�鶹�ƽ��

You can make deposits into your savings accounts using Faster Payments from your nominated account. All deposits must be in Pounds Sterling (£). Deposits can be made up to the maximum account balance. Please refer to the relevant product summary box for full details of minimum and maximum deposit limits.
‍
Please make sure to include the following information when setting up a new payment:
‍
• Your full name (first name and second name)
• Our Account Number: 00000025
• Our Sort Code: 04-09-41
• Reference: Your 9-digit application reference or your Account Number (e.g. XXX1234567XXX)

‍

We will send you an email with your User ID which you need to log in online. Once you are logged in go to your messages and you will see a new message with the title ‘Your new Account’. This message includes an attachment with the information you need to make a deposit including your Account Number for your new account which you need to quote as the reference when setting up the payment.
‍
Please note:
‍
• you can also quote your 9-digit application reference to fund your account
• you can make a deposit before you receive your Secure Authentication Code

We use ClearBank as our clearing bank to help us make and receive payments to your �鶹�ƽ�� Savings account. This means that the ClearBank name may show when making a payment into your �鶹�ƽ�� Savings Account. To give you greater assurance that you are sending payments to the intended recipient e.g. from your nominated account to your �鶹�ƽ��s Savings account, ClearBank uses the Confirmation of Payee scheme which confirms the name of the recipient account.

‍

�鶹�ƽ�� is one of UK’s newest banks after receiving its full UK banking licence in August 2022.
‍
�鶹�ƽ�� is a trusted go-to lender for property investments, and we also offer a range of competitive savings accounts which are managed online.

‍

‍

Yes. �鶹�ƽ�� has a full UK banking licence and offers the same level of protection as traditional high street banks. When you save with us your money is protected up to £85,000 per eligible person by the Financial Services Compensation Scheme (FSCS). Any deposits you hold above the limit are unlikely to be covered. For further information, please view our Information sheet on the website .
‍
For information on FSCS protection visit Our FRN number to help with your search of covered banks is 850286.

‍

‍

Yes. �鶹�ƽ�� is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority. You can confirm the full status of �鶹�ƽ�� of the Financial Service Register under reference number 850286.

‍

No, all of our savings accounts are operated online.

‍

‍

�鶹�ƽ�� is UK based and our Head Office is in London.

‍

‍

If you suspect fraudsters might be trying to access your money or if you have any doubt about whether a communication you have received from us is genuine please contact us straight away.
‍
Please note, we will never contact you to ask you for personal or security information. Please don’t click on any links or attachments or reply to any texts. Always contact our Customer Service Team on 0808 164 2111 if you have any concerns.

‍

‍

If you are a personal savings customer you can contact us via the following options:
‍

If you already have an open savings account with us, you can also log in to your online banking service at gbbank.co.uk and from this location you will be able to send us a secure message.
‍

You can call us on: 0808 164 2111 between the hours of 9.00am and 5.00pm, Monday to Friday, excluding Bank Holidays and our team will be happy to help you.
‍

Alternatively, you can email us at: enquiries@online.gbbank.co.uk
‍

Or write to us at: �鶹�ƽ��, PO Box 988, Wallsend, NE28 5FP

‍

Our Customer Service Team are open 9.00am – 5.00pm Monday to Friday, excluding Bank Holidays.

As well as offering products directly from our website, we also offer a range of products through savings platforms.
‍
Please contact the platforms directly for a full range of current product offerings or if you need any assistance opening or managing your platform account.
‍
Please be aware that if you have deposits with �鶹�ƽ�� directly through our website or via a platform then the £85,000 FSCS protection applies across all deposits up to this limit per eligible person.

‍

�鶹�ƽ�� participate in the Confirmation of Payee (CoP) scheme. The CoP scheme is designed to reduce fraud and prevent payments from being sent to the wrong account, by requiring name checks to be carried out between bank or building society accounts.
‍

When you set up a new nominated account, we will ask the account provider to check that the name on the nominated account matches your name. If the information does not match, we will ask you for proof that the proposed nominated account is in your name before you can add it and let you know what proof is needed.

‍

You must meet the following criteria to be eligible to open an account with �鶹�ƽ��.
‍
• You must be over 18 years of age and a UK resident for tax purposes to open a savings account with us
• You must hold a UK current account in your name
• You must have a valid email address and mobile telephone number only used by you
‍
Please note, we will need to verify your identity and address which in most cases is done electronically.

Yes, all of our �鶹�ƽ�� savings accounts can be operated solely or as a joint account.

‍

Yes. Power of Attorney applications cannot be opened online, and you will need to complete a paper-based application and provide the relevant supporting documentation. For further information please our Customer Service Team on 0808 164 2111, Monday – Friday 9.00am – 5.00pm (excluding bank holidays) and they will be happy to guide you through the process.

