FAQs

The Online ISA allows you to manage your cash ISA savings online. Every Online ISA includes a Holding Account, for more information please see the "What does my Holding Account do?" FAQ below. Once your account is open you can split your savings across different types of products (fixed rate with different terms or variable rate products), or put it all into a single product offered within the Online ISA. When your Online ISA is open and you have logged in, you’ll be able to make deposits, transfer in other ISAs, open new products and move money between products (providing this is allowed in the Summary Box).

You can also view your personal details, view and create statements and important documentation related to your ISA.

You can change your residential address, email address and telephone numbers by accessing your account online. If any other personal details need updating you can request these changes by sending a secure message.

A Holding Account is automatically set up for you when you open the Online ISA. You can use the Holding Account to consolidate funds before paying into a product, or to distribute one lump sum deposit across multiple products of your choice within the Online ISA.

If you hold a Fixed Rate product, at the end of the fixed term we will automatically close the product and move the value, along with any interest earned, to your Holding Account. You will then be able to move the money into other products or make withdrawals to your Nominated Account (where the money will lose its tax advantages).

Consolidating funds

Some products within the Online ISA only accept a single deposit when funding them (such as Fixed Rate products). If you have ISAs with several different providers, you could transfer all the funds to the Holding Account. This would then offer you a single, larger sum that could be paid as a single deposit.

Splitting funds

If you wished to use a lump sum deposit to pay for the opening of one or multiple products, you have the option of paying this into the Holding Account. You can then split the funds in the Holding Account to fund the opening of one or more products. For example, if you had £1,100 available, you could split this according to your needs, and choose to pay in £100 into product A, £500 into product B, and £500 into product C.

Please note, the products or rates of interest on offer can be changed or withdrawn at any time. If you are using the Holding Account to consolidate or split your ISA savings before opening a specific product, there is a risk that the product or rate of interest you wanted will no longer be available by the time any funds are received.

We do not charge for any of our standard services (as described in the Online ISA Terms and Conditions).

If we agree to provide you with a non-standard service, such as issuing you a paper copy of your annual statement, we may make a reasonable charge for it. We will tell you the amount of our charges before we provide you with any non-standard service.

If you close a Fixed Rate product during its fixed term, a Breakage Charge will be applied as as detailed in the Terms and Conditions. The Breakage Charge will also be applied to a Fixed Rate product if we need to close the product during its fixed term because you've asked to close or transfer your Online ISA. If a Breakage Charge is applied, it will be deducted from any interest earned on the product but if not enough interest has been earned to cover the Breakage Charge, it will be deducted from the balance of the product. The Breakage Charge will be calculated assuming a 365 day year.

Please note, the Breakage Charge will not be applied if you request to close Fixed Rate product in the first 14 days of it having been opened.

Charges may change in the future. For more details about charges and changes to charges, please see the Key Information Pack, which contains the Terms and Conditions of the Online ISA.

For more information about how savings in the Online ISA are protected, please read the Deposit Information Sheet. This sets out details of how your money is protected with Bank of Ireland UK, who is the 'deposit taker' for the Online ISA.

If you make payments directly to us, we will initially pay these into an account held with NatWest. We will then transfer this money to Bank of Ireland UK. This is also what happens if we receive a transfer cheque from another ISA provider. Please note that any money you hold in other accounts with NatWest will count towards compensation limits.

You can find out more about how your money is protected when it's held in a bank or building society account by going to the FSCS website at www.fscs.org.uk.

OneFamily is the ISA Manager for the Online ISA. OneFamily manage the ISA and provide the servicing on behalf of the Post Office.

One Family is a trading name of Family Assurance Friendly Society Limited, of which Family Equity Plan Limited is a subsidiary. Family Equity Plan Limited is authorised and regulated by the Financial Conduct Authority. The registered address of OneFamily is 16-17 West Street, Brighton, BN1 2RL, United Kingdom.

Money paid into the Online ISA is deposited with Bank of Ireland UK.

