FAQS

> Why am I being asked for further identification?
> Why can’t you give me a Credit Card / Bank Account or Loan?

> I don’t have the document detailing identification requirements
> I don’t have the email detailing identification / information requirements
> I don’t have the freepost address to return my identification to
> Can I take my identification into an Abbey branch?
> I’ve sent back my ID / documents but haven't heard anything from you

> What is an OLA number?
> What is a reference number?
> I’ve lost / can’t remember my OLA or reference number

> I haven’t received my eBanking credentials
> I haven’t received a welcome pack
> I have received my credentials but can’t seem to log on
> I haven't received my card and pin through the post
> I haven't received my cheque book
> How can I pay my initial deposit into my account?

> I applied to transfer over my ISA from another provider and haven’t heard anything

>  How can I transfer an existing Abbey Cash ISA to the new Direct ISA Issue 3?
> How can I transfer in an ISA to Abbey from another provider?

Why am I being asked for further identification?

To protect our customers against fraud we are legally required to verify the identity of each new applicant, even if you’re already an Abbey customer. We can often do this electronically. If we can’t verify you electronically, it could be because you’ve moved recently or aren’t on the electoral roll, for example. In these cases we need to ask you to provide us with copies of documents (such as a passport) that that we can accept to prove your identity.

Why can’t you give me a Credit Card / Bank Account or Loan?

Our decision not to provide you with the Abbey Bank Account originally applied for was made by using a system called Credit Scoring, which looks at all of the information you gave us. We also use information from the credit reference check.

If you’d like a copy of the information held by the credit reference agency, you can contact them at:

Consumer Help Service
Experian
PO Box 8000
Nottingham NG1 5GX

Or, visit their website: www.experian.co.uk 

Please detail all names that you’ve been known by, along with your date of birth and details of your current and previous addresses for the past 6 years, together with a cheque for £2.00 made payable to Experian Ltd. You can also get this information by calling 0884 4 481 8000 (the fee for this telephone service, which requires a credit or debit card, is £2.50)

I don’t have the document detailing identification requirements

The document that we have sent you via e mail or with a letter can be opened here. (To open this document you will need to have Adobe Reader. If you don't already have Adobe Reader you can download it for free). Download Customer Identification Leaflet

I don’t have the email detailing identification / information requirements
for my Savings or Bank Account application

It can take five working days from the date you applied to receive an email from Abbey. Remember ‘working days’ do not include Bank Holidays and weekends.
Sometimes emails from Abbey are filtered into trash or junk folders by mistake, so you should check these folders.  It’s also worth adding customerservices@abbey.com to your email address book as this can help make sure our emails are not filtered out.
If it’s been more than five working days and you still haven't received an email then contact us and we’ll track your application for you.

I don’t have the freepost address to return my identification to

All identification can be sent back to us freepost to:
Freepost RRTL-RXRL-JUEA,
Abbey Account Openings
9 Nelson Street,
Bradford,
BD1 5AN

Please do not send valuable originals such as passports and driving licences through the post and ensure that the document(s) are photocopied on both sides and returned to us with your reference number, name and date of birth written on the back so that we can match it back to your application

Can I take my identification into an Abbey branch?

If you’d rather take your identification into a branch that’s no problem. However, sending us your ID through the post is free, and can be dealt with very quickly. Our colleagues in Abbey branches can verify the ID, but won’t actually be able to open your account for you. Check out our branch locator for details of your nearest Abbey branch.

I’ve sent back my ID / documents but haven't heard anything from you

It can take us up to three working days to process your ID and get back to you. Allowing two days for your ID to reach us, plus weekends / Bank Holidays, it could be eight days between you sending the ID and hearing back from us. 

What is an OLA number?

An OLA number is the unique online reference number that every applicant is given when they submit their application online.  It is a five digit number beginning OLA, eg: OLA12345

What is a reference number?

If you apply over the phone and we ask you to send us further identification. If so, we will give you a reference number that you should write on the back of any documents that you send to us, along with your date of birth, name and postcode

I’ve lost / can’t remember my OLA or reference number

If you lose or can’t remember your OLA  / reference number it’s not a problem.  Just make sure that you state your name, date of birth and postcode in any contact with us and we should be able to find your application.

