Managing your money

• I have changed my email address - how do I let you know the new one?

  For online accounts	For all other accounts
  You can update your personal details online. To do this: Log in to your accounts online. Select the 'Personal Details' link on the left. You can then update your address, e-mail address and contact telephone numbers by selecting the relevant 'Change' button. Alternatively, call us on 0845 850 4041.	Visit your local branch, or Call us on 0845 744 6622.

• How do I register a change of name?

  You will need to write a letter signed with both your previous and new signature and should provide us with a certified copy of either:

  • Marriage Certificate, OR
  • Change of name Deed, OR
  • Decree Nisi

  Note: original documents should not be sent through the post.

  For online accounts	For all other accounts
  Send your request with supporting document to: Internet Savings Department Chelsea Building Society Thirlestaine Hall Thirlestaine Road Cheltenham GL53 7AL Note: If your account is not an ISA you will also need to login to your account online, select "Other Service" and send us an Account Alteration message.	Complete a Change of name form. Take the completed form and the supporting document to a Chelsea branch or alternatively send to: Savings Department Chelsea Building Society Thirlestaine Hall Thirlestaine Road Cheltenham GL53 7AL

• How do I register a change of address?

  For online accounts	For all other accounts
  You can update your address details online. To do this: Log in to your accounts online. Select the Personal Details link on the left. You can then update your address, e-mail address and contact telephone numbers by selecting the relevant 'Change' button.	Complete a change of address form Take the completed form and the supporting document to a Chelsea branch or alternatively send to: Savings Department Chelsea Building Society Thirlestaine Hall Thirlestaine Road Cheltenham GL53 7AL

  We will also need your passbook (where issued) to complete the process. Identification may be required, e.g.

  • Full/provisional driving licence
  • Current signed passport
  • Armed forces ID card
  • Credit/Debit card
  • Signed Employer's photo ID card

  See Verifying Identity for a full list of acceptable ID.

• Can I add someone to, or remove a name from, my account?

  For Online accounts	For all other accounts
  This is dependant on the terms & conditions of your account. Please ring us on 0845 850 4041 for more details.	You should complete and sign a transfer of ownership form and return it to your local branch or our office. Transfer of ownership form for Call Direct account holders Transfer of ownership form for all other account holders

  If you are a new customer who does not currently hold an account with Chelsea, identification must be supplied. Please refer to the Verifying identity section for more details.

  Note: Your passbook will be required (where issued).

  If you wish to transfer your sole account into someone else's sole name, your original account must be closed and a new account opened. Our identification requirements must be followed if the new account holder is not an existing customer.

• How do I change my account from Annual to Monthly, or Monthly to Annual, interest?

  You can only change from annual to monthly, or monthly to annual, interest if the terms and conditions of your account permit it.

  For online accounts

  For all other accounts

  To switch the interest frequency, you will need to put your request in writing to: Internet Savings Department Chelsea Building Society Thirlestaine Hall Thirlestaine Road Cheltenham GL53 7AL If your account is not an ISA you will also need to login to your account online, select "Other Service" and send us an Account Alteration verification. Note: you can only amend the interest frequency for fixed rate products while the account is still available to new applications. Once the product has been withdrawn, you will be unable to amend the interest frequency during the remainder of the fixed term.

  You will need to visit your local Chelsea branch or alternatively send your written instruction to: Savings Department Chelsea Building Society Thirlestaine Hall Thirlestaine Road Cheltenham GL53 7AL Please take/enclose your account passbook with you where applicable.

• How do I change my interest or BACS withdrawal instructions?

  For online accounts

  For all other accounts

  You can change your transfer accounts online. To do this: Log in to your accounts online and select the account you you want to make the change to. Select the Manage transfer accounts link on the left. Use the options to delete an account or add a new one.

