Digital Savings - frequently asked questions
Browse our FAQs below - or use the links to jump to the section with the information you're looking for
How do I register for digital savings?
The fastest way to become digitally enabled is to self-serve via our quick and easy automated process. We re-launched our online services in July 2024 and if you previously had access to view your accounts online, you'll need to create a new digital profile with us. We’ll take your details and try and find your records before checking your ID digitally.
You’ll need a passport or driving licence to be able to self-serve. If you don’t have either of these documents, please let us know by emailing digitalsavingsteam@furness-bs.co.uk.
We recommend that you start your journey on a smartphone if you can. This tends to be the easiest approach due to its superior camera technology - and the ease in which you’ll be able position the camera over your ID documents. Register now
If you don’t have smartphone access - don't worry, you can continue on any device of your choosing
If you don’t yet have a savings account with us, you’ll register for digital services at the same time as opening your account. You can’t register for the service if you don’t hold any accounts with us. Please choose a savings account and open it online
Once you've registered with us you'll be prompted to download our app from the Apple Appstore or Google Playstore
Do I need any documentation to register?
Yes, you’ll need some identification in the form of either a passport or driving licence. If you don’t have either of these documents, please let us know by emailing digitalsavingsteam@furness-bs.co.uk.
Do I need to re-register if I previously registered for eSavings?
Yes. We’ve moved to a brand new system - rather than upgrading our existing provision - and we want you to be able to take full advantage of its new features.
This involves ensuring access to your accounts is secure and the personal info we have for you is up to date.
It saves us troubling you again in the short term and protects you from fraud. It will only take a few minutes and it’s definitely worth it!
How do I login for the first time?
To log in, you’ll need a Furness savings account and to have registered for digital services. If you’re not registered, please do so here
Once registered , you need to set your password using the "Forgotten credentials" link.
Once set up, you’ll be able to choose how you log in next time by enabling touch or face ID (if your device supports it).
What is the Personal Savings Allowance?
The introduction of the Personal Savings Allowance (PSA) in 2016 means that most people don’t pay tax on any interest generated through savings - also known as a savings income.
The allowance is £1,000 for basic rate taxpayers and £500 for higher rate taxpayers - there is no allowance for additional rate taxpayers. If your total taxable income is less than £17,000, you’ll pay no tax at all on your savings income no matter how much it is.
Interest generated through Individual Savings Accounts (ISAs) doesn’t count towards the Personal Savings Allowance as this is already free.
If you have any savings income over and above your allowance, you’ll have to pay tax on this. HMRC usually collects what you owe by changing your tax code.
You can find more information on tax on savings interest here.
How do I download the app?
Visit the App Store (iOS) or Google Play Store (Android), depending on your smartphone’s operating system, and search ‘Furness Savings’. Alternatively using the following download links:
iOS
Download our Furness Savings App
Android
Download our Furness Savings App
Can I access my savings both on the web and via a mobile app?
Yes, you can use both the Furness Savings mobile apps (iOS or Android) and the web platform to access your savings accounts, whichever is most convenient for you at the time.
Using online services
Information on how to use the features within our digital platforms; Online, iOS or Android
How do I view my balance?
When you log in to the Furness Savings app, you’ll land on the ‘My Accounts’ screen.
The balance of each account can be viewed here - and you can click on the individual account to view all transactions from that account.
How do I view my statements?
Desktop - login and select ‘Download Statements and Documents’ from the ‘Quick Actions’ menu on the right hand side.
Smartphone / tablet - select the account you wish to view a statement for and choose ‘Statements’ when in the detailed account view.
Can I filter/search transactions within the app?
Yes, you can search for transactions by amount, date or type (credit or debit) when in the detailed view of your account.
Can I set up and/or cancel future payments?
No, but you can give us instructions to make payments which will be made to you by the end of the next working day.
How do I update my personal details?
You can update your personal details in the ‘Profile’ section on your device. This is found in ‘Self Service’ tab on a desktop (see below):
or within the ‘More’, 'Profile and Security' menus on a smartphone or tablet.
You can update any details we hold - other than your date of birth.
