About our new Online Services
I’m an existing Kent Reliance customer - how do these changes impact me?
Currently, you’ll only be impacted by our new Online Services system if you wish to open a new fixed rate bond with us. This will require you to register for our new system. We’ll ask you to validate some personal details such as your email address and mobile phone number. And you’ll then need to create a new username and password to manage and access your fixed rate bond account securely going forward.
If you have other accounts with us, such as a cash ISA or an easy access account, you’ll continue to manage them separately with your pre-existing login details until our Online Services system transition is complete.
I’m an existing customer and I’m trying to open a fixed rate bond – why am I being asked to register for Online Services again?
We’ve recently launched our new Online Services system. If you wish to open a fixed rate bond during this transitional period, you’ll be asked to register with our new system while still retaining access to our current system for all other accounts.
What changes are you making to Online Services?
We’re moving to a completely new Online Services system that allows us to offer the best possible customer experience through new features, products, and functionality. Benefits include:
- Improved security and protection for your accounts
- A quicker account opening process (less than 10 minutes)
- The ability to send and receive payments in real-time
- Regular updates with timely SMS notifications and monthly statements
- A paper-free online maturity process
- Access to important account documents whenever you need to e.g. Terms and Conditions
Currently, our new Online Services is available for fixed rate bonds only. Other products will be added later this year.
I’m an existing customer, I’ve recently opened a new fixed rate bond. Why do I need two different login details?
We’re currently moving our Online Services to a new system. As part of the transition, if you open a new fixed rate bond with us, you’ll need to register with our new system and set up a new username and password.
If you already have accounts with us and are registered with our pre-existing Online Services, you can continue to manage them separately using your existing login details. Please rest assured that this is only temporary. Once we’ve fully transitioned to our new system, you’ll be able to access and manage all your accounts with one set of login details.
Why can’t I see all my accounts when I log in to my Online Services?
Our fixed rate bonds are now available on our recently launched Online Services system. All other products remain on our pre-existing system for now. This means that during the transition period, some customers may temporarily need to use two sets of login details to view and manage all their accounts.
We're working to move all products to our new Online Services system as quickly and smoothly as possible, and we appreciate your patience as we complete this process.
I am currently maturing from a fixed rate bond. How do I open a new account and move my money?
Prior to maturity, we’ll contact you and outline all your available options. Please refer to the information provided in your maturity choices pack to guide you through this process.
I don’t have a mobile number or email address. What do I do?
To ensure optimal security, it’s essential that all accounts are associated with a mobile number or email address. The safety of our customers and their savings is something we never compromise. So unfortunately, without these details, you cannot open an account with us.
Will my existing account be moved over to your new Online Services?
We're not moving all accounts to our new Online Service system just yet. However, we do have some updates planned for later in the year. We'll make sure to keep you informed and explain how any changes might affect you as we approach them.
Will you be launching any other savings accounts through your new Online Services?
Yes. Over the coming months, we‘ll be launching new products onto our new Online Services system as we continue to expand our customer offering. Our website and support pages will be updated as the new products become available, and of course we’ll keep you updated along the way.
How do I open an account with an operator/3rd party/POA?
Currently, you cannot open an account on our new Online Services system via an operator or authorise an operator to open an account on your behalf.
However, you’ll be able to do this in future. You can, add an operator once an account has been opened, but please note that whilst we’re in the process of building our new online services system and gradually adding new functionality, for the time being you will need to call us after each additional account you take out to add 3rd party authority to it.
Why are cheque payments/withdrawals not accepted?
We’re moving towards a more streamlined, secure and efficient offering which includes all payments being made electronically.
Login help
How do I find my User Identification Number?
Your User Identification Number, consisting of numbers only, was emailed to you when you registered for Online Services.
How do I find my Username?
You would have created your Username when you opened your Fixed Rate Bond and an email confirmation would have been sent to you.
If you have forgotten your Username, please click here and we can send you a reminder.
How do I know if my account has a User Identification Number or a Username?
If your account number has a combination of letters and numbers, for example ABC1234567SNA and you manage your account online, you will have a User Identification Number.
If you have an account number that consists of numbers only, for example 12345678 you will have a Username which you created when you applied for your account. Click here if you would like a reminder.
Joint accounts
Inviting a joint account holder
Before you start, be sure to discuss this with the person you’d like to save with as you’ll need to give us some personal details about them so we can send them an invitation.
Once your account is open, you can invite the other account holder to join you. Everything you’ll need to know about this will be in the on-screen instructions and the confirmation emails we send you.
If you open a sole account but later decide to invite someone, you can do this by choosing the account in our Online Services and clicking ‘add a joint account holder’ to send the invitation.
Invited to join an account?
If you’re already a customer on our new platform, you can simply login to our Online Services and your invitation will be waiting for you to accept, enabling you to save together in minutes.
If you haven’t applied for an account on our new platform already, you’ll be taken through our quick application process before you can join the account.
Things to consider before applying in joint names
- Only the account holder who first applied for the account can choose and instruct where interest payments are to be made – whether to the joint account or their Nominated Account. This can’t be changed.
- Money held in the account is owned equally by both account holders, either account holder can withdraw and close the account without the permission of the other. Any withdrawals will be paid out to the nominated account of the holder who requests the payment.
- If the minimum account balance isn’t met before the end of the funding window, we’ll assume that you no longer require the account, and it will be closed. If both of you have added savings, the balance and interest (if payable) will be returned in whole to the customer who first applied for the account.
It’s important you read the Key Features and Summary Box, together with the Savings Account Conditions before applying, to ensure the account and the way you manage it is right for both of you.
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