The following questions and answers should help you use your online Newcastle Building Society Savings account. Simply click on a question to learn more.
Services for accounts operated by phone or post may differ. For information on this type of account, please contact us.
Logging on the for the first time
How will I know that my account has been opened?
Once your account has been opened you will receive a letter confirming your account number and your User ID code.
How do I log on for the first time?
You will only be able to log in for the first time once you have received your User ID. This will be sent to you once your account has been opened.
Once you have received this information simply enter the details in the appropriate places on the Log In Screen and click 'Login'.
- You will then be required to provide 3 random characters from one of your memorable details that you have submitted at application stage.
- If you are still experiencing problems please visit the section entitled 'Technical Assistance'.
If after consulting the Technical Assistance section you are still experiencing problems please e-mail us using our enquiry form or call us on 0345 734 4345 (Monday to Friday 8am - 6pm)
Why am I asked to change my password when I log in for the first time?
Once your account has been opened you will be allocated a unique ID by Newcastle Building Society. For security reasons the first time you log in to your account you will be prompted to change your password. This process ensures that the account holder is the only person who actually knows what the password is and is therefore the only person authorised to access the account.
Please note our staff do not have access to your security information.
Why must I enter memorable details?
In order for you to be able to operate your account you must submit your Memorable Details to us when you apply for your account or when you first log in.
Can I access my account at weekends and bank holidays?
Yes, providing your Internet connection is working, your account is available 24 hours a day, 365 days a year. However if you make any transactions at the weekend or bank holidays they will not be processed until the next working day.
Making Investments & Withdrawals
Why do I need a nominated account?
You need a nominated account in order to be able to transfer money from your Newcastle account. This account must accept all forms of electronic payment, i.e. Faster Payment and BACS. You may want to check with your bank/building society that your account will accept these types of payments.
When you apply to open a Savings account you will be asked to nominate one account. The nominated account must be provided by a UK bank and must be held in your name.
Finally, if you apply to open a joint Savings account you will be asked to confirm whether the first and/or second account holders are signatories on the nominated account. For example; if the first account holder is the only signatory on the nominated accounts, the second holder will not be permitted to transfer money to or from this nominated account.
How do I set up a new nominated account or change an existing nominated account?
You can nominate only one account held in your name. You can do this by logging into your account and selecting Personal Details and then Change Nominated Account.
We will not accept nominated bank accounts in the name of third parties, businesses, sole traders, partnerships or limited companies. It must be a bank account in your name.
Please check to ensure that any bank/building society you choose to nominate will accept all forms of electronic payment, i.e. Faster Payment, CHAPS and BACS.
In order to set up a new nominated account or change an existing nominated account you must firstly login to your online savings account and select the option 'Change Details' followed by 'Personal Details'. You must then select the option to 'Change the Nominated account'. Complete this online form with full details of your nominated account and select the option to 'submit'.
Please allow 6 working days for the set up of a new nominated account, during this set up period you may continue to transact to the original nominated account.
How do I transfer money in and out of my Savings account?
Set up a nominated account (If not already set up as part of the application process)
Payments into your Savings account should be set up via your bank, payments can be made as one off electronic payments or by standing order for a regular payment of a set amount.
When transferring money into your Savings account you will start to earn interest on money transferred into your account from the day we receive the money. Once received, the money will be cleared and available for withdrawal. For a definition of Processed and Available Balance click here.
Withdrawals in excess of £250,000
As part of our fraud prevention measures should you require a withdrawal in excess of £250,000, you will need to contact us on 03457 344 345, as we may need to ask you additional security information in order to process your payment instruction. If the amount exceeds this daily limit you will be prompted by the online system to telephone us. Your payment will not be processed until you have contacted us to verify account security.
Please make sure that you correctly quote the beneficiary name and payment reference when you make a payment.
“Confirmation of Payee” has been introduced for electronic payments. This service checks the beneficiary name in the payment instruction against the name of the account where the payment is to be sent. If you bank with one of the providers who have implemented this service and the beneficiary name isn't completed correctly, your bank may not be able to confirm that the details match.
Providing you quote ‘Newcastle Building Society’ as the beneficiary (in the payee field) you should receive a match response from your bank informing you that the provider you are sending the money to matches your instruction.
