FAQs For All Savings Accounts

  • Opening an account

    • Am I eligible to open an account?
    • You simply need to be aged 18 years or over, resident in the UK and only liable to pay tax in the UK.

    • How is my money protected?
    • We are covered by the Financial Services Compensation Scheme (FSCS), the current limits are up to £85,000 per person and £170,000 for money held in joint names. Please click here for more information.

       

    • How do I apply for an account?
    • Opening an account is easy. All you'll need is the sort code and account number of your personal UK bank or building society account. Then click on apply now and you'll be ready to go. If you'd like to apply by phone, please call 0345 604 2678.

    • What sort code and account reference do I need to use to pay money into my account?
    • Deposits by Faster Payments, Direct Debit, BACS, CHAPS or standing order can only be made from your nominated account and you should quote the following details:

       

      * Our Account Number: 63684431
      * Our Sort Code: 20-19-90
      * Beneficiary Name: Aldermore Bank PLC
      * Reference: your account opening reference or account number + first 3 letters of your surname (eg.1234567SMI)

    • What is a nominated account?
    • A nominated account is the UK bank or building society account you register with us when you open your Aldermore account. We link this to your savings account so that you can transfer money between accounts safely and securely whenever you like.

    • Can I open more than one account?
    • Yes, you can open as many accounts as you like, subject to the usual terms and conditions. Many people choose to open different accounts for different purposes, to help organise their finances and make planning ahead easier.

    • Can I split my ISA allowance between accounts?
    • Your annual £15,000 ISA allowance can  be saved in cash, or in stocks and shares, or a combination of the two.

       

      You can split your Cash ISA allowance between any of our Cash ISA products. This will be classed as one Cash ISA for the purposes of tax-free allowances and HMRC reporting. We are currently one of only a handful of UK providers who will allow this split.

    • How does a joint account work?
    • You can have up to 2 account holders per account. We assume that you both have equal share of the money in the account and you are both jointly liable for the account. We will usually act on a sole instruction from either of you unless you advise us of a dispute on the account. To advise us of a dispute on the account, please write to us. In this case you will need to operate the account by post and include the signatures of both account holders until such time as you notify us otherwise.
    • What account opening checks do you carry out?
    • As with all UK savings accounts, we check your identity and address before you open an account. To make this as easy as possible for you, we do this by checking a number of electronic databases. In a minority of cases we may sometimes need to ask you to send us some identification by post. We will tell you this before you open an account. We also carry out a number of fraud checks when we open your account.
    • Do I need to give you my National Insurance number?
    • There are only 2 reasons why you would need to give us your National Insurance number: * If you are opening a Cash ISA * If you are a non-tax payer and you'd like to receive your interest without tax taken off as a non tax payer
    • Can I change my mind?
    • If you open a Fixed Rate Account, there is no cancellation cooling off period. However, for all our other accounts, if you change your mind within 14 calendar days of receiving your welcome pack give us a call and we'll cancel your account, and no notice periods or charges will apply.
  • Paying money into your account

    • How do I pay money into my Easy Access, Notice Cash ISA or Notice account?
    • By BACS, CHAPS or Faster Payments

      Contact your bank or building society and quote the following details:

      * Our Account Number: 63684431
      * Our Sort Code: 20-19-90
      * Beneficiary Name: Aldermore Bank PLC
      * Reference: your account opening reference or account number + first 3 letters of your surname (eg.1234567SMI)

      Important:

      * If your bank or building society does not include your reference number when they submit your instruction, it may not be possible to allocate the funds to your account. In this case we will return the funds without interest.

      * Please ensure your bank or building society do not send us your deposit into a Fixed Rate Account as multiple payments as this may result in some of the payments being rejected.


      By Direct Debit

      You can set up a Direct Debit as part of your online application - providing you give us details of your nominated account and we can identify you, you will be given this option.

      If you have already opened your account, you can still set up your Direct Debit by accessing the relevant form via our website. Simply log into your account . Remember you will need your user ID, Password and Memorable Details. Once you're logged into your account, click on the "Amend Details" section, followed by the "Personal Details" section. You then need to click on the "Nominated Account" section and from there you will be able to print off the Direct Debit form. All you need to do is complete the form, sign it and return it to us at the following address:

      Freepost RSAZ-AXXH-LHAX,
      Aldermore,
      PO Box762,
      Wallsend NE28 5DH

      If you opened your account via our postal channel you will also find a Direct Debit form in your enquiry pack. All you need to do is complete the form, sign it and return it to us at the above freepost address.

