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Service update

Following the recent announcements, branches and agencies are now providing a normal service, including appointments.

There are no changes to opening hours for any of our branches in Wales or England.
We ask all customers visiting our branches or agencies to wear protective masks on entering. Following a review of the government guidance, all Principality colleagues will wear a face covering when in the banking hall, any public area or behind a counter not protected by a Perspex screen. Social distancing will be in effect as normal. View our branch opening times.

On March 31st the Mortgage Payment Holiday scheme ended, although payment holidays or extensions arranged before 31st March will remain in place for the duration of the agreed term.

However, if you need ongoing support with your mortgage, please complete our Budget Planner and we will call you within five working days to discuss your options with you, based on your individual needs.

For more information on what we’re doing to support Members through COVID-19, please visit our dedicated hub.

Last updated 15:24pm 06/04/21

How can we help you?

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Managing Your Account online

Common Queries

How can I put money into my online only savings account?

As a building society we use Barclays Bank as our bank account provider, so don’t worry if you see Barclays appearing as the recipient bank when putting money into your Principality savings account.

To pay money in you will need to enter the following details:

Name/Payee: Principality Building Society
Sort code: 20-18-23
Account number: 90653535
Reference: your 9-digit Principality savings account number.

Transferring an ISA to Principality from another provider

When transferring an ISA from another provider to us, the other financial institution will need to see a signed transfer document which can be downloaded here. If you don't have access to a printer, please send us a secure message on Your Account or email us, and we will print the document off and send it to you. 

Please note, it can take 15 days for a cash ISA to be transferred and 26 days for a stocks and shares ISA to be transferred. 

I'm directly affected by coronavirus and I may have issues making my next mortgage payment

We understand these are difficult times and so if you need ongoing support with your mortgage or are worried about your finances as a result of COVID-19, we can explore a range of options with you, including a payment holiday of up to 6 months. Please fill in our mortgage payment holiday form or give us a call at least 7 working days ahead of your next scheduled payment.

If you have already had 6 months payment holiday, you will need to complete our Budget Planner as this will help us to assess your situation and tailor support to suit your needs. A member of the team will then get in touch to discuss your options with you.

I'm having difficulty logging in online

User ID not working – If you’ve entered your password incorrectly more than 3 times, there may be an issue with your User ID. Your User ID begins with a P and is followed by 9 numbers e.g. P123456789. This should not contain any dashes. 

If you have forgotten your password, you can reset this on the login page. You can do this by selecting ‘Forgotten your password?’ which is displayed under the password box. You will need your User ID; e-mail address, mobile phone and the answers to your security questions or memorable word.

The criteria for the security questions is they need to be at least 5 characters long. It is not case sensitive. Your answers can have spaces, numbers or symbols but don’t have to. Please also check that you have re-entered your password at the bottom of this screen. 

If you are registering for the first time you will need to request a postal activation code. We do this to verify your address. This will arrive to you within 5 working days. To enter your activation code you will need to login with your User ID, password and OTP. When prompted to activate your account, you will need to enter the 6 number code that was posted to your address. If you have not received your postal activation code within 5 working days, you can request another one by selecting ‘not yet received your activation code? You can request a new one here’

If you're seeing a 'Sorry somethings gone wrong' error message – Try changing to a different browser or different device. If the problems persist, please call us on 0330 333 4000

How do I activate my online savings account?

Once you have successfully applied for a savings account, you will receive an activation code in the post within 5 days. You will only need this to login to Your Account for the first time and then each time you login you will be sent a one-time passcode (OTP) to your mobile.

If you do not receive an OTP within 10 minutes, there are number of things you can check before you call us. Please check that your mobile is switched on before logging in to Your Account. Once you have requested your OTP, it may take up to five minutes to arrive. Your network provider may be able to help: if you have poor or no signal; if there are restrictions on the type of texts you receive; or if you have not received any other expected texts today (not including WhatsApp).


How to get in touch

Chat with us

If your question can be answered without sharing your account details, our Online Support Team can help you through our Live Chat option Monday - Friday 9am - 5pm. If there are no colleagues available, this service won't be visible. 


Our Address

Write to us at: - Principality Building Society, PO Box 89, Queen Street, Cardiff, CF10 1UA

Call us

Our contact specialists are available Monday-Friday 9am - 5pm & Saturday 9am - 1pm

General enquiries   0330 333 4000*
New Mortgage enquiries     0330 333 4002*
Renewing your rate on your existing Mortgage  0330 333 4030*
Arrears or if you are in financial difficulties     0330 333 4020 *

If you're calling from abroad, you may wish to use 029 2038 2000.

*Calls to this number are part of inclusive minutes from mobile and landline packages. 

To help us maintain our service and security standards, telephone calls may be monitored or recorded. 

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