We’ll always need to retain certain details, so you cannot completely delete your address, email or mobile number without replacing them.
All updates are immediate other than your address, which we’ll we need to carry out some checks on before updating your records. This will be completed within 48 hours and you may see your old address in the meantime,
Can I change/view my nominated account?
You can add and delete as many nominated accounts as you wish on any device.
These must be in your own name and we’ll perform an electronic check to make sure everything matches.
You can’t edit an existing nominated account.
This is found in ‘Transfers’ on a desktop device
and ‘Move Money’, 'External accounts' on a smartphone or tablet.
Can I add/remove an account holder?
No. If you have queries around joint account setup, please contact us using the secure message function within the app.
Can I send and receive secure messages?
Yes and you can do this from within the ‘More’ (3 dots) menu from any device.
How do I close my account?
The Furness Savings app allows you to close any account you can access, within the terms and conditions of that account. E.g. you can’t close a term account before it has matured.
To close an account, select the account in question from your ‘My Accounts’ screen and then "Account details" to find the “close account “ option.
Then follow the instructions on screen.
How do I transfer money from my savings account to my nominated account using the app?
You’ll first need to set up the nominated account which you do from the ‘External Accounts’ option within the ‘More’ menu on any device.
Enter the account details and provide a nickname if you wish. We’ll do a quick check to make sure we can find the account with the bank/building society in question and you’ll be ready to go.
The nominated account will remain in place until you delete it.
To move money, go to the ‘Transfers’ section on a desktop or ‘Move Money’ section on the app.
Choose the ‘From’ and ‘To’ accounts and confirm.
Can I withdraw money and send it to anywhere other than my nominated bank account?
No. Anti-money laundering rules prevent us from allowing this and this is made clear in our Terms and Conditions when any account is opened.
How do I use Live Chat?
Live Chat is available in the Furness Savings app and online.
It is monitored and responded to by a real life member of our team from 8am-6pm, Monday to Friday.
Outside these times if you submit a message, you won’t receive a response until our team are back online.
How do I open a new account from within the app?
You can open a new account within the ‘My Accounts’ screen. Just click the ‘New Account’ button and we’ll guide you through the journey.
As we already know who you are and have verified your identification, you can complete the process quickly and easily.
It takes us a couple of minutes to set up the new account before you’ll see it within your ‘My Accounts’ tab along with all your other accounts.
How do I fund a new account?
The easiest way to send money to your account is via an electronic transfer from your current account. You can use the following bank details to instruct your bank to send money to your Furness account by faster payment:
Sort code: 15 - 10 - 00
Account number: 23114065
Reference number: Your 9 digit Furness Account Number
How long will it take to receive my money when I make a withdrawal?
If you use the app to instruct us to withdraw from your savings and send it to an external account, you’ll receive the funds by the end of the next working day, in accordance with the T&Cs of your account.
If you transfer to another account you hold with us, we’ll move the money immediately.
Can I provide notice to withdraw through the app?
Yes. Contact us with via the secure message facilities informing us of the amount you wish to withdraw and we’ll set this up for you.
Once the notice has been added to your account, it will be indicated on the account in question when you view it from your ‘My Accounts’ page.
Will you still send me letters in the post?
We’re trying to be greener, so anyone registered for digital savings will receive information from us digitally by default.
I have a maturing account - can I give you instructions through the app?
Yes. As soon as you’re able to provide us with instructions, your account will have a marker added to it within ‘My Accounts’.
Select the account you want and follow the instructions to tell us what you want to do. For example, roll over to a new account (we’ll advise you of your options), transfer to another account with us, or withdraw your balance.
If you wish to split the balance (leaving some in your Furness account and withdrawing the rest), please send us a secure message and we’ll sort this out for you.
I have an ISA with another provider and want to transfer the balance to an ISA with FBS - can I do this?
Yes. First open the ISA account with us (if you haven’t already) and then select the account from the ‘My Accounts’ screen.
Choose the ‘ISA Transfer’ option and complete the details we need.
We’ll handle the rest and let you know once you’ve received the funds into your account.
My account details mention a BIC - what is this??
This is part of the standard info included within our app and not anything you’ll probably need. It’s how we’re identified in the international banking system.
