myaccounts FAQ - Closing an account

You can close your savings accounts online, with the exception of ISAs. You are unable to close any account with closure/withdrawal restrictions online. These restrictions will be detailed in the terms and conditions of the account you were given prior to opening.

To close a notice account, send a secure message selecting the message subject ‘Notice to withdraw’. The myaccounts team will put your account on notice and contact you by secure message to advise the date you can close your account. You will need to log into myaccounts on the agreed date (or within 7 calendar days) to make the closure. Select 'Close this account' and follow the instructions on the screen. Your closing funds can only be sent to your nominated bank account and not to another Society account. You are able to transfer funds from one Society account to another as part of the normal withdrawal process.

If you wish to transfer your ISA to another provider you will need to complete an ISA transfer request with the new provider who will request the transfer of money on your behalf. Do not attempt to withdraw the funds or close the ISA yourself as you may forfeit the tax free status of your ISA.

All our accounts have a “cooling-off” period which enables a customer to cancel their account opening. However, you are unable to do this online. If you wish to cancel your account opening, please write to us (myaccounts team, 90 Bartholomew Street, Newbury, Berkshire, RG14 5EE) detailing why you wish to cancel your account.

If you would like to discuss an alternative account, please also indicate in your letter and we can ask a savings adviser to contact you.

If you are unable to close your account, this could be due to the terms and conditions of the account (e.g., children’s accounts), because you have not entered your verification code or due to a hold on your account.

If you do not have the ‘close account’ option, you will need to enter your verification code before you are able to make any withdrawals.

Your verification code is sent to you by post when you register or apply for your first account on myaccounts. To check whether you have entered your verification code please visit ‘my profile’ when you are logged into the myaccounts service.  If there is an option to enter the verification code, please enter this here.  

If you have entered your verification code and you still cannot see the option to close your account, please contact our myaccounts team via secure message or via telephone on 0800 988 4857.

If your nominated account is not registered against your account, you will need to register this before you can close your account. Please see the ‘Withdrawing money’ FAQ for further information on how to register this.

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