  Give the following information to your local branch or our office in writing (please include your signature): Bank/building society name and address Bank/building society sort code (usually 6 digits ie 12-34-56) Bank/building society account number (usually consisting of 8 digits, i.e. 12345678) Bank/building society reference (if funds are to be transferred to a building society account a reference number may be required) This information can be found on a statement or the bottom of a cheque book.

• How do I register to receive interest with no tax deduction?

  For online accounts

  For all other accounts

  Log in and select the account to be registered for gross interest. Select Interest and tax from the options menu. Select Register for gross interest. Print the R85 form and send to Internet Savings Department Chelsea Building Society Thirlestaine Hall Thirlestaine Road Cheltenham GL53 7AL

  Please read the important information regarding income tax on page 3 of Chelsea's booklet entitled 'Essential Savings Information'. If you are eligible to receive interest 'gross' (tax free), please complete and sign the HM Revenue and Customs (HMRC, formerly Inland Revenue) R85 form, with details of the Chelsea account that you should not be taxed on. You will need your account number. A form must be completed for each and every account you wish to receive gross interest on.

  Important note:
  From the date of receipt of the R85 form, all future payments of interest will be paid without the deduction of tax, until notified to the contrary. (In the case of joint accounts interest may be paid gross but only where all account holders can provide us with a valid R85 Certificate). If the account is held jointly (by no more than two persons) and only one saver is eligible to certify to receive gross interest, interest may be paid half net and half gross.

  If you want us to refund tax previously deducted in the current financial year, this request must be made in writing to HMRC.

  Contact HMRC if you are unsure of your entitlement to claim gross interest on your savings.

• How do I register the death of an account holder?

  You can register a death at any of our branches, in writing to our office or by ringing us. You will need to take the death certificate to the branch or send a certified copy to the address below.

  A valuation of all accounts held with Chelsea will be made, and a letter will be forwarded by our Savings department to advise the representative what will be required in order to close or transfer the account(s).

  For online accounts	For all other accounts
  Write to: Internet Savings Department Chelsea Building Society Thirlestaine Hall Thirlestaine Road Cheltenham, GL53 7AL or Call 0845 850 4041	Write to: Savings Department Chelsea Building Society Thirlestaine Hall Thirlestaine Road Cheltenham, GL53 7AL or Call 0845 744 6622

• How do I close my account?

  For online accounts

  For all other accounts

  You can close your account online. To do this: Log in and select the account you wish to close. Select the Payments and transfers link on the left. Click on Close account at the bottom of the page. For accounts that cannot be closed online (e.g. fixed rate products), please call 0845 850 4041. Note: Early closures of ebonds or fixed rate ISA’s is only allowed in exceptional circumstances and would need be requested by writing to: Internet Savings Department Chelsea Building Society Thirlestaine Hall Thirlestaine Road Cheltenham GL53 7AL

  Please visit your local branch, taking your account passbook with you, or call 0845 744 6622 for more details.

• I have lost my Passbook, what do I need to do?

  To report a lost or stolen passbook please contact your local branch or call 0845 744 6622.

• My Chelsea card has been lost, stolen, retained by a cash machine or has not been received. What do I need to do?

  Please contact your local branch or call us immediately on the emergency number 0845 603 5066. Or for outside office hours call 0845 704 5111, quoting the cardholder’s name and savings account number.

  You should also complete the Not in possession of Chelsea card form and send it to our office or hand it in at your local branch within three days of the card being out of your possession.

• How do I request a replacement Chelsea card or PIN (Personal Identification Number)?

  The Chelsea card facility is only available with specific accounts and is subject to the terms and conditions of issue. Please check your terms and conditions to ensure that this facility is available.

  If you are applying for a replacement Chelsea card (subject to approval) as your original card has become damaged, or you need a new PIN, please complete a Replacement of damaged Chelsea card and/or replacement PIN request form and return it to your local branch or our office.

• How do I change the PIN (Personal Identification Number) issued with your Chelsea card?