‍

We need to carry out some checks when we open an account for you. These checks help us to meet our regulatory obligations and also helps to keep your money safe and reduce the risk of fraud.
‍
We’ll need the following information to confirm your identity when you apply:
‍
• your name
• your address
• your date of birth
• your nominated bank or building society account number (to use with your savings account)
‍
We’ll check these details electronically, and if we are unable to verify them we may need you to provide some additional documents to meet our regulatory obligations.
‍
We may ask you for:
• your employment status
• your occupation
• the sector/industry you work in
• your income
‍
You can find out more about how and why we use your details in our Privacy Policy.

We appreciate that savings needs and plans sometimes change. If you decide, within 14 days of opening your account, that it is not right for you, we will happily return your savings as well as any interest you have earned. You can let us know this by logging into your account and sending us a secure message. Or you can call us on 0808 164 2111, Monday – Friday 9.00am – 5.00pm (excluding bank holidays).

‍

You can or go to our website and click the Log In button at the top of our page and follow the on-screen instructions. You will need your Customer ID, Password and Memorable Details.

‍

If you’ve forgotten your password, simply click on the ‘Forgotten Password?’ link on the Log In page and follow the instructions.
‍
You’ll need your Customer ID and your registered email address to hand. We will send you a link to your registered email address so you can reset your password online.
‍
We will ask you to confirm some security questions to make sure it’s you and once you have done this you will be able to continue to log in.
‍
If you have any trouble please call us on 0808 164 2111 and we will be happy to help.

‍

When you first open your account or if you update your nominated account, we will send you a Secure Authentication Code by post. You will need to activate your nominated account by following the instructions provided. You will need to activate your nominated account before withdrawals can be made from your account. Please note you can still make deposits to your account before you receive your Secure Customer Authentication Code.

‍

You can make deposits into your savings accounts using Faster Payments from your nominated account. All deposits must be in Pounds Sterling (£). Deposits can be made up to the maximum account balance. Please refer to the relevant product summary box for full details of minimum and maximum deposit limits.
‍
Please make sure to include the following information when setting up a new payment:
‍
• Your full name (first name and second name)
• Our Account Number: 00000025
• Our Sort Code: 04-09-41
• Reference: Your 9-digit application reference or your Account Number (e.g. XXX1234567XXX)

You will need to make the first payment to your �鶹�ƽ�� savings account within 21 calendar days from your application date.

‍

You can take money out of your savings account by logging into your savings account through our website.
‍
Please check when withdrawals are permitted from your account, as our fixed rate bonds and notice accounts have some restrictions. Full details of when and how many withdrawals can be made from your savings account are detailed in the Product Summary Box.

‍

You can update your personal details by logging in and updating your profile.

You can change your nominated account by logging into your account online. Once you have done this a Secure Customer Authentication Code will be sent to you by post. When you receive the code, you will need to activate your nominated account by following the instructions provided.
‍
You will not be able to make withdrawals until the new nominated account has been authorised, however, your existing nominated account will remain active until this step has been completed.
‍
We will carry out electronic checks to ensure that the account is held in your name, if we cannot confirm this we will ask you to provide documents to prove that it is your account.

‍

You can log into your account to view your balance at any time.

‍

You can log into your account to view and print a statement of a Summary of Interest at any time. You will receive a statement annually on the anniversary of your account opening and on maturity.

‍

‍

We will write to you at least 14 calendar days before your maturity date. At this time, we will provide you with details of other products that will be available to you when your savings account matures and what you need to do.
‍
If we do not hear from you your maturity balance plus any interest will be transferred to our Easy Access savings account.

‍

If you are a family member or friend of a �鶹�ƽ�� savings account holder who has passed away, please contact our Customer Service Team on 0808 164 2111, we are open Monday – Friday 9.00am – 5.00pm (except Bank Holidays).
‍
We appreciate that these circumstances can be incredibly difficult, and we will do everything we can to help to make things as simply as possible.
‍
We will ask you to give us some information to help us find their account. This could include:
‍
• The person’s name
• The email address connected to their account
• Their phone number
• Their address
‍
Once we’ve identified the account, we will ask you for an official copy of the death certificate. You can post this to us at: �鶹�ƽ��, PO Box 988, Wallsend, NE28 5FP

If the account is in a sole name we will help you close their account and transfer any money to the intended recipient. If the funds need to be sent to another account, such as to a solicitor’s bank account, we can also help with that.
‍
If their account balance is below £25,000, we’ll need you (the next of kin) to show us a form of ID and complete our indemnity form where you give us details of the bank account you’d like us to return the outstanding money to.
‍
If their account balance is more than £25,000, we’ll need a copy of a before we can release the money. We can help you understand how to get the right probate documents if you’re not sure how.
‍
Once we have a death certificate, a completed indemnity form and any additional documents we may require, we can transfer any money left in the account to the account details given by the next of kin.
‍
Anyone can notify us of a bereavement, but we can only return the money following instructions from the executor of probate, next of kin or from solicitors on behalf of executor or next of kin.
‍
If you are relying on using the money in the account to pay towards funeral costs or settle an invoice, we can work with next of kin to be able to transfer money directly to the funeral directors. For this we will need a copy of the funeral service invoice from the funeral director.