Money paid into the Online ISA is held by OneFamily and deposited with Bank of Ireland (UK) plc (Bank of Ireland UK). Their principal place of business is Bow Bells House, 1 Bread Street, London EC4M 9BE.

To understand how your savings are protected please refer to the FAQ 'How are savings in the Online ISA protected?'

To open the Online ISA you have to:

  • be aged 16 or over and a UK resident for tax purposes
  • hold a UK personal bank or building society account in your name (sole or joint)
  • not already hold an Online ISA with us (OneFamily)

The minimum opening amount is £100 (minimum opening amounts vary between the products within the Online ISA). Please note, you’ll also need a valid email address, as this is how we’ll correspond with you about your ISA.

Once you've read the Key Information Pack and the relevant Summary Box, please complete an online application by selecting ‘Apply Now’ on the Online ISA web page. We are not able to accept paper or telephone applications.

You can open the Online ISA with a deposit by debit card, cheque, or by transferring another ISA you hold. You’ll be given the option to choose one product you wish to open within your Online ISA. If you’d like to split your funds across more than one product, you can choose to put your money in the Holding Account and move your funds once your account has been set up.

Please note, the products or rates of interest on offer can be changed or withdrawn at any time. If you are using the Holding Account to consolidate or split your ISA savings before opening a specific product, there is a risk that the product or rate of interest you wanted will no longer be available by the time any funds are received.

The application process should take about 10-15 minutes to complete. Make sure you read the Summary Box and Key Information Pack, which includes the Key Features and Terms and Conditions, before you apply.

Please be aware that once you've started the application, for your security, your session may time out if you do not move on to the next page within 15 minutes. If this happens you’ll need to start the application process again.

Once you’ve submitted your application you’ll be able to log in to the Online ISA (within 24hrs). You’ll be notified when your application has been accepted or if additional information is required before we can accept your application.

We’ll use electronic checks to confirm your identity (if you’re over 18 and are not applying on behalf of someone else) as part of the Online ISA application process. If we’ve been unable to confirm your identity electronically, we’ll contact you by secure message to request identification before we can open your account.

For fraud prevention and so that we can comply with anti-money laundering legislation, we may also ask for identification to be provided at other times.

Please see the 'How do I certify my documents?' section for further information.

Yes. You’ll have the option of applying under a power of attorney when opening the Online ISA. If you select this option, we will contact you by secure message after you've applied to confirm the documents that we will need to complete your application. Once the account has been set up, if you have any queries, you can contact us by sending a secure message and we’ll be happy to help. Please note we are unable to accept jointly appointed power of attorneys/deputies.

If you've lost or can't remember your National Insurance number, you should be able to find it on paperwork, such as:

  • your P60 (end of year tax statement, given to you by your employer)
  • a payslip
  • a copy of your annual Self-Assessment tax return

Further information on how to find your National Insurance number can be found on the HMRC website.

This information is required to help us meet anti-money laundering legislation requirements. Please make sure this information is provided, as without this information we’ll not be able to process your application.

When applying for the Online ISA, you'll need to set up a Nominated Account. This is usually your current account. Any payments out (if you make a withdrawal or close your Online ISA) will be sent to this account. The account you nominate must be a UK personal bank or building society account in your name (sole or joint).

When opening your ISA we’ll verify your Nominated Account details electronically. If we can't verify the Nominated Account, we’ll ask you to provide further supporting information, e.g. a current statement.

Please note we can only pay funds out to a Nominated Account that has been verified. If your account has not been verified when we receive your withdrawal request, this will delay funds being sent to you.

If you wish to change your Nominated Account, please log in to your Online ISA and send us a secure message with your new details. Any time we receive new details these will need to be verified before we are able to make withdrawal payments to the account.

We need to verify your Nominated Account details to ensure we can manage your savings securely, prevent fraud and to comply with anti-money laundering legislation. If we are unable to verify the details you provide electronically, we’ll ask you to send us proof of your Nominated Account by post, e.g. a recent statement.

We'll not process any withdrawal or account closure until we receive proof of your Nominated Account.