  You can change your PIN number at any time at selected ATM sites. For up to date information of your nearest PIN change location, call us on 0845 744 6622 or visit your local branch.

• How do I transfer my account to another Chelsea account?

  To find out if your account can be transferred immediately or if a period of notice is required, please refer to your account terms and conditions, contact your local branch or call us on 0845 744 6622.

  Once you have chosen the account you want to transfer to, just complete, sign and return the application form for that account either to your local branch or our office. You will also need to complete and sign a transfer form and provide us with your passbook, where issued.

• Can I make regular payments from my Chelsea account (standing order)?

  This facility is only available to Capital and Classic Account holders.

  To arrange for regular payments to be made from your Capital or Classic Account, download and complete a Standing Order Authority form and take it to your local branch.

  All standing order instructions must be in writing, signed by the saver and received by Chelsea no less than 7 days before the first payment is due.

• Can I make regular payments into my Chelsea account via a standing order?

  To do this, just give your bank or building society the following information:

  FOR ONLINE ACCOUNTS

  Chelsea sort code:	60-95-95
  Account number:	The first 8 digits of your Chelsea account number
  Amount and frequency:	The amount of the payment and the frequency that the payments should be made, e.g. Monthly.

  FOR ALL OTHER ACCOUNTS

  Give your bank or building society the following information:

  Chelsea sort code:	08-60-72
  Account number:	e.g. 12345678 (This information can be found on your passbook or on your statement)
  Amount and frequency:	The amount of the payment and the frequency that the payments should be made, e.g. Monthly

  Alternatively, complete a Standing Order Instruction Form and send it to your bank or building society.

  Please note: not all Chelsea accounts can receive additional payments. Refer to your terms and conditions before arranging any standing order payments.

• How do I change the amount of, or cancel, a standing order being made from a Chelsea account?

  The standing order facility is only available to Capital and Classic Account holders.

  To cancel an existing standing order: Complete a Standing Order Cancellation Form and take it to your local branch.

  To amend an existing standing order: Complete a Standing Order Authority Form and take it to your local branch.

  Alternatively, send the completed forms to
  Savings Department
  Thirlestaine Hall
  Thirlestaine Road
  Cheltenham
  GL53 7AL.

  NB. All instructions to amend or cancel a standing order must be in writing, signed by the saver and received by Chelsea no less than 7 days before the next payment date.

• How do I cancel a Direct Debit?

  You can cancel a Direct Debit at any time. Just give us your signed authority confirming cancellation of the relevant Direct Debit, before the next payment date. You can hand this in at your local branch or send it to our office. Please also tell the originator of the Direct Debit that you wish to cancel this agreement.

• What is a Power of Attorney?

  Power of Attorney is a formal, written authority granted by one person (the "Donor") to another (the "Attorney") enabling the Attorney to act on the Donor's behalf and manage their property and affairs or their healthcare and personal welfare.

  A lasting Power of Attorney must be stamped on every page to show it has been registered by the Office of the Public Guardian before it can be used.

  The document must be fully complete, with details and signatures of the donor (the person appointing the attorney) and attorney(s) and must also be dated.

  The donor on a Power of Attorney account may still operate their own account unless a Court of Protection stamp is present on the document to confirm the donor is mentally incapable, in which case we can no longer take instructions from the donor.

  Enduring Powers of Attorney documents can only be accepted if they were drawn up before 1 October 2007. After this date Chelsea can only accept a lasting Power of Attorney.

• How do I open a new account with Power of Attorney?

  To open a Power of Attorney account we must receive an application form which has been correctly completed to show the name of the attorney and also the name of the person they are acting for (the donor).

  Chelsea needs either the original Power of Attorney document or a copy which has been certified by the donor or a solicitor on each and every page to be a true and accurate copy of the original. The signature which certifies must be an original signature. If the Power of Attorney document has been registered by the Court of Protection the donor is unable to certify the document themselves.

