Help and Support

There are a few ways you can arrange to make an overpayment: 

• Set up a standing order.
• Make a payment over the phone.
• By cash or cheque at any of our branches.
• Post a cheque to us.
• Online bank transfer. 

If you make an overpayment directly from your bank, use these details: 

Personal account: Your name as it appears on your mortgage account
Account Number: 90653535 
Sort Code: 20-18-23 
Reference: Your unique Principality mortgage account number (excluding any dashes)

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 

Make your cheque payable to yourself by writing your name as the payee. If you're posting the cheque to us, you should write your Principality account number on the back of the cheque. Then send it to the Savings Team at: Principality Building Society, PO Box 89, Queen Street, Cardiff, CF10 1UA.

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. 

If you want to:

• Apply for a savings account through the post. (Please note some accounts can only be opened online.) Fill out the Savings Application Form and the Self Certification Declaration.
• Open a children's account on a trust basis: Complete the Trustee Application Form.
• Instruct your bank or building society to send a regular payment to your Principality account: Fill out the Savings Standing Order Form.

We recommend you read our Privacy Policy before sending any personal information.  

Download our mortgage terms and conditions to understand the conditions of our mortgages. 

You can also download our mortgage product terms for important details about your mortgage.

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. 

Everyone's circumstances are different, so some of these options may not be suitable for you. We'll always let you know what impact each option would have to you, including what your payments could change to after the support ends. You will need to meet our criteria for some of the solutions we have available. And while we can offer solutions, we cannot provide you with independent advice on your mortgage and your finances. 

You’ll find more information on our pages about how we can help with mortgage repayments and how we support the Government’s Mortgage Charter.

We might be able to support you by:  

Stopping your payments for a short period 
Your mortgage balance won't decrease, and interest will continue to be charged. When the payment deferral ends, your monthly payment will increase to make sure you still finish your mortgage on time and make up for the missed payments. 

Temporarily changing your mortgage to interest only 
This will lower your monthly payments but your mortgage balance won't decrease during that time. When the temporary interest only period ends and your account is changed back to repayment, your new payments will be higher than they previously were. 

Extending the time you have to repay your mortgage temporarily 
This could reduce your payments for the agreed period of time. This approach would allow you to continue to pay both the interest and capital of your mortgage, but with lower monthly payments. When this ends, your monthly payment could increase, as you'll have less time to pay it back. 

An arrangement to repay any missed payments 
If you have missed payments and you’re now able to repay these, we could come to an arrangement. You’d pay your normal monthly payment, plus an additional amount towards the missed payments every month. 

Changing your Principality mortgage products: 
If your product has come to an end or is ending, you might be able to change your Principality mortgage product to lower your interest rate; even if you have missed payments. If you’ve missed any mortgage payments you won't be able to do this online; you’ll need to contact our Mortgage Team on 0330 333 4000.  

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.  

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. 

You may need a certificate of mortgage interest (MIRAS 5) for tax purposes. It gives details of the interest charged to your mortgage account during the previous tax year. Please note that we cannot produce a certificate of mortgage interest for tax paid until the relevant tax year has ended.  
 
Call us on 0330 333 4000 if you need a certificate of mortgage interest.