Please ensure that the payment reference is also correct. If this is incorrect, we won't be able to allocate the payment to your account and it may be returned to you without interest.
How do I set up regular transfers?
See 'How do I transfer money into my Savings Account?' or 'How do I transfer money out of my Savings Account?' sections
How long will it take for money to reach my account?
Transfers In
We will credit your account with funds sent to us on the same day as we receive them into our bank account. This should be the same day as they leave your nominated account, but may depend on which institution your nominated account is held at.
Transfers Out
When transferring money out of your Savings account to your chosen nominated account it will depend on the transfer method.
For withdrawals made to a nominated account
All transfers to your nominated account are made electronically. This means that the money transferred should be in your personal bank account by the end of the working day following your transaction. Please note that requests received after 4pm will be deemed to have been received the following working day.
For withdrawals to another NBS Account
When transferring money out of your Newcastle Savings account into another Newcastle Building Society account the money will be transferred the same day, providing the transaction is made before 4.30pm. Otherwise the money will be transferred the next working day.
What happens when my account matures?
Some investment accounts have a fixed term. When the end of the term is approaching we will notify you and give you the option to transfer your funds out or move them to another Newcastle account.
How do I transfer money into my ISA from another ISA provider?
In order to transfer your ISA from another ISA provider to our management you will have to complete an ISA Transfer Form and return it to us. We will then request the ISA from your current provider who will transfer it to our management.
How do I transfer my ISA to another ISA provider?
In order to transfer money from your ISA to another ISA provider you will have to contact them and complete an ISA Transfer form. Your new provider will then forward the ISA transfer form to us and we will transfer the ISA to their management.
How do I close my savings account?
In order to close your Savings account you must log into your account and complete a transaction to transfer the amount equal to the available balance in your Savings account, to another account that you hold, or your nominated bank account.
- Click on 'Make a Transaction'
- Select the account that you are wishing to close/ transfer the balance out of
- Enter the total available balance you have in your account in the amount you wish to transfer box
- Ensure that 'Once' is selected in the box which asks how often you wish the transfer to take place
- Select the account you would like your money transferred to
- You will then be prompted with a page that warns you that your transaction is taking you below your minimum balance and informs you that you will be closing your account
- Click on 'Continue'. Closing interest is calculated and will be transferred with your money to your nominated account
- You will then be asked to confirm that you wish to proceed with closing your account.
What is BACS?
BACS (Bankers Automated Clearing Services) is an easy way of transferring money electronically from one financial institution to another.
Account Balance & Statements
How do I check my account balance?
Your current available balance is always visible on the status bar, which can be found at the top of the screen.
In addition whenever you work with your account you will be presented with a mini-statement showing your last five transactions.
What is the interest rate of my account?
You can view the interest rate on your account by following the steps below.
- Log into your account
- Select Work with Account
- Select Account Details
What is the difference between 'processed' and 'available' balance?
The 'available' balance is the actual value of money available to the account holder(s) for transfer purposes, subject to your account terms and conditions. The 'available' balance will always be displayed on your status bar at the top of the screen.
The 'processed' balance is the total balance of the account and includes transactions which may not have been cleared. This is the balance upon which interest is earned on the account.
When is my account balance updated?
Your account balance will be updated daily at midday on a working day.
How do I view statements?
Whenever you log on to your account you will automatically be presented with an account summary. Click on 'Continue' to work with your account. Select 'Custom Statement' from the 'Statement Type' option and then select your chosen dates. To produce your customised statement click 'Generate'.
How do I print a copy of my Section 975 Statement?
If you require a Section 975 Statement, which shows the tax you have paid on any interest earned on your savings, at the start of each new tax year (6th of April each year) you will be able to log on to your online account and print your own copy.
If during the current tax year you need to know how much interest / tax you have paid, a statement of interest will be available for you to view or print.
What information is displayed on my statements?
Your Savings statements will show the following information for each transaction:
- date of transaction
- status of transaction i.e. cleared/pending
- details of transaction
- debit/credit indicator
- amount of transaction
- updated balance on account
- interest earned and tax paid
How do I download my custom statement?
