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)

We have a responsibility to verify your identity when you are opening a savings account. Like all other UK banks and building societies, we must do everything we can to help prevent financial crime and money laundering. 

If you think you might find it difficult to pay your mortgage, it's important you speak to us as soon as possible. Don’t wait until you’ve missed a payment before you get in touch. We’ll do all we can to help you.  
 
Complete a mortgage budget planner before getting in touch with us. This will help us provide you with the best support options based on your circumstances. Then either:

• Send your completed form to customersupportteam@principality.co.uk. 
• Post your form to Principality Building Society, Principality House, The Friary, Cardiff, CF10 3FA. 
• Call us on 0330 333 4020 and we can talk through your situation over the phone.

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.

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. 

Don’t worry if you fall behind on your mortgage payments. We’ll do all we can to help. Speak to us as soon as possible and we’ll support you to find a solution.  
 
Try and complete a mortgage budget planner before getting in touch with us. This will help us provide you with the best support options based on your circumstances. Then either: 

• Send your completed form to      customersupportteam@principality.co.uk. 
• Post your form to Principality Building Society, Principality House, The Friary, Cardiff, CF10 3FA. 
• Call us on 0330 333 4020 and we can talk through your situation over the phone. 

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.

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. 

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 at 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 also have a Principality savings account, please remember to bring your passbook if you visit us in branch. 

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

Before you can use your savings account, we'll need you to confirm your name and address. When you open an account online, we usually do this electronically.

If we aren’t able to identify you using our electronic verification system, we will ask you for some additional documents to help prove your identity and your address. We usually request at least two forms of ID: one to verify your name and one to verify your address. Some common examples of documents used include things like: 

To verify your name 

• A current signed UK passport 
• A current signed full UK driving licence or paper licence 
• EU member state ID card or EU passport 
• A non EU passport with a valid visa 

To verify your 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. 

If you have an ISA with another provider, you can transfer the money into a cash ISA with us, provided the ISA allows transfers in.   

If you have an ISA with Principality, you can transfer the money to an ISA with a different provider. However, this will be subject to the account terms of the ISA you have with us.  
 

Find out more about how to make an ISA transfer. 

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 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.