Help and Support
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If your repayments are changing for any reason, we will always write to let you know.
If you are on a Tracker Mortgage, your interest rate is variable and it 'tracks' the Bank of England Bank Rate until the end of the initial term. This means any changes to the Bank of England Bank Rate will have an effect on your rate. So your monthly payments could go up or down depending on the change. Changes to our SVR wouldn't mean a change in the rate of your tracker, as our SVR and Bank of England Bank Rate aren't linked directly.
If you have any other type of mortgage with us, your deal won’t be directly impacted by changes to the Bank of England Bank Rate. However, changes we make to our SVR may be influenced by changes to the Bank of England Bank Rate.
Your offer letter explains how your mortgage rate works. If you have any questions, please contact us.
If you have an online only savings account with Principality, we’ll ask you to set up a linked 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.
You can change your linked account by:
- Logging into your online profile and sending a secure message.
- Calling us on 0330 333 4000.
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 The rates we advertise are limited availability and can be withdrawn or amended at any time.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.
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.
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 a 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.
Your statement shows the interest you’ve earned for the year, as well as your ‘move money in’ and ‘move money out’ transactions. If you find anything on your statement which you believe is incorrect please let us know immediately. Please send your statement to our Customer Service Department at Principality Building Society, PO Box 89, Queen Street, Cardiff, CF10 1UA, highlighting the queries.
Please read the following information with your statement.
To get a tax certificate for your savings account, either
- Log into your online profile and send a secure message
- Call us on 0330 333 4000.
- Visit one of our branches
You'll need to tell us which savings account and the year you need the tax certificate for.
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 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.
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