Online account FAQs

Our mobile app is available to everyone who wants to use our online services. If you aren’t already registered to use our online banking service you can request this on our live chat function on our website, using this form, by calling 0800 072 1100 or by visiting your local branch.

Our mobile app will be available in the Apple App Store and Google Play.

If you have an iPhone you can download it from the App Store.

If you have an Android you can download it from Google Play.

In order to download our mobile app you must have one of the following versions on your device:

• Android OS 12 onwards
• Apple iOS 15 onwards

At Saffron, our number one priority is the protection of our customers and their data. That is why we have, and will continue to vigorously test our app to ensure you and your funds are safe.

If you would like to update your information but you’re unable to do this on our mobile app, you can request this by messaging us via the app, on our live chat function on our website, by calling 0800 072 1100 or by visiting your local branch.

Setting up biometrics on registration:
During the app registration process you will need to enter your online banking User ID, password and memorable details. You will be asked to set up a 5 digit passcode for our mobile app and once this has been set you can select if you would like to enable biometrics.

Setting up biometrics after registration:
Login to your account and access the customer details section and select 'Enable Touch ID' or 'Enable Face ID' or 'Enable Fingerprint ID'. You will be able to login using biometrics on your next login.

Disable biometrics:
Login to your account and access the customer details section and select 'Disable Touch ID' or 'Disable Face ID' or 'Disable Fingerprint ID'. You will be required to login using your passcode.

Currently you’re unable to open an account on the mobile app, but this is available in e-banking. If you’re an existing customer with online banking credentials then please use the quick and easy apply online option located in the top right of the home page.

When we update our app, we want you to have access to new features and security updates as soon as possible, therefore we always invite you to update the app when a new version is released.

A special character is one of the following:

!#$" ' '()*+,-/:;=?@[\]^_`{|}~.

0800 072 1100 or 01799 522211

Our Latest Contact Centre opening hours are:

saffrondirect@saffronbs.co.uk

Saffron Building Society
Saffron House
1A Market Street
Saffron Walden
Essex CB10 1HX

For security purposes, your user ID and password will be sent via two different methods.

Please see below for a step-by-step guide of how to arrange online access once you have received your user ID and password: 

•    Please visit our mobile app and 'log in' 
•    Enter the user ID and the temporary password that you have been provided – please ensure that you are manually typing in the password and be aware that it is case-sensitive.
•    The minimum requirement for your password is 10 characters, 1 upper case and 1 number and a special character.
•    The minimum requirement for your memorable answer is 10 characters and can’t have any spaces.

We have recently made a change to our savings accounts, so you will now be notified via SMS/email when an electronic payment has been made from your savings account.

Please note that this also includes interest payments out from your account. However, if you are unsure, please call the Contact Centre.

We will send you your User ID and, in some cases a temporary password, separately to protect your security. Your account opening letter will provide full details of what you should expect to receive.

Your User ID (Customer ID number) is unique to you and is required to login to your account online. This was sent to you when you opened your account.

Please call our Contact Centre and one of our Customer Consultants will be able to send you a reminder. We are unable to give out this information over the phone.

Your password is case-sensitive and made up of a minimum of 10 characters and a maximum of 30. It should be made up of letters and numbers and must have at least one uppercase and one lowercase letter. Your password must also contain at least one special character e.g. !#$" ' '()*+,-/:;=?@[\]^_`{|}~. Please click on the forgotten password link on the login page. This will automatically send your password hint to your registered email address. If this doesn't help, please call our Contact Centre who will send you a new temporary password in the post, allowing you to set up a new password and password hint.

Please call our Contact Centre and one of our Customer Consultants will be able to help you remember by asking you your memorable question. If this still doesn't help we'll send you a link to set up a new question and answer.

Our security requirements for online banking have changed. Once you have entered your login details, you may be asked to reset your password if your current one does not follow the new security requirements.

Simply follow the onscreen instructions by entering your current password in the box labelled 'Temporary Password'. Then, in the next box, enter your new password following the below security requirements:

• Minimum of 10 characters and a maximum of 30
• It should be made up of letters and numbers
• Must have at least one uppercase and one lowercase letter.
• Must contain at least one special character e.g. !#$" ' '()*+,-/:;=?@[\]^_`{|}~.

Once you have entered your new password, you will need to re-confirm this and add a password hint.

Finally, click on ‘Change’ and you will be logged into your online banking account and see your Account Summary.

If you still have problems logging in, then please call our Contact Centre.

You can change your password in the ‘Your Details’ section of your Online Account.

Please call our Contact Centre and one of our Customer Consultants will be able to send you a temporary password. Once you have logged on using the temporary password, you will be asked to set up a new one along with a new password hint.

Protecting your account security is important to us so we do this for security purposes.

To gain access to an account that has been locked, you will need to call our Contact Centre. Following some security checks we will unlock your account.

We carry out maintenance between midnight and 4am every night, with the aim of minimising disruption to our customers. This means you cannot access your online account during these hours. If you experience transaction issues outside of this time period, please call our Contact Centre.

To change the nominated bank account linked to your online account please call our Contact Centre on 0800 072 1100. We will also only accept bank accounts in your name and you can only have one nominated bank account linked to the account.

You can do this by sending us a secure message or by calling our Contact Centre.

Our website (www.saffronbs.co.uk) lists all of our current savings accounts, and clearly indicates which of these can be opened online. If you are an existing online customer, you are also able to apply for some of our online savings accounts via the Online Portal. To see which accounts are available, log in to your online account and select 'Apply Now'.