You can download your custom statement and import it into spreadsheet packages such as Microsoft Excel (not supplied) which support the Comma Separated Value (csv) format.
Please be aware that downloading your personal information will transfer your financial information onto your computer and therefore you should take appropriate steps in order to secure the information and prevent other users from accessing the file.
What do the various status descriptions mean on my list of pending transactions?
- Processed - The transfer has been completed and once cleared will form part of your 'Balance available for withdrawal'. Subject to account Terms & Conditions, you can withdraw from your 'Balance available for withdrawal'
- Processing - The transfer is currently being processed, but is not complete. Once the transfer has cleared and is available for withdrawal it will be shown in the 'Balance available for withdrawal'. Subject to account Terms & Conditions, you can withdraw from your 'Balance available for withdrawal'
- Pending - Your instruction has been submitted and received by us and will be carried out on the given date
Change of Details
What should I do if I change address or other details?
If you change your address or wish to change any of your personal details you must complete a Change of Details Form. Once completed, this form should be signed by all account holders and returned to us.
Once we have received this instruction your details will be changed automatically. You will receive confirmation of any change in writing.
What should I do if I want to change my nominated account details?
In order to set up a new nominated account or change an existing nominated account you must firstly login to your online savings account and select the option 'Change Details' followed by 'Personal Details'. You must then select the option to 'Change the Nominated account'. Complete this online form with full details of your nominated account and select the option to 'submit'.
Please allow 6 working days for the set up of a new nominated account, during this set up period you may continue to transact to the original nominated account.
The account you choose to nominate must accept all forms of electronic payment, i.e. Faster Payment, CHAPS and BACS. You may want to check with your bank/building society that your account will accept these types of payments.
Please note that we will not accept nominated bank accounts in the name of third parties, businesses, sole traders, partnerships or limited companies. It must be a bank account in your name.
What should I do if I want to add additional holders to my account?
In order to set up an additional holder on your account you must complete and return an Addition of Second Account Holder Form together with suitable proofs of identity and residency for the holder you wish to add.
Online Security
What we provide
Encryption technology
We provide a safe and secure environment to operate your online savings account. Your access and use of our web site is validated and protected using the Secure Socket Layer (SSL) protocol, using 128-bit encryption, the latest encryption technology, so that information passed between us and you is scrambled, and so cannot be read or understood by anyone else. You should also see a padlock symbol or key appear in your web browser, which indicates that the session is secure (the web site address begins https:// rather than http://), as shown in the image below.
It is important that the browser software you use supports 256-bit encryption as older versions of browsers may not offer this support.
We only utilise online security certificates, issued by GlobalSign, so that you can verify that our website is genuine.
Back To Top
Firewall protection
We utilise firewalls to restrict access to our systems, and routine monitoring is performed, to protect your information from unauthorised access.
Back To Top
Secure log in
Your account can only be accessed by entering your unique User ID and password. Additional secret data e.g. a PIN or personal memorable data, may also be required for some services.
Back To Top
System time-out
You will be automatically logged out of your account, if you leave your screen inactive for more than fifteen minutes. Whilst you should always log off, whenever you leave your computer, the automatic time-out provides some additional protection.
Back To Top
Last login date and time
Whenever you log in to your account, the date and time that you last logged in is displayed for your protection.
Back To Top
Telephone help
Please refer to our Contact Us page for the relevant contact number to speak to one of our helpful advisers.
Back To Top
Contact us immediately if you think your account has been accessed by anyone other than yourself
What you should do
Change your password
You will set up a password when you apply for your account. The system will require you to change this when you log on for the first time. You can change your password at any stage, by selecting the Change Details option from the Menu Bar and then choose the 'Amend Password' option. You will be asked to enter and confirm your new password which should be strong (see advice below).
Protect your security details
Whenever you operate your account online, you are required to enter your User ID code and password. This process is necessary for security reasons, so that the system can establish your identity:
- It is important that you destroy your original notification, once the information has been memorised, and that you do not divulge this or other information which is used to identify you, such as a PIN or memorable data, to anyone else, under any circumstances.
- Take care to ensure that nobody observes you when you are using this information to gain access to your account.
