Savings Help and FAQs

Self Service Portal support

Our Self Service Portal enables you to take control of your savings. We have some resources below to help you get started with managing your savings online.

Please note, log in details used for our previous Self Service Portal (for customers who held a Castle Trust investment) will no longer work and we have sent new credentials to customers who have provided us with a mobile phone number, email address and nominated bank account. Passwords are provided by email so please check your spam folders if you have not received them, or contact us to set up new log in credentials.

Getting your online account set up

Our e-Savers are designed to be managed online and so, as part of the application you will be asked to set up your Self Service Portal account.

If you hold an account with us and would like to set your Self Service Portal access, please call 0808 164 5000 or email us at savings@castletrust.co.uk and we’ll issue your online credentials to you.

Managing your account online: guides

Take a look at our step by step guides to get you started with managing your savings accounts online, including placing your maturity instructions.

Logging in for the first time Logging in Placing your maturity instructions online

Funding your account

The easiest way to fund your Fixed Rate e-Saver or Fixed Rate e-Cash ISA savings account is by making a bank transfer from your nominated account, or from an existing eligible Castle Trust Bank account via the Self Service Portal. This should be made from your nominated account, using the Sort Code 60-84-08 and your Castle Trust Bank account number (which you will find on your welcome letter and on the Self Service Portal), and your full name as the payee.

Transfer your existing Cash ISAs
Fixed Rate e-Cash ISAs can also be funded by transferring existing Cash ISAs held with other providers.

How long do I have to make my deposit?

You’ll need to deposit the funds into your new account within 14 calendar days – additional amounts won’t be able to be added after this period (the exception is for ISA Transfers, which can take longer than 14 days to be received).

Can I fund my new account by cheque?

You can only fund Fixed Rate Saver and Fixed Rate Cash ISA accounts by cheque. Make your cheque payable to ‘Castle Trust Bank’, write your name and account number on the back and post it to Castle Trust Bank, PO Box 6965, Basingstoke, Hampshire RG24 4XE. We will credit funds to your account the next working day after we receive your cheque.

Can I fund my account using the CHAPS system?

Please note that CHAPS payments are not a compatible payment method for your savings account. Funds not received from your Nominated Account, or from another Castle Trust Bank account, will be automatically returned.

Need to talk to someone?

Our Customer Service Team are happy to help you, call us on 0808 164 5000 Monday to Friday, 9am to 5pm. You can also 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.

If you're an existing customer with an online account, you can send us a Secure Message and a member of the team will get back to you.

Frequently Asked Questions

What is a fixed rate account?

A fixed rate account is a savings account that runs for a set period of time and pays interest monthly, annually or at maturity. The interest rate is fixed so you know exactly how much you will earn by the end of the term.

What types of account does Castle Trust Bank offer?

We offer:

Fixed term, fixed rate savings accounts (single and joint accounts)
Fixed term fixed rate ISA savings accounts (single accounts only)

Are my savings protected by the FSCS?

Your eligible deposits with Castle Trust 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, refer to the FSCS website at fscs.org.uk.

Can Castle Trust Bank change the interest rate on my fixed rate account?

Castle Trust Bank will not change the interest rate on fixed rate accounts for the duration of the term. In the 14 days after opening, your account will benefit from 'Our Best Rate Promise'.

Can I change my mind after opening a savings account?

You have the right to cancel your account during the 14 days from your account opening date, we call this the “Cooling Off Period”. You don’t need to give us a reason and we won’t charge you a cancellation fee.

What is 'Our Best Rate Promise'?

Your Fixed Rate Saver/e-Saver and Fixed Rate Cash ISA/e-Cash ISA will benefit from ‘Our Best Rate Promise’, which means if we increase the interest rate for the product you have applied for at any point in the 14 days following the opening of your account, you will automatically receive the higher rate. If we reduce rates don’t worry, you will still receive the same rate that you applied for. If our rates do increase, you don't need to contact us, we will do everything and then send you confirmation of the new terms applicable to your Fixed Rate Saver/Fixed Rate Cash ISA.

Can I withdraw money from my Fixed Rate Saver/e-Saver?