We’ll open your Online ISA once we have everything we need to accept your application (including any required identification) and we’ve either accepted your deposit or requested your transfer (depending on the method you’re using to open your Online ISA). We’ll inform you when your Online ISA has been opened.

Once your application is accepted and your account is open, we'll send you a confirmation by secure message.

Everytime we send you a secure message, we'll also send a notification email.

You can access your secure messages by logging in to your Online ISA online and going to the 'Secure Messages' area.

Before we can open your account, we’ll need to verify your identity for fraud prevention and so we can comply with anti-money laundering legislation.

We may also ask for identification to be provided at other times. If we do not receive adequate identification, we may not be able to accept deposits. We may also withhold the proceeds of any withdrawals, transfers or account closure.

Before we can open your Online ISA, so we can comply with anti-money laundering legislation, we’ll need to verify your identity.

Where you are 18 or over, this will normally involve an electronic check through a credit reference agency. This will be completed during your application. This electronic check does not affect your credit history, but will leave a record of the search taking place. If we are unable to verify your identity, or you are under 18 at the time of application, we’ll let you know what further proof of identity we need.

Please note if you are applying on behalf of someone else then proof of identification will be required for both of you.

We require one form of proof of identity and one form of proof of address.

Acceptable forms of identity are as follows:
  • Current valid signed passport/EU National identity card
  • Firearms Certificate
  • Electoral ID Card (Northern Ireland only)
  • Current full old style UK driving licence (non-photo card type driving licence)*
  • Current UK/EU photo card driving licence*
  • Correspondence from the DWP (Dept. of Work and Pensions)/Benefits agency (dated within the last 6 months)*
Acceptable proof of address:
  • Current Electricity Bill (dated within the last 3 months)
  • Current Gas Bill (dated within the last 3 months)
  • Current Landline Telephone Bill (dated within the last 3 months)
  • Current Water/Sewerage Bill (dated within the last 3 months)
  • Current full old style UK driving licence (non-photo card type driving licence)*
  • Current UK/EU photo card driving licence*
  • Correspondence from the DWP (Dept. of Work and Pensions)/Benefits agency (dated within the last 6 months)
  • Bank/Building Society/Mortgage/Credit Union or Credit Card statement (dated within the last 3 months)**
  • Local authority correspondence valid for the current year, e.g. Rate/Council tax (dated within the last 12 months)
  • HM Revenue & Customs/Revenue Commissioners correspondence, e.g. tax coding notice (dated within the last 3 months). Note P60 and P45 are not acceptable.

*These items may be used to evidence identity or address, but not both.
**This item may be used to evidence address and nominated bank accounts.

We can only accept photocopies of documents where each page has been certified in the style described, i.e. each page must be certified in original ink (we cannot accept photocopies of documents after they have been certified) and the certifier cannot appear as a named person within the document.

Any documents that are not correctly certified will be returned to you for re-certification.

Please do not send original documents as we’re unable to guarantee their safe return.

Please send the required information to:

Post Office Money Savings
PO Box 5179
Brighton
BN50 9UY

A relative cannot certify your identification. However, the following people can certify your identification:

  • Accountant
  • Barrister, Solicitor
  • Bank or Building Society Official
  • Commissioner of Oaths/Notary Public
  • Justice of the Peace
  • FCA registered broker/introducer
  • Post Office Official (UK only)
  • Attorney
The certifier must:
  • Write on each photocopy, 'I certify this is a true copy'
  • State their profession
  • Print their name, address and phone number (staff number or authorised signatory number if appropriate)
  • Sign and date the photocopy
OneFamily manage the Online ISA on behalf of the Post Office. For fraud prevention and so that we can comply with anti-money laundering legislation, an identity check needs to be completed at the point of applying for the Online ISA. As other Post Office Money savings products are managed by a different provider, this check will be independent of any previous checks carried out by providers on behalf of Post Office Money.

To log in to your Online ISA you'll be asked to provide your username and password that you selected when opening the account. You'll then be asked to confirm some information from your memorable questions.

