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We’re sorry for your loss.

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 to close an account after someone dies. 

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. 

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 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. 

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. 

Depending on the ISA you open, there may be a limit on how many withdrawals you can make. Make sure you check the account terms to understand whether your ISA has any withdrawal limits. For example, you can’t withdraw money from a fixed rate ISA. You can close the ISA or transfer the balance to a different ISA; but you may lose out on interest. 
 
Withdrawing funds from an ISA could mean you lose out on interest you could have earned if your money was in the account. It can also impact your tax advantages.   
 
With a flexible ISA you can withdraw money and replace it before the end of the same tax year, without it affecting your annual ISA allowance.  

Confirmation of Payee is a service that checks if the name entered on the payment matches the name on the account you're paying into.  

You can't opt out of checks for payments from your Principality account.  We recommend against opting out of Confirmation of Payee checks for payments into your Principality account, but should you wish to do so, please speak to a colleague in branch, call us on 0330 333 4000 or send a secure message through Your Account.  

You can opt back in at any time.

To transfer your ISA to us online, follow the steps on our ISA transfers page.

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 using 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’re coming into a branch, please also bring your passbook. 

 

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