Answers to some of your most common questions
How do you verify my personal details?
By law we are required to have adequate proof of your identity and address before opening your account. Usually we will be able to verify your identity and address online using a variety of sources, including searches using public information bodies. In some cases, we might ask you for further documentation. If you are an existing customer, there are various reasons why we must reconfirm your identity and address, you may have moved address since you last opened an account or you currently have no active accounts, for example.
Why do I need to supply information about my current account and agree to a Direct Debit mandate?
We set up a Direct Debit so that you can transfer money between your nominated current account and Online saver whenever you choose using our online banking service. The system is safe and secure. You are in complete control of any transfers between the accounts.
What documents will you need to see before accepting my application?
The two lists below are the documentation you can provide.
We have to see a different document from each list. The two documents must be from different organisations.
How to submit your documents to us:
Either take your identity documents into a Post Office branch for certification, free of charge or send your documents by post. However, we strongly recommend that you avoid sending your original documents by post, for security reasons.
Hand your completed form, along with your original documents to a member of staff at any Post Office branch. They will record the details of your documents and return them to you, free of charge.
Send certified copies of the documents you have selected. If you choose this option you must make sure that the copies have been “Certified Original Sighted” with the certification signed and dated and stamped by a Solicitor, Accountant, Bank Official, or at your local Post Office Money offering the passport checking service.
You can locate Post Office branches offering the passport checking service by
- calling our customer service centre on 0800 169 7500 or
- online at www.postoffice.co.uk, simply click on the branch locator link and select 'passport checking service' from the list
Send us the original documents you have selected. We recommend that passports and driving licences are always sent by registered post.
- current valid UK/EU signed passport (not more than 10 years old)
- current full UK/EU photo card driving licence (not more than 10 years old)
- current full UK driving licence (old style) (not more than 51 years old)
- correspondence from DWP / benefits agency eg pension / allowance benefit – dated within the last 13 months and showing your full name
- EU National Identity Card (photographic)
- tax Coding notice/assessment – dated within the last 13 months
- Utility bill – e.g. gas, electricity, water telephone (not mobile) – dated within the last 6 months
- Bank / building society / mortgage / credit union / credit card statement – dated within the last 6 months
- Current full UK / EU photo card driving licence (not more than 10 years old)
- Current full old-style UK driving licence (paper version, not more than 51 years old)
- Local Authority Correspondence (e.g. rates / council tax) – valid for this year
- Correspondence from the DWP / benefits agency – dated within the last 13 months
- HM Revenue & Customs / Revenue Commissioners correspondence – e.g. tax coding notice (P60s and P45s are not acceptable) – dated within the last 13 months
Please note if we do not receive suitable documentation within 28 days of your application it will be cancelled and you will need to start the application process again.
Can I have more than one Post Office Money Online Saver?
You can only hold one sole Online Saver account and one joint Online Saver account. However, you can open as many Online Bonds as you wish.
Can I apply under a power of attorney?
A power of attorney will normally allow you to open or operate an account on behalf of another person.
We cannot provide any assistance on acquiring a power of attorney. Please contact your legal adviser about this.
To apply for a Post Office Money Online Saver under a power of attorney, you'll need to provide your own details and the Donor’s personal details too.
- full name and address
- date of birth
- telephone number
- bank details (donor only)
- email address
- mother’s maiden name
- place of birth
- country of residence (for tax purposes)
You'll also need to provide:
- an original or certified copy of the complete Power of Attorney document
- a note of the reason for granting the Power of Attorney
- any further identification documents we've requested
Please note we will not agree to give anyone else authority over your account except under an Enduring Power of Attorney or a Property and Financial Affairs Lasting Power of Attorney that is registered with the Court of Protection. Only in exceptional circumstances will we accept unregistered forms of attorney or other third party authorities to operate the account. To open a Post Office Money Online Saver or take over the management of an existing account under a Power of Attorney, download and complete the Power of Attorney form (PDF, 108KB)
What happens if I change my mind?
If you are unhappy about your choice of account you must within 14 days of the date that you receive notification of your account being opened call us on 0345 602 3409 and we will help you switch to another of our accounts or we will give you all your money back with any interest it has earned. If you do not exercise your right to cancel, your account will continue. Call costs may vary depending on your provider.
How do I log in?
To log in visit www.postoffice.co.uk/money and click the log in link at the top of the page. From the drop down list select Savings. This will take you to our secure log-in page:
- enter your User ID
- enter your date of birth in the format requested
- click the Submit button
- enter the requested digits of your 6 digit security number Click the Submit button and you will be logged in
Logging in for the first time
The first time you log in you will see our guide to using our Telephone and Internet Service. Please read it and, if you accept it, click on the Agree button at the bottom of the screen. Please do not close the page at this stage without selecting one of the options.
Can I change my 6 digit security number to something more memorable?
Yes, you can change your 6 digit security number to something more memorable. To do this:
1. Log in to the online banking service.
2. Under Savings Account Management select ‘Change security number’.
3. Follow the on-screen instructions.
When choosing your PIN please make it memorable to you but do not make it easy to guess, i.e. do not use your date of birth, the same numbers, e.g. 111111 or a sequence of numbers, e.g. 123456.
How many chances do I have to enter my Post Office Money 6 digit security number?
