All Shariah Finance FAQs

A Buy-to-Let purchase plan is a Shariah-compliant mortgage alternative. You can use it just like a conventional mortgage to purchase or refinance your Buy-to-Let property. For more information, please view our Buy-to-Let video.

Our Buy-to-Let video

Yes. We can provide Buy-to-Let finance for individuals, and also sole proprietors, partnerships, UK registered limited companies and SPV (special purpose vehicle) structures. We also offer Green Home Finance products which carry discounted rates and are only available for properties with a valid Energy Performance Certificate (EPC) rating of A or B – for more information please click here.

Yes. Having both an inclusive and flexible approach, we have specific products to help meet the needs of both UK Expats and International residents based overseas. For more information, please view our Buy-to-Let video.

Our Buy-to-Let video

Yes, we can consider finance for portfolios. We have no restriction on the number of properties in a portfolio.

Yes, we have a range of options for more complex property portfolios including HMOs and MUFBs. For more information, please contact our qualified advisers.

• Call us Monday to Friday 9.00am – 5.00pm
• Complete our online form

Our Tariff of Charges gives details of the charges payable in connection with finance applications and additional administration charges following completion.

Tariff of Charges

FTV or finance-to-value is the finance amount expressed as a percentage of the property valuation. For example, if a finance product has a maximum FTV of 80%, you will need to provide at least 20% of the property value as your contribution (with the Bank contributing the other 80%). Please refer to our Buy-to-Let products for the maximum FTV applicable.

Our Buy-to-Let products

Depending on the product chosen an Early Redemption Charge may be payable if you make Additional Acquisition Payments (often known as ‘lump sum’ payments) or redeem your Purchase Plan during a Fixed Rental Rate Period. Full details are set out in the product information.

All finance terms and fixed rate periods begin on the Completion date of your home finance and end on the last day of the calendar month in which the finance term/fixed rate period expires. An example of this would be as follows: A 2 year fixed rate period of a home finance product that Completes on 21 September 2024 would end on 30 September 2026 and if it has a finance term of 25 years, it will end on 30 September 2049.

Depending on the product chosen, it may be possible to make Additional Acquisition Payments (often known as ‘lump sum’ payments) during a Fixed Rental Rate Period of your product. If this facility is available, full details are set out in the product information. Outside a Fixed Rental Rate Period, you can make Additional Acquisition Payments at any time subject to a minimum payment of £2,000. Please note:

• When an Additional Acquisition Payment is made, if your account is on an Acquisition and Rent basis you will have the option to either:
  • reduce your monthly payment and keep the finance term the same, OR
  • reduce the outstanding finance term by keeping your monthly payment the same

• However, if your account is on a Rent Only basis your monthly payment will be reduced

• You will be advised of any new monthly payment amount after you have made the Additional Acquisition Payment

No, we do not recommend any solicitor and are happy to work with a UK based solicitor of your choice. However, we do suggest you choose a solicitor with experience of conveyancing involving Shariah finance as the underlying documentation is different to a conventional mortgage. We can provide a list with all UK based solicitors with Shariah credentials. Please see this list here.

The Bank is committed to reducing its own environmental impact and in October 2021 became operationally carbon neutral. We are working to align the business with the UN Sustainable Development Goals, having been a founding signatory to the United Nations Principles for Responsible Banking in 2019.

We are also committed to supporting customers that are looking to reduce their impact on the environment through our products. The launch of our Green Home Finance products is a natural progression and follows the launch of our highly successful Woodland Saver accounts in February 2021, that is supporting UK woodland growth.

In addition to our standard eligibility criteria, our Green Home Finance products are available where properties have a valid Energy Performance Certificate (EPC) rating of A or B.

EPC stands for Energy Performance Certificate and is a summary of your property's energy efficiency. Your home will need a valid Energy Performance Certificate (EPC) rating of A or B to be eligible to select one of our Green Home Finance products. You can check your property’s rating on the EPC Register.

If you’re moving into a new build home and your home is still being built, ask your house builder for the Energy Performance Certificate or predicted energy assessment.

There are two benefits:

1. You will benefit from a 0.10% reduction in the finance rate charged for the entire product term, compared to an equivalent standard product of the same type
2. The Bank, at its own cost, will offset the carbon footprint of your property for the entire fixed term of the product (two or five years)

These figures have been provided by Forest Carbon, for the average consumption of Gas and Electricity of the average UK home. Based on this, the average UK household’s carbon emissions generated by heating and lighting a home are 2.9 tonnes of CO2 per year.

We have teamed up with Forest Carbon to offset the carbon footprint of your property.

Forest Carbon partner on a range of natural based and clean energy projects, which include, carbon loss prevention (avoided deforestation, peatland protection, solar, wind and hydro projects) and carbon capture (from growing trees in new forests).

Yes. Once an existing customer reaches the end of their product term, the new Green Home Finance products will be made available to them, if they meet the eligibility criteria.

Depending on the product chosen, it may be possible to make Additional Acquisition Payments (often known as ‘lump sum’ payments) during a Fixed Rental Rate Period of your product. If this facility is available, full details are set out in the product information. Outside a Fixed Rental Rate Period, you can make Additional Acquisition Payments at any time subject to a minimum payment of £2,000.

Please note:

• When an Additional Acquisition Payment is made, if your account is on an Acquisition and Rent basis you will have the option to either:
  • reduce your monthly payment and keep the finance term the same, OR
  • reduce the outstanding finance term by keeping your monthly payment the same

• However, if your account is on a Rent Only basis your monthly payment will be reduced

• You will be advised of any new monthly payment amount after you have made the Additional Acquisition Payment

A home purchase plan is a Shariah-compliant mortgage alternative. You can use it just like a conventional mortgage to buy or refinance your home. For more information, please view our Home Purchase Plan video.

Our Home Purchase Plan video

Your home purchase plan works in a similar way to a mortgage. Fixed and variable rates may be available, except they are not rates of interest but rental rates.

With a Shariah-compliant home purchase plan, you buy the property jointly with us. Your deposit is your stake, we hold the remaining stake and the property is registered in our name. We instruct a solicitor, who works alongside yours during the purchase process.

Your monthly payment is made up of either rent, if you have a Rent Only Purchase Plan, or rent and acquisition, if you have an Acquisition and Rent Purchase Plan. Rental rates are calculated to reflect the shares you and we own in the property.

• Acquisition and Rent product - This is the Shariah-compliant alternative to a conventional repayment (capital & interest) mortgage. Over the agreed finance term, you make a monthly payment consisting of a rental payment (for use of our share of the property) and an acquisition payment (to increase your share in the property). With each acquisition payment, your share increases, and ours diminishes. The make-up of your monthly payment changes over time. As our share of the property gets smaller, so does the rental portion of your payment, so more and more of the monthly payment goes towards the acquisition of our share. When all the payments are made, the property will be transferred into your name.
• Rent Only product - This is the Shariah-compliant alternative to a conventional interest-only mortgage. Over the agreed finance term, you make monthly rental payments (for use of our share of the property), but no acquisition payments, so your share doesn’t go up just by making your monthly payments. You undertake to acquire our share of the property at the end of the finance term. If you have a rent-only product, it’s your responsibility to look after any financial arrangements that you expect will provide a lump sum big enough for you to buy our share at the end of the Purchase Plan. When our entire share is acquired, the property will be transferred into your name. Please note that the Rent Only finance option for Home Purchase Plans is currently unavailable to new customers.

