Existing Savings Customers

Please log in to your online account, and select ‘Change Details’ from the main menu of the Account Summary page. When the page loads, you’re able to change your:

• Name
• Address
• Contact Details
• Email Address
• Password
• Memorable Details
• Marketing Preferences
• Nominated Account

Please note, if you are changing your name, we’ll also need to see one of the following documents:

• A copy of your Marriage Certificate
• A copy of your Deed Poll or Statuary Declaration
• A copy of your Decree Absolute, which must show the name

Send your documents to our Freepost address:

Gatehouse Bank,
FREEPOST RTJZ-UZHK-TZGT,
PO Box 861,
Wallsend,
NE28 5BP

If you elect to send originals, then we recommend you use recorded post or special delivery. We will return any originals we receive. However, it is safer to just send us certified copies. [Please see list of who can certify a document here].

Please note, if using our Savings App you will currently only be able to change your contact details and marketing preferences.

Any movements of money either in or out of your account requested before 1pm on a working day (Monday – Friday), will reach your account by close of business the same day. If you request after 1pm, the money will be transferred the next working day (Monday – Friday, excluding public and seasonal holidays). If you require more information, please see our Savings FAQs. You can also call us Monday to Friday 9.00am – 5.00pm (UK time) on:

• (Within UK) 0345 600 3350.
• (Outside UK) +44 191 622 1183

You can find your 7-digit account number in the welcome pack we originally sent you, on the account summary page when logged onto your online account, or through our Savings App.

If you wish to transfer your Cash ISA to a different provider, please note that you will need to contact your new provider to request this. The new provider will ask you to complete an ISA transfer form, which they will send on to us to action the transfer.

When completing the ISA transfer form of your new provider, please make sure you include your account number where they request your roll or reference number.

Please remember that if you hold one of our Woodland Cash ISAs a term breakage may apply, so do check the product Terms and Conditions for details.

You’re able to check your expected profit rate and profit payments through the Savings App, or by logging into your online account.

At the bottom of the login page, you’ll see a link to request a User ID reminder. Click/tap on this link and follow the on-screen instructions. You’ll need to provide your surname, mother’s maiden name and the email address registered on the account.

At the bottom of the login page, you’ll see a link to reset your password. Click/tap on this link and follow the on-screen instructions. You'll need to provide your User ID and the email address registered on the account.

If you find yourself locked out of your account, simply give us call us Monday to Friday 9.00am – 5.00pm (UK time) on:

• (Within UK) 0345 600 3350.
• (Outside UK) +44 191 622 1183

Please call us immediately Monday to Friday 9.00am – 5.00pm (UK time) on:

• (Within UK) 0345 600 3350.
• (Outside UK) +44 191 622 1183

We will be able to temporarily suspend your account to protect your savings.

We recognise that this can be a very difficult time for your and your family, but please be rest assured our Contact Centre is available to offer support and guidance through this process. Please call us Monday to Friday 9.00am – 5.00pm (UK time) on:

• (Within UK) 0345 600 3350
• (Outside UK) +44 191 622 1183

To register the death on the account, we require a photocopy or original of the Death Certificate, along with a signed and dated cover letter. If you have any questions regarding the account, you can include these in the cover letter.

Please send the documentation to our Freepost address:

Gatehouse Bank
FREEPOST RTJZ-UZHK-TZGT
PO Box 861
Wallsend
NE28 5BP

You can find relevant forms relating to your account here. For anything else please email us on info@gatehousebanksavings.com.

Unexpected life events, physical and mental health conditions, caring responsibilities and even financial crime can have a huge impact to our lives. If you have had a recent change in circumstances or need help in accessing our services for whatever reason, please let us know, so we can ensure your personal needs and circumstances are taken into consideration. Further information and practical support can be found here.

We have an established complaints procedure, details of which can be found on our website here. To make a complaint about your savings account, our contact details are as follows:

• By telephone: Within UK: 0345 600 3350 (Mon-Fri, 9am-5pm)
• By telephone: Outside UK: +44 191 622 1183 (Mon-Fri, 9am-5pm UK time)
• By email: info@gatehousebanksavings.com
• By post: Gatehouse Bank, PO Box 861, Wallsend, NE28 5BP

We will try to resolve your complaint as quickly and fairly as possible. If you’re still unhappy, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) at complaint.info@financial-ombudsman.org.uk

We have a dedicated Gatehouse Bank Savings App available to all existing customers which can be downloaded from the Apple Store and Google Play. To find out more and download our Savings App, click here. You can also view all our Savings App FAQs here.

To update your marketing preferences using our online form, please click here.

• We have Savings FAQs (Frequently Asked Questions), covering a wide range of topics. To view all, please click here
• We have FAQs dedicated to our Savings App. To view, please click here
• If you cannot find the answer you are looking for in the above FAQs, please contact us

These individuals can certify photocopies of a document:

• Employees of Gatehouse Bank (for documentation that they have had sight of the original)
• A qualified solicitor registered with the relevant national professional body
• A qualified accountant registered with the relevant national professional body
• A Notary Public
• A member of the Judiciary
• A director, manager or counter staff of a bank or an authorised credit or financial institution
• An Embassy, Consulate or High Commission Officer
• A Commissioner of Oaths
• Documentation Certification Service from the Post Office (UK Only)