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FAQs

Here’s a list of questions we are often asked by our savings customers. If you can’t find the answer you’re looking for, please contact us.

Opening a new account
  • Can I apply for a savings account online?

    You can apply for all our personal savings accounts online. Simply click the ‘Apply Online’ button at the bottom of each product page.

     

  • How can I open an account?

    All personal savings accounts can be opened online or by popping into one of our Branches or Agencies.

    When you apply online, the Society will check your identity electronically at the time of application.  This works for most applicants, but don’t worry, if we can’t do it for you, we should still be able to open an account for you, but we will need to ask for some other documentation.

  • How can I open an account if I don't have an email address?

    If you don’t have an email address you can open an account by popping into one of our Branches or Agencies.

    If you don’t have access to a local Branch or Agency please contact our customer service team and we’ll help you find the best way to open an account.

  • How can I open a savings account on behalf of a child?

    Up to the age of seven we require an adult to sign an application on behalf of a child when opening a children’s account. Here’s how it works:

    • Decide which account you would like to open.
    • Read all the information on the product page on the website.
    • Apply online or in one of our Branches or Agencies.
    • If you apply online, you will be asked to enter your own details and we will request the child’s details later in the application process.
    • The child’s details need to be completed as applicant one. If the child is seven years or over, there is the option for them to sign as applicant one if you wish.
    • If there is to be an adult signatory on the account, they should complete and sign the application form as applicant two.
    • Further signatories will need to complete an Additional Details form, which is available on request from our customer service team.
    • You can send your initial deposit by faster payment from your nominated account, or with a cheque made payable to yourself once the Bath Building Society account has been opened.
    • We will send you a welcome letter once the account has been opened. If you have any queries at any time, then please contact our customer service team or visit one of our Branches or Agencies.
    • Please note the proceeds in the account belong to and are for the sole benefit of the child.
  • I am an existing savings customer, can I open another account online?

    If you manage your savings account via Bath Online you will now be able to open any of our personal savings accounts via the online portal by clicking ‘Products’ and then ‘Apply’.

  • Do I need to complete a new application to open a savings account if I am transferring funds from another Bath Building Society account?

    Yes, you can apply for a new account online, or by popping into one of our Branches or Agencies.  Depending on the account type and if the existing account is to be closed or not, you may need to complete a product transfer form.  Contact us for more information.

  • What proof of ID do I need to open an account?

    All financial institutions are required to gather information to verify your identity, prevent fraud and comply with money laundering regulations.

    When you apply online for a personal savings account, the Society will check your identity electronically at the time of application.  This works for most applicants, but don’t worry, if we can’t do it for you, we should still be able to open an account for you, but we will need some additional documentation.

    You can also open an account at one of our Branches or Agencies.

     

  • Can I open a Business, Professional or Charity account online?

    Our online account opening facility is currently set up for personal savings accounts only. If you would like to find out more about the Business, Professional or Charity accounts currently available, contact the team to book an appointment or visit one of our Branches or Agencies.

  • Do you have any Bonds available?

    We do not currently have any Bond products available for new customers. Please sign up to our newsletter to hear about new products as they become available.

Managing my account
  • How do I access my account online?

    The easiest way to manage your savings account online is by using Bath Online. It’s simple to do and you can register here.

    Bath Online is the easy way to manage your account, view your balance, make payment requests, update personal information and apply for additional accounts 24/7.

    For more information go to our How To guide including step by step registration and managing account videos as well as some popular questions from our Members.

  • I’m struggling to access my Bath Online account, what do I need to do?

    If you’ve forgotten your Bath Online login credentials, you can reset your details by clicking the forgotten password link on the Bath Online login page.

    You will then need to enter your new password details.  You will be sent an email containing an activation code . When you next login (with your new password and memorable information) you will need to enter the activation code as part of the login process.

    To keep you and your money secure, we have added smart customer authentication (two step verification) to our Bath Online platform. You will now be asked to enter the smart customer authentication (SCA) code that will be sent to the telephone number we have registered for you.

    And that’s it. If you are still having problems you can watch our How To guide or contact our customer service team for help.