If you can't remember your username please select 'I have forgotten my username' from the log in page.

If you can't remember your password please select 'I have forgotten my password' from the log in page.

If you have any further problems logging into your account please contact customer services on 0345 602 3409* who will be happy to help.

* Lines are open 9am to 5pm weekdays. Calls may be monitored and recorded for training purposes. Calls cost no more than calling 01 and 02 numbers and are included in free call packages from both landlines and mobiles.

You can pay in up to £20,000 between the different types of ISAs this tax year. (that's the period from 6th April to 5th April). For example, if you deposit £11,000 in a cash ISA with one provider, you can invest the remaining £9,000 ISA allowance into a different type of ISA with the same or another provider. You can only make deposits and/or invest in one of each type of ISA each tax year.

In certain circumstances we’ll require further proof of identity before we can accept a deposit by debit card. This helps us meet our regulatory requirements and protect our customer's security. In these scenarios, we would request an opening deposit by cheque or an ISA transfer (if you have an ISA with another provider). Before making a decision to transfer your existing ISA to us you should check if your current provider will charge a fee.

Please be assured once we’ve confirmed your identity and your Online ISA is open you’ll be able to use your debit card to make additional payments (providing this is allowed in the Summary Box).

You cannot currently transfer funds directly from another Post Office Money savings account into the Online ISA unless it is another ISA you already hold with Post Office Money. If funds are withdrawn from the Post Office Money savings account, you can then pay in to the Online ISA by cheque or debit card. Please be sure to check whether withdrawing funds from your existing Post Office Money savings account would incur any charges.

If you already have an existing ISA with another provider you can transfer your savings into your Online ISA.

Transferring funds from a previous tax year's ISA allowance will not affect your ISA limit for this tax year.

You can choose whether to use the transfer to pay in to an existing product (if additional transfers are allowed in the Summary Box), fund a new product or transfer the ISA into the Holding Account and then split your funds across the products of your choice.

Before making a decision to transfer your existing ISA you should check if your current provider will charge a fee.

When you complete the online application you’ll be asked how you’d like to fund the product you're opening in your Online ISA. From the drop down options select 'ISA Transfer' and press 'Next'.

The on-screen guidance will explain how to complete the transfer form. Please note, depending on which provider you are transferring funds from, you may need to print a paper form to send to us in the post (to the address below):

Post Office Money Savings
PO Box 5179
Brighton
BN50 9UY

We’ll inform you when your transfer has been completed.

Before making a decision to transfer your existing ISA to us you should check if your current provider will charge a fee.

Yes. You can transfer the value of your stocks and shares ISA to the Online ISA.

Please be aware that the Online ISA is a cash ISA. Once your stocks and shares ISA is transferred, these will become cash ISA funds.

Before making a decision to transfer your existing ISA to us you should check if your current provider will charge a fee.

Please note, there will be on-screen instructions provided when you request an ISA transfer, and you may need to print out relevant documents and send them to us by post.

Yes, if you have existing Post Office Money ISAs these can be transferred in the same way as any other ISA. When you are given the option to select how you wish to fund a new or existing product, select ISA transfer and then choose ‘Post Office’ as the provider and follow the on-screen instructions.

If you're unsure whether you'll be charged a fee for transferring your existing Post Office Money ISA, please contact us.

When you apply for the Online ISA, you'll be asked to select an available product to open within your account. This could include Easy Access products, Fixed Rate products and the Holding Account.

If you would like to split your deposit or ISA transfer across multiple products at account opening, you’ll need to choose the Holding Account. Once your Online ISA is set up and the funds are received, you’ll be able to log in to your Online ISA and move your funds from the Holding Account to the products of your choice.

Please note, the products or rates of interest on offer can be changed or withdrawn at any time. If you are using the Holding Account to consolidate or split your ISA savings before opening a specific product, there is a risk that the product or rate of interest you wanted will no longer be available by the time any funds are received.