  In addition to the Power of Attorney document we require full ID for both the donor and the attorney as we would with any one opening a new account (unless they are existing customers). Refer to Verifying Identity to see the identity requirements which also apply to both the donor and the attorney.

• Can I register Power of Attorney on an existing account?

  If the Power of Attorney is being registered on an existing account we require the account passbook (where issued), ID for both the attorney and donor (unless existing customers) and the original or certified copy of Power of Attorney document.

  The ID which is acceptable is the same as for new customers but we will accept a letter from a Nursing Home (confirming that the donor is resident there) as address ID. The letter must be from the matron/manager.

• How do I make a funeral bill or Inheritance Tax payment?

  Requests for payment of funeral expenses or for inheritance tax purposes in advance of a Grant of Representation (Grant of Probate) being obtained should be directed straight to our office address.

  Chelsea requires the authority to withdraw the funds from the proposed Executor(s) or Administrator(s), the passbook (if applicable), the original funeral bill and the Executor(s) or Administrator(s) written undertaking that the Grant of Probate will be forwarded to us for registration as soon as it has been obtained.

• Can I register a Grant of Probate?

  To be valid, the Grant must bear the impressed seal of the court in the bottom right corner. If the account is to be closed immediately by cheque or transfer to an existing Chelsea account, no identification is required from the Executor(s) or Administrator(s).

  If the account is to be maintained by the Executor(s) or Administrator(s) until maturity or to administer the Estate, they must all provide full identification (see Verifying Identity), and an application form must be completed and signed by the beneficiary of the funds.

  All documents must be forwarded directly to our office.

• How do I open an Executor or Administrator account at a branch?

  If you wish to open an Executor or Administrator account at your local branch, in addition to the usual account opening requirements, you will also need to provide a sealed copy of the Grant of Representation. The relevant section must also be correctly completed on the application form.

• What are your banking details so that I can transfer money into my account?

  Not all accounts can receive payments. Please refer to your account terms and conditions before making a payment to make sure that it's possible.

  FOR ONLINE ACCOUNTS via BACS, CHAPS or Faster Payments

  Chelsea sort code:	60-95-95
  Account number:	The first 8 digits of your Chelsea account number
  Reference/Roll number:	The full 10 digits of your Chelsea account number

  FOR ALL OTHER ACCOUNTS

  1. Transferring via BACS (Banks Automated Clearance System)

  This money transmission service enables cleared funds to be received, usually on the third working day after it’s sent. To arrange this transfer, the organisation sending the payment will need to quote:

  Chelsea sort code:	08-60-72
  Account number:	Your Chelsea Building Society account number (This information can be found on your passbook or on your statement)
  Reference/Roll number:	Your full name

  2. By telegraphic transfer (CHAPS)

  This money transmission service enables cleared funds to be received on the same day. However, the organisation sending the payment may charge you. These charges may vary and you should therefore agree with them before opting for this service.

  To arrange this transfer, the organisation sending the payment will need to quote:

  Chelsea sort code:	08-02-55
  Account number:	Your Chelsea Building Society account number (This information can be found on your passbook or on your statement)
  Reference/Roll number:	Your full name

• Can I transfer money into my account from overseas?

  Your can transfer money by telegraphic transfer (SWIFT) from overseas. To arrange this transfer, the organisation sending the payment will need to quote:

  FOR ONLINE ACCOUNTS

  Sort code:	56-00-36
  Bank account number:	42200598
  Bank account name:	Chelsea Building Society
  IBAN:	GB92NWBK56003642200598
  SWIFT/BIC Code:	NWBKGB2LXXX
  Bank name & address:	National Westminster Bank plc Bradford City Centre Branch, 7 Hustlergate, Bradford, BD1 1PP
  Reference:	Your personal Chelsea account number
  Amount:	The actual amount to be sent, stating currency
  Account name:	The full name of the account holder