      Alternatively, you can call us on 0345 604 2678 and we will be happy to send a Direct Debit form to you. 


      By Cheque

      Simply send us a personal cheque from a UK bank or building society made payable to your surname(s) re: your account number (e.g. Smith re: 1234567).


      By Transfer from another Cash ISA Provider (Cash ISA only)

      Simply print , complete and post us an ISA transfer form for each Cash ISA you want to transfer.

    • How do I pay money into my Fixed Rate Account?
    • It is not possible to pay money into an existing Fixed Rate Account, however, we can always open another for you. Simply click to apply for your chosen account from our website or call us.
    • Can I transfer some or all of my existing Cash ISA?
    • If you hold an ISA with another provider you can transfer some or all of your balance to your Aldermore Cash ISA as part of your application. Alternatively, for Notice Cash ISAs only, you can do so at any time by logging into your account and clicking 'ISA Transfer In' from the menu, by printing an ISA Transfer Form or by calling us for a transfer form. Provided you stay within the HMRC ISA rules you can open as many Fixed Rate Cash ISAs with us as you like.

    • What is a nominated account?
    • A nominated account is an account that we link to your savings account so that you can transfer money between accounts safely and securely whenever you like. It should be a UK personal bank or building society account in your name(s) that accepts Direct Debits.
    • When will my money be available for withdrawal?
    • Subject to account terms and conditions: * Money paid in by BACS, CHAPS, Faster Payments or Standing Order will typically be available for withdrawal on the day of receipt. * Money paid in by Direct Debit will typically be available on the 3rd business day following the day of receipt. * Money paid in by cheque will typically be available for withdrawal on the 6th business day following the day of receipt.
  • Operating your account

    • How do I view my balance?
    • You can log onto your account to view your transactions. You will need your user ID, Password and Memorable Details.

       

      We will also send you a statement once a year, usually in April.

    • What is the current interest rate on my account?
    • You can see the current interest rate for your account by logging into the account and clicking on "i" in the Details column.

    • Are there any charges for operating my account?
    • There are no charges for the day-to-day operation of your account, however there may be a small charge for some non-standard services, please see our Tariff of Charges for details.
    • Do I get a chequebook or credit card with my account?
    • No.
    • How do I log in?
    • Log-in here and follow the on-screen instructions. You will need your User ID, Password and Memorable Details handy.

    • How do I withdraw money from my Easy Access Account?
    • The easiest way to withdraw money is online by logging into your account or by calling us. The money is paid to your nominated bank account and will be received within 2 business days. Same-day CHAPS transfers are available by phone although a £30 charge applies.

    • How do I withdraw money from my Notice Account?
    • The easiest way to withdraw money is online by logging into your account or by calling us to give the number of calendar days' notice appropriate to your account. We will move the money to your nominated account for you on the selected date and it will be credited to your account within 2 business days. It is not possible to withdraw money from your Notice Account without giving the full notice.

    • How do I withdraw money from my Notice Cash ISA?
    • The easiest way to withdraw money is online by logging into your account or by calling us to give the number of calendar days' notice appropriate to your Cash ISA. We will move the money to your nominated account for you on the selected date and it will be credited to your account within 2 business days. Alternatively you can transfer your Cash ISA to another provider by contacting them and advising them of a transfer date. You can withdraw your money or transfer your account to another provider without giving full notice however a penalty equivalent to 30 days' loss of interest applies.

    • How do I withdraw money from my Fixed Rate ISA?
    • You can transfer part or all of your money to another Cash ISA provider, close the account or make a partial withdrawal before the end of the term, subject to a deduction of interest depending on the fixed rate term. For 1 year ISAs this is 120 days loss of interest, for 2 and 3 year ISAs this is 180 days loss of interest.

      You can transfer your Cash ISA to another provider by contacting them and advising them of a transfer date. The easiest way to make a withdrawal is online by logging into your account or by calling us.

    • How do I withdraw money from my Fixed Rate Account?
    • It is not possible to withdraw money from your Fixed Rate Account during the term of the account. For this reason, you should only pay money in that you are sure you will not need access to for the full term.

    • How do I change my regular monthly payments?
    • Simply log into your account, select the Unprocessed Instruction and follow the on-screen instructions. Alternatively, you can call us.
    • How do I cancel a future transaction?
    • You can cancel a future transaction by logging onto your account. Remember you will need your user ID, Password and Memorable Details.

       

      Click on the section "your account statement online", and you will see your unprocessed instructions. Click on the transaction you would like to cancel and then click the amend button. From here you will be able to choose delete.

