Help and Support

We’re sorry for your loss 

We know this is a difficult time. When someone dies, we’ll do all we can to help you manage the finances. Here’s how we will support you when someone dies.  

There are three different ways to repay your mortgage. 
 

• Repayment: Your monthly payments are made up partly of capital (the sum you’ve borrowed) and partly of interest (the monthly interest on the sum you’ve borrowed). Provided all payments are made on time, the loan is repaid at the end of the mortgage term. 
   
• Interest only: Your monthly payments contribute to paying off only the monthly interest on the sum you’ve borrowed. This means you won’t be paying off the ‘capital’ (the sum you’ve borrowed) during the term of your mortgage, so at the end of the mortgage term the amount you initially borrowed will still be owed in full. As a borrower you take full responsibility for ensuring that the loan is repaid at the end of the term. This is often achieved by having some sort of investment that, when mature, pays off the initial amount you borrowed. 
   
• Repayment/Interest only split: A mix of the above two mortgage payment types; part of your mortgage would be on a repayment basis and part of your mortgage would be on an interest only basis. 

You can request your closing balance in one of two ways: 

• Log in or register for an online profile and send us a secure message 
• Call us on 0330 333 4002

Your mortgage term is the number of years you agreed to pay off the loan you borrowed when you first took out your mortgage with us.  
 
You can choose to make your term longer or shorter. This will have an effect on your mortgage monthly payments. Any term adjustment agreement will be subject to our lending criteria and affordability.  
 
Get in touch to discuss any changes to your mortgage term. 

• Call us on 0330 333 4002
• Request a branch appointment 

You can choose to pay your mortgage off in full. You will be charged a standard Mortgage Early Exit fee and may also have to pay an Early Repayment Charge.  
 
You can repay up to an additional 10% of your outstanding mortgage balance each year. But if you are in the early repayment charges period of your mortgage agreement, any payments you make above the annual 10% limit will be subject to an Early Repayment Charge. Each mortgage product has its own terms and conditions so to see if you’d be subject to an Early Repayment Charge, please refer to the ‘Early repayment’ section of your mortgage offer. 
 
You can find more information in our tariff of charges. 

You can keep your existing mortgage deal and transfer it to your new property when you move. This is known as porting, and most of our mortgage deals are portable.  

To port your mortgage to a new property, you’ll need to set up an appointment with one of our advisors to go through a new application process. You can: 

• Call us on 0330 333 4002 
• Request a branch appointment

You won’t be eligible to port your existing mortgage to a new property if: 

• The new property is outside of England and Wales 
• You do not meet our lending criteria when you apply to port your mortgage 
• Transferring your mortgage is not the best option available to you 
• The new property does not meet our lending criteria 
• You are looking to transfer the mortgage onto a property that you already own 
• You choose not to transfer your mortgage on its existing terms 
• You have a flexible mortgage (because we no longer offer these products) 

Any incentives you received as part of your original mortgage offer, like a free valuation, cash back or free legal advice won’t apply when you port your mortgage to your new home. If you have a flexible mortgage you can call 0330 333 4002 to discuss your options. 

The cost of surveys and valuation fees depends on the purchase price of your property. Download our Survey and Valuation fees to see a breakdown of our fees. 

We use an electronic verification system to verify your identity. In most cases, that's all we need to do. However sometimes we may need to ask for additional proof of identity. And we might not be able to proceed with a mortgage application unless you can provide suitable proof of your name and address. 

If you have Principality mortgage you can manage it online by setting up an online profile.  You can also manage your Principality mortgage over the phone on 0330 333 4000, or by popping into your local branch.  

How your mortgage is impacted by changes to SVR depends on the type of mortgage you have:

Your Principality mortgage may have a ‘floor rate.’ This is the minimum rate of interest you will pay on the mortgage loan. If this applies to you, your offer letter explains the floor rate and how long it will be applied to your mortgage loan. 

If you have any questions or concerns about SVR please contact us. 

