Customer Guide

Barnsley Building Society is a trading name of Yorkshire Building Society, the UK’s third largest building society. At the Barnsley, we strive to assist members by providing a wide range of key financial services. These include:

• Savings and Investments
• Buying a home
• Borrowing money
• Insurances
• Travellers Cheques and Foreign Currency
• Credit Cards

The Barnsley aims to help customers manage their money matters safely and successfully and we pride ourselves on our open and friendly manner. If you would like further details about any of our services, contact your local Barnsley branch or the Barnsley Building Society Customer Services Department, Permanent Building, Regent Street, Barnsley S70 2EH, Telephone 0800 923 0045, or click here to fill in one of our on-line forms.

The Services We Offer

Our services fall broadly into three categories:

• Savings and investments
• Mortgages
• Other related financial services

Savings And Investment

The Barnsley offers a secure home for your savings with a range of attractive returns dependent upon the amount you wish to save and how quickly you wish to have access to your funds.

Instant Access Accounts

These enable you to invest and withdraw money immediately without having to give prior notice. Some offer tiered rates with a higher level of interest dependent upon the balance held within the account. Further information regarding the various accounts of this type is available here.

Easy Access Accounts - online

The e-save online savings account also offers easy access to savings. This account differs from the standard instant access accounts due to its online availability. You will be required to give your bank details in order to operate the account. There are no restrictions regarding withdrawals. These will be made directly to the nominated bank account associated with this savings account. This account can only be operated online and offers a standard rate across all balances. No joint or trustee accounts are available under the online process.

Higher Interest Notice Accounts

These accounts usually require you to give notice before withdrawing funds. You have the option of either waiting for the end of the stated notice period, or incurring a loss of interest earned on the withdrawal if it is taken within the notice period. They have tiered rates which offer a higher level of interest dependent upon the balance held within the account. Further information regarding the various accounts of this type is available here.

Tax Free Cash ISA

This account has been developed under Government guidelines to offer a tax-free method of saving. Falcon Cash ISA, as the name implies, takes a cash component only. Further information regarding this account is available here.

Monthly Income Accounts

These accounts pay interest on a regular monthly basis at premium interest rates on sums starting at £10,000. They require specific notice periods for withdrawals, but also carry the option of incurring a loss of interest earned on the withdrawal if it is taken within the notice period. Further information regarding the various accounts of this type is available here.

Falcon FlexiSave

Falcon FlexiSave is our most flexible account with an attractive interest rate. It allows for monthly saving, but does not restrict you to saving a set amount per month, nor do you have to save every month. You choose the amount you wish to save and when. The only restrictions are that just three withdrawals are permitted and deposits cannot exceed the account maximum of £6,000 per calendar year. Further information can be found here.

Age-Specific Accounts

Trustee Accounts

Many customers like to set up savings accounts as a trustee for small children. This option is only available where the child is under 16. Trustees should note that once the child reaches 16, the trustee will be automatically removed from the account and the child is then free to operate it as their own. When an account is set up for a named child and a third party acts as a trustee on the account, the funds held in the account must be used for the benefit of the named child.

Falcon First (Ages 0-16)

This account caters for children’s savings from £1 up to £10,000. It offers instant access to the balance with no withdrawal restrictions and an attractive interest rate regardless of the amount invested. See more information here.

Junior Reds Saver (Ages 0 – 16th birthday)

Junior Reds Saver is an account for juniors which is linked to Barnsley Football Club. It offers the same rate as the Barnsley children’s account but offers some additional incentives specifically for junior Reds supporters. See here for further details.

As an affinity account, the Club receives a bonus payment annually from the Barnsley on behalf of Junior Reds Savers equivalent to 0.5% of the average daily balances held within the account type as a whole. This is paid to Barnsley FC Academy to assist with the future development of youngsters in the area.

Falcon Club (Ages 16 - 23)

This account follows on from the Barnsley’s Falcon First account and caters for young adults from 16-23 who wish to develop their savings up to a maximum of £10,000. It offers instant access to funds with no withdrawal restrictions and an attractive interest rate regardless of the amount invested. Incentives are offered on 17th, 18th and 21st birthdays, as detailed here.

