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Managing my HiSAVE account FAQs
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By logging into your account online.
Or you can use our free phone banking service, which is available 24/7. Dial: 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) .
Simply call us on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) or log into online banking, go to 'Service Requests' > 'Request for change of email ID/contact number' or 'Request for change of address' and complete the form.
We’ll action changes to your postal address, email address or phone numbers within two Business Days.
Our online ‘Service Request’ tool provides a quick link to frequently asked requests. Here are just a few of the ‘Service Requests’ currently available:
- Open a HiSAVE Fixed Rate Account
- Request a CHAPS transfer
- Request for change of address
- Track your Service Request
Here's how to raise a Service Request:
- Log into your HiSAVE account.
- Click on the ‘Service Request’ option on the left-hand side of the screen.
- Select the appropriate ‘Service Request’, fill in the short form and click ‘Submit’.
- You’ll then receive your Service Request number, which you can use to track the progress of your request.
How to track the status of your Service Request:
- Log into your HiSAVE account
- Click on the ‘Service Request’ option and select ‘Track your Service Request’.
- Select your account number and enter your Service Request number.
- You’ll then see a progress update for your Service Request.
We don’t issue a cheque book or debit card for HiSAVE accounts. You manage your account online and you make withdrawals from your HiSAVE account (subject to the terms and conditions of your account) by transferring money to your Nominated Linked Account.
HiSAVE accounts are denominated in Sterling only. Transactions cannot be made in other currencies.
For security reasons, if you don’t use your password during a 13 months period it will expire. If this happens, we can send a new password to you within seven Business Days. Just visit our login page, click on the 'Forgot/Reissue password’ link and complete the quick form.
Alternatively, call us on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) and ask for a new password.
HiSAVE accounts are managed exclusively online and you will not be able to access them through our branches.
If you are initiating a request to transfer funds from your Nominated Linked Account to your HiSAVE Savings Account or HiSAVE SuperSaver Savings Account through your Nominated Linked Account’s online banking then it normally takes one Business Day to receive funds in your HiSAVE Savings Account or HiSAVE SuperSaver Savings Account.
If you would like to transfer funds between your HiSAVE Savings Account and your HiSAVE SuperSaver Savings Account, then please call us on 0344 412 4444 and it will take one business day for funds transfer.
No. If there are no transactions for more than 5 years, then the Direct Debit instructions are automatically cancelled to protect your account from being misused.
You can use online banking to transfer funds from your HiSAVE Savings Account or HiSAVE SuperSaver Savings Account to your Nominated Linked Account. Simply log into your HiSAVE Savings Account and go to the ’Transfer Money’ section. Don’t forget to click ’Confirm’ to complete your request.
No. You can only transfer funds to your HiSAVE Savings Account or HiSAVE SuperSaver Savings Account from your Nominated Linked Account.
No. You can only send funds from your HiSAVE Savings Account or HISAVE SuperSaver Savings Account to your Nominated Linked Account.
Deposits: There is no limit on the value or number of deposits you can make from your Nominated Linked Account to your HiSAVE Savings Account or HiSAVE SuperSaver Savings Account.
Withdrawals: The maximum value of withdrawals you’re allowed to make through our online banking service is £20,000 per day. If you wish to withdraw more than £20,000, please call us on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) or log into online banking and write to our Accounts Manager. We’ll be happy to assist you.
You can do so in either of the following ways:
Simply call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) . Requests received after 13.00hrs UK time (if you place a request online) or 13.00hrs UK time (if you place a request over phone), or on a non-working day, will be fulfilled the following working day.
Alternatively, log into online banking and write to our ‘Account Manager’ from your log into online banking . In this case your request will be processed in one Business Day. The funds will be available in your Nominated Linked Account in one Business Day from the time we act on your request.
Simply log into online banking and go to ‘Service Requests’ > ’Request CHAPS transfer’.
For a CHAPS transfer to be made on the same day, you must request the transfer on or before 1:00 pm UK time on a working day. Requests made after 1:00 pm UK time, or on a non-working day, will be fulfilled the following working day.
Please note we do not accept future-dated transfers.
There is a £20 charge for CHAPS transfers.
We will send you a confirmation email within one hour of receiving your request.
There is a charge of £ 20 for each CHAPS transfer from your HiSAVE Savings Account or HiSAVE SuperSaver Savings Account.
If you wish to cancel or modify a recurrent direct debit request or future dated/scheduled instructions, please log into online banking and go to the 'Transfer Money' section. Alternatively, call us on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) and place your request.
Same-day fund transfer requests cannot be cancelled because we start processing your request as soon as we receive them.
Future dated/scheduled instructions can be cancelled up to one Business Day before the scheduled date of transfer, but only if we receive the cancellation before 13.00 hrs UK time.
Call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) and place your request.