With both types of products, you can sell the property at any time, just like you can with a conventional mortgage. When you sell, you only have to pay the original cost of the property contributed by the bank along with an account settlement fee, and the Early Redemption Charge if applicable to your Purchase Plan, less any acquisition payments you may have made. Any increase in the property value benefits you, not us; but, just like with a conventional mortgage, a decrease in value also affects you. For more information, please view our Home Purchase Plan video.

Get a Decision in Principle View our products Our Home Purchase Plan video

Yes, we can consider applications for refinancing. Please speak to one of our advisers.

• Get a Decision in Principle
• Complete our online form
• Call us, Monday to Friday 9.00am – 5.00pm

We provide a full advice service for direct customers and we don’t charge fees for advice. We only advise on Gatehouse Bank products.

• Call us, Monday to Friday 9.00am – 5.00pm
• Complete our online form

We can provide a Decision in Principle which shows how much finance the Bank would be willing to provide in principle, based on how much finance you’re looking for and how much you are willing to contribute to the purchase.

Get a Decision in Principle

Find out how much finance we could provide in around 10 minutes by completing an online Decision in Principle. We will provide you a personalised indication without impacting your credit score. Get a Decision in Principle

It depends on the amount of finance you have and how long it takes you to purchase our share. Our advisers can discuss the cost in more detail, or your can get an idea for yourself with our handy online calculator.

Calculator: How much will it cost me?

Yes, we can consider your application if you have at least two year’s accounts, subject to affordability. Get a Decision in Principle

Our minimum and maximum amounts of finance available for both UK and non-UK residents can be found here, along with other key eligibility criteria.

Our Home Purchase Plans

The minimum property value for our Home Purchase Plans for both UK and non-UK residents may vary by the product chosen, details of which can be found here.

Our Home Purchase Plan products

A rent-only product is a Shariah-compliant alternative to a conventional interest-only mortgage. An acquisition and rent product is a Shariah-compliant alternative to a conventional repayment (capital & interest) mortgage.

Products are available to UK residents, UK Expats and International residents looking to purchase or refinance residential property across England or Wales. We also offer Green Home Finance products which carry discounted rates and are only available for properties with a valid Energy Performance Certificate (EPC) rating of A or B – for more information please click here.

All finance terms and fixed rate periods begin on the Completion date of your home finance and end on the last day of the calendar month in which the finance term/fixed rate period expires. An example of this would be as follows: A 2 year fixed rate period of a home finance product that Completes on 21 September 2024 would end on 30 September 2026 and if it has a finance term of 25 years, it will end on 30 September 2049.

FTV or finance to value is the amount of finance expressed as a percentage of property valuation. For example, if a finance product has a maximum FTV of 80%, that means we will contribute up to 80% of the property valuation, and you will need to contribute at least 20% as your deposit. The maximum FTV for each product is stated on the product pages. In conventional finance this might be referred to as LTV or Loan to Value.

Our Home Purchase Plan products

Sorry, we don’t currently offer finance for Right to Buy or Right to Acquire purchases.

We can consider certain types of ex-local authority properties. It is best to speak to one of our advisers in the first instance to check that the property type is acceptable.

• Complete our online form
• Call us, Monday to Friday 9.00am – 5.00pm

We advertise percentage rental rates so customers can compare our rates with those charged by other banks and building societies for similar products.

Please get in touch with the team to start your application

• Get a Decision in Principle
• Complete our online form
• Call us, Monday to Friday 9.00am – 5.00pm

• Simply complete our online Decision in Principle to give you and the seller / estate agent some comfort that you can obtain the finance required to purchase your dream property.
• You find a property you like and agree a price with the seller
• You call us to complete the full application and supply the supporting documents we ask for
• Once your application and your supporting documents are in order, there will be a property valuation that you will need to pay for in advance
• Once we have satisfactory property valuation, we make you an offer of finance
• We each instruct our solicitors, who work together to complete the conveyancing process
• Legal completion takes place, and then you can pick up keys to the property

It’s usually 2-4 weeks from the initial application to an Offer of finance being issued, as long as you send us the documents we need promptly, and we get an acceptable property valuation.

Then it’s usually another 12-16 weeks from receiving a signed Offer of finance to legal completion as long as all the right documents are submitted to the solicitors and satisfactory legal reports are received.

Our Tariff of Charges gives details of the charges payable in connection with finance applications and additional administration charges following completion.

Tariff of Charges

Because there are two buyers involved: you and the Bank. We have separate solicitors so that we are independently represented without conflicts of interest that could arise if the same solicitor acted for both parties.

No, we do not recommend any solicitor and are happy to work with a UK based solicitor of your choice. However, we do suggest you choose a solicitor with experience of conveyancing involving Shariah finance as the underlying documentation is different to a conventional mortgage. We can provide a list with all UK based solicitors with Shariah credentials. Please see this list here.

We have to obtain report on the value of the property you want to buy. We use a Standard Valuation Report for the sole purpose of assessing whether the property is adequate as security for the finance arrangement we’re proposing to enter into with you. It’s designed to give us the information we need to decide whether to finance the property.

It’s important to know that a Standard Valuation Report may not reveal defects in the property, and it’s important that you don’t rely on it in any way when deciding whether to go ahead with the purchase. We recommend you get a more detailed report, so you can decide if the property is suitable for you. There are two main types of more in-depth inspection - a Homebuyers Report and a Building Survey Report. You can learn more about them on the Money Helper government website.

Stamp duty may be applicable to your purchase. For more information, please refer to www.gov.uk/stamp-duty-land-tax/residential-property-rates

Yes, it’s a condition of the finance we provide that you have suitable buildings insurance in place.

Yes. You can buy us out sooner than agreed, but depending on the product chosen an Early Redemption Charge may be payable. Full details are set out in the product information. There is an account settlement fee, as set out in our Home Purchase Plan Tariff of Charges. For more information, please contact us or view our Home Purchase Plan video.

Our Home Purchase Plan video

You can sell the property at any time, just like you can with a conventional mortgage. When you sell, you will purchase the bank’s outstanding share at the original cost of the property contributed by the bank (less any acquisition payments you may have made), because we commit to selling our share of your property at a set price: the amount that we contributed at the start of the agreement. Please note that depending on the product chosen an Early Redemption Charge may be payable. For more information, please view our Home Purchase Plan video.

Our Home Purchase Plan video

No. Our products are designed so that any increase in value benefits you, not us. We commit to selling our share of your property at a set price: the amount that we contributed at the start of the agreement less any acquisition payments you may have made.

However, just like with a conventional mortgage, a decrease in value also affects you. This is because you have given us an undertaking to purchase our share at the original cost of the property contributed by the bank. For more information, please view our Home Purchase Plan video.

Our Home Purchase Plan video

Depending on the product chosen, it may be possible to make Additional Acquisition Payments (often known as ‘lump sum’ payments) during a Fixed Rental Rate Period of your product. If this facility is available, full details are set out in the product information. Outside a Fixed Rental Rate Period, you can make Additional Acquisition Payments at any time subject to a minimum payment of £2,000.