Falcon 50 years+

This account caters for individuals who are aged 50 and over. It offers tiered interest rates which pay a higher level of return, dependent upon the account balance. The account requires notice for withdrawals and also offers a monthly income option for those wishing to take a regular income from their savings. See more information here.

Affinity Accounts

The Barnsley currently offers two affinity accounts, Reds Saver which is available to all Barnsley Football Club supporters and Saving Saves Lives, which is available to all supporters of the Yorkshire Air Ambulance Charity. Both accounts work in similar ways, offering the investor an enhanced rate of interest and instant access, with the Barnsley paying the associated organisation an annual bonus payment equivalent to 1% of the average daily balance held within the account type as a whole, on behalf of the account holders.

The Reds Saver affinity also offers a Junior Reds Saver option which is outlined here.

For further details please click here.

Mortgages

We have a selection of mortgage products which offer solutions to the wide ranging requirements of today’s homebuyer. Our Mortgage Advisers will be pleased to discuss which product may be the most appropriate for your individual circumstances. We can also offer additional mortgage loans to existing borrowers for home improvements or other personal spending.

Insurances

We arrange insurance cover for a wide range of risks for your home and its contents. We will also provide quotations for the cover of more specialised requirements, should the need arise. Cover is arranged in conjunction with a major insurance company who can provide the best combination of protection and value.

Travellers Cheques and Foreign Currency

When travelling abroad, don’t forget that you can use our competitive travel money service to order travellers cheques and foreign currency at any Barnsley branch.

Credit Cards*

We also offer our customers a Barnsley Building Society Credit Card which has the backing of Mastercard and is provided by MBNA Europe Bank Limited. In addition to many other benefits, the credit card has a low interest rate and attracts no annual fee.

*The Barnsley Building Society Credit Card is issued by MBNA Europe Bank Limited. Credit is available to UK Residents, aged 18 or over, and is subject to status. MBNA Europe Bank Limited is authorised and regulated by the Financial Services Authority and is entered on the FSA’s register with FSA Register Number 204487.

Registered Office Address: Stansfield House, Chester Business Park, Chester CH4 9QQ. Registered in England No.2783251. To improve the quality of service, MBNA Europe Bank Limited may monitor or record telephone calls.

The Way We Work

Proof Of Identity

The Financial Service and Markets Act 2000 brought with it the requirements for banks, building societies and other financial organisations to identify their customers.

Criminals steal identities and addresses to cover up their illegal business dealings, and having your identity checked is just one way in which we can protect you and the financial system from activities that may have links to terrorist organisations.

As a customer of the Barnsley, there may be times when you could be asked for proof of identity. Such a request is most likely to happen in one of three circumstances:

• Where previous identity checks took place before these new regulations became law and we are required to ensure that our information is up to date.
• Where we want to ensure that we are keeping our customers’ accounts safe and guarding against instances of stolen identities.
• Where we are required by the law to guard against fraudulent financial activity and instances of money laundering.

For further information regarding this issue, a Financial Service Authority Consumer Helpline is available on 0845 606 1234.

Opening an Investment Account

Before you open an account with us we will provide you with full written details of the product including Terms and Conditions, to ensure that they match your requirements. We will also provide current interest rate information. Our investment application also includes a section regarding Charitable Assignment, which is explained here.

Accounts can be opened at any Barnsley branch, by post or online. Where a current passport or photocard driving licence is produced (full or provisional), no other item of identification will be required (except in non-face to face applications).

Otherwise we will carry out electronic verification of your personal identity and address. If this proves unsuccessful, you will be asked to provide a combination of other documentary evidence. Examples include:

