compensation Scheme. The scheme pays compensation to depositors if a firm is unable, or likely to be unable, to pay claims against it. For more details about the scheme and compensation details, please click here.

How do I register for gross interest?
To register to receive your interest free from income tax we require a completed Form R85.

I am a taxpayer and need to complete a tax return. What should I do?
You will need to request a Section 975 Certificate.

How do I get a Section 975 Certificate?
If you wish to request one please call into your local branch office, telephone our Head Office on 0121 557 2551 or enter your details here.

Can I access my account via the internet?
At the moment it is not possible to manage your account online, however this is something we hope to offer in the future.

Why do I need to supply identification?
This level of security is required by Money Laundering legislation to protect our customers and members of the public against fraud and misuse of the banking system.

What identification do I need to open an account?
We are able to access credit reference agency databases to check that the details you have supplied us with are correct. This will show as a search of the database but not as a credit score, so will not affect your credit rating. In the majority of cases, this will enable us to open your account without the need for any paper-based identification. We will advise you if we require further proof of identification, these requirements will depend upon how and where you are opening your account.

Who should I make my cheque payable to?
When paying a cheque into an account add as many details as possible, such as the name of the person to whom the money is being paid, and if you know it, then also add the account number. Draw a line through any unused space to avoid details being added.

How do I change my name?
Changing the name on your account is simple and easy, we just need you to complete an amendment form and provide evidence of your new name, such as your marriage certificate or certificate of Deed Poll.

For more details on how to change your name please click here.

How much can I withdraw from my account?
Normal office limits for withdrawals are £350 cash and £20,000 by cheque on demand per person. Higher amounts require 2 days notice, subject to £2,500 maximum cash per day. The minimum amount for a cheque withdrawal is £10.

Can I arrange to have direct debits paid from my account?
Unfortunately, we do not operate this facility from investment accounts at the present time.

When will my cheque clear?
Our normal practice is to allow withdrawals against a cheque 6 banking days after the date of deposit. If the day of deposit is not a normal banking day then the period of 6 banking days will commence the day after the next banking day. Non banking days include Saturdays, Sundays and Bank Holidays.

How can I monitor interest rate changes?
Changes will be notified to you on or before the effective date by advertisement in two or more local newspapers of our choice and by general notice in our branches or by personal notice to you in writing.