  • I have forgotten my Bath Online password

    If you’ve forgotten your Bath Online login credentials, you can reset your details by clicking the forgotten password link on the Bath Online login page.

    You will then be prompted to enter your new password details. You will be sent an email containing an activation code. When you next login (with your new password and memorable information) you will need to enter the activation code as part of the login process.

    To keep you and your money secure, we have added smart customer authentication (two step verification) to our Bath Online platform. You will now be asked to enter the smart customer authentication (SCA) code that will be sent to the telephone we have registered for you.

    And that’s it. If you are still having problems you can watch our How To guide or contact the team for help.

  • I have a Bath Online account, how can I check my balance?

    Bath Online is available 24/7 and allows you to view transactions, check your interest rate, request transfers to your nominated account and communicate with us.  Please note that Bath Online is updated once a day (Monday to Friday) so this could mean that although we have received your funds, it won’t display in your Bath Online account until the next working day.

    For more information go to our How To guide including step by step registration and managing account videos as well as some popular questions from our Members.

  • Can I make an electronic payment to my account?

    Yes of course. Because we are not a clearing bank, you will need three sets of numbers:

    Sort code 62-30-45

    Account number 00000000

    Reference: Your 8 digit account number (you will find your account number at the top of your passbook).

    Account Name: Bath Building Society

    Please note when sending funds please use Bath Building Society as the account name, your bank will then recognise and confirm you are sending funds to Bath Building Society. This is in relation to Confirmation of Payee and should only need to be done once.

  • My deposit isn't showing on Bath Online

    Bath Online is updated three times a day (Monday to Friday) so although your deposit may not show up immediately this doesn’t mean we haven’t received your payment. Please check again later.

  • If I send a payment when will it arrive with the beneficiary?

    We offer a next day faster payment service. The payment will leave your account on day one and reach the beneficiary no later than close of business the next working day.

    In a hurry? For a charge of £3 you can take advantage of a same day faster payment service provided the request is made before 3.30pm. The payment will leave your account on day one and reach the beneficiary by close of business the same day.

    For big-ticket items, a Telegraphic transfer (often know as a CHAPS) payment can be arranged if you provide the necessary information on the morning of the transfer. There is a £9 charge for this facility which will be charged and debited from your Bath Building Society account.

  • Am I able to make a transaction over the phone?

    Unfortunately we do not offer this service. However, you can register for Bath Online to manage your account online and make transactions to a nominated account.

  • How do I pay in a cheque?

    It is a faster, simple process to send funds to your account electronically You can set your Bath Building Society account up with your bank so you can transfer funds to your savings account as you wish (see how do I make an electronic payment above).

    However, if you need to pay in a cheque to your account, please make it payable to yourself. For example, if your name is Jane Smith, make the cheque payable to Jane Smith and not Bath Building Society.

    You can pay in a cheque at any of our Branches, or by post to the Savings team at our Head Office address.

  • How much can I withdraw from my account?

    The frequency and amount you can withdraw from your account will vary depending on the account type. Please refer to your account terms and conditions or contact our savings team.

  • How long does it take for a cheque to clear?

    Cheques paid into your account are normally reflected in your balance and will start earning interest from day one. But you may not be able to withdraw these funds until the cheque is cleared. This can take up to six working days.

  • How is interest paid on my account?

    Interest on the majority of our accounts is paid on 31st December annually, however please check the key product information for your account for more details.

    Interest can be paid into your Bath Building Society account, to another Bath Building Society account or into your nominated bank account.

  • What happens when savings rates go up?

    We will always advise you of any change to our savings rates that apply to your account. The rates will also be updated on the website.

  • What happens when savings rates go down?

    We will contact you to advise you of any reduction to our savings rates that apply to your account. The new rates will also be clearly advertised on the website at least 30 days in advance.

  • How do I change my address?

    If you are registered for Bath Online, you can change your address by sending us a secure message.

    You can also update your address by completing our change of customer details form available from the download forms section of the website.

    Then email or post to our savings customer service team at 15 Queen Square, Bath  BA1 2HN or by visiting one of our Branches or Agencies.