This can be changed online in the ‘Your Details’ section. A security code will be sent to the new number which must be entered online in order to verify the number.

This can be changed online in the ‘Your Details’ section. Enter your new telephone number and the system will be updated immediately.

This can be changed online in the ‘Your Details’ section. An email notification will be sent to both your new and previous email address detailing the change for security reasons.

You are unable to change your address online. Please call our Contact Centre on 0800 072 1100 and one of our Customer Consultants will be able to assist you.

Secure messages are an alternative to contacting us by phone or visiting one of our branches. You can send us a message of up to 999 characters online using the 'Send a Secure Message' function when you're logged into your account.

You can view your transactions online by selecting view account from your Accounts Summary.

You can download and print a transaction statement by selecting the ‘Download Transactions’ link under the ‘Manage Your Account’ section. The statement will be for the full term of your account and is available in a PDF format.

You can request an interest statement by sending us a secure message or call our Contact Centre. This statement can be made available to you in the ‘My Documents’ section of internet banking or can be sent via the post.

You can pay money into your account by Faster Payment or Standing Order using the following details:

Sort Code: 20-74-21
Account Number: 00775991
Reference: Please quote your Saffron account number only. If this is not quoted correctly the funds will be returned to the sender.

You can download a standing order form from our downloadable forms page on our website.

Payments in arrive on working days - any day which is not a Saturday, Sunday or a bank holiday in England and Wales. Cut-off times apply for receipt of an electronic payment such as a Faster Payment, CHAPS or BACS payment.

These are as follows:

• The cut-off time for Faster Payments is 8pm on a working day; the cut-off times for CHAPS payments is 5pm on a working day.

• A payment that is sent to you by Standing Order or through the BACS system can take up to three working days to reach your account.

You can transfer money to your nominated bank account via ‘Make Payment’ located on the Account Summary page. Please note the terms and conditions of your account may restrict who you can transfer money to and some accounts do not allow withdrawals.

£100,000 or less:

Payments of £100,000 or less will be sent via Faster Payment. If the payment is requested before 4pm it will be sent the same day. If the payment is requested after 4pm it will be sent on the next business day.

Over £100,000:

Payments that exceed £100,000 or where the receiving bank does not accept a Faster Payment will be sent via a BACS payment. If the payment is requested before 3.30pm it will be sent the same day. If the payment is requested after 3.30pm it will be sent on the next day. Funds that are sent by BACS should be received in the destination account three days after they are sent.

Yes, you can transfer money to your other Saffron online accounts subject to the account's terms and conditions.

Yes, you can view your future dated payments under the ‘Future Payments’ tab in the Online Savings Portal.

Yes, by selecting ‘cancel’ next to the relevant payment on the ‘Future Payments’ tab in the Online Savings Portal. Please note you can only cancel these payments if your account is an online account. If you are unable to cancel online, please call our Contact Centre.

No, if there are insufficient funds in an account to cover a payment that has been set up, no funds will be transferred and a fee won’t be charged.

No, you are only able to set up adhoc payments on a one-off basis, for either the current or a future date.

You do not need online access set up or apply for one of our online savings accounts; once the new account is open, we will automatically send you the login details. Please note that you will need to provide us with an email address and a mobile telephone number for each applicant.

To view the accounts available to you to open online simply click the ‘Apply Online’ button once you have logged in, you will then be provided with a list of savings accounts that can be opened online, subject to account terms and conditions.

If you have access online to a personal savings account you will be able to open new personal savings accounts by logging into your eBanking. 

If you have access online to a Corporate Savings Account you will be able to open a new Corporate Savings Account via the online portal by clicking 'Apply Online'. The account details will be the same as the current Corporate Savings Account. You will be unable to open a Personal Savings Account if you are logged on through your Corporate Savings Account.

You can update some details before applying for your savings account under the 'Your Details' section. If there are details you cannot update online, please send us a secure message or call our Contact Centre before applying for your new online savings account to confirm which details need to be changed. One of our Customer Consultants will confirm the next steps.

Yes, you are able to set instructions for your online savings account to be actioned upon maturity. To do this you will need to click on the ‘View Account’ button next to the relevant account and then select ‘Set Maturity Instruction’.

Please note you will be able to update the instructions up to 14 days before the maturity date, however we would encourage you to wait until the maturity pack is received through the post detailing the available accounts. This usually arrives approximately 14 days before the maturity date.

If you do not have a nominated bank account set on your savings account you will not be able to transfer funds externally. If you wish to do this please call our Contact Centre and one of our Customer Consultants will be able to add these bank account details for you. Please note that the nominated bank account must be held in your name.

If you wish to transfer your funds to an existing savings account, you will need to complete the maturity renewal form contained in your maturity pack and send it to us using the pre-paid envelope enclosed.

You can amend your maturity instructions online up to 1 day before maturity. If you wish to amend the instruction to mature into the default variable account, stated in your maturity pack, please call our Contact Centre.

Your account will default into the variable rate account stated in your postal maturity pack.

No, if you are setting up your maturity instructions online you will only be able to open one new savings account. If you wish to open more than one account, you can complete the maturity renewal form contained in your maturity pack and send it to us using the pre-paid envelope enclosed.

The terms and conditions for our children’s accounts specify that all account closures must be processed in the form of a cheque made payable to the child. You can instruct us to do so by completing the maturity renewal form contained in your maturity pack and sending it to us using the pre-paid envelope enclosed.

If you wish to mature the account into another children’s savings account then you can do so by using the above method.