You can read more here: https://gocardless.com/guides/posts/what-are-bic-and-swift-bank-codes/
General information about our online services
More information about the way we work with you online
Can I use the app on multiple devices?
Yes, you can download the Furness Savings app on any number of devices.
You can manage your registered devices from within the application
Can more than one account holder register on the same device?
No, for security reasons, only one registered customer can access the Furness Savings app on a single device.
What should I do when changing devices?
If you change your smartphone or tablet, you’ll need to set up the Furness Savings app again on the new device, following the same process as when you first used it.
We also recommend you delete the app from your old device and remove this device from your profile.
You can do this within the Self Service tab on a desktop device - or by contacting us through a secure message in the app.
What are biometrics?
Biometrics are physical characteristics unique to each individual and used for identification purposes, such as through facial recognition or fingerprint scanning.
Biometrics are available on most modern devices to enable you to login easily and securely.
Are there any charges for operating my account via app and online?
Download and use of the Furness Savings app is free of charge. However, your internet or smartphone service provider may charge you for data when using the app.
Why does the mobile savings app have an update required?
Occasionally, we may update the app to add new features or enhance performance and will ask you to update the app to ensure you have the best experience.
Updates will be made available through the App Store and Google Play Store.
You can control whether you receive these automatically or not through your device settings.
What should I do if I need to speak to someone?
You can contact us via secure message within the Furness Savings app. Alternatively, please visit https://www.furnessbs.co.uk/contact-us
What support do you have in place for vulnerable customers?
It’s very important to us that all our members feel comfortable and confident in their interactions with us. Our colleagues are trained to assist customers with specialist needs, situations and circumstances.
If you have any special requirements or need assistance managing your account, there are a number of options for contacting us in a way that’s comfortable and convenient for you.
You can send us a secure message through the app, call us on 0800 781 4311, use our online form or visit us at your local branch. We're here to support you.
Can I still access my savings accounts over the phone and in branch?
Yes, you can still access your savings accounts by calling us or visiting one of our nine branches.
Our new digital savings experience is not replacing either of these points of service.
We’re committed to keeping our branches open and maintaining our valued place on the high street.
Your security
Information on how we keep you and your money safe when working with you online
How secure is the app?
Ensuring your money is safe and secure is our number one priority across all our services.
Access to the Furness Savings app is via touch or face ID or PIN number and this is unique to you and the devices you are linked to.
Only your login information will work on your app.
If you don’t use biometrics then access can only be gained via a one time passcode each time you access the app.
What security measures are in place for digital savings?
We regularly test, update and validate our security features to ensure we maintain the highest level of protection.
What should I do if I’m locked out of the app?
If you fail to provide the correct login information multiple times in a row, we’ll block further online and app access to your accounts for security reasons.
You’ll need to contact us to have your access restored.
Please email digitalsavingsteam@furness-bs.co.uk.
What should I do if my device is lost or stolen?
You’ll need to log in to Furness Savings online and remove the device you no longer use.
You can see your registered devices in via the Self Service tab on a desktop device. Please contact us to help if you’re unable to do this immediately
You’ll be able to download and reinstall the Furness Savings app on a new device, following the same process as when you first used it.
Can I change my password and/or pin number?
Yes, you can do this in the app and online.
How do I update my biometric data?
Face and touch ID can be updated within your device’s settings and permissions.
Someone else may know my online account password - what should I do?
It’s extremely important that only you know your account password.
If you suspect it has been compromised, please log in to Furness Savings online and change it immediately.
You can also change your password via the Furness Savings app.
What do I do if I suspect fraud on my account?
Please contact us immediately to discuss your concerns by calling 0800 781 4311.
Why do I need an extra layer of security?
We take your security online very seriously and use two-factor authentication to provide an extra layer of protection.
Your extra layer of security can be either your secure passcode within our app or your one time code.
What’s the difference between a Secure Passcode and a One Time Code?
When you register for Furness Savings online, you’ll be asked to choose between a secure passcode (for app users) or a one time code - as an extra layer of security.
You’ll need this every time you log in but won’t be asked for it again unless you’re carrying out certain activities.