  • I’m unable to come into the Branch. Can I nominate someone I trust to withdraw money from my account?

    In exceptional circumstance it is possible to authorise a friend or family member to transact on your behalf as a short-term solution. We call this a third party withdrawal and you can find out more information and what to do next here.

    If you’re looking for a long term solution for help using your savings account visit our Accessibility & Specialist support pages to learn about giving Power Of Attorney to someone you trust (see next question).

  • How do I register a Power Of Attorney? (POA)

    Power Of Attorney (POA) and Deputies

    We are here to offer you and your family or friends help and support, practical guidance and understanding, to make the process of registering a Power of Attorney, or setting up a Deputy, a little simpler.

    For more information, please read our Power of Attorney and Deputies brochure click here.

    For our Power of Attorney Registration Form please click here.

    If you have any questions please contact the team.

  • Do you accept Digital Power of Attorney documents?

    We are proud to support the Digital Power of Attorney initiative. All we need is a valid access code and in most cases we can accept the documentation through this platform. For details on how to create a valid access code please visit the government website.

  • I’ve lost my passbook, what should I do?

    If you lose your passbook please contact our savings customer service team immediately and we will register it as lost or stolen. You will need to complete a Lost Passbook form and return to us with two forms of identification and then a new passbook will be issued. This may be subject to a £5 fee.

  • How do I close my savings account?

    There are various ways to close your account. If you manage your account via Bath Online you can follow online instructions to close the account. If you have an email authority in place you can email instructions to our customer service team to close the account, or you can write to us at our Head Office address.

  • I am completing my annual tax return, how can I find out how much interest I have received?

    If you need information on the interest credited to your accounts within a tax year, you can request a summary through secure message on Bath Online. Alternatively contact the team.

  • I have additional needs, where can I get extra support?

    All our customers deserve the same excellent, personal service, so we are committed to offering accessibility support for those who need it. Click here for details on how Bath Building Society can offer additional assistance.

  • How can I get a statement of my account?

    The easiest way to get a statement of your account is to register for Bath Online. It’s simple to do, available 24/7 and you can register here. Alternatively contact the team.

ISA & JISA information
  • What is an ISA?

    An Individual Savings Account (ISA) allows you to save or invest money without paying tax on the interest earned or investment returns received.

  • What is a JISA and how does it work?

    A Junior Cash ISA (JISA) is similar to a building society savings account although the money is locked in and cannot be withdrawn until the child is 18. Junior Cash ISA’s come with one big advantage, your child doesn’t have to pay tax on the interest they earn on their savings, and you don’t either.

    A child’s parent or legal guardian must open the Junior ISA account on their behalf.

    Money in the account belongs to the child, but they can’t withdraw it until they turn 18, apart from in exceptional circumstances. They can, however, start managing their account on their own from age 16.

    The Junior ISA limit is £9,000 for the tax year 2021/22. If more than this is put into a Junior ISA, the excess is held in a savings account in trust for the child – it cannot be returned to the donor. Parents, friends and family can all save on behalf of the child as long as the total stays under the annual limit.

    When your child turns 18, their account is automatically rolled over into an adult ISA. They can also choose to take the money out and spend it how they like – for example, on driving lessons, further education or job training.

  • How much can I save with an ISA or JISA?

    Every year, starting on 6 April, you will receive a new ISA allowance. The ISA allowance for 2021/22 is £20,000 and the Junior ISA (JISA) limit for 2021/22 is £9,000. You can choose to save into a cash ISA, a stocks and shares ISA, or a combination of both. Please note, Bath Building Society only offers cash ISAs.

  • How do I apply for an ISA or JISA?

    Go to the Instant ISA or Junior ISA product page to check if you are eligible to apply for the account and apply online. You can also open an account at one of our Branches or Agencies.

  • How do I transfer my ISA or JISA into Bath Building Society from another provider?

    We currently do not accept transfers of an existing ISA or JISA to Bath Building Society.  This status is reviewed regularly.

  • Can I withdraw money from an ISA or JISA?

