Help & FAQs
Looking for some help?
You're on the right page
Read on to see our general FAQs, and to find out more about funding your account, using our online services, and documentation.
If you still need help, you can contact us in a number of ways.
For help with your savings account, or if you have any questions about our savings accounts, please get in touch with our Customer Service Team and we will be happy to help you:
For online e-Accounts (Fixed Rate e-Saver, Fixed Rate e-Cash ISA and Notice e-Saver):
- Email: email us at savings@castletrust.co.uk – please take care not to send us sensitive personal information by email, also please be aware we are unable to accept maturity instructions sent via email
- Secure Message: send us a secure message through the self-service portal or mobile app – please take care not to send us sensitive personal information by secure message, also please be aware we are unable to accept maturity instructions sent via secure message
For Fixed Rate Savers or Fixed Rate Cash ISAs:
- Phone: call us on (Freephone) 0808 164 5000, between 9am and 5:30pm Monday to Friday
- Email: email us at savings@castletrust.co.uk – please take care not to send us sensitive personal information by email, also please be aware we are unable to accept maturity instructions sent via email
- Post: write to us at Castle Trust Bank, PO Box 78430, London, N17 1HE.
If you are calling from outside the UK, please call +441256 274986.
Need Help Funding Your Account?
If you’re experiencing issues funding your account or encounter an error message, you may find the solution in our Help & FAQs section. We’ve compiled answers to the most common questions to get you back on track quickly.
If you still need assistance after checking the FAQs, our Customer Service Team is here to help.
Be careful with your personal information
We want to help you keep your personal information safe from fraudsters. You should never send any personal information to us unless you are confident that the contact details you are using are genuine, and relate to a legitimate request from Castle Trust Bank.
If you are in any doubt about the validity of any request you have received, please contact on our published telephone number of
0808 164 5000 and we will be happy to help you.
Protect yourself from fraud, scams, and digital threats
We recognise that we play an important role in helping to protect the environment and support social initiatives whilst making sure our business is well governed. That is why we have developed our ESG plan, a copy of which you can be found here. Our plan aims to preserve the measures we already have in place and set ambitious targets for the next year and beyond.
We recognise that we play an important role in helping to protect the environment and support social initiatives whilst making sure our business is well governed. That is why we have developed our ESG plan, a copy of which you can be found here. Our plan aims to preserve the measures we already have in place and set ambitious targets for the next year and beyond.
At Castle Trust Bank, your safety matters. As scammers get smarter, we’re here to make sure you stay one step ahead. This section covers the common types of fraud, how to spot the warning signs, and what to do if something doesn’t feel right.
Spot the common tactics
- Scammers use all kinds of tricks to get hold of your information or money. Here are some of the most common:’
- Phishing – Fake emails pretending to be from your bank or delivery companies, asking you to “verify” your details.
- Vishing – Phone calls claiming to be from your bank or even the police, telling you your money’s at risk.
- Smishing – Texts that look like they’re from trusted sources (like Royal Mail or PayPal), with links to fake websites.
- Purchase Scams – You buy something from an online ad or social media, but the product never arrives.
- Money Mule Schemes – Someone asks you to move money for them, often saying they’re abroad or can’t access their account—this could make you part of criminal activity.
How to stay safe
- Think before you click – Stop and check if that link, email or text is real.
- Never share PINs or passwords – We’ll never ask you for these.
- Check the sender – All Castle Trust Bank emails come from @castletrust.co.uk.
- Stay up to date – Know what scams are out there.
- Listen to your instincts – If something feels off, it probably is.
What to do if you suspect fraud
- Contact us immediately – using the contact details at the top of this page
- Get in touch with your bank – They can freeze your account or stop suspicious transactions.
- Report it to Action Fraud – Go to www.actionfraud.police.uk or call 0300 123 2040.