We will then close your account and transfer the balance, plus any interest, to your Nominated Linked Account. It takes one Business Day for funds to reach your Nominated Linked Account via next business day transfer. Please note: if you have a HiSAVE Fixed Rate Account linked to HiSAVE Savings Account or HiSAVE SuperSaver Savings Account, you will not be able to close your linked HiSAVE Savings Account or HiSAVE SuperSaver Savings Account until the maturity of your HiSAVE Fixed Rate Account.
If there are no customer-generated transactions in a HiSAVE Savings Account or HiSAVE SuperSaver Savings Account for a period of 24 months we will mark the account as ‘inactive’.
To reactivate an inactive account you can call us 24/7 on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) and ask us to reactivate your account. Your request will be processed in one Business Day.
You can access your monthly account statements by logging into online banking and downloading them. They’re in a non-editable PDF format and are available for viewing and downloading for three months after they have been generated.
Your statements of transactions are available in other formats for your reference. Upon request, we can give you a physical copy of these statements. You can place a request by calling us on 0344 412 4444 (Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) or in writing via ‘Accounts Manager’ from online banking . There is a charge of £ 5 for these requests.
In addition to statements, historical transactions can also be viewed online.
The table below provides a list of transactions that can be conducted with a HiSAVE Savings Account or HiSAVE SuperSaver Savings Account:
| Financial Transactions | Turn Around Time (business days) | Charges (£) | Cut-off for placing the request for it to be processed on same day (if applicable) UK local time | Financial Limit (£) | Value date (business days) | Channel |
| Payments into HISAVE | 2 hours from receipt of funds | NIL | 15:30 pm GMT |
No limit | The amount will be credited into your account on the same day on which we receive it and will start earning interest | Internet & Phone Banking |
| Withdrawal via “Same Business day payments” | 1 business day | NIL | 17:00 for online request 13:00 for phone request |
20,000 per day for online transactions | Immediate, provided the request is received before cut-off time. Funds will be available in your Nominated Linked Account as per BACS clearing cycle | Internet & Phone banking |
| Withdrawals from HiSAVE (CHAPS) | 1 | 20 | 13:00 hrs | No limit | Immediate, provided the request is received before cut-off time | Internet & Phone banking |
| Request for opening a HiSAVE Fixed Rate Account by pulling money from your HiSAVE Savings Account or HiSAVE SuperSaver Savings Account | 2 (provided cleared funds are available in your HiSAVE Savings Account or HiSAVE SuperSaver Savings Account) | NIL | NA | Minimum amount should be 1,000. No limit on maximum investment | You will start earning interest from the day you have clear funds in your HiSAVE Savings Account or HiSAVE SuperSaver Savings Account | Internet & Phone banking |
| Request for opening a HiSAVE Fixed Rate Account by pulling money from your Nominated Linked Account | 7 (provided direct debit link between your HiSAVE Savings Accounts or HiSAVE SuperSaver Savings Account and your Nominated Linked Account is set up) | NIL | NA | Minimum amount should be 1,000. No limit on maximum investment | You will start earning interest from the day we receive clear funds from your Nominated Linked Account | Internet & Phone banking |
| Request for change in tax status | 1 | NIL | NA | NA | Your tax status will be considered to have changed once we have processed your request | Internet & Phone banking |
| Request for closure of HiSAVE Savings Account or HiSAVE SuperSaver Savings Account | 2 | NIL | NA | NA | NA | Internet & Phone banking |
| Conversion of HiSAVE monthly interest product to HiSAVE yearly interest product or vice versa | 7 | NIL | NA | NA | NA | Phone banking |
| Non Financial Transactions | Turn around time (business days) | Charges (£) | Cut-off for placing the request for it to be processed on same day (if applicable) UK local time | Financial Limit (£) | Value date (business days) | Channel |
| Request for change in contact details like address/email/telephone/mobile number | 2 | NIL | NA | NA | NA | Internet & phone banking |
| Request for R85 form | 7 (dependent on the UK postal service) | NIL | NA | NA | NA | Internet & phone banking |
| Re-issue of internet banking password (by post) | 7 (dependent on the UK postal service) | 2 | NA | NA | NA | Phone banking |
| Re-issue of internet banking password (online) | Same business day | NIL | NA | NA | NA | Internet Banking |
| Request for activation of an inactive account | 1 | NIL | NA | NA | NA | Phone banking |
| Request for change of Nominated Linked Account | 7 (from the time we receive the cheque and Direct Debit Mandate from you) | NIL | NA | NA | NA | Internet banking |
| Request for physical copy of Tax certificate | 7 (dependent on the UK postal service) | 5 | NA | NA | NA | Phone banking |
| Request for physical copy of statement (one-off requirement) | 7 (dependent on the UK postal service) | 5 | NA | NA | NA | Phone banking |
| Request to check status of funds transfer from Nominated Linked Account to HiSAVE account | 1 | NA | NA | NA | NA | Phone banking |
| Miscellaneous queries | 2 | NA | NA | NA | ||
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