You have 3 chances to enter your 6 digit security number. If you enter the number incorrectly 3 times, then you will need to call the Customer Service Centre on 0345 602 3409 and we will post you a new security number.
I have lost / forgotten my User ID or 6 digit security number – what do I do?
Please call us on 0345 602 3409. We will reissue you with your User ID and/or 6 digit security number. We will do this by post to the address registered with us. Your User ID and/or new 6 digit security number will arrive separately within 4 working days.
I’ve been locked out of my account – what do I do?
Call us on 0345 602 3409. We will reissue you with your User ID and/or 6 digit security number. We will do this by post to the address registered with us. Your User ID and/or new 6 digit security number will arrive separately within 4 working days.
When are deposits in my Post Office Money Online Saver available for withdrawal?
If you made an initial deposit by cheque, you will be able to withdraw against this cheque 5 business days after we receive it (we begin the clearing process the day after we receive your cheque).
Direct Debit deposits can be withdrawn against 3 business days after the money reaches your Online saver account. Debit card deposits can be withdrawn against as soon as the money reaches your Online Saver.
Deposits made by transfer from an eligible savings account are available for withdrawal immediately.
How long does it take for withdrawals from my Post Office Money Online Saver to reach my nominated current account?
It normally takes 1 business day for withdrawals to reach your nominated current account.
Will I receive statements for my Post Office Money Online Saver?
You’ll benefit from a quarterly eStatement (when you make a deposit or withdrawal in that quarter) and an annual eTax Certificate. We’ll email you when these are available to view in the online bank.
How do I update the personal details that you hold for me?
You can update your email address, phone numbers and postal address using our online banking service. To do so:
1. Log in to our online banking service.
2. Under Savings Account Management, select Amend Personal Details.
3. Follow the on-screen instructions.
We will update your email address and phone number instantly. To change your postal address you will be prompted to print off a form, which you will need to sign, date and post to us. For your security, when you change your address you will not be able to make any deposits or withdrawals for 5 business days.
If you wish to change your name, please write to us with your new details, providing evidence (i.e. copy of your marriage certificate) at:
Post Office Money - Savings
PO Box 520
WELWYN GARDEN CITY
Please note if you did not provide a copy of your signature during the account opening process you will need to complete a Signature Mandate at the same time – simply follow the on-screen instructions to do this.
How do I add a/change an existing nickname for my Post Office Money Online Saver?
To help you manage your savings you can add a nickname to your account, for example, “money for wedding”. To do this:
1. Under Savings Account Management select Other.
2. Select Change account nickname.
3. Follow the onscreen instructions.
How do I close my Post Office Money Online Saver?
Please send us a letter confirming you wish to close your account. We will send the final balance, together with any accrued interest, to your nominated account. If you wish to close your account please print off your online statements beforehand.
What happens if I die?
For accounts held in your sole name, we will close the account and pay the balance of the account, together with any interest accrued up to the date of withdrawal, to your personal representatives. For joint accounts the account can continue in the names of the deceased and surviving account holders if the surviving account holder requests or agrees to this.
What is a nominated account?
A nominated account is a current account that we link to your savings account so you can transfer money 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.
Can I use a joint current account as my nominated account?
For sole Online Saver accounts: Yes – your nominated current account can be either a sole or a joint account (to which you are a party).
For joint Online Saver accounts: Your nominated current account must be a joint account in the same names as your Online Saver account.
Can I change my nominated account?
1. Once your account is open, log in to our online banking service.
2. Under Savings Account Management select Change nominated Account.
3. Follow the on-screen instructions.
If you are unsure which account number or sort code to use, please contact your bank or building society.
If you change your nominated account you will need to set up a new Direct Debit mandate with your new bank account. This will take up to 8 business days.
You can also change your nominated account by downloading the Direct Debit mandate, (PDF, 195KB) and sending it to us at:
Post Office Money Savings
PO Box 520
WELWYN GARDEN CITY
How do I make a Complaint?
If you have a complaint, we want to know. Please contact our Customer Service Centre on 0345 602 3409 or write to us at:
Post Office Money Customer Care Team
If you have made a complaint but are not satisfied with the response, the Financial Ombudsman Service may be able to help. You can visit their website or write to them at:
The Financial Ombudsman Service (FOS)
Harbour Exchange Square
Phone: 08000 234 567
If you would like full details of our complaints procedure, please ask and we will send them to you.
How is interest calculated?
We calculate interest daily on the total balance in your account at the end of the day at the relevant gross rate (if you meet our minimum balance criteria).
When is interest paid?
Your interest can be paid monthly or annually. You choose this when you open your account.
- annual interest is paid between 20th and 25th March each year
- monthly interest is paid on the first Business Day of each month
Please note you cannot change your interest frequency once your account has been opened.
How do I register for gross interest?
To register for gross interest:
1. Log-in to your account.
2. Under ‘Savings Account Management’ select ‘Other’.
3. ‘Change Tax Liability’.
4. Read the help-sheet and declaration provided and follow the on-screen instructions.
If you hold multiple accounts you must register each account for gross interest separately using the process above.
Will you provide me with a Tax Certificate?
Yes, you'll receive an eTax Certificate each year. We’ll email you when this is available to view in the online bank – this will typically be between May and June. An annual Tax Certificate details the amount of gross interest earned, income tax deducted and net amount credited to your account. You can also find these details in your account statement and view them online under transaction history.