Please note that:

• When an Additional Acquisition Payments is made, if your account is on an Acquisition and Rent basis you will have the option to either:
  • reduce your monthly payment and keep the finance term the same, OR
  • reduce the outstanding finance term by keeping your monthly payment the same

• However, if your account is on a Rent Only basis your monthly payment will be reduced

• You will be advised of any new monthly payment amount after you have made the Additional Acquisition Payment

You will have a number of options available.

• You will be offered a product from the range available to new or existing customers
• You can revert to our Standard Variable Rate (SVR)
• You can refinance to another provider, although we hope that our service provided and products available will mean that you don’t feel the need to do this

Depending on the product chosen an Early Redemption Charge may be payable if you make Additional Acquisition Payments (often known as ‘lump sum’ payments) or redeem your Purchase Plan during a Fixed Rental Rate Period. Full details are set out in the product information.

We understand that circumstances can change for many different reasons, sometimes causing financial hardship. All we ask is that you talk to us as soon as possible if you find yourself in financial difficulty. Talking about payment problems early on often makes them easier to resolve. To help our customers, we have a dedicated page our website which can be found here.

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 please let us know. We will consider your personal needs and circumstances and find the best way to help. Further information and practical support can be found here.

You will have a number of options available:

• You will be offered a product from the range available to existing customers.
• You can move to a variable rate linked to your account.
• You can refinance to another provider, although we hope that our service provided and products available will mean that you don’t feel the need to do this.

We will contact you approximately three months before your product expires to advise you of the current products available, which will include full details of how to switch to another product.

You can redeem or settle your finance at any time but depending on the product chosen an Early Redemption Charge may be payable. Full details are set out in the Key Facts Illustration (KFI) document, which accompanied your Finance Offer document. An account settlement fee will be payable. Details of how much this is can be found in our home finance Tariff of Charges.

You will need to appoint your own solicitor to manage the redemption on your behalf. Whilst it is not a requirement for your appointed solicitor to have experience of Shariah finance, it is desirable due to the differences in structure from conventional property finance. Gatehouse Bank don’t recommend a particular firm, but we can provide a list of solicitors that we know are experienced in Home Finance conveyancing, which can be found here. The Bank will also appoint its own solicitor to deal with the redemption on their behalf. Both solicitors will deal with the legal requirement of transferring the title of the property from the Bank to you.

To start the process of redeeming or settling your finance account we will need:

• The source of the funds being used to redeem the finance account. For example, the sale of a property or if you are refinancing to another provider.
• The name, address and email address of your solicitors.
• The date you would like to redeem.

Following receipt of the above our solicitor will make contact with your appointed solicitor to ensure that all information for the redemption is received and documentation for outstanding Land Registry applications are submitted appropriately. At this point, the Banks solicitor will draft the initial transfer documents that will be released following successful redemption to transfer the title from the Bank’s name into yours. Please ensure you are in regular communication with your solicitors on this matter to prevent any delays.

For more information, please contact our Customer Services Team:

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

Depending on the product chosen an Early Redemption Charge may be payable if you make Additional Acquisition Payments (often known as ‘lump sum’ payments), switch products or redeem your Purchase Plan during a Fixed Rental Rate Period. Full details are set out in the Key Facts Illustration (KFI) document, which accompanied your Finance Offer document.

To request an account statement, please contact our Customer Services Team:

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

Please contact our Customer Services Team (details below) confirming the changes you would like to make. Please note, it is wise to allow a minimum of ten working days before your payment is due to ensure that the changes take effect for your next payment cycle.

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

Depending on the product chosen, it may be possible to make Additional Acquisition Payments (often known as ‘lump sum’ payments) during a Fixed Rental Rate Period of your product. If you are unsure if this facility is available to you, you can check your Key Facts Illustration (KFI) document, which accompanied your Finance Offer document.

If this facility is available, you will have the ability to pay up to 10% of your balance with no additional fees. Any payment that exceeds the 10% threshold can still be made, however, there may be additional charges payable. The full details are set out in the Key Facts Illustration (KFI) document, which accompanied your Finance Offer document. Outside a Fixed Rental Rate Period, you can make Additional Acquisition Payments at any time.

We will need to know the source of the funds being used to make the Additional Acquisition Payment before the payment is made. Unless otherwise stated, the payment must come from a UK Bank account held in the same name/s as the finance account. To make an Additional Acquisition Payment you can contact us either via email or telephone informing us that you would like to make an Additional Acquisition Payment. At this point we can tell you what your new monthly payment or finance term will be, to enable you to make an informed decision before you proceed.

Following receipt of all required information, payment can be made into our Bank account for allocation to your account.

Please note the following:

• Any Additional Acquisition Payment has a minimum amount of £2,000.
• If your account is on an Acquisition and Rent basis and you maek an Additional Acquisition Payment, you will have the option to either:

- reduce your monthly payment and keep the finance term the same, OR
- reduce the outstanding finance term by keeping your monthly payment the same.

• If your account is on a Rent Only basis, your monthly payment will be reduced.
• Unless stated otherwise, the payment must come from a UK Bank account in the name of the finance account holder.
• We will confirm in writing any new monthly payment amount or revised term once you have made the Additional Acquisition Payment.
• If you are looking to switch to a new fixed rate product, any Additional Acquisition Payment must be made before the account is switched to a new product.

For more information, please contact our Customer Services Team:

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

To update your email address or telephone number, please contact our Customer Service Team:

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

To update your correspondence address:

Please email gatehouse.servicing@gatehousebank.com from your registered email address along with a copy of a bank statement or utility bill (dated within the last 3 months) showing your new correspondence address.

To request key changes to your existing home finance agreement, including:

• Adding or removing an account holder.
• Changing the term.
• Changes to any company structure (e.g. directors have changed).

Please contact our Customer Services Team below to discuss the change you would like to make. We will assess your request and confirm the options available.

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

If you are thinking about making improvements to your property, please contact us to discuss.

It is important to note, when signing the finance agreement you agreed not to pull down, alter, add to or in any way interfere with the construction or arrangement of the property without the consent of Gatehouse Bank. We will consider any reasonable request provided that any requisite statutory or public authority consent has been obtained.

When you have finalised the proposed changes to your property, please email gatehouse.servicing@gatehousebank.com with details of the improvements you intend to make along with any requisite statutory or public authority consent you have obtained for the Bank’s consideration.

Questions we often get asked include:

• Can I rent out my property if my circumstances change?
• Can I move into my Buy-to-Let Property?

To request a change of use for your property, please contact us to discuss the change you would like to make. We will assess your request and confirm the options available. Please contact our Customer Services Team:

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

It is your responsibility to pay all outgoings including charges for electricity, gas, metered water (if applicable), drainage and telecommunications facilities supplied to your property (including any reconnection fees and standing charges).

In addition, it is your responsibility to pay all assessments, charges, outgoings, rates, and taxes, including Council Tax (or equivalent), Ground Rent, Service Charges and water rates (if any) assessed on your property or the occupation of your property.

You should update utility and management companies with your correspondence details so they can communicate with you directly.

You can sell the property at any time, just like you can with a conventional mortgage. When you sell, the amount required to purchase the property will be the same as the original amount the Bank contributed (less any acquisition payments you may have made). This amount will not increase if the value of the property has risen. Please note that depending on the product chosen an Early Redemption Charge may be payable.