You can’t carry one year’s ISA allowance over into the next year. If you don’t use your full tax-free ISA allowance by April 5, you’ll lose it when the tax year ends. 

There’s no limit to how many ISAs you can have. You can keep your ISA going after the end of the tax year, so it’s possible to have lots of ISAs. 

Your £20,000 annual ISA allowance can be split across the four different types of ISA: cash ISAs, stocks & shares ISAs, lifetime ISAs, and innovative finance ISAs.  At Principality, you can only pay into one cash ISA each tax year. 

You can update your contact details online, if you have set up an online profile. Select ‘View personal details’ from the ‘Your details’ menu and follow the instructions. If you've been a Principality customer for less than 3 months, you may also need to send us one form of address identification. 

If you don’t have an online profile, you can visit a branch or give us a call on 0330 333 4000.  

To update your name, you can either write to us using the address below or  visit your local branch or agency.  We’ll need to see the original change of name document. This could be your: 

• Marriage Certificate 
• Decree Absolute 
• Change of Name Deed (Deed Poll) 

If you’re coming into a branch, please also bring your passbook. 

Write to us
Principality Building Society 


Principality Buildings


PO Box 89 


Queen Street

Cardiff 


CF10 1UA 

 If your account allows more than one account holder, you can add an additional account holder by: 

• Completing a  savings application form and posting it to Principality Building Society, PO Box 89, Queen Street, Cardiff, CF10 1UA. 
• Visiting one of our branches. All account holders should attend when you visit. But if this isn’t possible, please let the branch know. 

If you need any help you can send us a secure message by logging into your online profile, or give us call. Here’s all the information you’ll need to be able to contact us for support.  

If the additional account holder is already a member with us, we won’t need to ask for any ID. But if they are a new customer, we will need to confirm their identity. You can find out what documents we accept as proof of identity on page 9 and 10 of this document about how we use Your Information.  

Does my account allow more than one account holder? 
Some of our accounts can only have one account holder. So you won’t be able to add an additional account holder to: 
•    An ISA.
•    An online only savings account.
•    A children's account. Children’s accounts can only be opened in the name of one child. However more than one guardian or trustee can be added. 

Depending on the ISA you open, there may be a limit on how many withdrawals you can make. Make sure you check the account terms to understand whether your ISA has any withdrawal limits. For example, you can’t withdraw money from a fixed rate ISA. You can close the ISA or transfer the balance to a different ISA; but you may lose out on interest. 
 
Withdrawing funds from an ISA could mean you lose out on interest you could have earned if your money was in the account. It can also impact your tax advantages.   
 
With a flexible ISA you can withdraw money and replace it before the end of the same tax year, without it affecting your annual ISA allowance.  

Please let us know if your passbook is lost or stolen by filling out the lost passbook declaration or stolen passbook declaration. Drop your completed form off at your local branch or post it to:  
Savings Department, Principality Building Society, Principality House, The Friary, Cardiff, CF10 3FA.  

If you’re worried you have been a victim of fraud, or have a concern about any transactions on your account please call us as soon as possible on 0330 333 4000. 

You can pay money into your savings account in a few different ways. Online, in branch, or by sending us a cheque. 

• If you’re paying money into a new account for the first time, you’ll need to fund your account with at least the minimum deposit within five business days of opening.
• If you’re transferring an ISA, please read our information about ISA transfers. 

1. Move money online 
Use these details to transfer money from another account: 
 
Sort code: 20-18-23 
Account Number: 90653535 
Reference: Use your Principality savings account number 
Payee: Your name 
 
What you need to know 

• We use Barclays as our bank provider. Don’t worry if your bank flags that you’re moving money to a Barclays account. 
• The money should show in your Principality account within two hours. 
• If you plan to save regularly you can set up a standing order after your first payment. This must be from a UK bank or building society account in your name.  
• If you're planning to transfer money into your account on the same day you open it, your bank might not recognise your name as one that matches the account straight away. The transfer will still work, but be sure to double check the reference number is correct.

