Online enquiry form

Online Service

If you need help with our Online Service, please visit our Online Service account management page or call our dedicated Online Banking Team on 03300 243406.

If you are having issues with logging in using your Username or password you have the option to reset it. You can do this by selecting 'Forgotten your Username or password?' via the login screen then enter the email address you used when registering for our Online Service. If you're still having issues, please contact our dedicated Online Support team using the details above.

If you have locked yourself out, please contact our dedicated Online Banking Team using the details above who will be able to unlock your account for you.

As an existing customer you'll receive your Verification Code by post which will take three to five working days to arrive. The Verification Code is only valid for two weeks from the date it was issued. 

If you've not received your code after five days, or the code you received does not work, you can request a new Verification Code online which will then be provided to you either through the post, or over the phone by our Online Banking Team using the contact details above (this can only be done if its been over five days from the date you registered). 

Bereavement

For more information regarding bereavements and what you need to do, please visit our bereavement page.

Alternatively you can get in touch with us, depending on what type of account the deceased held with us. Savings account: please call 03330 140144. Mortgage account: please call 03330 140146.

Complaints

If you would like to make a formal complaint, please visit our Complaints page and complete the enquiry form available.

Withdrawals

Please note: We are unable to accept withdrawal, transfer or closure requests via this enquiry form. Depending on the terms of your account, you can undertake these requests using our Online Service, by calling us on 03330 140144, by post or visiting our Epsom branch.

Statements & Interest Certificate

If you require an interest certificate for your savings please complete our savings interest certificate form and we will arrange for this to be sent out to you.

If you need help with transferring your ISA, our ISA transfers page may be able to help you with your query, or you call our Family Service Team on 03330 140144.

Savings application pack request

Mortgages - Direct Debit

If you want to change your Direct Debit details please complete our direct debit mandate form and we will arrange this for you. Please note we will need five working days following receipt of this form to change the details. Any changes made within 10 working days of your current payment date won't start until the next month.

Mortgages - Redemption Request

To request a mortgage redemption statement please provide us with the following information and press submit. Please also ensure you have provided us with your mortgage account number.

Mortgages - Product Switch Request

If you wish to switch your mortgage you can do this online, by completing our mortgage product offer request form.

If you have a question or require more information about switching your mortgage, please confirm below and one of our Family Service Team will get back to you.

Mortgages - Statements / Interest

If you need a copy of your annual mortgage statement you can download this from our Online Service.

If you're registered for the Online Service, simply log in and select ‘Statements’ from the ‘Mortgage account summary’ page. 

If you are not registered for the Online Service we are happy to email you a duplicate mortgage statement free of charge. Please state the year you require below and ensure you have supplied us with your mortgage account number. 

We will arrange for this to be posted to you within three to five working days.

If you require a list of mortgage account transactions please state the date range below and ensure you have supplied us with your mortgage account number.

Please tick the boxes below to confirm that you are happy to receive this information by email and to pay the mortgage charge that will be incurred. A mortgage charge will added to your mortgage account, you'll pay interest on it at the same rate as the rest of your borrowing. You can find a breakdown of our mortgage charges on our website.

We will arrange for this to be sent to you within three to five working days.

Please ensure you have supplied us with your mortgage account number.

Please tick the boxes below to confirm you are happy to receive this interest figure by email and to pay the mortgage charge that will be incurred. A mortgage charge will added to your mortgage account, you'll pay interest on it at the same rate as the rest of your borrowing. You can find a breakdown of our mortgage charges on our website.

We will arrange for this to be sent to you within three to five working days.