  FOR ALL OTHER ACCOUNTS

  Sort code:	08-00-51
  Bank account number:	50048371
  Bank account name:	Chelsea Building Society
  IBAN:	GB06CPBK08005150048371
  SWIFT/BIC Code:	CPBKGB22
  Bank name & address:	The Co-operative Bank plc Miller Street, Manchester, M60 0AL
  Reference:	Your personal Chelsea account number
  Amount:	The actual amount to be sent, stating currency
  Account name:	The full name of the account holder

• How do I pay money into my online account?
  • By debit card, login and use the 'Add to savings' option
  • By arranging a transfer from your bank using the following banking details:

    Sort code:	60-95-95
    Account Number:	The first 8 digits of your Chelsea account number
    Reference/Roll Number:	The full 10 digits of your Chelsea account number

  If you are unable to quote a reference number, please ensure that the account holder's name is quoted on the transfer details.

• When will I earn interest on a debit card payment?

  You will begin to earn interest on this deposit after two working days.

• When can I withdraw funds deposited by debit card payment?

  You will be able to withdraw on a debit card deposit after two working days.

• How long does it take for funds to be received when they're transferred online?
  • Transfers to external accounts made before 8pm will arrive three working days after the transfer date. Transfers made after 8pm take an extra working day to reach the account
  • Transfers to another online Chelsea account will be completed within 24hours
  • Transfers to a non-online Chelsea account will need to be set up as an external transfer.
• How do I set up, change or update my transfer accounts (online accounts only)?

  You can update your transfer accounts by visiting our website, logging into your account and completing the details in the Manage transfer accounts section.

• How do I transfer my ISA to Chelsea?

  Under HM Revenue & Customs rules, you can transfer your ISA to another provider at any time.

  If you do not currently have an ISA with Chelsea, you will need to open an ISA account by completing the relevant application form or applying online if you wish to open an e-ISA. Details of our ISA products can be found under Tax Free Savings.

  For online accounts	For all other accounts
  If you have an e-ISA, you can download an ISA Transfer form by logging into your account and selecting Switch another ISA to Chelsea from the options on the left. Send the completed form to your current ISA provider together with any passbook or certificate you have with them.	Complete an ISA Transfer form and send it to your current ISA provider together with any passbook or certificate you have with them.

  Note: Providers have 30 days plus any notice period that applies to your account to complete the transfer. Upon receipt of your funds from your current provider, we will credit/open your Chelsea Cash ISA and send you written confirmation.

• How do I transfer my Chelsea ISA to a different provider?

  You will need to arrange the transfer with your chosen new provider and complete a transfer request. The new provider will then contact us to arrange the transfer.

  More information

  • For questions about transferring an online ISA: Call 0845 850 4041
  • For questions about transferring any other ISA: Call 0845 744 6622

  Please note the providers have 30 days plus any notice period that applies to your account to complete the transfer.

• How do I change my Chelsea ISA to a different Chelsea ISA product?

  For online ISAs	For all other ISAs
  Complete this ISA Product Transfer Form and send it to: Internet Savings Department Chelsea Building Society Thirlestaine Hall Thirlestaine Road Cheltenham GL53 7AL	Complete this ISA Product Transfer Form and send it to: Savings Department Chelsea Building Society Thirlestaine Hall Thirlestaine Road Cheltenham GL53 7AL

  If you are opening a new ISA you will also need to complete the relevant application form for your chosen ISA.

• What is a customer number?

  A customer number is a unique log-in number which is required to access your accounts online. If you have forgotten your customer number, please call us on 0845 850 4041. It will help us if have your account number at hand before you call.

• How do I reset my password?

  Please call us on 0845 850 4041. This will enable us to verify your identity and keep your account secure. It will help us if you have your account number to hand before you call.

• Why have I been asked to prove my identity?