       

      Please note that if the transaction you want to cancel is not shown in the "unprocessed instructions" then we will not be able to cancel it as it's already being processed.

    • How do I close my Easy Access Account?
    • You can do this by logging onto your account. Remember you will need your user ID, Password and Memorable Details.

       

      Then click on "Move money" and select to complete withdrawal. Provided you choose to withdraw all your money your account will be closed.

       

      You can also call us if you need to close your Easy Access account on 0345 604 2678. Please have your customer ID and Memorable Details handy. Or write to us at the following freepost address: Freepost RSAZ-AXXH-LHAX, Aldermore, PO Box 762, Wallsend NE28 5DH

    • How do I close my Notice Account?
    • You can do this by logging onto your account or by calling us to give the number of calendar days' notice appropriate to your account. Provided you choose to withdraw all your money your account will be closed.

       

      We will move the money to your nominated account for you on the selected date and it will be credited to your account within 2 business days. It is not possible to close your Notice Account without giving the full notice.

    • How do I close my Notice Cash ISA?
    • You can do this by logging onto your account or by calling us to give the number of calendar days' notice appropriate to your Cash ISA. Provided you choose to withdraw all your money your account will be closed.

       

      We will move the money to your nominated account for you on the selected date and it will be credited to your account within 2 business days.

       

      Alternatively you can transfer your Cash ISA to another provider by contacting them and advising them of a transfer date. You can transfer your account to another provider without giving full notice however a penalty equivalent to 30 days' loss of interest applies.

    • How do I transfer money from my Easy Access Account, Notice Account or Notice Cash ISA to another account?
    • Please check that the account you want to transfer your money to allows additional deposits. If it does then the quickest way is to log onto your account. Remember you will need your user ID, Password and Memorable Details.

       

      Once you've logged onto your account, go to the "Move money" section and from there you will be able to pick the account you want to transfer your money from and to and also confirm the amount you wish to transfer. Remember that for Notice Accounts and Notice Cash ISAs, you will need to give us the number of calendar days' notice appropriate to your account.  

       

      You can also call us on 0345 604 2678 and we will be happy to help you transfer your money. Please have your customer ID and Memorable Details handy. Or write to us at the following freepost address:

      Freepost RSAZ-AXXH-LHAX, Aldermore, PO Box 762, Wallsend NE28 5DH       

    • What accounts can I transfer between?
    • Please refer to your account terms and conditions to confirm if you can make withdrawals or add additional deposits.

  • Your security

    • I've forgotten my Password or Memorable Details - what do I do?
    • You can reset your password in minutes simply by clicking the Log In button on our website and then by clicking on 'Forgotten Password?'
    • Someone else may know my password or Memorable Details - what do I do?
    • Please call us immediately. We will check your account for you and set up new account or security details straightaway.
    • How secure is your web site?
    • We take all security matters very seriously and use the latest technology and rigorous security measures to safeguard your account, including:
      * encryption technology
      * firewall protection
      * secure log in
      * system time-out
      * last login date and time
      * online certificates
      * telephone help encryption technology

      We provide a safe and secure environment in which to operate your online savings account.

      Your access and use of our web site is validated and protected using the Secure Socket Layer (SSL) protocol, using 128-bit encryption, the latest encryption technology, so that information passed between us and you is scrambled, and cannot be read or understood by anyone else.

      You should also see a padlock symbol or key appear in your web browser, which indicates that the session is secure and the web site address begins https:// rather than http://.

      It is important that the browser software you use supports 128-bit encryption that is used by us. Older versions of browsers may not offer this support. In addition, if you are using Internet Explorer 7 or later, you may see the address bar turn Green, which is additional security that you are accessing a genuine Aldermore website.


      Firewall protection

      We use firewalls to restrict access to our systems and routine monitoring is performed to protect your information from unauthorised access.


      Secure log in

      Your account can only be accessed by entering your unique User ID and password. Additional secret data e.g. a PIN or personal memorable data may also be required for some services.


      System time-out

      You will be automatically logged out of your account if you leave your screen inactive for more than five minutes. Whilst you should always log off, whenever you leave your computer, the automatic time-out provides some additional protection.


      Last login date and time

      Whenever you log in to your account, the date and time that you last logged in is displayed for your protection.


      Online certificates

      We use online security certificates, issued by GlobalSign, so that you can verify that our web site is genuine. Clicking on the gold padlock at the bottom of the web browser allows you to view our certificate. If a warning message is displayed, you should not enter the site.


      Contact us immediately if you think your account has been accessed by anyone other than yourself.