• CURRENT FULL UK DRIVING LICENCE (OLD VERSION)
• BENEFIT BOOK (or letter no more than 6 months old from Benefits Agency confirming benefits)
• HMRC TAX NOTIFICATION – Current Tax Year
• RESIDENCE PERMIT ISSUED BY THE HOME OFFICE
• BIRTH CERTIFICATE
• BLUE DISABLED DRIVER’S PASS
• MOST RECENT UTILITY BILL or PAYMENT BOOK (e.g. Water Rates)
• BANK, BUILDING SOCIETY STATEMENT (the most recent and showing current address)
• MOST RECENT MORTGAGE STATEMENT (less than 12 months old and from a recognised lender)
• Computer produced document from a regulated financial sector firm e.g. Insurance Renewal, Endowment bonus certificate
• CURRENT LOCAL AUTHORITY OR PRIVATE RENT BOOK OR TENANCY AGREEMENT
• COUNCIL TAX BILL (current year)
• SOLICITOR’S LETTER CONFIRMING RECENT HOUSE PURCHASE (in such cases the previous address should also be verified)
• HMRC CORRESPONDENCE (Current Tax Year)
• FOREIGN PASSPORT (outside EU) also require a valid VISA – this is usually a stamp in the back of a passport or a residence permit from the Home Office
• EU PASSPORT must be accompanied by a letter from the Customer stating that they are a permanent UK resident
• Enduring Power of Attorney (in respect of the donor) must be registered with the Court Of Protection and bear the stamp of the Court
• Lasting Power of Attorney

If the account is opened remotely (i.e. not in person) and the electronic verification is not successful you will be asked to provide four separate items of identity. Details will be provided. If sending information by post, please do not send originals, but send certified copies only.

Cooling Off Period

If, after careful consideration, you decide that you are not happy with your choice of savings or investment account(s) and you bring this to our attention within 14 days of your initial receipt, we will help you to either switch accounts or return your money with any interest earned over that period. We will ignore any notice periods and additional charges in these cases. Fixed rate accounts are excluded from this concession. If you do change your mind please contact your Barnsley branch or call the Customer Services Department.

Please note: Cheques paid in within the 14 day period will have to clear before a refund can be given.

Cheque Transactions

When you write a cheque, it will help to prevent fraud if you clearly write the name of the person you are paying the cheque to and put extra information about them on the cheque especially if you are not personally paying a cheque in (for example, because you are sending a cheque by post).

Paying cheques in: If you are paying a cheque into your account, do not make it payable simply to the Barnsley Building Society. Add further details in the payee line (for example, Barnsley Building Society re: J Jones, account number xxxxxx). You should draw a line through unused space on the cheques so unauthorised people cannot add extra numbers or names.

Withdrawing cheques: Cheques withdrawn from accounts need to include the name or the account number or reference number of the recipient to whom the amount is payable.

Cheque Clearance

The central clearing cycle for cheques and automated payments is normally 3 working days. As we are not a clearing bank we will normally treat cheques as cleared on the fifth working day following the day of receipt. Cheques paid in on a non-working day will be treated as received on the next working day (working days exclude Saturdays, Sundays and Bank Holidays). Automated payments
will be treated as cleared on the day of receipt. We will not regard a cheque drawn on a bank with an address outside the UK as cleared until we have received the cleared funds for your credit. This means that you may not be able to withdraw against such a cheque for a period which is longer than set out above and which may be up to 25 working days from the date of receipt of the cheque.

Joint Investment Accounts

Many of the Barnsley accounts can be opened in joint names, If you have a joint account, the person who is named first on the account is known as the 'representative joint' member and is the person entitled to vote at and receive notice of general meetings of Yorkshire Building Society (subject to certain criteria). It is therefore important to take this into consideration when opening a joint account. You can, however, change the first named person at a later date provided that all joint account holders agree to the change. For more information on membership please see the section below.

You should consider your withdrawal signing options with accounts requiring joint responsibility: for example, if you set up your account as either party to sign, only one signature is required to withdraw funds from that account.

To add further security to your joint account you could consider setting your account up as ‘both to sign’, where more than one signature is required to withdraw funds. Should you end up in dispute with the other party, the Barnsley has the ability to freeze the joint account upon request, to ensure that both parties agree with the final destination of the funds held within it. This temporary measure allows for communication between the Barnsley and all parties involved.

This may also be applicable in relationship breakdown where joint funds may require apportioning to other alternative accounts. In the unfortunate event of the death of one of the parties, the account becomes the property of the remaining account holder. As such, the account will be transferred into the name of the remaining account holder for continuing use. This is legally binding and takes precedence over any arrangements laid down in a will.

How Interest is Calculated

Interest is calculated on a daily basis. If you ask us, we will give you a full explanation of how we work out interest.

We do not issue savings account statements after interest has been paid against your account automatically but your passbook will be updated on request either over the counter or by post. Should there be any discrepancies please contact your local branch or our Customer Services Department.

