• Important Information

    Our Current Account is closing

    Check out our FAQ to find out everything you need to know about the closure.

    Find out more

FAQs

Your questions answered

Q: I’m worried that I won’t be able to get another bank account.

A: The new fee-free basic bank accounts offered by the biggest UK banks have been introduced specifically to cater for customers who don’t qualify for other types of bank account. The accounts are available to anyone who doesn’t have a bank account, those who are ineligible for a standard account or can’t use their existing account due to financial difficulty, including those with previous credit issues like CCJs and bankruptcy, providing they pass the bank’s identification checks.

Q: Who can offer a bank account for me?

A: A list of the banks and building societies now offering basic bank accounts and the product names can be found on the government website (https://www.gov.uk/government/news/fee-free-bank-accounts-launched) and include:

OrganisationAccount Name
BarclaysBarclays Basic Current Account
Co-operative BankCashminder
HSBCBasic Bank Account
Lloyds Banking Group (including Halifax and Bank of Scotland)Basic Account
National Australia Bank Group (including Yorkshire Bank & Clydesdale)Readycash Account
NationwideFlexBasic
NatWestFoundation Account
RBS England & WalesBasic Account
Santander1Basic Current Account
TSBCash Account
The Royal Bank of Scotland (Scotland)Foundation Account
Ulster BankFoundation Account


1Santander do not support partial switch

Q: How do I transfer my money to a new bank or can you transfer it for me?

A: By providing nominated account details we can transfer funds automatically upon closure, otherwise you will need to move your remaining balance manually.

Q: How can I withdraw funds from my current account?

A: You can withdraw funds from your account using all of the normal methods right up until the closure of your account.

Q: If I lose my card or need a new pin can I order new ones?

A: You can order replacement cards until Thursday 1 September and PINS up until Monday 5 September.

Q: Can I still order paying in slips?

A: The last day you can order paying in slips is Wednesday 17 August 2016.

Q: When does my access to Internet Banking end?

A: You can use Internet Banking as usual right up to the closure of your account.

Q: How can I get an up to date statement once Internet Banking access has been withdrawn?

A: We will provide a statement on closure of your account but you can print off a statement of recent transactions at any time prior to closure. You can also request a statement after account closure by contacting our Call Centre.

Q: What happens to Rewards that haven’t been applied when my current account closes?

A: Rewards will continue to be applied to your account for two months after the date of your notification of closure letter.

Q: What happens to any money remaining on my pre-paid card when my current account closes?

A: The balance on your pre-paid card will be transferred to your Current Account prior to its closure so that it can be moved with any other funds to your nominated bank account.

What is the last date I will accrue interest on my account?

A: Interest will be accrued until Monday 12 September.

Q: What happens to my Direct Debits and Standing Orders during the notice period?

A: Direct Debits and Standing Orders will continue to be paid as normal, providing we have the available funds, up until closure of your account but you should make arrangements with your new bank for these to be transferred across to your new account as soon as possible. Although new Direct Debits can be set up until Tuesday 30 August, we advise that this is done with your new current account provider as part of the switching process.

Q: When should I close my account?

A: You should do this as soon as possible.

Q: What do I do about regular payments into my account like salary payments?

A: It is important that you inform an organisation which makes regular payments into your account of your change of bank account details prior to closure of your account. This may include your employer or benefits agency. Regular payments will be returned to their source once closure has taken place.

Q: When is the last date for account switching?

A: If you wish to automatically switch your account to another bank you should do this as soon as possible. Once you’ve found a new current account provider it normally takes around seven days to switch, subject to identification checks, so you will need to initiate the process by Monday 5 September at the latest.

Q: What is the last date on which I can use my pre-paid card?

A: You can use your pre-paid card right up until the closure of your account.

Q: What is the last date on which I can pay into my current account?

A: When making payments into your account you will need to allow enough time for the funds to clear before the closure date of your account. This will vary depending on the payment method:

BACS Transfer – BACS payments take three working days to clear into your Account which means that 6 September is the last date for payments
CHAPS and Faster Payments – these will clear on the same day providing the funds are transferred before 5pm Monday 12 September is the last date for these payments
Payzone – payments will usually be credited to your account within 24 hours, provided it is paid in before 10.00pm which means Saturday 10 September is the last date for these payments
Barclays and other banks – cash and cheques paid in at other banks will take seven full working days to clear so need to be paid in by Wednesday 31 August.

Q: What is the last date on which funds can be transferred directly into my Current Account?

A: You need to allow enough time for the transfer to take place prior to closure which can take several days. We advise that you check with the organisation which will be making the payment into your account if you are unsure.

Q: What is the last date on which I can raise a cheque from my current account?

A: You can raise cheques right up until the closure of your account.

Q: Will cheques raised, but not presented before the account closure date, be honoured?

A: Yes they will.

Q: Can I have my funds on a cheque payable to my spouse/friend?

A: If funds need to be transferred to another account then this will need to be done before closure. Closure cheques will only be issued in the customer name.

Q: Will you charge a cheque fee when I close my account and withdraw funds by cheque?

A: No. This will be done free of charge.

Q: Can you transfer my funds to another account via Faster Payments / BACS?

A: Yes. This can be arranged through Internet Banking prior to the closure of your account.

Q: What if I disagree with what you’re doing, who do I complain to or appeal to?

A: You can make a complaint through our normal complaints process, in the first instance by contacting our customer support team on 0330 3030 096. You can also contact us by email (This email address is being protected from spambots. You need JavaScript enabled to view it.), online (www.securetrust bank.com/complaints-and-resolutions) or by letter:

Paul Lynam
Chief Executive Officer
One Arleston Way
Shirley
Solihull
West Midlands
B90 4LH

Q: Are you closing OneBill as well?

A: No. The OneBill product will continue to operate as normal.

Q: Can I open a OneBill account given you are taking away my bank account and I might not be able to open an account with anyone else?

A: No. The new fee-free basic bank accounts offered by the biggest UK banks have been introduced specifically to cater for customers who don’t qualify for other types of bank account and should meet your needs.

Q: I have noticed a transaction I don’t recognise on my bank statement, if my account is closed how do I deal with this?

A: Any transaction queries will be dealt with by our Call Centre.

Q: What happens to goods I have purchased on my card that I want to return?

A: You can still ask for a refund on goods purchased in line with your statutory consumer rights and the retailer’s returns policy. Refunds credited back to your card prior to closure of your account will be transferred with your balance to your nominated account. Following closure of your account refunds may be credited to an alternative account, subject to the retailer’s returns policy.

Q: I live abroad now and have only just seen the letter /I didn’t receive the letter.

A: Notification letters have been sent to all customers using the address details provided to us. We have also included messaging on our website and other customer channels with the aim of informing customers as quickly as possible.