2. Visit a branch

You can visit any of our branches to pay money into your savings account (except if you have an online only savings account). Cash deposits will show in your account instantly. If you pay in a cheque it’ll take up to 3 business days for the money to show in your account.  
 

3. Send us a cheque 
Write your cheque to ‘Principality Building Society’ with your name and account number.  Then send it to the Savings Team at: Principality Building Society, PO Box 89, Queen Street, Cardiff, CF10 1UA.

If you believe you have been affected by an APP scam, please follow these steps:
Contact us immediately
Call our customer service team on 0330 333 4000 to report the scam as soon as you suspect you’ve been scammed.
Please note we’re open: Monday to Friday: 9:30am - 5pm Saturday: 9am - 1pm

Provide details
You'll need to share key information about the transaction, such as the amount, date, and recipient's details. We may also request additional information if needed.

Know your rights 
You have the right to request reimbursement for fraudulent payments made via Faster Payment or CHAPS. You must report the scam immediately and within 13 months from the last payment.

When can I expect to receive reimbursement?
If you’re eligible for reimbursement, you’ll usually receive it within five business days of your request. We may need a bit more time (up to 35 days) if we’re waiting for additional information. 

In some cases, you may need to pay an excess of up to £100, which we’ll look at on a case-by-case basis.

What if I'm unhappy with the outcome of my claim?
If you are unhappy with the outcome of your claim you can contact the The Financial Ombudsman Service.
•    Postal address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR 
•    Telephone number: 0300 123 9123
•    Switchboard: 020 7964 1000 
•    From outside the UK: +442079640500

You must refer your complaint to the Financial Ombudsman within 6 months of receiving your outcome letter.
 
You can also view our latest complaints report.

More information on Authorised Push Payments.

Each tax year (from April 6 until April 5 the next year) you have an annual tax-free ISA allowance. Tax-free means the interest you earn isn’t subject to UK Income Tax and Capital Gains Tax. Tax treatment depends on your individual circumstances and could change in the future.  
 
The ISA allowance for the 2024/25 tax year is £20,000. The amount is reviewed by the Government each year and could change in the future.  
 
Your annual ISA allowance can be split across the four different types of ISAs: cash ISAs, stocks & shares ISAs, lifetime ISAs, and innovative finance ISAs.  At Principality you can only pay into one cash ISA each tax year.  
 
Different cash ISAs have different terms. Some allow you to pay in the full amount of your annual cash ISA allowance as a lump sum. With others you can pay in smaller amounts over time. 

Confirmation of Payee is a service that checks if the name entered on the payment matches the name on the account you're paying into.  

You can't opt out of checks for payments from your Principality account.  We recommend against opting out of Confirmation of Payee checks for payments into your Principality account, but should you wish to do so, please speak to a colleague in branch, call us on 0330 333 4000 or send a secure message through Your Account.  

You can opt back in at any time.

First you’ll need to register the death with us.  

We're here to help if you're experiencing bereavement. Then, if you are a Personal Representative, you can request to withdraw money from the account to pay for the funeral, Inheritance Tax, probate, or solicitors certification fees. 

We’ll need: 

• One form of name identification.  
• One form of address identification. 

These can be an original document or copy. We no longer require certified copies. 

We're here to help if you're experiencing bereavement.

Additional Permitted Subscriptions (APS) allows you to inherit an ISA allowance left behind by your spouse or civil partner.    

APS refers specifically to inheriting the ISA allowance; not the funds in the ISA account.   

The APS allowance is available to you within 3 years of the death or your spouse or partner, or 180 days after the administration of the estate is complete – whichever is later.  Talk to us about inheriting an ISA allowance by calling 0330 333 4000.  

Financial abuse can take many forms. And it can happen to anyone, regardless of your age, gender, ethnicity, class, religion, or disability.   