Withdrawals are not permitted from our Fixed Rate Saver/e-Saver products, so it's important that you consider this before you open an account.

Can I withdraw money from my Fixed Rate Cash ISA/e-Cash ISA?

Fixed Rate Cash ISAs and Fixed Rate e-Cash ISAs have a fixed term, so you can only withdraw your money without incurring any charges at the end of the fixed term (also known as 'maturity'). You are permitted to make withdrawals (including transferring to another ISA provider) but this is subject to a loss of interest (known as the Early Exit Fee), for fixed term accounts: 1 year = 90 days' interest, 2 year = 180 days' interest, 3 year = 270 days' interest, 5 years = 360 days' interest.

Do I need to pay tax on a Castle Trust Bank savings account?

Interest is paid at the Gross Rate without deducting any tax. You may need to pay tax on any interest that exceeds your Personal Savings Allowance. For more information, please visit HMRC’s website hmrc.gov.uk.

Interest paid on Cash ISAs is tax-free.

What is a nominated bank account?

When you set up your savings account, you will be asked to provide details of your nominated bank account. This is the account you will use to deposit and withdraw funds and is where interest and maturity payments can be directed to, for most customers this would be their current account. You must use your nominated account to pay money into your Castle Trust Bank savings account, otherwise the money will be returned to you. For your security, there is a limit of one nominated bank account per customer, however you are free to change it following the first 14 days of opening your savings account.

Can somebody help me manage my account?

You can authorise somebody to have access to you account to help you. Anyone who holds this authority will have access to your information and can ask questions on your behalf, but they will not be able to complete transactions for you.

Can I open an account under a Power of Attorney?

Accounts can be opened by a Power of Attorney on behalf of another person. The application should be made in the donor’s name, and the attorney should then contact us to provide the relevant legal documentation (if a first account is being opened), or to have the previously submitted documentation applied to the new account (if accounts have been opened with us previously).

How do I add funds to my account?

Fixed Rate e-Saver accounts
Fixed Rate e-Saver accounts can only be funded by transfer from your nominated account, or from an existing eligible Castle Trust Bank account via the Self Service Portal. If transferring from your nominated account you should use Sort Code 60-84-08, your Castle Trust Bank account number (which you will find on your welcome letter and on the Self Service Portal), and your full name as the payee.

Fixed Rate Saver and Fixed Rate Cash ISA accounts
Using your nominated account, you can make a bank transfer into your savings account using the Sort Code 60-84-08 and your Castle Trust Bank account number (which you will find on your welcome letter and on the Self Service Portal), and your full name as the payee. You can also transfer money from an existing eligible Castle Trust Bank account through the Self Service Portal.

You can also fund your account by cheque. Make your cheque payable to ‘Castle Trust Bank’, write your name and account number on the back and post it to Castle Trust Bank, PO Box 78430, London, N17 1HE. We will credit funds to your account the next working day after we receive your cheque.

Transfer an ISA in from another provider

You can fund your Fixed Rate Cash ISA by ISA Transfer. To transfer funds from an ISA with another provider, complete an ISA Application Form and an ISA Transfer Form available to download from the Documents page, and return them to us. We will contact the other fund manager and arrange the transfer to your Castle Trust Bank account.

When are cheques credited?

If you make payment to your account by cheque, we will credit it to your account the next working day after we receive it.

How do I apply for an ISA transfer?

ISA transfers are available for both our Fixed Rate e-Cash ISA accounts, and our Fixed Rate Cash ISA accounts.

To transfer funds from an ISA with another provider, complete an ISA Transfer Form, available to download from the Documents page, and return it to us. We will contact the other fund manager and arrange the transfer to your Castle Trust Bank account.

For more information on how the process works, take a look at our ISA Transfer Guide

What happens if my payment date falls on a weekend?

If your payment date falls on a weekend, or a Bank Holiday, the money will be in your nominated account by the end of the next working day.

What happens when my fixed rate savings account matures?