- Do not retain your password/PIN or memorable data in written format, and do not store this information on your computer. If you need to keep a record of this information, it is important that, if discovered by anyone, it is in a format that is only recognisable to you, and that the information is stored in a secure place.
- Do not forward your security details to us, or anyone else, via e-mail. E-mail is not a secure method of data transmission, unless it is encrypted.
- Change your password IMMEDIATELY if you suspect that it is known by someone else.
Contact us immediately if you suspect your security information is known to someone else
If you lose your User ID/password/PIN, or suspect that the information has been discovered by someone else, please contact us on 0345 734 4345. Once we have established your identity, you will be issued with a new unique User ID code and password. These will be sent to you under separate cover, by post.
Be aware of security issues when accessing your account
- Ensure you are not overlooked when logging on to your account, especially if you are accessing your account in a public area.
- Do not leave your PC unattended when you are logged on to your account.
- Ensure that you log off correctly when you are finished.
- Close your browser after logging off. This is particularly important if you are accessing your account from a shared environment, e.g. Internet cafes
Check the date and time of your last visit
Whenever you log on to your account, the date and time of your last visit is displayed on screen, for your added protection.
Use strong passwords
This is a basic precaution but one which many people ignore. Choose something suitably complex (mixture of letters, numbers and symbols) which is easily remembered but cannot be easily guessed. It is good practice to change your password on a regular basis. If you suspect that someone may know of these details ensure that your password is changed and contact us on 0345 734 4345 as soon as possible. The safest place to keep your password is in your head.
Install a personal firewall
A personal firewall acts like a security guard, checking all data sent to or being sent from your computer. It will only permit access (in or out) to those who you have authorised. It will block anyone who it thinks should not be permitted, and will usually advise you that it is doing so, giving you the opportunity to permit access on a one off, or permanent basis. You may need to make a few adjustments to your rules at first, e.g. If you deny everything, you'll receive warning messages on a very frequent basis. If you permit everything, there's little point in the guard being there! Personal firewalls are often purchased as part of a software security package, or you can download free software. However no software firm can be specifically recommended by NBS.
Update your Operating System
If you run Microsoft Windows, run the Windows update feature regularly or even better, leave the default settings of Automatic Update enabled so that this is done automatically for you.
Additional guidelines on home computer security
Home computers are often a popular target for intruders, looking for credit card numbers, bank account information, and anything else they can find. Intruders are not only after money-related information - they also want your computer's resources, which are usually not very secure, because most of us don't have the technical know how. Added to this, with cable and broad band access, many are permanently connected - sitting targets! Intruders can use your computer to attack other computers. You can help yourself by ensuring that you have some basic security knowledge to minimise the risk of unauthorised access to your data.
Some basic guidelines have been provided in the previous section 'what you should do', and some additional guidance is provided below. If you require more detailed guidelines, take a look at CERT's web site (www.cert.org), which has a more detailed guide on home security.
Everything we do in life carries risks, and we often learn from our mistakes. Computers have quite a high initial cost, and early mistakes can cost us dearly. A few simple security measures will help to prevent this. Security usually requires technology and human intervention. Learn the basics of the technology, check your Internet accounts regularly for unusual activity and most importantly use common sense. The Following guidelines should help:
Install Anti-virus software
Use anti-virus software on your PC and keep it updated to minimise the risk of infection by new viruses. Contact your local computer retailer for advice on anti-virus software, which looks at the contents of each file, searching for something known to be harmful. When you have the software installed on your PC, it will check any files that you receive, or access. For each file that matches a known pattern, the anti-virus program typically provides several options on how to respond, such as removing the offending patterns or destroying the file.
Remember that new viruses appear daily - Ensure that you use software which is routinely updated, e.g. receives updates every time you access the Internet.
Install Anti-spyware software
Spyware and other potentially unwanted software! As the name suggests, Spyware will spy on your activities on your PC. Spyware could monitor the activity on your PC, web sites you visit, keystrokes usernames and passwords. Anti Spyware software should stop such software being installed in the first place, but can also detect will detect and remove existing installations. As with Viruses, it is essential to keep the software up to date.
Remember that new spyware appears daily - Ensure that you use software which is routinely updated, e.g. receives updates every time you access the Internet.