For more information, please view our videos: Home Purchase Plan or Buy-to-Let.

We always strive to do our best, but in the event we fall short we have an established complaints procedure, details of which can be found on our website here.

We appreciate that losing a loved one can be a very difficult and distressing time for you and your family. Our staff are available to offer support and guidance. If you would like to talk to someone to help you through the steps you need to take, please contact our Customer Service Team:

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

Savings accounts with us work just like a conventional savings account, with one important difference - because we’re Shariah-compliant, we don’t pay interest. Instead, we invest your funds to earn you a profit.

Neither payment nor receipt of interest is permitted under the Shariah principle that money shouldn’t be generated from money. It’s also thought that money shouldn’t be left idle but put to good use through trade consistent with Shariah principles. So, we put your savings to work to earn a profit. To date, we have always generated and paid our customers the expected profit rate. For more information, please view our Savings video.

Our Savings video

The expected profit rate is what we expect to deliver to you from investing your funds. It’s the profit we share with you from the returns generated. We monitor your account daily to make sure it’s achieved. To date, we have always generated and paid our customers the expected profit rate stated when they opened their account. For more information, please view our Savings video.

Our Savings video

If we don’t think the expected profit rate will be achieved, we’ll get in touch to tell you of the new expected rate. You then have the option of keeping your account with us at the new rate or withdrawing your original deposit along with the profit earned so far. So far, we’ve not had to do this. We have always generated and paid our customers the expected profit rate.

To comply with Shariah principles, we don’t make investments involving excessive uncertainty, gambling or speculation - criteria that many responsible investors adopt regardless of religious convictions.

Our Shariah-compliant status also means that deposits and investments we receive are never used to support non-compliant activities or sectors: this includes alcohol, tobacco, pork and non-halal meat production, gambling, adult entertainment, and arms.

Examples of eligible investments include construction projects, certain real estate investments and sukuk (sometimes known as Islamic bonds). For more information, please view our Savings video.

Our Savings video

Fixed Term Deposits

With fixed term deposits, you can’t withdraw funds before the end of the product term (its maturity) other than in exceptional circumstances. These are detailed in the products terms and conditions.

Notice Accounts

With notice accounts, you can withdraw funds but must tell us in advance. For a 95-day notice account, for example, you need to notify us 95 days before you want the money.

Cash ISAs

You can withdraw money from your ISA, for this or previous years, but with fixed term accounts, withdrawals within the term are subject to a reduction in profits.

Easy Access Accounts

You have access to your online account 24/7 and can easily withdraw all or part of your funds to your nominated account.

Regular Saver Account

Withdrawals are not allowed during the fixed period of your account. At the end of the fixed period, your money, and the profit you earn will be transferred to an Easy Access account.

Your eligible deposits held by a UK establishment of Gatehouse Bank are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit guarantee scheme. Any deposits you hold above the limit are unlikely to be covered.

For further information about the compensation provided by the FSCS (including the amounts covered and eligibility to claim) please call us on 0345 600 3350 or click here to access our FSCS Information Sheet.

For information from the FSCS, please refer to the FSCS Website or call the FSCS on 0800 678 1100. Click here to access the guide for how the FSCS protects your money.

Please note only compensation related queries should be directed to the FSCS.

No. All profit is paid gross, without any tax being deducted.

Yes, we plant a tree on behalf of our customers for every Woodland Saver Fixed Term Deposit or Fixed Term Cash ISA account opened and funded, or renewed, at no cost to the customer. Find out more about how you can help grow UK woodlands as you grow your savings here.

Woodland Saver Accounts

As a Shariah-compliant bank, we invest our customers’ deposits in a portfolio of assets that comply with Shariah principles, to generate the expected profit rate for the account holders.

We have an obligation as a trustee; we’re accountable to depositors under Islamic principles of finance for any negligence.

The eligibility criteria are simple. You need to be a UK resident, aged 18 or older, and holding a current account with a UK bank or building society. For more information and for full details on eligibility criteria for specific products, please view our specific product terms and conditions, and our Savings video.

Our Savings video

All you need is the sort code and account number of your existing UK bank or building society account, as well as your email address and mobile number. To start your application, choose a product on our Savings page, click the "Apply now" button and follow the instructions. Please note, our savings accounts can't be opened via our Savings App at the moment.

Our Savings accounts

You can transfer funds from an existing ISA by applying online. You will be asked to provide details of your current ISA provider.

If you request a transfer of the current year’s ISA subscriptions, the total current ISA subscription amount must be transferred.

You can also transfer funds from an existing ISA after your account is opened with us. Simply complete the Cash ISA Transfer Form, available to download from the Useful Docs section of our website.

Your nominated account is the UK bank or building society account you use to fund your Gatehouse savings account. Your nominated account must be with a UK bank or building society. We’ll ask you for your nominated account details when you open your savings account with us. Deposits can only be made from your nominated account.

We will conduct a Confirmation of Payee (CoP) check to ensure that the nominated account belongs to you. To read more about CoP, click here.

You can open more than one account for most of our products. Please refer to the specific product terms and conditions for full details.

Remember, your eligible deposits held by a UK establishment of Gatehouse Bank are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit guarantee scheme. Any deposits you hold above the limit are unlikely to be covered. For more information please visit http://www.fscs.org.uk/

With the exception of our Cash ISAs and our Regular Saver account, yes, each account can have up to two account holders. We work on the assumption that you both have equal share of the money in the account and are jointly responsible for the account. We will usually act on instructions from either one of you, without checking with the other, unless you tell us about a dispute over the account. If you do, you’ll only be able to operate the account by post and we will require signatures from both account holders.

If there is a dispute, please contact us by phone or in writing.

As with all UK savings accounts, we check your identity and address before you open an account. To make this as easy as possible, we do this by checking electronic databases. This includes a Confirmation of Payee (CoP) check. Sometimes we may need to ask you to send identification by post. If so, we’ll tell you before we open your account.

Confirmation of Payee (CoP) is an account name-checking service that helps you to ensure that your money is being sent to the correct account.

These checks are designed to help stop payments going to the wrong account by spotting possible mistakes and adding extra security steps to help prevent fraud.

To read more about CoP, click here.

To help protect you when linking your new Savings account to your nominated bank account, we carry out a CoP check to make sure your name matches the account details you provide.

We will conduct CoP checks at the point that you link your nominated account to your Savings account, and if you make a change to your nominated account.

Checks are conducted using your name, account number, secondary reference data (SRD) and account type against the nominated bank’s records. There are 4 matching scenarios; Match, Close Match, No Match and Account Not Found. If your account does not match, we may request additional documentation from you to verify that the nominated account belongs to you. When setting up the new payee to fund your account, this should be selected as a Personal account.

To read more about CoP, click here.

All our savings accounts have a 14-calendar day cooling off period from the day the account is funded. If you change your mind within this time, please write to us to cancel your account. No notice period or charges will apply.

For POA on new and existing accounts, please call us on (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183 to ask for an application form. Complete and send it to us with your proof of power of attorney and any other supporting documents we’ve asked for. You will also need to download or ask for a copy of our terms and conditions and the Summary Box information for the product and keep these for your records.

Where there is more than one attorney named, we can only accept attorneys appointed ‘jointly and severally’. This allows either attorney to make decisions independently.

