Common questions and answers

Contact Us

Back to Index >

Who can I call for assistance?

Opening hours

Back to Contact Us >

Back to Index >

Applying for additional Post Office savings accounts

Existing Post Office savings customers can open additional savings accounts by logging in to our online banking service and clicking the 'Apply for a Savings Account' link.

Back to Applying for additional Post Office savings accounts >

Back to Index >

Opening Reward Saver or Instant Saver Online

Back to Index >

Answering the questions on US Citizenship/Outside of UK Tax Residency

Why do you need to know if I am a US Citizen?

This is a requirement of UK legislation that is designed to comply with new US legislation known as 'The Foreign Account Tax Compliance Act'. All UK financial institutions are required to gather this information as part of account opening.

Why do you also need to know about countries or territories outside of the UK?

UK legislation requires UK financial institutions to collect details from customers of all countries and territories where they are resident for tax purposes and in some cases undertake further information gathering.

I'm a UK resident for tax purposes how could I have more than one tax residency?

It is possible to have income in another country that is taxable in that country. If you are unsure please speak to a tax adviser or accountant.

I don't know if I am tax resident in any other country what shall I tick?

If you are unsure whether you are tax resident in another country please speak to a tax adviser or accountant.

I don't have a tax adviser can you recommend one?

No - we are not allowed to recommend an adviser or accountant. You should speak to your accountant or legal adviser if you have one. Alternatively you could search the internet for a suitably qualified adviser or ask HMRC your questions.

I'm a Power of Attorney/Adult representative- do you also need to know my US Citizenship or outside of UK information?

Yes, in case we need to validate the information for the applicant you represent.

What is a TIN?

'TIN' stands for Tax Identification Number, being your unique reference for the country in which you are resident to pay tax. An equivalent in the UK is your National Insurance Number (NIN) or tax reference number.

Do I have to provide my TIN?

It is mandatory for US Citizens or US tax residents to provide their TIN in the application form. Tax residents of Jersey, Guernsey, Isle of Man and Gibraltar should provide their TIN if they have one.

You do not need to provide any tax identification details for any other country and may tick the 'I do not have a Tax Identification Number' box.

What should I do if I don't have a TIN?

You should only tick the 'I do not have a Tax Identification Number' box if you do not have one or are not required to provide it as indicated above.

How will you use my Tax residency information?

We will hold the information you have provided and contact you if we need any more information.

We also pass on information about accounts to HMRC where required to do so by UK legislation.

Back to Opening Reward Saver or Instant Saver Online

Back to Index >

Logging in to the Online Banking Service

Back to Index >

How do I log in?

Go to www.postoffice.co.uk and click on the sign-in link on the top right hand side of the page. On the next page select the sign-in button for 'Savings Accounts'. This will take you to our secure log-in page:

Logging in for the first time?

The first time you log in you will see the Terms and Conditions for online banking. Please read them and, if you accept them, click on the 'Agree' button at the bottom of the screen. Please do not close the page at this stage without selecting one of the options.

You can now change your 6 Digit Security Number to something more memorable by selecting 'Change Security Numbers' under 'Savings Account Management' and following the on-screen instructions.

Can I change my 6 Digit Security Number to something more memorable?

Yes, you can change your 6 Digit Security Number to something more memorable by logging in and selecting 'Change security number' under Savings Account Management and following the on-screen instructions.

When choosing your PIN please make it memorable to you but do not make it easy to guess, i.e. do not use your date of birth, the same numbers i.e. 111111 or a sequence of numbers, i.e. 123456.

How many chances do I have to enter my Post Office 6 Digit Security Number?

You have 3 chances to enter your 6 Digit Security Number. If you enter the number incorrectly 3 times, then you will need to call the Customer Service CentreCentre and we will post you a new security number.

If you're a Post Office Credit Card customer call: 0345 607 6500

If you're a Post Office Savings customer call: 0345 602 3409

I have lost / forgotten my User ID or 6 Digit Security Number - what do I do?

Please call us and we will reissue you with your User ID and/or 6 Digit Security Number. We will do this by post to the address registered with us. Your User ID and/or new 6 Digit Security Number will arrive separately within 4 working days.

If you're a Post Office Credit Card customer call: 0345 607 6500

If you're a Post Office Savings customer call: 0345 602 3409

I've been locked out of my accounts - what do I do?

Please call us and we will reissue you with your User ID and/or 6 Digit Security Number. We will do this by post to the address registered with us. Your User ID and/or new 6 Digit Security Number will arrive separately within 4 working days.

If you're a Post Office Credit Card customer call: 0345 607 6500

If you're a Post Office Savings customer call: 0345 602 3409

Back to Logging in to the Online Banking Service >

Back to Index >

Account Details

Back to Index >

How do I register for online account access?

If you have one of the following Post Office products you will automatically receive an 6 Digit Security Number and online User ID:

How do I change my list of internet registered accounts?

Simply call the Customer Services Centre:

If you're a Post Office Credit Card customer call: 0345 607 6500

If you're a Post Office Savings customer call: 0345 602 3409

Can I send account instructions via email?

No, we are unable to take instructions from customers regarding their accounts via email for security reasons.

Is there a charge for the service?

No, using Post Office online costs you nothing extra (except for the normal charges from your internet service provider).

Back to account details >

Back to Index >

Transfer Money

Back to Index >

How do I make a transfer from my account?

If you hold an Instant Saver, Reward Saver or Easy Saver account, you can make a transfer to the account you nominated when you applied. To do this you have three options:

For your protection, when telephoning our Customer Service Centre you will be required to provide random numbers from your 6 Digit Security Number, and your call may be recorded.

