Our bank details and Confirmation of Payee

When you or someone else tries to send money to your account with Family Building Society, a confirmation check takes place. If the paying building society or bank is also part of the CoP scheme, they’ll check to make sure the details entered match those on your account. For more information, see ‘How Confirmation of Payee works and what you’ll see?’ below.

When you set up a new payment, banks share information with each other to confirm the payee’s details match. To use CoP, they need to pass rigorous security checks and are regulated by the Financial Conduct Authority (FCA).

When you set up a new payment, you’ll be informed by your building society or bank whether the details are a match, partial match or no match to our information.

Here’s what the different responses mean:

• Match – the name on the account matches
  
  If you used the correct account name (it’s important that you have the full name of anyone you want to pay) we will let you know that the details match, and you can continue with the payment.

• Partial match – the account is registered to someone with a similar name
  
  The details you entered closely match those confirmed by the receiving building society or bank. This happens if either the name you’ve given is slightly different from the name on the account, or if the account type is incorrect. We’ll show you the correct name and/or account type to help you decide if it’s the right person you’re paying. Although you can choose to continue, we recommend you check these details with the recipient if you’re unsure rather than risk losing your money.

• No match – the name doesn’t match the name on the account
  
  If you have entered the wrong name for the account holder, we will let you know that the details do not match, so you can contact the person or company you are trying to pay. When the name is wrong, it could be a fraudulent transaction.
  

Always be wary if you’re told to ignore a “no match” response. If you continue with your payment, you’re accepting the risk that if the payment goes to the wrong account, we may not be able to get the money back. 

There are a few reasons Confirmation of Payee (CoP) might not work for you. Sometimes CoP will not be able to match the account that you are trying to pay. This occurs when it is not possible to check the name, due to several reasons:

• The payee’s building society or bank account was opened with the last 24 hours
• The payee’s building society or bank not being part of the CoP scheme yet
• Their account type may be unsupported or there is a technical issue
• If you're paying someone whose building society or bank doesn't use CoP
• If the payee’s building society or bank hasn’t turned on their CoP connection to us
• If the payee has opted out of CoP.

You can still make the payment but please double check the payment details with the person or business you’re paying are correct if any of these happen.

If you’d like to opt out of CoP the easiest and quickest way to do this is through our online opt out form, if you’re a savings customer here or if you are a mortgage customer here. Alternatively you can call or email us via the contact information below, send us a secure message via our Online Service or visit our Epsom branch. Once submitted your request will be reviewed. However, please note that we'll only agree to these requests in exceptional circumstances.

If you're listed on any accounts with other account holders (e.g. joint accounts), they will stay under CoP until every account holder opts out by submitting one of these forms. By doing this, they’ll also opt out of any accounts held with Family Building Society under their own name.

You cannot opt out of CoP when you are making a payment to someone else. You can, however, request to opt out of your details being checked when other people try to pay you.

CoP is being introduced to improve payments between UK building societies and banks to reduce instances of fraud as well as payments going to the wrong account. To be effective, it is essential that everyone can receive a CoP response when they make a payment. If you opt out of CoP, when a person or business tries to pay you, they will get a message that your details cannot be checked.

If you’ve previously asked for your details not to be checked when someone pays you, you can decide to opt back in using the same form. 

Savings

Phone: 03330 140144*
Email: Savings.service@familybsoc.co.uk

Mortgages

Phone: 03330 140146*
Email: Mortgage.service@familybsoc.co.uk

*Our phone lines are open:
Monday – Friday (9am – 5:30pm); excluding Bank Holidays. We may record any phone calls we have with you in the interest of staff training, monitoring customer service or for security purposes.