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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 the team via live chat or call us on 01225 330014.

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

    You can currently apply for our Instant Access and Instant ISA accounts online. Later this Spring you will also be able to apply online for a wider range of personal savings accounts. Please check the website for updates.

    Can’t wait? In the meantime you can download an application form from the relevant product page, complete and send via email to savings@bibs.co.uk or print and post to us. (See ‘How Can I Open An Account’ below).

     

  • How can I open an account?

    There are several ways you can open an account with Bath Building Society, you can open selected accounts online and all other accounts can be opened by post or by popping into one of our Branches or Agencies.

    To apply online for an Instant Access or Instant ISA 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 other documentation to verify your ID.

  • I am an existing savings customer, can I open another account online?

    If you manage your personal savings account via Bath Online you will now be able to open a new Instant Access or Instant ISA account via the online portal by clicking ‘Products’ and then ‘Apply’.

  • I am an existing customer applying for a new savings account online and I need to update my personal details, what do I do?

    If you already have a Bath Online account to manage your savings with us, you can update some of your personal details in your Bath Online account before applying for your savings account using the ‘Your Details’ section. If there are details you cannot update online, please contact our friendly customer service team via live chat, email savings@bibs.co.uk or visit one of our Branches and Agencies. You can also call us on 01225 330014.

  • 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 form on behalf of a child when opening a junior account. Here’s how it works:

    • Decide which account you would like to open.
    • Read the Key Product Information in conjunction with our Savings Rate Brochure and General Terms & Conditions.
    • Complete and sign the application form for the account you wish to open. This form can be downloaded at the bottom of the account information page.
    • The child’s details need to be completed as applicant one on the application form. 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.
    • Take the completed application form into any of our Branches or Agencies, or you can email it to savings@bibs.co.uk or post it to our Head Office.
    • If you are opening an account in one of our Branches or Agencies make sure you have the correct ID with you as outlined in the application form.
      • If you are opening an account by email please send us a copy of the child’s birth certificate, copy of photo id if they have it (eg. passport), a photo of the child (a ‘selfie’ is fine) and a photocopy of a bank statement for the nominated bank account which shows the account number, sort code and bank name. If this isn’t possible you may send a photograph of the front of a bank card if it shows the sort code, account number and account name, or a photograph of a blank cheque.  If the account is being opened by an adult other than the parent, we also need to see proof of address for the parents (i.e where the child is living).
      • If you are opening an account on behalf of a child by post, we’ll let you know what we need when we receive your application form.
      • You can open your account with a cheque payable to yourself or you can send your initial deposit by faster payment from your nominated account once the Bath Building Society account has been opened. Please contact our customer service team for further details.
    • 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.
  • Do I need to complete a new application form to open a savings account if I am transferring funds from another Bath Building Society account?

    Yes, you need to complete either a new application form, or a product transfer form depending on account type and if the existing account is to be closed or not.  You can download application forms from the website or contact our customer service team for more information.

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

    When you open a savings account with us we’ll ask for proof of your name and address. All financial institutions are required to gather this information to verify your identity, prevent fraud, and comply with money laundering regulations.  The following are popular documents to verify your ID:

    • A photo of your photo identification (for example a bus pass, driving licence or passport)
    • A photo of yourself so we can check against ID (a selfie is fine!)
    • A photo of the front of your bank card or a bank statement showing your nominated bank details

    To apply online for an Instant Access or Instant ISA 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. For a full list of documents we accept to verify your ID, you check the Verify Your Identity page.

     

  • 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 our Business, Professional or Charity accounts you can book an appointment to talk to one of our account specialists, contact the team via live chat, by email at savings@bibs.co.uk, or visit one of our Branches or Agencies.

     

Managing my account
  • 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.

  • 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.

  • 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.

    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 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.

  • 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.

  • I’m posting a cheque to the customer service team, do I make it payable to myself or Bath Building Society?

    When paying 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.

  • 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 via live chat or call them on 01225 330014.

  • How long will it take for a deposit to show up in my account?

    Funds transferred will appear in your online account the next working day.

  • I’ve moved house, how can I update my address details?

    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 this 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 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 our Head Office on 01225 330014, or visit any of our Branches or Agencies.

  • 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.

  • 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.

     

ISA 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.

  • How much can I save with an ISA?

    Every year, starting on 6 April, you will receive a new ISA allowance. The ISA allowance for 2020/21 is £20,000 and the Junior ISA (JISA) limit for 2020/21 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.

  • What information will I need to apply for an ISA online?

    What do I need to apply online?

    Please make sure you have the following to hand before you start:

    • Your residential address including postcode.
    • Your National Insurance Number (For ISA customers only).
    • A mobile phone number if you have one.
    • Your Bank or Building Society account number and sort code. This needs to be a personal account in your name (either sole or joint) and will be used for any requested withdrawal payment that you have asked us to send you, once your ISA is open.
    • An email address. This is how we will correspond with you regarding your account.
  • How do I apply for an ISA?

    Go to the Instant ISA account page on the website and you will have the option to apply online or download an application form. If you choose to download an application form, you can send it to our Head Office via post or email once completed. You can also open an account at one of our Branches or Agencies.

    To apply for an Instant ISA online you have to meet the following criteria:

    • be aged 16 or over and be a UK resident for tax purposes.
    • not already hold an ISA with us.
    • hold a UK bank or building society account in your name.

     

     

     

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

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

  • Can I withdraw money from an ISA?

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

Other information
  • 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.

  • 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.

  • 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.

    To let us know about the death of a Member, you can can call 01225 330014 or email savings@bibs.co.uk with any questions.  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.

     

  • 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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