I haven’t received my Bank Account or Savings eBanking credentials

Allowing for weekends and Bank Holidays, it could be up to 10 working days after receipt of your welcome email that you receive your eBanking credentials.  At busy periods for post, particularly Christmas, we recommend you allow an extra couple of days. If, 14 days after receiving your welcome email, you still haven't received anything, contact us and we´ll look into it for you.

I haven’t received a welcome pack

If you apply online, the email you receive when your account is opened is your welcome pack. We attach everything you need to the email and don’t send anything in the post.
If you applied over the phone we will send your welcome pack in the post. Allowing for the post and weekends / Bank Holidays this could take up to six  days to arrive.

I have received my credentials but can’t seem to log on

You will need your registration number, pass code and card to log on to Abbey eBanking.  Support is available online at Abbey log on help. If you’re still struggling give our online helpdesk a call on 0845 600 4388 (7am -11pm Mon-Fri, 9am-9pm Sunday).  You can also contact them by email. Please remember not to include any account related information in your email for security purposes.

I haven't received my card and pin through the post

We will post your new card and PIN code to the address you provided within the application, within seven days of sending your welcome letter / email. These are sent separately for security reasons.

Allowing for the post and weekends / Bank Holidays this could take up to ten days to arrive.

I haven't received my cheque book

If you applied online we do not automatically send you a cheque book.  The welcome email we sent you included a cheque book request form that you can send back to us to request a cheque book.  If you don’t have the form, or have not received a cheque book within 14 days of sending back the request form please contact us to request anther.

How can I pay my initial deposit into my account?

This is explained in your welcome email or letter.  The easiest way to make a deposit is to set up a standing order from another account to your new Abbey account.  To do this you will need the sort code and account number of your new account, which are contained in your welcome email. You can also get them by logging on to eBanking.

I applied to transfer over my ISA from another provider and haven’t heard anything

The process should take no longer than 30 days in total from when we receive your transfer form. You should receive a letter at each stage of the transfer process. 

The key stages are: to confirm that the transfer has been requested (within four working days of receiving your request), to confirm that the Cash ISA has been transferred out of previous provider (within 10 working days of receiving the request), and a final letter confirming that their transfer is complete (within 5 working days of receiving the funds from your previous provider).

Please allow extra time for post between providers at each stage and weekends / Bank Holidays

The interest on the amount transferred into Abbey will be backdated to the date the Cash ISA was closed with your previous provider

How can I transfer an existing Abbey Cash ISA to the new Direct ISA Issue 3?

If you wish to transfer an existing Abbey Cash ISA to a Direct ISA Issue 3 this can be done simply by completing the transfer form and returning to us at the address stated on the form (to open this document you will need to have Adobe Reader. If you don't already have Adobe Reader you can download it for free ). You will not need to complete a new online application form.

Send your completed form to us using the freepost address below:

RRUB-KRSH-TCGS
Abbey House
287 St Vincent Street
Glasgow
G2 5BR

We will transfer your existing Abbey Cash ISA within five working days of receiving your transfer form and write to you to confirm that the change has been made.  As an existing Abbey Cash ISA customer you will continue to be able to use all other details of your account including your existing card, PIN and any telephone and on line banking etc... as normal.

How can I transfer in an ISA to Abbey from another provider?

If you already hold an Abbey Cash ISA and would like to transfer in further funds from a Cash ISA you hold with another provider into your Abbey Cash ISA, you can do this simply by completing the External ISA Transfer form and returning this to us using the freepost address below:

RRUB-KRSH-TCGS
Abbey House
287 St Vincent Street
Glasgow
G2 5BR

If you have more than one Cash ISA that you would like to transfer to us, please complete a separate form for each ISA.

Please note that you can transfer in balances to the Direct ISA and Easy ISA but that the Reward ISA does not allow transfers in from other ISAs

Once we've received this completed form from you, we'll need to contact your existing provider, so please allow up to 30 days for the transfer to take place from when we receive your form.  We will write to you to confirm when the transfer has taken place.