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 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.  

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.

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. 

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%. 

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.

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. 

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 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.