Where attorneys are authorised to act ‘jointly’, instructions are needed from all attorneys who must agree on all decisions. We are unable to support this type of Power of Attorney.

The Power of Attorney will specify whether individual attorneys have the power to act ‘jointly’ or ‘jointly and severally’.

If the Power of Attorney document requires attorneys to act ‘Jointly’, please contact us on (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183 for further information.

As long as you send us your deposit by bank transfer or cheque within 30 days of applying for the account, we’ll apply the profit rate shown on our website at the time you applied (or a higher rate if we have increased it).

If we don’t receive your deposit as cleared funds within 30 days of your application, we won’t open the account, and you’ll need to re-apply.

Once you have successfully completed your online application we’ll send you an email confirming you’ve passed our online checks and explaining how to pay money into your account. We’ll also send you those instructions in the post.

Your account is officially open once we receive your cleared funds. We’ll use this date to calculate your profit payments; for a Fixed Term account, it’s maturity date and for a Regular Saver account, it’s at the end of the 12 month fixed term, on the account opening anniversary.

Once open, you can manage your account online 24/7 or by using our Savings App. To find out more and to download our Savings App, click here.

You can email us on info@gatehousebanksavings.com, call us on (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183, or write to us at Gatehouse Bank, PO Box 861, Wallsend, NE28 5BP.

You can view your Savings account information at any time, by logging on here with your user ID and password, or with our Savings App, available from the Apple and Google Play stores.

Savings Log In Download Savings App

You can fund your new account by bank transfer from your nominated account or sending us a UK bank or building society cheque.

If we don’t receive your initial deposit as cleared funds within 30 days of your application, the account will not be opened, and you will need to re-apply.

If you make a deposit before 1pm on a working day, funds will show on your account by close of business the same day. Deposits after 1pm, will show by close of business the following day.

Deposits you send to your Gatehouse bank account may be rejected if your bank has recently changed the sort code and account number associated with your nominated account. If so, please log in to your account and update your nominated account details.

You can make deposits into your Gatehouse Bank savings account by electronic transfer from your nominated account, by entering the following details:

• Your Full Name: (first name and last name)
• Our Account Number: 93511057
• Our Sort Code: 20-32-53
• Reference: Your Account Number (this is the seven-digit number plus the three letters on the end)

Please ensure that you correctly quote the reference when you make a payment.

Fixed Term Deposits (including Fixed Term Cash ISAs)

For Fixed Term Deposits, if you make your initial deposit by bank transfer, you can send it in instalments as long as we receive the full deposit within 30 days of your application.

If your initial deposit is by cheque, we can’t accept instalments, and it must be the full amount. We cannot accept a combination of cheque and bank transfer.

Once we have received the initial deposit (either as a single payment or in instalments) you can’t make any more deposits for the term of the account.

Notice and Easy Access Accounts (including Easy Access Cash ISA)

For Notice and Easy Access Accounts, you can make extra deposits at any time.

Regular Saver Account

For a Regular Saver account, you should deposit funds into your account before the 25th of each calendar month, to ensure funds are received before the end of the calendar month. You can make multiple deposits into the account per month, up to the maximum monthly allowance of £300. If the deposit received is more than the monthly allowance, then the whole deposit amount will be rejected.

You don’t have to make a deposit each calendar month. If you miss a month, or don’t pay in the maximum allowed, you can’t carry over the unused amount and catch up in future months.

No, but you can view your account balance and transactions at any time by logging in to your account online 24/7 or using our Savings App. You will receive a closing statement for your account, and if you want a paper copy, please write to us to request one.

Shortly after 6th April each year, you will be able to view and print a Section 975 (S975) tax certificate. If you’d like a paper copy instead, please write to us to request one. If you request a paper copy, we’ll send one every year, and you won’t be able to download or print it online.

You can reset your password by following the ‘Forgotten your password’ link on our log in page. You can also call us on (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183, Monday to Friday 9.00am – 5.00pm UK time.

Savings Log In

Yes. You can change your nominated account to another UK bank or building society account at any time, by logging into your online account, but not using our Savings App.

Log into your savings account here and go to 'Change Details'.

You can also have your profit paid into a separate account. You can view or change this in the ‘My Accounts’ section. Changing the nominated account will not change the destination of your profit, which must be updated separately. We will complete a Confirmation of Payee (CoP) check at the point that you change your nominated account to ensure that this belongs to you. To read more about CoP, click here.

Savings Log In

You can email us on info@gatehousebanksavings.com, call us on (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183, or write to us at Gatehouse Bank, PO Box 861, Wallsend, NE28 5BP.

You can update your email address, contact numbers and marketing preferences within our Savings App. To find out more or to download our Savings App, click here.

You can also change your personal details by logging into your account here and select 'Change Details'. Click on 'Personal Details', then select the option you need and follow the instructions.

IMPORTANT: Beware of any unusual or urgent requests to change personal details. Learn more here or contact us to check if the communication is legitimate.

Savings Log In Fraud Awareness

Fixed Term Deposits (including Fixed Term Cash ISAs)

We will contact you 25 days before your account is due to mature to let you know your maturity options. Once you’ve decided, you can tell us what you want to do by logging into your account and selecting your maturity option.

It’s simple to open a new fixed term account or withdraw your full deposit. If you don’t tell us what you want to do by your maturity date, we’ll transfer your deposit into an appropriate easy access account, where you can get to it any time you like.

Regular Saver Account

At the end of the 12 month fixed term, your money and any profit you earn will be transferred to an Easy Access account where the funds will be available to you.

You can email us on info@gatehousebanksavings.com, call us on (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183, or write to us at Gatehouse Bank, PO Box 861, Wallsend, NE28 5BP.

You can email us on info@gatehousebanksavings.com, call us on (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183, or write to us at Gatehouse Bank, PO Box 861, Wallsend, NE28 5BP.

To make a complaint about your savings account, please email us at info@gatehousebanksavings.com or call us on (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183, Monday to Friday, 9.00am – 5.00pm. You can also write to us at Gatehouse Bank, PO Box 861, Wallsend, NE28 5BP.

We will try to resolve your complaint as quickly and fairly as possible. Please see our complaints policy for more information. If you’re still unhappy, you can contact the Financial Ombudsman Service (FOS) at complaint.info@financial-ombudsman.org.uk.

Please get in touch immediately. Call us on (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183 Monday to Friday, 9.00am – 5.00pm, or alternatively email us on info@gatehousebanksavings.com

If you are not sure what to look out for when it comes to fraud, learn more on our dedicated page we have to keep our customers safe online.

Fraud Awareness

No. Gatehouse Bank is paying for the tree planting on behalf of our customers and this does not impact the expected profit rate on your savings account.

Trees planted through the Gatehouse Bank Woodland Saver tree planting scheme are located within four specific UK woodland creation projects, through our planting partner Forest Carbon. Trees are allocated to project sites according to environmental requirements. Therefore, you cannot request a specific woodland project for your tree.

Trees are from a range of woodland species including Oak, Hazel and Birch, specifically chosen for the habitat and environment where they are planted.

Yes. The trees planted in these new woodlands are expected to capture carbon dioxide over their lifetimes. These woodlands will be independently verified over the long term to establish how much carbon dioxide they are capturing. The projects are registered on the publicly available UK Land Carbon Registry. More information can be found in the Terms & Conditions.

