Online Saving System - Frequently Asked Questions

Please find below a range of the most frequently asked questions regarding our Online Saving System. If you cannot find the answer to your question, then please call us on 0800 072 1100.

General

What is the Contact Centre phone number?

0800 072 1100 or 01799 522 211

What are the Contact Centre opening times?

Lines are open 9am – 5pm Monday to Friday (9:30am on Wednesdays) and 9am – 1pm on Saturdays

What is the email address?

saffrondirect@saffronbs.co.uk

What is the postal address?

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

Mobile App

Can I use the Mobile App and how do I get set up?

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 please call us on 0800 072 1100 or visit your local branch; opening times are available on our website.

During the app registration process you will need to enter your online banking User ID, password and memorable details into the app. You will then also need to set up a 5 digit passcode for the app which you can use next time you log in.

Where can I download the Mobile App?

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 (hyperlink to app store)

If you have an Android you can download it from Google Play (hyperlink to app store)

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

  • Android OS 5 onwards (Lollipop)
  • Apple iOS 10 onwards
How secure is the Mobile App?

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.

How can I make sure the app stays secure?

Make sure you regularly update the app once they become available and have the most up to date software on your phone so that our app works efficiently and continues to stay secure.

What can I do on the Mobile App?

For the majority of our savings accounts you can:

  • View all your savings account in one place (both personal and corporate)
  • View your account balance and current interest rate
  • View your account transactions that have been completed along with those scheduled for the future
  • View and manage your personal details
  • View, send and receive secure messages
  • View your account documents
  • Transfer money to another savings account with us
  • Transfer money to your existing nominated bank account
  • Set up and manage transfers to your existing nominated bank account for a future date
  • Change the name of your accounts to something more personal like ‘Rainy Day Savings’
  • View information about our branch network, such as branch locations, opening times and branch facilities
  • Access Saffron Rewards; discounts and benefits for our members

Some of our savings accounts will only be available to view in our mobile app meaning that not all of the options listed above will be available to you. A member of staff will happily go through this with you. Please contact us via webchat; Secure message; calling 0800 072 1100 or visiting your local branch.

What is Saffron Rewards?

We have partnered with a company called Parliament Hill who provides discounts and offers on a range of products and services. These are available through Saffron Rewards, which have been specially selected to reduce the cost of your day-to-day expenditure.

We aim to bring you new offers on a regular basis. There is no registration process, just sign in with your Saffron Membership details.

How do I change my information that is not in the app?

If you would like to update your information but you’re unable to do this on our mobile app please send us a secure message or call our Contact Centre and one of our Customer Consultants will be able to assist you.

How do I change my passcode?

If you know your passcode then you can login to your account and access the customer details section and select “Change Passcode”. You’ll need to input your current passcode and then your new passcode and your passcode will then be updated.

If you have forgotten your passcode then select the forgotten passcode link on the login page. You will need to unregister your device and register the device again (This will be visible on screen once you select ‘forgotten passcode’). As part of the registration process you will need to enter your online banking User ID, password and memorable details. You will then be able to set up a new 5 digit passcode for our mobile app.

How do I enable or disable biometrics?

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 able to login using biometrics on your next login.

Can I open an account on the mobile app?

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.

Can I input my maturity instructions on the mobile app?

Currently you’re unable to input your maturity instructions on the mobile app, but this is available in our e-banking. If you’re an existing customer with online banking credentials then please use the hassle free set maturity options located in the view account screen.

Will there be additional services added to the mobile app?

This is just the beginning for the mobile app, so make sure you have the latest version of our app on your phone once it becomes available to be able to take advantage of the new services as and when they become available.

Available on selected Apple devices only. Apple, the Apple logo, iPhone, iPad and Touch ID are trademarks of Apple Inc., registered in the US and other countries Google Play and the Google Play logo are trademarks of Google Inc.

Account Administration

I have made an electronic payment from my savings account, why have I received an SMS/email?

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.

I have received my account opening confirmation letter, but I haven't received my User ID number

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.

What is my User ID?

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.

I can’t remember my User ID

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.

I can't remember my password. What do I do?

Your password is case sensitive and made up of a minimum of 8 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. We also advise that your password contains 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 e-mail 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.

I can't remember my memorable answer

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.

Why am I being asked for a temporary password?

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 on screen 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 8 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. We also advise that your password contains 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.

How do I change my password?

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

How do I reset my password?

Please call our Contact Centre and one of 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.

Why am I asked to provide three characters from my memorable answer?

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

My account is locked. How do I get access?

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.

Why can’t I access my online 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.

What do I need to do to change my nominated bank account details?

To change the nominated bank account linked to your online account you can either send us a secure message instructing us that you would like to change your bank details, along with the sort code and account number or you can call our Contact Centre. Please note that secure messages will only be picked up within our opening hours and it can take up to 2 working days for the details to be changed. We will also only accept bank accounts in your name and you can only have one nominated bank account linked to the account.

How do I close my account?

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

How do I open a new account?

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”.

Updating details

Mobile number

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.

Home number

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

Email address

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.

Address

You are unable to change your address online, please send us a secure message or call our Contact Centre and one of our Customer Consultants will be able to assist you.

Account Functionality

What is a secure message and how do I send one?

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.

Where can I view my transactions?

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

How do I get a statement?

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.

How do I request an interest statement?

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 Document’ section or can be sent via email or post.

Payments in

How do I make a deposit into my account?

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.

I have made a payment, when will it arrive in my account?

Faster payments in should take no longer than two hours to appear in your account. We process payments every two hours between 4am and 8pm. Any payments that are made after 8pm will not be received until the next working day.

Payments out

How do I make a payment from my 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.

I requested my payment be sent ASAP, when will it be sent?

£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.

Can I transfer money to my other online accounts?

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

Can I view a payment that I have set to a future date?

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

Can I cancel a payment that I have set for a future date?

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.

My account had insufficient funds to cover the payment I had previously instructed, will I be charged?

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.

Can I set up a regular monthly payment to leave my account via the Online Savings Portal?

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

However, If you would like to arrange a regular monthly payment to leave your account, please call our Contact Centre.

Opening Online

I don’t have an online account; can I open a new savings account online?

To open an eligible savings account online, you must have online access. If you do not currently have a E-saver or Business E-saver account, but you currently hold a Savings account with the society for at least six months, you can request online access by calling our Contact Centre. Please note that you will need to provide us with an email address and a mobile telephone number for each applicant.

How do I open a savings account online?

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.

I am an existing online savings customer; can I open another account online?

If you have access online to a personal savings account you will be able to open new personal savings accounts via the online portal by clicking “Apply Online”. Please ensure you read the full account terms and conditions before applying for the account.

I am an existing online corporate customer; can I open another account online?

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.

I am applying for a savings account via the online portal and I need to update my details, what do I do?

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 require to be changed. One of our Customer Consultants will confirm the next steps.

Online Maturities

Can I set up instructions for my account for when it matures?

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 30 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.

Why can’t I transfer my maturing funds to my bank account?

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.

Why can’t I transfer my maturing funds to an existing savings account?

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.

Can I amend the maturity instructions if I have changed my mind?

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.

What happens if I don’t set any maturity instructions?

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

Am I able to use my maturing funds to open more than one new savings account?

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.

Why can’t I set maturity instructions for my children’s savings account?

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.