‍

If the account is a joint account, the savings account will remain open in the name(s) of the surviving account holders, and they will own all of the money in the account.

When we receive the death certificate or grant of representation, we will change the savings account into the name(s) of the surviving account holder.

‍

Further support

There are many organisations on hand to support you. This includes groups that can help you understand and complete legal documents, as well as helping to cope with different stages of bereavement. The has a clear and helpful website with lots of useful scenarios and information. You can also find full details of the different types of legal documents, when they are needed, and how to apply for them at gov.uk . If you have any specific questions, the HMRC Probate and Inheritance Tax helpline is also very helpful – you can reach them on 0300 123 1072.

There is also lots of advice and support available through:
‍
       
‍

‍

If you are an existing customer, you can register a complaint by logging in online and sending us a secure message, or by calling us on 0808 164 2111, we are open Monday – Friday 9.00am – 5.00pm (except Bank Holidays).

‍If you are not currently an existing customer, but have a complaint about Savings, please call us on the number above.

‍

‍

To learn more about our Lending complaints process, please visit on the �鶹�ƽ�� website.

‍

If your complaint does not relate to Savings or Lending, please email us at info@thegbb.co.uk.

Please follow the link to learn more about our complaint handling process.

‍

You will need an online savings account with �鶹�ƽ�� to use our mobile app.
‍
A compatible mobile phone or tablet (iOS 11 and above, Android 7.1 and above).

‍

You can download at the relevant app store or click the links below:
‍
• (for Android devices)
• (for iOS devices)

‍

You need to download our �鶹�ƽ�� app and have an online savings account open with �鶹�ƽ�� to be able to use our app.

Please note, the details you use for your online account such as Customer ID, password and memorable data are also used for the mobile app.
‍
To register to use the �鶹�ƽ�� app, please follow these simple instructions below:

1) Open the app on your device and confirm that you are an existing customer
2) Enter your usual �鶹�ƽ�� Customer ID and password you received when you opened your account online
3) Provide the requested information for your memorable details
4) Create a new 6-digit PIN that will be used for the app
5) You can choose to enable biometric logins if you prefer instead of a PIN for future logins
6) Review and accept to the app terms of use
7) You will then be able to access the app

‍

Once you have successfully registered for the �鶹�ƽ�� mobile app, you can log in using the following methods, depending on the option you have selected.
‍

1) PIN – Enter the six-digit PIN you set up during registration
2) Biometrics – use fingerprint / facial recognition, depending on what you have set up for your device

‍

The app offers the following services:
‍

• View your account(s) summary
• Check your savings account balances and available funds
• See your recent transactions
• Withdraw funds to your nominated account if your account allows it
• Transfer funds between your �鶹�ƽ�� Savings accounts if your account allows it
• View pending transaction
• Apply notice (where applicable)
• Update your personal details – address, email address, mobile, work and home number
• Update Marketing Preferences
• View Statements
• Change your PIN
• Switch to Biometrics Settings instead of using your PIN
• Access our help page

‍

The app is free to use, however, please note that your standard mobile network data charges will still apply.

‍

Yes, our mobile app can be used for any �鶹�ƽ�� customer who holds a savings account with us. However, for security reason, only one account holder can register on the same device so each account holder must download and install the app on their own individual device to access their joint account.

‍

Your available balance will show the balance in your account. Subject to your product terms and conditions, this is the amount of money you can withdraw.
‍

Please note, if you have pending transaction e.g. you have funds on notice for withdrawal – they will still be included in your available balance until the funds leave your account.

Pending transactions will be shown in the ‘My Accounts’ page.

‍

Biometrics are biological measurements — or physical characteristics — that can be used to identify individuals, such as facial recognition or fingerprint scanning.
‍

Biometrics are available on various devices to allow you to easily log in to your app. The type of biometrics available depends on your device.

‍

Security is paramount to our services. Access to the app is via biometric touch / face login or PIN entry. Your login method is uniquely linked to the mobile app on your device. This means only your login works on your app.
‍

We regularly test, update and validate our security to ensure we maintain a high grade of protection. We also use recognised and independent security experts to validate the security of our app.

‍