All trees are planted by our partner Forest Carbon in line with the seasonal planting requirements of UK woodlands. Once planted, all growing trees and the carbon emissions they sequester are independently verified under the Woodland Carbon Code.

If you wish to see one of the woodland projects in action you can visit the Lowther Whale Project which is situated in the Lake District National Park and adjacent to public walkways. Please contact the team at Gatehouse Bank for more information.

We can guarantee your tree will be in one of the four specified UK woodland projects, but do not assign individual customer trees to specific locations.

Gatehouse Bank has entered into an agreement with woodland project developer Forest Carbon to plant a tree for every Woodland Saver account opened or renewed. All woodland projects are verified by the UK Government’s Woodland Carbon Code, which ensures the right trees are planted in the right place.

Yes. Our Woodland Saver tree planting scheme is certified by the UK Government Woodland Carbon Code, which gives assurance that each woodland scheme will deliver the benefits claimed, and that the woodland represents genuine new planting.

You can make deposits into your Gatehouse Bank savings account by electronic transfer from your nominated account, by entering the following details:

• Your Full Name: (first name and last name)
• Our Account Number: 93511057
• Our Sort Code: 20-32-53
• Reference: Your Account Number (this is the seven-digit number plus the three letters on the end)

Please ensure that you correctly quote the reference when you make a payment.

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 certified copy 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)

Our Savings App can be used by any customer with a Gatehouse Bank online savings account.

You can download at the relevant app store:

• Google Play Store (for Android devices)
• Apple App Store (for iOS devices)

Once you have downloaded and installed our Savings App, follow the instructions below to register and activate:

• Open the app and confirm that you’re an existing customer
• Enter your online services username and password
• Provide the requested characters from your security question
• Create and confirm your 6 digit app PIN
• Enable biometric login (if supported on your device)
• Review and agree to the terms & conditions
• You can then access the app and view your savings account(s)

Our Savings App is available on Apple iPhone or Android smartphones or tablets operating on the latest versions.

To find out which mobile operating system your smartphone is running, please follow the instructions below (this may differ slightly from device to device depending on the version you’re running):

• Apple iPhone: Select settings > ‘General-About-Version (iPhone)’ or ‘Settings-About-Phone Software’ information
• Android: Select ‘Settings-About-Phone Software’ information

Please note: The app will not work on older devices that are unable to upgrade to these operating systems.

Our Savings App may be downloaded and used on Apple iPads running iOS 15 (or above) and Android tablets Version 11 (or above), however it will be an up-scaled version of the mobile app.

To enlarge the screen on an iPad, open the app and tap on the icon in the bottom right hand corner.

The app will automatically enlarge to fill the screen on an Android tablet.

No. For security reasons, only one registered customer can access the app on a single device.

Biometrics are biological measurements - or physical characteristics - that can be used to identify individuals, such as facial recognition or fingerprint scanning.

Biometrics are available on various devices to allow you to easily log in to your app. The type of biometrics available depends on your device.

We do not currently offer this feature, but this may change over time as we develop our Savings App further and release more features and updates.

To continue to use our Savings App, you’ll need to use the latest version of the app. Please visit the relevant app store, depending on the device you use, to update to the latest version.

We are constantly adding new features and improvements to our Savings App and we deliver these to you via app updates.

To ensure that you have the best experience in using our Savings App, you will always need to use the latest version of the app, available from the relevant app store.

If you can’t find the latest version of our Savings App within the relevant app store, this means your mobile device will not allow the latest version to be downloaded. However, you can continue to access your account via our website.

If you’re upgrading your device, you will need to re-register via our Savings App once you’ve downloaded it from the relevant app store onto your new device.

Security is paramount to our services. Access to our Savings App is via biometric touch / face login or PIN entry. Your login method is uniquely linked to the mobile app on your device. This means only your login works on your app.

We regularly test, update and validate our security to ensure we maintain a high grade of protection. We also use recognised and independent security experts to validate the security of our app.

It is important that only you know your account password. You cannot update this password via the app so please contact us by telephone to reset your password, or request a reset via our website. Our number is (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183 and we are open Monday to Friday, 9am-5pm.

Fraud Awareness

Please contact us directly via telephone to discuss your concerns. Our number is (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183 and we are open Monday to Friday, 9am-5pm.

If you are not sure what to look out for when it comes to fraud, learn more on our dedicated page we have to keep our customers safe online.

Fraud Awareness

You can’t change your account password via our Savings App, however you can change your password by logging in to your online account. Alternatively, you can call us to reset your password. Our number is (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183 and we are open Monday to Friday, 9am-5pm

You can call us to reset your password, or request a reset via our website. Our number is (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183 and we are open Monday to Friday, 9am-5pm.

Your fingerprint and / or facial ID can be changed and updated within your device’s settings and permissions.

You can change your PIN by accessing the profile menu within the app, then select ‘Change PIN’.

You can change your biometric functionality by accessing the Settings menu within our Savings App, then select ‘Biometric Settings’.

Once logged into our Savings App, your savings account balances will display on the main Account Summary screen.

Yes, you can move funds to your nominated account by using the ‘Transfer’ button within our Savings App and selecting ‘Linked Account’.

Yes, you may transfer money to any online account held with us, where the terms of the account allow this. Select the account from the list of accounts held within the ‘Transfer’ option.

To pay money into your savings account, click on the ‘Pay In’ button and follow the instructions in our Savings App, which will guide you through the steps to do this.

Setting up savings goals isn’t something you’re able to do at the moment within our Savings App. However we’re developing future functionality to support this and other features which we hope to release in the near future.

You can click on any of your accounts to display a list of transactions and details.

No, however you can scroll through your transactions and view further details on each item displayed. This may change over time as we develop our Savings App further and release more features and updates.

Yes, you can set up future payments from Easy Access accounts by using the ‘Transfer’ button within our Savings App and selecting a future date. You can cancel any future payments within the Statements screen and selecting ‘Pending Transactions’.

Your use of our Savings App is free of charge. However, your internet or service provider may charge for using data on your smartphone or tablet device.

Yes, you can update your email address, contact numbers and Marketing Preferences in our Savings App.

You can also view your name and address details. If these need changing you can update your address details within online banking and call us on a name change.

You can call us on (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183, Monday to Friday, 9am-5pm.

Managing your nominated account isn’t something you’re able to do at the moment within our Savings App. However, we’re developing future functionality to support this and other features which we hope to release in the near future.

Adding or removing account holders isn’t something you’re able to do at the moment within our Savings App. However, we’re developing future functionality to support this and other features which we hope to release in the near future.

You can contact us via the FAQ & Help section within our Savings App or via your secure messages through your online account. You can also call us on (within UK) 0345 600 3350 or (outside UK) +44 191 622 1183, Monday to Friday, 9am-5pm.

Our Savings App has been designed and developed to be compatible with screen reader user preference settings.

Our Savings App has been designed and developed to support large text user preference settings.

Secure messaging isn’t currently supported within our Savings App. However, we’re developing future functionality to support this and other features which we hope to release in the near future.

Web and video chat isn’t currently supported within our Savings App. However, we’re developing future functionality to support this and other features which we hope to release in the near future.

