Savings FAQs

Our online systems have been developed with security as a top priority. We have implemented several layers of security and provide a high level encryption.

We will never send emails asking you to provide, update or confirm personal or security information, like your account number, password or security details via email. Please be extremely vigilant when accessing your Online Accounts in public places e.g. Internet cafes.

If you do receive an email claiming to be from Northern Rock, asking you to confirm your security details online, it is very important that you do not respond to it.

Please forward it, preferably as an attachment, to: report.phishing@northernrock.co.uk. We won't be able to reply individually but we do investigate every email to ensure that any fraudulent sites are closed down as quickly as possible.

If you are ever concerned that you may have divulged information or compromised your security details, please contact our helpline on 0845 607 6991 or 0191 279 2055*.

If your password has been entered incorrectly three times you will automatically be locked out of the system. In this event you will be prompted to answer three security questions and if you correctly answer all of them, a one-time password will automatically be sent out to you. If you answer one of the three security questions incorrectly, you will have to order a new one-time password by calling our helpline on 0845 607 6991 or 0191 279 2055*.

The one-time password will be sent to your registered home address and may take between two and five days to arrive, depending on your postal service. Once you have received this you will be able to log into your Account and amend the security question that locked you out of your Account. Please do not make any further attempts to enter your original password, even if you think you have remembered it, as this password will have been deactivated.

If you are unable to remember your Customer ID, please contact us on 0845 607 6991 or 0191 279 2055*.

An E-Saver is an Online Savings account which allows you access to your funds 24/7. As it is an online account all transactions including balance enquiries and viewing statements must be carried out online.

E-Saver is available to all permanent UK residents aged 16 years and over. It can be opened by an individual or jointly between two people.

Only one E-Saver account can be opened per customer within each issue, whether this is a sole or joint application.

You can apply now for an E-Saver account. Please ensure that you have read and understood the terms and conditions and rates for this account before you apply.

To apply, simply register and create your personal Customer ID, then complete the online application form which should take no longer than about 20 minutes to complete.

Your initial deposit can be made by:

• transfer from your bank or building society account once you have been advised of your new Account Number;
• sending a cheque* to our registered Head Office. Minimum deposit via cheque is £250;
• online transfer from an existing online account;
• transfer from an existing Northern Rock account (any withdrawal restrictions on your existing Account may apply).

Once you have completed your application for an E-Saver account, you will be provided with your new Account Number. If you have opened your new Account by closing and transferring an existing Online account, you will keep the same account number. You will then receive a welcome letter through the post within five business days. This will include further information about how to operate your Account.

* In the interest of security please make your cheque payable to 'Northern Rock for the account of (insert Account Holder(s) name(s))' and crossed 'A/c Payee only'.

Once you have logged onto your Home Page, choose your Account and click on 'view'. Under the heading 'Account details' select 'Amend details'. You will then be able to amend your personal details.

Please note you are unable to amend your Full Name and Date of Birth online. You must contact us using the secure 'let's talk' facility to inform us of the change. Once you have logged onto your Home Page, select the 'let's talk' option. 'New' will allow you send us a secure message. We may require evidence of a change of name (e.g. original or certified copy of a marriage certificate) before we can amend our records.

You can add to your Account up to the maximum deposit limit of the account at any time by:

• transferring from another Northern Rock account, by completing a transfer request form and returning it to our registered Head Office;
• sending a cheque to our registered Head Office with a deposit request form. Please make the cheque payable to 'Northern Rock for the account of (insert Account Holder(s) name(s))' and crossed 'A/c Payee only'. Please also quote your Account Number on the reverse. Minimum deposit via cheque is £250;
• electronic transfer from your bank or building society account.
• transferring from another Online account. Once you have logged on to your Home Page, select the account you wish to transfer from by clicking 'view'. You can then select to complete a 'Northern Rock transfer' then follow the instructions given to complete your transaction.

Only one E-Saver account can be opened per customer within each Issue, whether this is a sole or joint application.

Simply log onto your Account and arrange to transfer money to your nominated Account (subject to the Terms and Conditions of that account).

You can also transfer to another Northern Rock account. Simply enter the Northern Rock Account Number and the amount you wish to transfer.

Cheques

Cheques will be considered cleared on the fourth business day after we process them unless stated otherwise. However, you will start to earn interest on the second business day. You can be certain that the money is yours by the end of the sixth business day. This means that the money cannot be taken from you without your agreement unless you are a knowing party to fraud.

CHAPS

If we receive your instructions before 1p.m. on a business day, we will send your payment by CHAPS transfer the same day. Instructions received after 1p.m. or on a non-business day will be processed the next business day. We cannot guarantee that payments will reach your Nominated Account on a set date or time, but anticipate that payments will normally arrive by the close of business on the same day they are sent.

To apply for a joint account, simply select the option at the beginning of the application process. Each customer will then be asked to set up an individual login to view the joint account once open.

Yes, you are able to change your nominated account details at any time once logged in by selecting 'view' then 'Amend nominated account details' from the menu which appears on the left. Once the details have been entered and accepted, a confirmation message will be displayed.

You will need a computer with a currently supported operating system and a browser, such as Internet Explorer. This must support 128bit encryption with a display resolution of 800x600 or higher.

For further information contact Technical Help by email: technicalhelp@northernrock.co.uk

In the first instance please visit the technical help section of the website.

If you have exhausted the suggestions on these help pages, please send details of your problem to technicalhelp@northernrock.co.uk.

Be sure to include:

Details of the problem including any error messages that are displayed
Your PC specification (Processor Speed and Memory)
Your Operating System (Windows XP/Vista/MacOS10.5)
(Please note that their respective suppliers may not support older operating systems, in these cases the amount of support we can offer is limited)
The Internet Browser you are using (Internet Explorer, Firefox, Opera, Safari etc)
Any browser toolbars you are using such as Google Toolbar

For further information contact Technical Help by email:

technicalhelp@northernrock.co.uk