Protecting Your Account - my@ccounts

Please take care of your passbooks and any additional details you may require to either operate your account online or to view your balance through the my@ccounts service.

It is essential that you tell us as soon as you suspect or discover that your passbook has been stolen by telephoning your local Barnsley branch or the Customer Services Department. How to register concerns regarding your online account security is available online through the help section.

If you change any of the personal details we hold on record for you, please ensure that you let either your local Barnsley branch or Customer Services Department know at your earliest convenience.

Changes in Terms and Conditions/Closure of accounts (Savings Accounts)

Occasionally terms and conditions regarding your savings accounts may change. If this occurs, the Barnsley will give you notice in accordance with the account terms and conditions, which can be found in the account literature and on this website.

Under normal circumstances, we will not close your account without giving you at least 30 days’ notice. Examples of circumstances which are not ‘normal’ include threatening or abusive behaviour towards staff.

Mortgages

Choosing a Mortgage

Information about the various types of mortgages available can be obtained by speaking to staff at any of our branches or by calling our Customer Services Department.

Branch-based mortgage advisers are fully qualified to be able to offer advice regarding the type of product that would be best suited to your particular circumstances and requirements or, should you prefer, information on our range of products which will allow you to make your own decisions. Full details of the various interest rates available can be obtained from any of the Barnsley’s branches or our Customer Services Department.

Interest Rates

The Barnsley operates a standard variable rate. As the name suggests, the rate of interest can vary upwards or downwards. At the end of special deals, many borrowers may pay this rate, so even if you initially opt for a special deal, you should take note of it.

For new borrowers, the Barnsley usually offers a range of special deal products with a specified end period. Typically these are either fixed rate mortgages or Bank of England tracker mortgages. A fixed rate mortgage has a fixed rate of interest for a given period. Choosing a fixed rate mortgage allows you to plan your finances, safe in the knowledge that your mortgage will not be affected
by interest rate fluctuations during the period in which the fixed rate applies.

A Bank of England tracker mortgage has an interest rate set at a certain level in relation to the Bank of England Base Rate. As the Bank of England Base Rate is variable, it can go up or down during the term, causing the interest rate you pay to vary. All borrowers are notified of the terms and conditions that apply to their mortgage. After the agreed deal period the interest generally changes to either the Barnsley’s standard variable rate, or to a pre-agreed reversionary rate for the remaining term of the mortgage.

Full details of the various interest rates available can be obtained from any of the Barnsley’s branches or Customer Services Department.

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.

The Mortgage in Operation

Whenever you borrow money from us, we will let you have details of the terms and conditions and the rate of interest applicable to your mortgage. We will tell you about the monthly payments you need to make and any charges during the life of the mortgage. For mortgages based on our standard variable rate we will tell you about any increase in your interest rate before or as soon as possible after it is to take effect . Shortly after the 31st December each year, you will be sent a statement detailing the transactions made on your account during the past year.

Financial Difficulties

Should your personal circumstances change and you experience difficulties in making repayments, you should contact us quickly, as doing so will help us to try and make suitable arrangements before serious arrears develop.

The Barnsley will be as sympathetic as possible in genuine cases of hardship. You can also get help and advice from debt counselling organisations. At your request and with your consent, we will liaise, wherever possible, with debt counselling organisations that we recognise, for example:-

• Citizens Advice Bureau, or
• Money Advice Centres, or
• The Consumer Credit Counselling Service.

Charges and Fees

Up-to-date information on any charges and fees associated with mortgage and investment accounts, as well as cheque clearance periods and rules concerning overdrawn accounts, can be found here.

Membership

The Barnsley Building Society is a trading name of Yorkshire Building Society which is a mutual organisation. Although Barnsley Building Society is operated as a separate brand, with its own range of accounts, if you open a savings (share) account or take out a mortgage with the Barnsley then you will become a member of Yorkshire Building Society.

As a mutual, Yorkshire Building Society is run for the sole benefit of its existing and future members and does not have a separate group of equity shareholders. Yorkshire Building Society is committed to bringing the benefits of membership to an increasing number of people through competitive saving accounts and mortgage interest rates, and a high level of customer service. This commitment is underpinned by the security offered by our exceptional financial strength, built up over 150 years.