Install a personal firewall
A personal firewall acts like a security guard, checking all data sent to or being sent from your computer. It will only permit access (in or out) to those who you have authorised. It will block anyone who it thinks should not be permitted, and will usually advise you that it is doing so, giving you the opportunity to permit access on a one off, or permanent basis. You may need to make a few adjustments to your rules at first, e.g. If you deny everything, you’ll receive warning messages on a very frequent basis. If you permit everything, there’s little point in the guard being there! Personal firewalls are often purchased as part of a software security package, or you can download free software. However no software firm can be specifically recommended by NBS.
Use strong passwords
This is a basic precaution but one which many people ignore. Choose something suitably complex (mixture of letters, numbers and symbols) which is easily remembered but cannot be easily guessed. It is good practice to change your password on a regular basis. If you suspect that someone may know of these details ensure that your password is changed and the company involved is notified. The safest place to keep your password is in your head.
Take care opening e-mail attachments
These are a common source of viruses, and virus writers try to con users into opening harmful attachments, e.g. With a subject line ‘I Love You’. In most instances, your anti-virus software will delete harmful files, but the best course of action is don’t open them in the first place, if you are at all suspicious. Take caution when opening attachments with a file type of .vbs, .exe, .bat or .com as these as are commonly used by viruses.
Take care when accessing web sites from links in e-mails you receive
Some fraudsters use this method to ‘con’ you into disclosing security information. You may receive an e-mail which appears to have been sent by an organisation which you deal with. A link within the e-mail directs you to a fake site, which closely resembles the site you wish to visit. The fraudsters use the scam to trick you into revealing your security information, which may then be used, in some instances, to transfer money from your account this is called Phishing. Many sites now use Green Bar technology to help assure the user that they are using the legitimate site and not a malicious copy.
(Our site can be checked by looking out for the gold padlock at the bottom of the screen, and clicking on it to check the security certificate. The web site address should begin https://...).
Take care when downloading and installing programs
There are lots of free programs available, and we all like a bargain, but consider what you're downloading before you do it. Downloads may contain a virus, or cause your computer to act in an unexpected way. Ask yourself if it’s worth the risk - how much do you need it, and do you trust the source? Programs with hidden malicious content are called Trojan horses.
Take regular backups of important files and folders
If you store a lot of data on your home computer, it is important that you take regular back ups of anything that you don't want to lose, in the event of your computer breaking down. Back ups are a copy of your data, which can be stored on CD’s, floppy disks, or even simply a paper print out. USB memory sticks are very cheap and fast, efficient method of backing up your important files.
Consider using encryption
When you connect to your bank or building society online, they will ensure that the data is encrypted (coded so that information such as credit card details cannot be viewed in transit) - you can tell it's secure when you see the small gold padlock at the bottom of the screen, and the web site address will begin https://... If this security function isn’t available, consider how sensitive and confidential the information, that you want to send, is, and whether e-mail or input to a web site is the best way to send it.
Frequently asked security questions
How secure is the operating environment?
Newcastle Building Society provides a safe and secure environment in which to operate your account. The latest technology, using full 128-bit encryption has been used to ensure online security. However, it is important that the browser software you use supports 128-bit encryption. Older versions of browsers may not offer this support.
For security reasons, each account holder will be provided with a unique User ID and will set up security information when you apply for an account. You will be required to input this information each time the account is accessed. It is therefore essential that this information is not divulged to anyone else, under any circumstances. Please note that Newcastle Building Society cannot be held liable for unauthorised use of your User ID/password information. In order to prevent the unauthorised use of your account, you are advised to follow the guidelines in 'what you should do'.
Why do I need my User ID and password?
Your User ID and password enable the system to establish your identity, so that it knows it is dealing with you and nobody else. It is therefore essential that this information is not divulged to anyone else, under any circumstances.
What happens if I lose my User ID/password?
If you suspect that your User ID/password have been discovered by someone else, please contact us on 0345 734 4345 (Opening hours are now Monday to Friday 8am – 6pm). Once we have established your identity, you will be issued with a new unique User ID and password, which will be sent you under separate cover by post)
Can I change my User ID and password?