How many nominated accounts can I link to my Post Office savings account?

You may nominate one account.

How do I add or change a nominated account?

Call us on 0345 602 3409. Remember to have your 6 digit security number to hand.

Alternatively you can write to us at Post Office Money Savings, PO Box 87, Armagh, BT61 0BN

For your security, once you set up a new Nominated Account you will not be able to make transfers until 5 working days have passed.

Is there a limit to the number of transfers I can make?

For Instant Saver, there is no limit.

Back to Transfer money >

Back to Index >

Account Balances

Back to Index >

How often are the account balances updated?

The balance displayed is for the close of business the previous working day.

If I deposit funds in the Post Office branch how long will it take for my account balance to be updated?

Your account should be credited within three working days.

Back to account balances >

Back to Index >

Technical Queries

Back to Index >

What is a cookie?

A cookie is a file that provides a means for storing and retrieving information for use by Post Office online.

Can I see a cookie?

There are options on newer versions of Microsoft Internet Explorer and Netscape Navigator which will send a message to the WEB browser if a cookie is sent to your PC. On some versions, you can view the contents of the cookie.

How do I enable cookies on my PC?

If you are using Internet Explorer:

If you are using Mozilla Firefox:

If you are using Safari

If I choose not to accept a cookie, can I still access Post Office online?

No. You will need to enable cookies on your PC.

What browsers can access the Post Office online?

For both technical and security purposes, the following Internet browsers are recommended when accessing Post Office online:

How do I know what version browser I have?

Click on 'Help' on the menu bar of your browser. Select the "About...." text. Full details about your browser as well as the version will be detailed.

How can I upgrade my browser?

If you need to upgrade your browser, download the latest version from the appropriate site below, or contact your internet service provider for details:

Back to technical queries >

Back to Index >

Online Banking Security

Back to Index >

How do we protect you online?

Secure log-in
Our log in page is a secure page. When you log in successfully your web browser will establish a 128-bit secure socket layer (SSL) connection between your computer and our web servers.

SSL stands for "Secure Socket Layer". SSL is a protocol used to transmit information securely over the internet. The SSL encrypts sensitive information so it cannot be opened or understood by anyone other than the intended receiver.

You can see whether a web page is secure in two main ways:

Number of log in attempts
To reduce the risk of your User ID and password being guessed by a fraudster we limit the number of attempts allowed to enter the information to 3. After 3 unsuccessful attempts to provide the information we disable access to your accounts online. To re-enable access simply call us on 0345 600 5581.

Firewalls
One of the security mechanisms we use to protect our systems and your information is called a firewall. During your secure online sessions, firewalls prevent unauthorised internet traffic from entering our website.

Timed logout
To protect your accounts against unauthorised access, we automatically terminate a secure online session if extended inactivity is detected. If this happens you will need to log in again to continue.

Constant updates to our systems
In order to effectively counter the latest security threats, we ensure that our systems are constantly updated to maintain the security of your accounts

Back to Online Banking Security >

Back to Index >

How you can protect yourself online

Install and update anti-virus software
Always ensure that your PC is updated with the latest anti-virus software. This will allow you to scan your files and emails for viruses, trojan horses and other harmful programmes. If these are found the ant-virus software is designed to heal or remove the harmful material.

Use a personal firewall
Any computer or device connected to the internet should be protected by a personal firewall. Firewalls will help protect your computer by creating a barrier between your computer and the rest of the internet.

Look for the padlock symbol
Most web browsers display a "lock" icon somewhere in the window of the browser. Click (or double-click) the ?padlock? icon of your web browser to see details of the site's security.

Keep your browser and operating system up-to-date
Operating systems and software need to be regularly updated as new patches and functionality is made available ? often these updates are specifically designed to fix security weaknesses in the operating system or software. You can normally either set your system to automatically check for these updates or can do so yourself manually.

Scan your computer for spyware regularly
Spyware and adware are programs that monitor your internet activity and potentially transmit information to fraudsters.

Activate a pop-up blocker
Most web browsers let you block pop-ups in the security options.

Clear your browser's cache
Clear your browser's cache and history after each session so that your account information is removed, especially if you have used a shared computer to access Online Banking.

Review your statements and transactions carefully
Make a habit of reviewing your account statements and transactions regularly. This means you may spot any unusual transactions or irregularities sooner. Please call us on 0345 600 5586 if you identify suspicious transactions.

Never respond to emails requesting sensitive information
We will never email you asking you to enter or confirm your security details. If you receive an e-mail claiming to be from the Post Office asking for account information, do not respond to it. Instead please let us know immediately by calling us on 0345 600 5586.

Useful Links
For more information about how to keep yourself secure online why not visit www.getsafeonline.org or www.banksafeonline.org.uk

Back to Online Banking Security >

Back to Index >

Useful Links

For more information about how to keep yourself secure online why not visit www.getsafeonline.org or www.banksafeonline.org.uk

Back to Useful Links >

Back to Index >

Complaints

If you have a complaint, we want to know. In the first instance you should contact our Customer Service Centre. If you're a Post Office Credit Card customer call us on 0345 607 6500. If you're a Post Office Savings customer call us on 0345 602 3409, or write to us at Customer Care Team, Post Office Savings, PO BOX 27, One Temple Quay, Bristol, BS99 7AX and they will be happy to help.

If you have made a complaint but are still not satisfied with the response the Financial Ombudsman Service may be of assistance and they can be contacted at The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. If you would like full details of our Complaints Procedure, we will provide these to you on request.

Back to Complaints >

Back to Index >

Close