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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.

You can also find FAQs about our Mobile App on the website.

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

    Yes, you can apply for many of our accounts online via our Mobile App or Bath Online. For some accounts you will need to download an application form or pop into one of our Branches where the team will be happy to help you. Please refer to the relevant product page for more detail. 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. For more information, contact our Customer Service team.

     

     

  • 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.

    If you don’t have access to a local Branch 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, via the Mobile App or in one of our Branches.
    • 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.
    • 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 or via the Mobile App you can now open any of our personal savings accounts online.

     

  • 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, via the Mobile App or by popping into one of our Branches.  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 our Customer Service team 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.

     

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

    Our online account opening facility and Mobile App are 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 our Customer Service team or visit one of our Branches.

  • How do I access my account online?

    The easiest way to manage your savings account online is by using Bath Online or via the Mobile App.

    Bath Online and the Mobile App allow you to manage your account, view your balance, make payment requests, update personal information and apply for additional accounts 24/7.

     

Managing my account
  • What does a base rate change mean for my savings?

    We may change our interest rates to respond to changes in the Bank of England base rate or changes in law, to meet relevant regulatory requirements, or to respond to changes to codes of practice or changes in our costs.

    If our interest rates go up, we will tell you about it by putting notices in our Branches and here on our website. If rates go down, and your balance is over £100, we will send you a personal notification to tell you at least 14 days before we make the change.

    You can view our full range of personal savings interest rates here.

  • How do I access my account online?

    The easiest way to manage your savings account online is by using Bath Online or via the Mobile App.

    Bath Online and the Mobile App allow you to manage your account, view your balance, make payment requests, update personal information and apply for additional accounts 24/7.

     

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

    Head to the How To Use Bath Online FAQ page to find the answers to some of the more common questions our Members ask us about Bath Online.

     

  • Can I make an electronic payment to my account?

    To make an electronic payment into your account you can follow these steps:

    Sole Personal Savings Account:Select ‘Personal’ and use the full name the account holder
    Joint Personal Savings Account:Select ‘Personal’ and use the full name of one of the account holders
    Business Accounts: (Pension/Trust/Charity)Select ‘Business’ and use the full name of the Business or Organisation
    Sort Code:62-30-45
    Account Number:00000000 (This is our NatWest account number)
    Reference:This is an 8 digit reference number, also known as your account number. It should be used in the reference section of your banking payment screen.

    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.

    Payments are processed between 9:00am and 3:30pm on working days and take one working day to be deposited into your account. Here are some examples:

    •      If you make a payment before 3:30pm on Monday, it will be deposited by 5:00pm on Tuesday.
    •      If you make a payment after 3:30pm on Monday, it will be deposited by 5:00pm on Wednesday.
  • 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 larger payments, 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?

    Yes, it is possible to make a transaction by calling our Savings team.

    You can also register for Bath Online or the Mobile App 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 Customer Service 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 will be added to your Bath Building Society account.

  • How do I change my address?

    The address that you give us on your application will be the address we will use for all correspondence with you unless you tell us otherwise. Please tell us if you change your 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.
    • It is also possible to change your address by calling the Savings team.
  • 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)

    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.

    You’ll find more information in our Accessibility & Specialist Support section, or 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 our Customer Service 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.

    You’ll find more information in our Accessibility & Specialist Support section, or please read our Power of Attorney and Deputies brochure click here.

  • 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 or the Mobile App, 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 or via the Mobile App.

  • 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 or the Mobile App. Both are simple to do and are available 24/7. Alternatively contact our Customer Service team.

Savings products
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 Savings account holder.  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 a Branch in Oldfield Park and a Branch in Wood Street, Bath.

    Normal opening hours are:

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

    Saturday: 9am-1pm

    You’ll find more information about our Branch opening hours here.

  • What are your current savings interest rates?

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

  • What are your 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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