Financial abuse can look like: 

• Stopping you from working or getting to your job. 
• Making you hand over control of your bank accounts. 
• Making you explain what you’ve spent your money on. 
• Stopping you buying essentials. 
• Taking out credit cards or loans in your name. 
• Spending your household budget on other things without telling you. 
• Withdrawing money from your account without your knowledge or permission. 

Worrying about your finances can leave you feeling isolated. But you’re not alone. There are a number of organisations you can seek free and independent advice from. 

If you need urgent help, please call the Samaritans on 116 123.  

Other useful organisations:

• For advice on dealing with debt visit Gov.co.uk.
• For information on budgeting and money management visit Money Helper.
• For information on money and mental health visit Mental Health and Money Advice.
• For free debt advice visit Step Change. 
• For free debt advice in Scotland visit Step Change Scotland. 
• For support on debt and money issues (in Wales) visit Citizens Advice Wales.
• For support on debt and money issues (in England) visit Citizens Advice England.

If you find it difficult to hear, we can help.  We have hearing loops in all our branches, and other ways to help: 

• We can use text relay: This translates text into speech, and speech into text.
• We can speak more slowly and clearly: To help you if you lip read.
• We can talk to another person about your account: You can nominate someone to speak to us about your account on your behalf. 
• We can make appointments longer: We can adjust the length of your appointment, so there’s more time to talk.
• We can read information aloud: We’ll read forms and documents out to you, if you ask.  

Either tell your local branch about your needs or contact us to let us know.  
 
You can also look to organisations like these for help and support: 

• RNID: Royal National Institute for Deaf People - 0808 808 0123
• BDA: British Deaf Association 

We’re sorry for your loss 

We're here to help if you're experiencing bereavement. We know this is a difficult time. When someone dies, we’ll do all we can to help you manage the finances. Here’s how we will support you when someone dies. 

If you think someone you know is a victim of financial abuse, they might need some support from you to ask for help. You can show them the UK Finance ‘It’s your money’ leaflet and encourage them to contact us, their bank or building society, or one of the organisations listed at the back of the leaflet. 

When you need to sign forms, we can show you where the signature is needed.  

If you’re unable to sign or produce a consistent signature, we have other ways you can prove your identity.  

What to do  

There are a few ways to register for Power of Attorney:

• Book an appointment at your local branch.
• Post your documents to Specialist Customer Support, Principality Building Society, PO Box 89, Queen Street, Cardiff, CF10 1UA. 
• Email your documents to identification@principality.co.uk.

What documents you’ll need: 

The donor needs to provide 

• Their Power of Attorney documentation. 
• Their passbook (if they use one). 

The attorney needs to provide 

• Two different forms of ID. We use one to verify your name and one to verify your address. 
• A signed copy of the Principality Power of Attorney Declaration form. 

You can request a hard copy of this form by calling 0330 333 4000 or emailing enquiries@principality.co.uk. If a solicitor is acting as the attorney they’ll need to send us a letter confirming this on their headed paper, a practising certificate, or one form of name identification.  

ID documents we can accept 

Some common examples of documents used are: 

To verify a name 

• A current signed UK passport. 
• A current signed full UK driving licence or paper licence. 
• EU member stage ID card or EU passport. 
• A Non-EU Passport with a valid visa. 

To verify an address 

• A recent gas and electricity bill (under 3 months old). 
• A recent water bill (under 12 months old). 
• A recent local authority tax bill (under 12 months old). 

We do also accept other forms of ID. For a full list of ID documents we can accept, download our leaflet about how we use your information. 

Please note that the attorney or customer can open an account online; however, once registered with Power of Attorney, online access will be removed.

For more information, read our registering Power of Attorney guide.

To remove Power of Attorney, you’ll need to follow the steps on the government website. Once Power of Attorney has been removed, please let us know so that we can update the donor’s account.  

A linked account is an account with another bank or building society that we’ve verified belongs to you. This helps us protect you from fraud when you transfer money out of your Principality savings account electronically. 