  Under regulations for prevention of financial crime and money laundering, we have a responsibility to verify the identity of each applicant before opening a new account, even existing customers. To do this, we use an electronic verification system.

  In certain cases (for example if you are not listed on the electoral roll or you have recently moved house) we may need further proof of your identity, which should be submitted with your completed application.

  For further details please visit our section on Verifying Identity.

• How do I prove my identity?

  Visit our Verifying Identity section for information about how you prove your identity. We will need documentary proof of both your name and your address.

  For online accounts	For all other accounts
  Send your documents to: Internet Savings Department Chelsea Building Society Thirlestaine Hall Thirlestaine Road Cheltenham GL53 7AL	You can either: Take the documents to your local branch, or Send them to our office.

  Note:

  We strongly recommend that you do not post original documents such as passports and drivers licences. We can accept copies certified by a Solicitor, Accountants or Bank / Building Society Staff. Certified copies must include the full name, profession, business address and telephone number for the certifying party. The words "certified true copy" must be written or stamped on the documents, which should then be signed and dated by the certifying party. A document will not be accepted if any of this information is missing. All Documents will be returned once your account is activated.

  If sending documents through the post please allow up to 5 working days  to process your application once it has been received. We will then write to you to confirm your accounts has been activated

• How do I view transactions on my online account?

  To view transactions on your online account, login, select your account and then use the 'Statements' option in the left navigation.

  Non-online based accounts and mortgage accounts cannot be viewed online.

As a general rule, interest earned on all bank and building society accounts is currently subject to taxation at 20%. This means we are obliged to deduct tax at this rate before your interest is paid, and the tax deducted is then paid to HM Revenue and Customs (formerly Inland Revenue). Payments made in this way are coded as ITN in your passbook or, for postal accounts, on your detailed statement.

Non-taxpayers may be able to receive their interest without tax deducted, by completing the HM Revenue and Customs form R85, and sending it to us. All payments of interest made after the form R85 has been registered will be made without tax deducted. Payments made in this way are coded as ITG in your passbook or, for postal accounts, on your detailed statement.

For joint accounts with only two investors, interest can be paid partly with tax deducted and partly without, where only one investor registers the form R85. Payments made in this way are coded as ITP in your passbook or, for postal accounts, on your detailed statement.

The interest shown on the statement is the total interest paid to you in the tax year. It does not show the interest earned between 6 April 2009 and 5 April 2010, but the amount of the interest actually paid to you during this period.

An example: if an account receives interest annually on 1 May, interest would have been paid on 1 May 2009. Whilst interest continues to be earned after this date, the next interest payment is not actually made until 1 May 2010. Therefore, this statement will show only one payment of interest, made on 1 May 2009, as HM Revenue and Customs want to know what you have been paid, not what is still to be paid. The 1 May 2010 payment will appear on next year's statement.

First of all, please check your statement carefully, using your passbook or, for postal accounts, your detailed statement, and check your account terms. In the event of any remaining concerns, please write to the Chief Internal Auditor at the following address:

Chelsea Building Society
Thirlestaine Hall
Thirlestaine Road
Cheltenham
Gloucestershire
GL53 7AL

Please include either the original or clear copies of the relevant documents, so we can investigate your concerns.

First of all we look at your account, and find out if you have received interest between 6 April 2009 and 5 April 2010. This is the period covered by the UK tax year, and is the period the HM Revenue and Customs are concerned about.

If you have received no interest between these dates, we will not send an annual savings account statement and statement of deduction of tax.

If you have received interest between these dates which has been either added to the balance of your account, paid to another Chelsea account or paid directly to your bank and your account is still open on 5 April, we will send you an annual savings account statement and statement of deduction of tax.

When you close an account, we will give you a tax statement if you ask us.

Latest interest rates are permanently displayed in all of our branches, and online.

Full details of the majority of our currently available savings accounts can be found online.

Alternatively, just call us on 0845 744 6622 or visit or call one of our branches.