Help and Support

Some of our savings accounts have withdrawal limits, or do not allow withdrawals until the account has matured. Check your account terms first.  If you have an online only savings account, you won’t be able to make a withdrawal in branch.  

If your account terms allow immediate access to your funds, here’s how you can make a withdrawal: 

Cash: Visit one of our branches. Our daily cash withdrawal limit is £500 per customer. If you’d like to withdraw more than £500 in cash, please contact the branch 2 business days in advance. For withdrawals of over £2,000, we’ll ask for a form of ID. For a full list of ID documents we can accept, download our leaflet about how we use your information. 

Cheque: You can make a cheque withdrawal from a branch or agency of up to £85,000. If you’d like to withdraw more than £85,000 as a cheque, please contact the branch you plan to attend to let us know at least 5 business days in advance.  You can also request a cheque by calling us on 0330 333 4000, writing to us, or sending us a secure message from your online profile. These requests can take up to 5 business days to complete. 

Faster Payment: We can make faster payments to another account in your name. If you request a faster payment by 3:30pm you’ll receive the funds the same day. If you make your request after 3:30pm, you’ll receive the funds the next business day. 

We will need proof that the receiving account belongs to you. We do this to protect you from fraud, especially if you haven’t transferred funds to this account before. This proof could be a bank card or bank statement showing the account holder’s name, sort code and account number. The maximum you can transfer using faster payment is £120,000. 

If you have an online only account, you can make a withdrawal of £20,000 to your linked account in one transaction, up to a maximum of £100,000 per day. 

Telegraphic Transfer: We can arrange telegraphic transfers to another account in your name. There is a charge for making a telegraphic transfer. Find more information about our fees in our Savings Tariff of Charges leaflet. If you request a telegraphic transfer before 3:30pm, you’ll receive the funds on the same day. If you make your request after 3:30pm, you’ll receive the funds the next business day. 

We’re sorry for your loss 

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

What happens to a savings account after someone dies depends on the type of account they held with us. 

Sole accounts: These will remain open and the money in the account will continue earning interest until the account is closed. If the account is a bond, you can choose to close it early with no loss of interest. If you choose to keep the bond open until it matures, we will notify you a few weeks before the account reaches maturity. 

Joint accounts: Once you’ve registered a death with us, we will remove the name of the deceased from the account and amend the relevant documents for you. 

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. 

Get access to some exclusive member rates when your account ends. The rates we advertise are limited availability and can be withdrawn or amended at any time. 

We apply the rate available on the date you apply. This means the rates provided in the maturity information we sent you aren’t guaranteed. To take advantage of these exclusive rates, contact us with your decision as soon as possible. 

What are my options when my account matures? 

• Reinvest in a new account. You can fully reinvest in a new bond or ISA online, after we send you your maturity information. And you can make additional deposits for up to five business days after opening the account. Choose a new account online, visit a branch, or give us a call.  
• Take out a little and reinvest the rest. You might want to reinvest in a new bond or ISA with some of your money rather than all of it. Just use the form in your maturity pack or log into your online profile to let us know. 
• Close your account. You can withdraw all the money in your account and transfer it into your nominated bank account, or an existing Principality savings account on the day your savings account matures.  
• Receive your money by cheque. Simply visit a branch with your ID and account details, or send us a secure message via your online profile. 

If you do nothing, we’ll move your money into the account we told you about in your maturity notice.  

How long do I have to apply for a new savings account? 

To take advantage of our exclusive member rates, you must apply for your new account within 14 days of your maturity date. This could be 14 days before or after the date your current savings account matures.  

If we don’t hear from you before your maturity date, your balance will automatically be moved into the account we told you about in your maturity notice. Once this happens, you can make withdrawals or close the new account whenever you want. 

Standard Variable Rate (SVR) is the interest rate a mortgage lender applies to their standard mortgage. The SVR is our normal interest rate without any discounts or deals. It can go up, for the reasons stated in our terms and conditions, or down at our discretion. 
 
Any changes will usually (but not always) be due to changes in the Bank of England Bank Rate. (You’ll also hear it called the base rate). Principality's SVR is currently 6.80%. 

You can make a mortgage repayment online through a bank transfer. Unless you have more than one mortgage account with us. If you have multiple Principality mortgages please call us to make a payment instead.  

To make an online mortgage payment please use these details: 

Account Number: 90653535 
Sort Code: 20-18-23 
Reference: Your Mortgage Account Number (excluding the dashes) 

Who are you paying? Some banks ask if the account you are sending your money to is personal or business. To make a mortgage repayment, please choose ‘personal’. 
 
Name of payee:  Your name as it appears on your mortgage account.  
 
Recipient bank:  As a building society we use Barclays bank as our bank account provider. So don’t worry if you see Barclays bank appear as the recipient bank when making a mortgage repayment. 

 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. 

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 your monthly payment changes as a result of a change to the Bank of England Bank Rate, we’ll write to you with the details. 

• If you pay by direct debit: we’ll automatically collect your new monthly amount on the payment date shown in your letter.  
• If you pay by standing order: contact your bank to amend your standing order amount from the date your new monthly payment is due. We can’t change your standing order on your behalf.  
• If you pay by cash or cheque: please change your payment to the new amount from the date the payment is due.  

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

If you have set up an online profile you can log in to check your interest rate. Or you can view the interest rates on all our savings accounts. If your account is no longer on sale, you’ll need to check our information for accounts no longer on sale to new customers. 
 
Offsale fixed rate accounts information

Offsale variable rate accounts information