If you have an online only savings account with Principality you can change your linked account by: 

• Logging into your online profile and sending a secure message. 
• Calling us on 0330 333 4000. 

Managing your savings online is easy.  You'll need to create and activate an online profile. 
 
Step 1: Creating your online profile  

We’ll ask you for: Your Principality account number, your mobile phone number, and your email address. For security reasons, your email and mobile phone number must be used only by you. If you’re a new customer opening an account online for the first time, you’ll do this step as part of your application. 

• Get started online by filling in a few personal details and setting your password. 
• We’ll email you a copy of your user ID straight away. 
• We’ll also send you an activation code in the post; it should arrive within 3-5 days. 

Step 2: Activating your online profile  

You’ll receive your activation code in the post. You’ll only need to use it once. Here’s what to do:

• Log in using your user ID and password. 
• You’ll be asked to enter passcode, which we’ll send to you as a text. 
• After you’ve entered your passcode click ‘Enter Activation Code’ on your dashboard.  
• Enter the activation code from your letter. Your online profile will be activated.  

We take your online security seriously. Just like all other UK banks and building societies, we carry out extra security checks to help keep you safe when managing your finances online.  We help keep your information safe in a few ways: 

By making sure you have a strong password. Your password should have 10 or more characters, including capital letters, symbols and numbers. 

By asking for a mobile number that’s used only by you. We ask you to link a personal mobile number to your online profile so we can carry out a security check each time you log in. That’s why it’s important the mobile phone number you use to register is yours alone, and not shared with anyone else. 

By asking security questions. If you forget your password you’ll need to answer three security questions to reset it. 

By sending you an activation code in the post. This helps us verify that it’s you living in the address you’ve provided to us.  

Here are some reminders: 
 

• We emailed you your user ID when you set up your online profile; it starts with a 'P'.
• Your password and security question answers are case sensitive. 
• You chose your own answers to the security questions.

If you're still having trouble logging in, or you're getting a notification saying your account is 'locked', please call us on 0330 333 4000.

If you can't access your profile but need to update your personal mobile number:  

Just give us a call and let us know your new number. We’ll update it for you. 

Once you create an online profile, you need to wait a few days to activate it. Here’s what to expect. 

We will send you an activation code in the post. It should arrive within 3-5 days.

Once you’ve received it, here’s what to do:

• Log in using your user ID (you’ll find this in the email we sent you when you registered) and the password you chose when you registered for an online profile.
• You’ll be asked to enter passcode, which we’ll send to you as a text.
• After you’ve entered your passcode click ‘Enter Activation Code’ on your dashboard.
• Enter the activation code from your letter. Your online profile will be activated. 

Please let us know if your passbook is lost or stolen by filling out the lost passbook declaration or stolen passbook declaration. Drop your completed form off at your local branch or post it to:  
Savings Department, Principality Building Society, Principality House, The Friary, Cardiff, CF10 3FA.  

If you’re worried you have been a victim of fraud, or have a concern about any transactions on your account please call us as soon as possible on 0330 333 4000. 

If you believe you have been affected by an APP scam, please follow these steps:
Contact us immediately
Call our customer service team on 0330 333 4000 to report the scam as soon as you suspect you’ve been scammed.
Please note we’re open: Monday to Friday: 9:30am - 5pm Saturday: 9am - 1pm

Provide details
You'll need to share key information about the transaction, such as the amount, date, and recipient's details. We may also request additional information if needed.

Know your rights 
You have the right to request reimbursement for fraudulent payments made via Faster Payment or CHAPS. You must report the scam immediately and within 13 months from the last payment.

When can I expect to receive reimbursement?
If you’re eligible for reimbursement, you’ll usually receive it within five business days of your request. We may need a bit more time (up to 35 days) if we’re waiting for additional information. 

In some cases, you may need to pay an excess of up to £100, which we’ll look at on a case-by-case basis.