Yes, you have 14 days from the date your Online ISA opens to cancel your account. You can let us know you’d like to cancel by sending us a secure message. If you decide to cancel, your Online ISA and any products you’ve opened within it will be closed and you’ll receive a full refund of any deposits made plus tax-free interest. Any returned deposits will not be regarded as having been paid into the ISA, and so will not count towards your ISA allowance for the current tax year.

If you do not cancel within the 14-day cancellation period and request to close your Online ISA after this date, your money will no longer benefit from the tax advantages of an ISA. If you’ve paid in to your Online ISA in the same tax year that you close it, you won’t be able to pay money in to another cash ISA in the same tax year.

You cannot ‘cancel’ individual products you've opened within your Online ISA. This means that unless you cancel your entire Online ISA within the 14-day cancellation period, any deposits you’ve made into your product(s) will count towards your annual ISA allowance.

Although you can’t cancel individual products, you can request to close any product held within your Online ISA at any time. Some products will also allow you to take partial withdrawals from them. You can request a withdrawal or to close a product by logging into your Online ISA. Any associated withdrawal restrictions or Breakage Charges will apply. You can find information about these within your Summary Box.

Additionally, if you’ve opened a Fixed Rate product that has a Breakage Charge for closing it during its fixed term and change your mind, the Breakage Charge will be waived providing you request to close the product within 14 days of it having opened. If you change your mind after this date, the Breakage Charge will apply, as detailed in the Summary Box.

To change your email address, residential address, telephone number or marketing preferences please log in to your Online ISA and visit your 'Personal Details' page. If any other of your personal details need updating you can contact customer services by sending a secure message.

Please note that for a change of name or date of birth we’ll require certified evidence of the change. For more information on how to certify documents, please see our FAQ ‘How do I certify my documents? (In the category ‘What identification do I need to provide?)

Once certified, please send your documents to us at:

Post Office Money Savings
PO Box 5179
Brighton
BN50 9UY

If you need to make a complaint, please contact us and we’ll do everything we can to resolve your complaint as quickly as possible, but please allow up to 5 working days for a reply.

When we first write to you, we’ll send you a summary of the procedures that we’ll follow when resolving your complaint.

If you want to contact us to make a complaint you can do so by sending us a secure message from your Online ISA or by writing to the following address:

Post Office Money Savings
PO Box 5179
Brighton
BN50 9UY

Alternatively, you can speak to our Customer Service Team on 0800 169 7500*.

If you are not satisfied with the response to your complaint, you may be able to refer it to the Financial Ombudsman Service. Making a complaint won’t affect your legal rights. You can contact the Financial Ombudsman Service by writing to:

Financial Ombudsman Service,
Exchange Tower
London
E14 9SR

0300 123 9123

www.financial-ombudsman.org.uk

email: [email protected]

*Our Customer Call Centre is UK based and open from 9am to 5pm weekdays. Calls to 0800 numbers are normally free from UK landlines and mobile phones. Calls may be recorded, monitored and used for training and compliance purposes.

There is a central European 'portal' which can redirect a complaint to the appropriate industry Ombudsman (eg Financial Ombudsman Service). This is aimed at helping EU residents who purchased a product online from a provider based in another EU country. It is always best to contact the product provider first but for further information go to http://ec.europa.eu/consumers/odr/

Please send your query to:

Post Office Money Savings
PO Box 5179
Brighton
BN50 9UY

Alternatively you can contact us on 0345 602 3409*.

*Open 9am-5pm weekdays. Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages. Calls may be monitored and recorded for training purposes.

You can contact customer services by writing to us at:

Post Office Money Savings
PO Box 5179
Brighton
BN50 9UY

Alternatively you can contact us on 0345 602 3409*.

*Open 9am-5pm weekdays. Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages. Calls may be monitored and recorded for training purposes.

†If you took out your ISA or product in your ISA before 01/12/2016 we will have provided a Product Factsheet. So you are aware, Product fact sheets were replaced with Summary boxes for ISAs and products opened on or after 01/12/2016).