Where the terms of your savings account allow this, you would need to make a total withdrawal of the balance of your account - in doing so, this will cause your account to be closed.

We will contact you approximately 4 months before your current product expires. If you want to switch to a new product, you can move to a new rate straight away or wait until the current product ends.

If you are on a fixed rate, you can switch to a new product up to 4 months before your current product expires and we will waive any applicable Early Redemption Charge (ERC).

If you’re currently on a variable rate you can switch any time, with your new product starting from the 1^st of the next month.

You can make an additional acquisition payment (AAP) (subject to a minimum of £2,000) up to 4 months before the end of your fixed rate product, free of any Early Redemption Charges (ERC) if you’re moving onto a new fixed-term product with us. If you’re on a variable rate, you can make an AAP at any time, free of ERCs.

Once on a new fixed rate, you can pay up to 10% (subject to minimum payment of £2,000) of the outstanding finance balance in each anniversary year without incurring any charge. Any AAP made in excess of 10% of the outstanding finance in each anniversary year will be subject to an Early Redemption Charge. An AAP made will be deducted from the outstanding finance amount. Any AAP limits not used during the anniversary year can’t be carried over to a subsequent anniversary year. Full details of Early Redemption Charges can be found in your Key Facts Illustration.

If you want to take out additional finance or make material changes to your existing finance with us, we might be able to consider a refinance application. You’ll need to contact us to discuss your requirements and circumstances with one of our advisers:

UK: 08000 353 050

International: +44 20 7070 6080

Alternatively, you can contact a broker or financial adviser for advice.

We may charge a fee depending on the product chosen, which will need to be paid upfront at the time you switch the product. Any fees associated with a product switch can be found in the Key Facts Illustration.

An Early Redemption Charge (ERC) may be payable if you redeem your purchase plan during a fixed rental rate period.

Details of any ERCs that may apply will be shown in the Key Facts Illustration.

We will email you telling you when the switch will take effect and to confirm your new monthly payment.

If you pay by direct debit, you do not need to do anything and we will adjust the monthly payment collected from your bank account.

If you pay by any other means than direct debit, please ensure that you adjust the monthly payment made to us.

Your payment method will not change unless we’re instructed by a registered account holder.

We would encourage you to let us take the administration of payment, by opting for a direct debit. Please contact us and we will be happy to arrange this for you.

It’s important to consider all your options before choosing a new product. Once your new product begins, we are unable to accommodate changes to the chosen product.

We’ll send you a link to our portal approximately 4 months before your product expires. It will take about 10-15 minutes to complete, and you’ll need your 9-digit account number and a payment card with you to pay any applicable product fee, as well as the permission to make the switch from any other parties to the purchase plan.

A rent-only product is a Shariah-compliant alternative to a conventional interest-only mortgage. An acquisition and rent product is a Shariah-compliant alternative to a conventional repayment (capital & interest) mortgage.

If you have a home purchase plan, we can arrange for you to speak to one of our qualified advisers who can provide advice on the most suitable product.

UK: 08000 353 050

International: +44 20 7070 6080

Alternatively, you can speak to your broker or independent financial adviser.

If you have Buy-to-Let finance, we cannot offer advice on your product switch therefore you should speak to a broker or independent financial adviser for assistance.

You should use the 9-digit account number in the correspondence regarding the product switch or in any recent correspondence you may have received from us.

This could be for several reasons, but the most likely reason is that your current product is not due to expire within the next 4 months.

You can still switch to a new product earlier than this; however, this can’t be handled by our portal and early redemption charges may apply. Please contact our Customer Service team for more information.

A physical re-valuation of your property isn’t undertaken, but we do receive updates of the estimated property value using an automated valuation model. In relation to your product switch, this data is used to calculate which of our finance-to-value (FTV) bandings the property falls into.

If you feel that the valuation is incorrect, you can contact our Customer Service team and we can arrange for an independent RICS valuation to be conducted for a fee.

We offer green home finance products which carry discounted rates and are only available for properties with a valid energy performance certificate (EPC) rating of A or B – for more information, click here.

If you have made improvements to your property since the last time the certificate was obtained you can request for a new assessment to take place and contact us to update your records once this has been completed. Further information regarding your EPC can be found at https://www.gov.uk/find-energy-certificate

This refers to the length of time that the fixed rental rate and monthly payment will remain constant before your outstanding finance rolls onto a variable rate.

Your new fixed-term product can’t be completed unless any applicable fees are paid first. Please have your chosen payment card to hand, as fee payments will be taken through your online journey.

As of October 2024, all our new products start at the beginning of the month.

We will honour your existing rate until the end of the month before your new product begins if:

• Your existing rate ends mid-month.
• Your existing rate is lower than the follow-on variable rate.
• You have completed your product switch and paid any applicable fees before the end of your existing fixed-rate maturity date.

Impersonation fraud and Phishing fraud is an attempt by a fraudster to convince you they are a trusted organisation (this could be claiming to be Gatehouse Bank, HMRC, law enforcement, a friend or family member etc). The fraudster tries to gain your trust in order to convince you to carry out a particular action. This can include:

• Sharing information such as your personal information, security details and passwords or bank account details. This can fall under Phishing, Vishing, Smishing
• Make a payment/bank transfer for a fictitious reason (i.e. outstanding payment/bill)

Phishing: Sending of emails or other messages posing to be from trusted organisation to convince a person to divulge amongst other things, personal, security and account information.

Vishing: Also known as Voice phishing, where phone calls or voice messages are used to convince a person to divulge information.

Smishing: Similarly, this is where text messages are used to convince a person to divulge information.

Examples of this type of fraud include:

• Claiming to be your Bank requesting an urgent payment to an unfamiliar bank account (this also falls under Authorised push payment fraud)
• Claiming to be a familiar organisation advising that your direct debit has failed and they require you to update your bank details.
• An unexpected email from HMRC advising you that you need to make an urgent unpaid tax payment. The email address where the email has come would not be affiliated with HMRC and there may be a website link in the email which takes you to a fictitious HMRC website.
• Social media messages from someone who seems to be a friend or family member requesting you to urgently send them money due to debt, becoming unemployed, being stuck aboard etc. Here the contact is made from a fake social media account impersonating a friend or family member or the actual friend or family members social media account could have been hacked.

Examples of common fraud tactics include:

• Impersonating your bank to request urgent payments to unfamiliar accounts (Authorised Push Payment fraud).
• Pretending to be a known organisation claiming your direct debit failed and asking for updated bank details.
• Fake emails from HMRC demanding urgent tax payments, often from unofficial email addresses and linking to fraudulent websites.
• Social media messages from accounts posing as friends or family, urgently requesting money due to emergencies like debt or being stranded abroad

Signs of possible Impersonation and Phishing fraud

• The contact seems extremely urgent and can come across as pressurising including placing emphasis on your money being at risk if you do not follow the instructions given.
• The email address, telephone number, website, or social media account is not familiar or slightly different to what you recall.

How can you protect yourself?

• Stop and think, does this seem genuine?
• Avoid disclosing any information.
• Do not click any website links provided
• Contact the apparent trusted party/organisation via contact details which you a familiar with to verify authenticity.