What if I'm unhappy with the outcome of my claim?
If you are unhappy with the outcome of your claim you can contact the The Financial Ombudsman Service.
•    Postal address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR 
•    Telephone number: 0300 123 9123
•    Switchboard: 020 7964 1000 
•    From outside the UK: +442079640500

You must refer your complaint to the Financial Ombudsman within 6 months of receiving your outcome letter.
 
You can also view our latest complaints report.

More information on Authorised Push Payments.

We take your privacy seriously. We’ll protect your privacy and make sure we keep any personal information you provide secure. Read about how in our privacy policy. 

We take your online security seriously. Just like all other UK banks and building societies, we carry out extra security checks to help keep you safe when managing your finances online.  We help keep your information safe in a few ways: 

By making sure you have a strong password. Your password should have 10 or more characters, including capital letters, symbols and numbers. 

By asking for a mobile number that’s used only by you. We ask you to link a personal mobile number to your online profile so we can carry out a security check each time you log in. That’s why it’s important the mobile phone number you use to register is yours alone, and not shared with anyone else.

By asking security questions. If you forget your password you’ll need to answer three security questions to reset it. 

By sending you an activation code in the post. This helps us verify that it’s you living in the address you’ve provided to us.  

Let’s fight fraud together. We do everything we can to protect you from fraudsters and keep your money safe. 

You can find the details about how we keep your information safe in our online security policy. 

We also have lots of tips so you can protect yourself from fraud and report any unusual activity. 

If you aren’t satisfied with our final response to a complaint, you may be able to refer the matter to the Financial Ombudsman Service for review. If this is the case, we'll inform you in writing.  
 
You can refer a complaint to the Financial Ombudsman. You must do this within 6 months of our final response. 

Postal address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR 
Telephone number: 0300 123 9 123

Switchboard: 020 7964 1000 

From outside the UK: +442079640500

You can also view our latest complaints report. 

If you make a complaint about a payment service (like a telegraphic transfer or online payment), we'll write to you with an update after 3 weeks if your complaint is still open. We’ll write again with a final decision on your complaint within 7 weeks. 

Our privacy policy explains how we collect and use your information.  

Our head office is located in Cardiff city centre. Our address is  Principality Building Society, Principality House, The Friary, Cardiff, CF10 3FA.

We care about your financial future. As a mutual building society, we’re owned by and run for you; our members. 
 
We’re committed to maintaining high standards of honesty and openness. Visit our corporate governance pages for information on the rules and guidelines we follow to operate as a responsible business. 

We have branches throughout Wales and the borders. Find your local branch.  

Principality members can take an active role in our Society’s future by voting and attending our Annual General Meeting (AGM). At the meeting you’ll hear from us about the Society’s performance and have a chance to ask the Board and Senior Team any questions. We also publish the results of any voting.  

If you’ve made a complaint, you'll receive a letter from us formally acknowledging your complaint. We’ll send the letter within 10 days of you contacting us. 
 
We always aim to investigate complaints as quickly as possible, but if your complaint is still open after 4 weeks, we'll write to you with an update. 
 
If your complaint is still open after 8 weeks we’ll write again. 
 
Our Complaints Department may try and phone you but we'll always provide a response in writing or by email. This will let you know our decision related to your complaint, along with our reasons for reaching our decision. 
 
An email and telephone number will also be provided in every letter for you to contact us should you wish to discuss this further. 

Our privacy policy explains how we collect and use your information.  

We always aim to provide an excellent standard of service. However, we recognise that on occasion things may go wrong. Our complaints procedure is here to help you achieve a speedy and satisfactory resolution. You can make a complaint: 

• At one of our branches.
• By phone: 0330 333 4000.
• By email: complaints@principality.co.uk.
• In writing: "FREEPOST PRINCIPALITY BUILDING SOCIETY - Complaints" (No stamp needed).
• On social media: Facebook, X, and Instagram. 

Our privacy policy explains how we collect and use your information.  

There are a range of ways to get in touch with us. Visit our contact page to choose the best way for you.