    You may be able to withdraw money from your ISA or JISA depending on the terms and conditions of the account you have with us. Any money withdrawn out of an ISA or JISA will lose its ISA status unless it is transferred out to another Bath Building Society ISA, or another provider.

  • Can I transfer money from a Child Trust Fund into a JISA?

    If a child was born between 2002 and 2011 they might have a Child Trust Fund (CTF). Any money in a Child Trust Fund (CTF) can normally be transferred into a JISA, however we are currently not accepting transfers of Child Trust Funds to Bath Building Society. This is reviewed regularly.

  • Are there different types of JISA?

    Your child can have a Junior Cash ISA, a Junior Stocks and Shares ISA or both. Bath Building Society will only provide a Junior Cash ISA.

    If a child has more than one type of JISA the most they can save is still subject to a £9,000 limit for the 2021/22 tax year.

    16 and 17 year-olds can also contribute into the adult equivalent of a Cash ISA (not an adult Stocks and shares ISA), up to the £20,000 limit in the 2021/22 tax year. This is in addition to any money paid into their Junior ISA.

  • What is a Child Trust Fund?

    A Child Trust Fund (CTF) is a long-term tax-free saving account for children, designed to encourage children to become savers for their future adult life.

    You can’t apply for a new Child Trust Fund because this government scheme is now closed but you can keep an existing one.  Child Trust Funds were available to all children born in the UK whose parents were awarded Child Benefit between 1 September 2002 and 2 January 2011.

    All money earned on the Child Trust Fund is tax-free, including capital gains, interest payments and any other money earned on the account. This means all the money in the fund belongs to the account holder and none of it will be lost in tax deductions.

    The first Child Trust Funds matured in September 2020, when the oldest account holders turned 18. The last Child Trust Funds will mature in 2029.

    On maturity, Child Trust Funds can either be cashed in or transferred into an adult ISA.

    If you have a Child Trust Fund and do not inform your provider what you would like to do with the money in it when it matures, the money will then be held in a ‘protected account’ until you contact them.

    Funds in a ‘protected account’ will still be tax-free, and any terms and conditions that applied to your Child Trust Fund before it matured will still apply.

  • What does APS mean?

    APS is short for Additional Permitted Subscription.

    This is offered to the surviving spouse of a deceased customer. Please contact the team for more information.

Other information
  • My relative has passed away, how can I register a bereavement?

    When someone dies, the administration can be overwhelming.  If you are dealing with a Bath Building Society savings account, we will do all we can to make the process as simple as possible for you.

    Contact us to let us know about the death of a Member.  Our customer service team will offer support and practical guidance to help you through this difficult time.

    For more information, please read our Bereavement Guide.

  • What are your Branch opening hours?

    We have two Branches in Oldfield Park and Central Bath.

    Normal opening hours are:

    Monday – Friday: 9am-5pm (9.30am start on Wednesday)

    Saturday: 9am-1pm

    We also have six Agencies in the region. You’ll find more information about our Branch & Agency opening hours here.

  • What are your current savings interest rates?

    For details of our current Savings Interest Rates please click here.

  • What are you savings terms & conditions?

    Here you can view the terms and conditions for all our savings accounts.

  • Do any charges apply to your savings accounts?

    There are normally no fees associated with the general operation of a savings account with Bath Building Society. There are charges made for some additional services and these can be found in our tariff of charges.

  • What is the Personal Savings Allowance?

    The personal savings allowance was introduced in 2016 so most people no longer have to pay tax on their savings income. The allowance is £1,000 of savings interest per year for basic rate taxpayers and £500 of savings interest per year for higher rate taxpayers. (There is no allowance for additional rate taxpayers). Interest from ISAs doesn’t count towards your personal savings allowance because it’s already tax-free.

  • How to complain

    At Bath Building Society we do our best to provide a first-class service. Occasionally, however, things can go wrong. If they do, our staff are here to try and put them right.

    Please read our formal complaints process, or request a copy from our customer service team.

    Should we be unable to resolve your complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service (FOS). The FOS was set up by Parliament to resolve individual complaints between consumers and financial service businesses, and is free to consumers. More information can be found on the FOS website – www.financial-ombudsman.org.uk

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