Identity theft is where a fraudster illegitimately attains sufficient personal information i.e. name, date of birth, address, employment, bank account information etc to use to commit fraud. Means to acquire this information can include physical theft of data, documents, hacking or phishing. This information is then often used to commit fraud for financial gain such as to:

• Make credit applications.
• Obtain credit cards and purchase high value items.
• Opening bank accounts to move criminal funds
• Attain mobile phone contracts.

How can you protect yourself?

• If you are not sure, then do not disclose any personal/sensitive information online.
• Be cautious when providing personal information to third parties particularly to when receiving unsolicited phone calls, emails, and visits to your home (e.g. door to door salespeople).
• Do not write down your passwords and security information and do not disclose these to others.
• Keep personal belongings such as mobile phones, laptops, diary, paperwork/documents out of sight when you are out and about.
• If you believe your personal details have been compromised, contact your Bank, Action Fraud and consider adding your details to the Cifas Protective Registration scheme.

Remote access fraud often involves a fraudster contacting you online (i.e. chat, pop up message), email or by phone claiming to be from your Bank, IT Security company or your Internet provider advising you to give them remote access to your computer, tablet or phone device.

The fictious reasons they give for this include your device or online banking has been hacked, has a virus or security breach and in order to resolve the issue they need access to your device.

The fraudster instructs you to click a link or go to a particular website. This can include downloading software which is posed as an anti-virus or security software but is in fact a means for the fraudster to gain access to your device. Once a fraudster gains remote access of your device they can:

• Access your online bank account and withdraw funds.
• Steal your personal and sensitive information.
• Hack your email accounts and social media.

How can you protect yourself?

• Do not allow unsolicited third parties to gain access to your devices.
• Never download any software from unknown sources.
• Be aware of scare tactics used by fraudsters to pressurise you to give them device access e.g. suggestions that all the funds in your bank account will be lost if you do not quickly give them remote access.
• Never feel obliged to agree to any requests.
• Only install software or grant remote access to your device if you’re asked by someone you know and trust, such as a friend or family member.

A Money mule is an individual who receives illicit funds into their bank account from a criminal to move these funds through the banking system in return for a monetary gain. The goal for the criminal is to protect themselves from being affiliated with the criminal funds in the event of law enforcement intervention. Often the person receiving these funds (the mule) is unaware that these are criminal funds and believe the receipt of the funds is part of a legitimate source of employment/income. Factors which could suggest possible Money Mule fraud include:

• Fictitious job adverts via social media presenting ‘easy money’ schemes, ‘money making side hustles’, payment processing.
• Opportunity to make large sums of income with only a few hours of work.
• A high level of ambiguity on the origin of the funds.
• No clear objective on the purpose of the apparent job role.
• The need for your personal account to used as part of performing the job.
• The need to open a bank account and give the ‘employer’ access to the account.

How can you protect yourself?

• If it is too good to be true, then it probably is.
• Stop and think, does the apparent salary/wage seem unrealistic?
• Stop and think, a genuine employers/business would not require you to use your personal bank account to move funds.
• Research the apparent employer before providing personal and bank account details.
• Do not give other parties access to your bank accounts.

As the development and use of AI continues to grow so does the sophistication of the fraud. Latest trends have seen Fraudsters using AI to produce fictitious correspondence including emails, videos, websites and clone voices. This is also known as ‘Deepfakes.’ Examples of AI being used for fraud includes:

• Receiving convincing emails from the Bank or others that you have dealings with making requests to divulge personal and sensitive information.
• Phone calls which seem to be from known parties making usually urgent requests e.g. Bank staff member requesting you to urgently transfer funds to a particular account as your make account has been compromised.
• Fictitious videos on social media of known individuals introducing apparent investment opportunities, exclusive offers, discount rates etc with links to fake websites.

How can you protect yourself?

• Stop and think when receiving unsolicited contact, particularly when they entail unusual requests.
• Contact the apparent organisation directly by contact details you already have to verify the request being made.
• Check if the email address, number or website are the genuine details for the apparent organisation.

Redemption means buying out our share of the property by paying off the remaining finance. This could be done by selling the property, refinancing with another lender or using your own money.

A redemption statement shows exactly how much you need to pay to buy out our share and it includes all outstanding amounts.

You'll need a solicitor because we need to transfer the registered title of the property to you. Here's why this matters:

Right now, we hold the registered title of the property but you and we jointly have the beneficial ownership- that's how these finance plans work. When you buy out our share, we need to transfer the property’s registered title to you so you become the full legal and beneficial owner.

This is different from a regular mortgage, where the lender just removes their charge on the property. In our case, we're transferring the registered title from us to you.

A solicitor makes sure this happens properly. They'll handle all the paperwork, manage the money transfer, and make sure your title gets registered correctly with the Land Registry. It's all about protecting your legal rights.

Unfortunately, we can't reduce or waive the Early Redemption Charge if it applies to your plan. This charge is built into the terms of your agreement, so you'll need to pay the full amount.

We can't provide a redemption statement that far ahead because the amount you owe changes over time. Your monthly payments and profit rate might change, which affects your final balance.

When we give you a redemption statement, it's accurate and valid for the date stated on the letter only. For anything further ahead, just give us a call on 08000 353 253 closer to when you want to redeem your home purchase plan – we're happy to give you an estimated figure based on your current payments and rental rate.

Your redemption figure includes:

• The remaining balance on your home finance purchase plan
• Daily rent charges up to your redemption date
• An Early Redemption Charge (if one applies to your plan)
• A £400 settlement fee

To cover legal and administration costs associated with processing the Redemption

This depends on how you're planning to pay off your redemption balance. Redemption request form will show you exactly what documents we need based on your specific situation.

If we need any additional documents during the process, we'll let you know straight away.

Once we've instructed our solicitors and you've instructed yours, here's the step-by-step process:

1. Forms are exchanged - Our solicitors will send the required transfer forms to your solicitors to complete and send back.
2. Documents get prepared - Once our solicitors receive the completed forms, they'll prepare all the necessary documents for the transfer. They'll send one copy to us to sign and another copy to your solicitors for you to sign.
3. We sign and provide an undertaking - After we sign our copy, our solicitors will give your solicitors a written promise (called an undertaking). This confirms they'll send the signed documents once your finance is redeemed. Your solicitors can then arrange to transfer the title, as long as everything else is ready on their end.
4. Money and documents are exchanged - When the redemption completes, your solicitors will send us the repayment money. We'll confirm this with our solicitors, and they'll immediately send the signed documents to your solicitors.

The Land Registry usually takes between 12 months and 2 years to update their official records to show you as the legal owner. We know that sounds like a long time, but don't worry - your legal ownership is protected from the date your solicitor submits the application to the Land Registry, even if the paperwork isn't fully processed yet.

Yes, in some situations you can ask the Land Registry to prioritise your application. This is usually possible if you're selling, remortgaging, or if the delay is causing you legal, financial, or personal difficulties.

To request priority processing, your solicitor will need to provide evidence such as:

• A copy of your sale or purchase contract
• A mortgage offer letter showing when it expires
• Confirmation that another transaction depends on this registration being completed
• An explanation of any financial or personal problems the delay is causing

Once the Land Registry accepts a priority request, they typically aim to process your application within 2 weeks. However, it might take a bit longer if your solicitors need to answer any questions from the Land Registry.

If you want to do this, you should speak to your solicitors.