We will contact you before your maturity date to explain the options available to you so you can tell us what you want us to do with your money. If you choose to withdraw your money, you will receive it on the same day it matures. For example, if you opened a 1 Year Fixed Rate Saver on 15 September 2021 and chose to withdraw at maturity, you would receive your initial deposit plus any interest owed on 15 September 2022. You can find the date your account is due to mature on the account opening paperwork, you can also log in to the Self Service Portal to check the date and give maturity instructions when your account is close to maturing.

What if I die before my account matures?

If your account is in your sole name, your Executors will need to tell us what to do with it. Once we have received appropriate legal documentation in order for us to verify the Executor, they can either instruct us to close the account, or retain it on your behalf until the maturity date. If you have saved in joint names with someone else, we’d simply continue the account in their name until the end of the term. At maturity we will pay the full amount due to the surviving account holder.

In relation to ISA accounts, we do not allow the transfer of the ISA to a surviving spouse or civil partner. We will, however, provide the relevant valuations upon the request of an alternative ISA provider, selected by the spouse or civil partner, to facilitate the transfer of the Additional Permitted Subscriptions in accordance with HMRC rules.

What should I do if I receive a contact from you that looks suspicious?

Fraudsters are always trying new ways to get hold of people's money. Whilst some attempts are fairly easy to spot, others can be very convincing. If you have received any contact claiming to be from Castle Trust Bank that you suspect may not be genuine, please contact us to discuss before you take any action. The safest way to ensure you are contacting our team is to use a phone number or email address that you have previously used, or was included in correspondence you previously have received from us. Self Service Portal users can also send us a secure message.

Housa customers – finding the latest House Price Index

The performance of Housas is linked to an appropriate House Price Index (HPI). All Housa customers were contacted in October 2020 to advise that ownership and administration of the National Non-Seasonally Adjusted Index, and the Quarterly Greater London Halifax Housing Price Index (the Halifax HPIs used by Housas) had moved to a company called Markit, and that Markit were re-basing the HPI calculation from November 2020. The new index provided by Markit would continue be calculated in the same way.

The outcome of this change was that there is now an additional step when calculating Housa valuations. The value comprises of any increase in value up to November 2020 (using the old Halifax HPI), PLUS any increase in value since November 2020 (using the new Markit HPI). A more detailed explanation of how your return is calculated is shown here:

Value = principal x multiple x [((1+old index growth) x (1+new index growth))-1]

Where:

Principal is how much you originally invested in your Housa
Multiple is the multiple, if any, applicable to your Housa
Old index growth is the growth in the relevant index as applicable to your original investment up to October 2020 under the old methodology
New index growth is the growth in the relevant index from October 2020 to the date of encashment under the new methodology

Markit do not publish the new index in a publicly available location, and we are no longer able to publish historic or current index levels. Markit will, however, provide Castle Trust Bank’s customers with details of the index if you contact them via economics@ihsmarkit.com stating that you wish to verify HPI figures for your Castle Trust Housa, quoting Castle Trust HPI in the subject line. Alternatively, you can contact us directly to obtain details of the index appropriate to your Housa.

Your latest Housa valuation can be found by logging into our Self Service Portal; alternatively, you can contact us directly and we will provide a valuation for you.

Looking for a document relating to your savings account?

You can find savings documents such as Terms and Conditions, application forms and more on the All Documents page.

Following our conversion to Castle Trust Bank, we have removed all Fortress Bond and Housa documentation from our website. If you were an Investments customer and would like a copy of documentation relating to your previous investment, please call us on 0808 164 5000 or email savings@castletrust.co.uk. Please be careful not to include sensitive personal information in any emails.

Our Mobile App

You can manage your accounts on the go with our new mobile app, available on Android and iOS.

You will need to register on the Self Service Portal first and then you can use these same log in details to start managing your accounts on our mobile 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 for the first time

What can I use the app for?

With online banking and mobile, you can take control of managing your account including accessing information about your account, sending secure messages to our Customer Service Team and more.

What is the passcode used for in the mobile app and how do I set it up?

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.

What should I do if I forget my mobile app passcode?

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.

Can I use the mobile app if I have a joint account?

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.

Where can I get help with using the mobile 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 for the first time

Our Customer Service Team are happy to help you, call us on 0808 164 5000 Monday to Friday, 9am to 5pm or send an email to savings@castletrust.co.uk