Savings support

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. 

Your savings account will be classed as dormant after 15 years of inactivity and locked until you can verify your identity. 

Don’t worry your savings are safe. No matter how long your account has been dormant, the money in it will always belong to you. 

How to find a dormant account?

If you think you’ve lost touch with a Principality savings account or may have opened one with a Building Society we’ve merged with either:

• call 0330 333 4000 
• visit your local branch
• write to us at Principality Building Society, PO Box 89, Queen Street, Cardiff, CF10 1UA. 

You’ll need to provide 2 forms of ID to verify your identity and re-open your dormant account. Find out more about the types of ID we accept.

How to find another person's dormant account?

If you are legally entitled to, we can help you trace another person’s dormant account. 

To trace another person's dormant account call 0330 333 4000, visit your local branch or write to us at Principality Building Society, PO Box 89, Queen Street, Cardiff, CF10 1UA.

Building Societies we've merged with:

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. 

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

• To transfer a cash ISA from another provider to us by post, please print, complete and send us a Cash ISA Transfer Form.
• To transfer one Principality cash ISA to another, use the Internal ISA Transfer Form.
• To transfer a stocks and shares ISA from another provider to a Principality cash ISA, use the Stocks and Shares ISA to Principality Cash ISA Transfer Form.
• To apply for a cash ISA through the post (please note some accounts can only be opened online), use the Cash ISA Application Form.

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. 

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. 

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.

If you believe you have been affected by an APP scam, please follow these steps:
Contact us immediately
Call our customer service team on 0330 333 4000 to report the scam as soon as you suspect you’ve been scammed.
Please note we’re open: Monday to Friday: 9:30am - 5pm Saturday: 9am - 1pm

Provide details
You'll need to share key information about the transaction, such as the amount, date, and recipient's details. We may also request additional information if needed.

Know your rights 
You have the right to request reimbursement for fraudulent payments made via Faster Payment or CHAPS. You must report the scam immediately and within 13 months from the last payment.

When can I expect to receive reimbursement?
If you’re eligible for reimbursement, you’ll usually receive it within five business days of your request. We may need a bit more time (up to 35 days) if we’re waiting for additional information. 

In some cases, you may need to pay an excess of up to £100, which we’ll look at on a case-by-case basis.

What if I'm unhappy with the outcome of my claim?
If you are unhappy with the outcome of your claim you can contact the The Financial Ombudsman Service.
•    Postal address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR 
•    Telephone number: 0300 123 9 123
•    Switchboard: 020 7964 1000 
•    From outside the UK: +44 20 7964 0500

You must refer your complaint to the Financial Ombudsman within 6 months of receiving your outcome letter.
 
You can also view our latest complaints report.

More information on Authorised Push Payments.

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.