Online & Extra Support
Online support
Setting up your online account
Our e-Savers are designed to be managed online, and as part of the application process, you will be asked to set up your Self Service Portal account. This will help you manage your savings with ease and convenience.
Our Mobile App
You can manage your accounts on the go with our mobile app, available on iOS and Android.
To get started, you will need to register on the Self Service Portal first. Once registered, you can use the same log in details to start managing your accounts on our mobile app.
For help logging in to the app for the first time, please refer to our step by step guide: A guide to logging into the app.
For help logging in to the app for the first time, have a read of our step by step guide:
A guide to logging into the app.
The passcode is a 5-digit code specific to each device you use the mobile app with, it allows you to easily log in to that device and start managing your accounts. When you log in on a new device for the first time, you will be asked to set up a passcode and you also have the option to turn on Touch ID or Face ID sign in if your device has that functionality.
If you have forgotten your passcode, it’s simple to set up a new one. Tap ‘Forgot passcode?’ and you will be asked to unregister the device, you can then use your Self Service Portal details to log in and set up a new passcode for that device like you would have done when you first started using the app.
Yes, if you are a joint account holder, each person named on the account can register for online banking and mobile banking. Each joint account holder will have separate security details to access and use the service.
Managing your account with the Self Service Portal – Guides
Take a look at our step-by-step guides to get you started with managing your savings accounts online.
Trouble logging in to the Self Service Portal
There are a few things you can do if you are having trouble logging in.
- First, double check the credentials you are using are correct. If you are still having diffculties, you can request reminders or reset the details on the Log In Details page.
- It’s important that you are ending your session correctly each time you finish in the portal by clicking ‘Log Out’ rather than just closing down the browser page.
- Check your connection. If you’re using Wi-Fi, try connecting with mobile data instead (and vice versa). Also, try using a different internet browser or updating your current browser.
- If you’re using antivirus software or a browser extension, check if it’s blocking access to our site. If you have a VPN installed, check it accurately reflects your location.
- Lastly, clear your cache and cookies, then refresh the page you’re on. This should allow you to continue.
Extra support
Bereavement support
When someone passes away, it can be an incredibly difficult time, and our team will handle your situation with the utmost sensitivity and care.
What do I need to do?
We understand that this is a difficult time, and we’re here to help. When you’re ready, we will need to see the original death certificate or a certified copy of the document. Please send it to us along with a covering letter, and we will ensure it is returned to you. If you are using a solicitor, they can email it to savingssupport@castletrust.co.uk or send it to our postal address: Castle Trust Bank, PO Box 78430, London, N17 1HE. 


Once we receive the documents, we will provide you with a valuation of the savings account for estate management purposes. To close an account or have any money released, we will require a copy of the Grant of Probate or equivalent (Scotland) so that we can work with the executor(s) for the correct instructions to be carried out.


If the account is held in joint names, we will change it to sole name only and confirm once this has been completed.
If you need help paying inheritance tax:
You can use money from your loved one’s account to help with inheritance tax. Here’s what you need to do:
Once we have received the death certificate and provided the valuation, please let us know how much is to be released to pay Inheritance Tax. Additionally, send us a completed IHT423 Form (Direct Payment Schemes for Inheritance Tax), completed by the executors. This form must include the HM Revenue and Customs reference they provide you.
You can find out more about paying Inheritance Tax and the documents you’ll need at gov.uk/paying-inheritance-tax.
What happens to the ISA status of an account when the account holder dies?
The ISA status of an account is retained for three years after the date of death or until the account is closed, whichever happens first.
If the account reaches the three-year anniversary, we will switch it to a Non-ISA account, and any interest earned after that date will become subject to tax.
Additional Permitted Subscriptions
An Additional Permitted Subscription (APS) is an allowance that lets the surviving spouse or civil partner of an ISA Account holder make extra contributions to their own ISA in additon to their own annual allowance.
Castle Trust Bank do not allow that additional subscription limit to be held with us, but if you contact a new ISA provider, they will then ask us for details of the additional allowance which you can add to an ISA with them. If the deceased held more than one ISA the value of all ISAs will be combined.
In the management of the ISA account with us, upon instruction we will close the ISA account and pay the funds to the executor only.
Need some support managing your account?
There are many reasons why you might need support in managing your savings account. Whether it’s due to changes in your personal circumstances, preferences, or needs, we’re here to accommodate and support you.
We’re committed to providing the best possible assistance, ensuring you feel supported every step of the way.
Third party Authority
You can nominate someone to have access to details about your savings account(s) with us. We can then discuss your account with them, but please note that we will not accept any account instructions from them. To add someone as a ‘third party authority’ please contact us with their details so that we can verify them each time they contact us.
Power of Attorney
If you need assistance managing your bank account, granting access to a trusted person can be very helpful.
If you have a Power of Attorney Access Code (13 characters starting with the letter ‘v’) you can email this to us at savingssupport@castletrust.co.uk and we can begin the process of adding the attorney(s).
Alternatively, you can send the original or certified copy of the Power of Attorney document by post to:
Castle Trust Bank, PO Box 78430, London, N17 1HE.
Please note that additional checks may be required upon receipt of the documentation, but we will let you know if we need anything else from you. Also, if you open any new accounts after the Power of Attorney is registered, you will need to let us know.
We're here to help
If you need to contact our team, please don’t hesitate to reach out. They are here to provide the support and assistance you need during this difficult time.
You can contact them by email at savingssupport@castletrust.co.uk or by telephone on 0808 164 5000, Monday to Friday between 9am and 5.30pm.
Who else can help
You can also find additional support here:
NHS Social care and support guide
Government services and benefits for carers