When you open an account, you are automatically assigned a unique User ID. For security reasons you are not permitted to change your User ID at any time.
Although you set up your password when you open your account, you are required to change this when you log on for the first time. You can change your password at any time, by selecting the 'Maintenance' option from the Menu Bar, and then choose the 'Amend Password' option. You will be asked to enter and confirm your new password.
How can I protect my account and personal information?
Whilst you are logged on to your account, all communications to and from our site are encrypted for your security. For extra security, and peace of mind, we recommend that you follow the guidelines in 'what you should do'.
Operating Your Savings Account by Phone
Why would I want to make transactions by phone?
On occasion it may be necessary for you to contact Newcastle Building Society by phone in order to make a money transfer or for account balance information. For example if you are having problems with your PC or your Internet Service Provider's Server is down.
Whenever you contact the Newcastle Building Society by phone you will be required to prove your identity. This will be achieved by asking you questions based on the information supplied from your Memorable Details.
What telephone number should I use?
If you need to operate your account by phone you should use the number indicated in your welcome pack, or alternatively if you cannot find this call us on 0345 734 4345.
What type of transactions can I make over the phone?
You can use the telephone in order to clarify your account balance. In addition you can use the telephone to make one-off transfers out of your Savings Account. However, you cannot request transfers in to your account by phone. For the purposes of training and in the interests of security your calls to and from us may be recorded.
Contacting Newcastle Building Society
Can I contact the Newcastle Building Society online?
We can answer any non-specific account enquiries if you use our online enquiry form which is available in via our Contact Us pages.
When sending us information via e-mail please take care not to include any confidential information such as account numbers and User ID/Password details etc.
How does Secure Messaging work?
Our Secure Messaging facility works like email but is contained within a secure environment allowing you to request information or changes on your account.
When you log in to your account online the first screen you will see is the Account Summary screen. By clicking on the Inbox you can access the secure messaging system which will allow you to view and send messages to our Customer Advisors.
When we reply by secure message, you will receive an email to the email address registered on your account simply telling you that you have a new secure message. You then just log on to your account to view the response.
Technical Assistance
What do I need to access my savings account?
You will need a P.C. capable of running Microsoft Internet Explorer 7 or the latest version of Firefox. Your equipment will need at least the following minimum specification: Windows 2000, Windows XP, Windows Vista or Windows 7, with a high speed broadband connection.
Although you may be able to access your Savings account using an Apple Macintosh (Mac), it was not originally designed for use with a Mac. At present we are therefore unable to support the use of this account via a Mac.
What should my browser settings be?
The default settings of your browser software should allow access to our site without any problems. Because our site has high internet security the default browser settings allowing cookies, SSL2 & SSL3 must be selected.
What if the pages can't be displayed?
If you cannot access the log on page, please reset your browser to its default settings by following the instructions below. These instructions apply only to Microsoft Internet Explorer.
- From your web browser select tools
- Click on Internet Options
- Select the advanced tab
- Click on the Restore Defaults button
- Click on the OK button
Where can I get a copy of the latest browser from?
You can download the browsers from the following internet sites:
Microsoft browser - www.microsoft.com
Firefox browser - www.mozilla.org
How do I tell what version of a browser I am currently using?
On Microsoft Internet Explorer go to the browser Toolbar menu and click HELP / ABOUT INTERNET EXPLORER.
On Firefox go to the browser Toolbar menu and click HELP / ABOUT FIREFOX.
Do I need to download or install any other software to access my savings account?
No, you are free to use any computer anywhere in the UK to access your account as long as it has the minimum specification as described above, and the country you are in does not prohibit the use of 128-bit encryption.
Will I be able to access my account from other computers or am I locked to using the computer I setup my account on?
You are free to use any computer anywhere in the UK to access your account as long as it has the minimum specification as described above, and the country you are in does not prohibit the use of 128-bit encryption.
Can I access my account at weekends & bank holidays?
Yes, providing your Internet connection is working, your account is available 24 hours a day, 365 days a year. However if you make any transactions at the weekend or bank holidays they will not be processed until the next working day.
Site maintenance
Please note Newcastle Building Society will, from time to time, need to make changes to the website for technical and/or maintenance reasons.