Charitable Assignment

We wish to avoid disruption to our business caused by speculators and allow customers access to our competitive savings accounts and mortgages. Therefore all new customers opening a savings account or applying for a mortgage with the Barnsley, which confer membership of Yorkshire Building Society, are required to agree to assign any windfall conversion benefits to which they might become entitled to the Yorkshire Building Society Charitable Foundation (“the Foundation”). This agreement will continue for a period of 5 years from the date you become a member irrespective of the number of investment and mortgage accounts you open in that 5 year period. At the end of the 5 year period, you will be entitled to keep any windfall conversion benefits which may arise after that date. In certain circumstances Yorkshire Building Society may not apply this requirement e.g. on the death of an investor (who was not subject to the  charitable assignment) where the money is transferred into a new customer account opened by a beneficiary. A further example is where you were a member of Barnsley Building Society immediately before its merger with Yorkshire Building Society and have been a member of Yorkshire Building Society since that date, you will be treated as having made a declaration agreeing to assign any windfall conversion benefits to the Foundation (subject to your personal circumstances) and you are therefore not treated as a new member for these purposes.

The Yorkshire Building Society Charitable Foundation is a registered charity which provides financial assistance to local charities and good causes, and acts as a focus for our charitable giving. It forms part of our commitment to such charities and good causes and actively seeks to obtain recommendations for suitable charities to support from all members. For further details about the Charitable Foundation, please contact your local Barnsley branch.

Data Protection

The Barnsley complies with the requirements of the Data Protection Act 1998 that lays down principles for good information handling in relation to personal data.

The Barnsley’s mortgage and investment application forms contain a statement on data protection, which explains how the information you provide Barnsley with, is used. This statement should be read fully before opening an account. If you do open an account with the Barnsley, please assist us in keeping our recorded data current by advising us of any changes that may occur in your personal details, such as possible address or name change.

The Act gives you the right to access your personal details held on file by an organisation such as ourselves. We will be happy to provide you with a copy of these details upon receipt of your written request, which should be addressed to the Data Protection Liaison Officer at our correspondence address set out on the back of this leaflet. A nominal fee is payable for this information as detailed on our ‘Charges and Fees’ page.

Confidentiality

We go to great lengths to protect the right to confidentiality of all our customers. We will treat all your personal information as private and confidential. Nothing about your accounts or your name and address will be disclosed to anyone, including other companies in the Yorkshire Building Society Group, other than in four exceptional cases permitted by law. These are: If we have to give the information by law.

If there is a duty to the public to reveal the information. If it is in our interests to give the information (but not for marketing purposes). If you ask us to reveal the information, or if we have your permission.

You will be reminded every three years of your right to withdraw your consent to receive Marketing/Advertising material. Please note that as Barnsley Building Society is a trading name of Yorkshire Building Society your personal information will be shared between both the Yorkshire Building Society and the Barnsley, where appropriate and where necessary.

Members with Disabilities

The Barnsley takes its responsibilities under the Disability Discrimination Act very seriously and makes every effort to ensure that access to the Barnsley is easy for those with disabilities. If you have any issues, please feel free to contact your local Barnsley branch or our Customer Services Department and we will do our best to offer assistance to suit your requirements Our printed material is available in alternative formats, e.g. large print, Braille, or on audio tape/CD. Please contact your local branch or call us on 0800 923 004. We also offer a textphone facility on 0845 1200851.

Our Complaints Procedure

Our customers are our top priority, and we work hard to provide you with the best possible service. However, if at any time you think we haven’t met your expectations, please let us know.

You can contact us as follows:
By telephone – 0800 923 0045
By email – service-quality@barnsley-bs.co.uk
Web Site – www.barnsley-bs.co.uk
By letter – Customer Services Department
Barnsley Building Society
Permanent Building
Regent Street
Barnsley
S70 2EH

If we are unable to deal with your concerns by close of business the next working day, we will acknowledge your complaint to let you know we are dealing with it. Our aim is to provide you with a response within 14 days but where this is not possible, we will keep you informed of the progress at regular intervals. We are able to resolve the majority of issues directly with our customers. However, if you still feel that matters are not resolved once our Final Response has been issued, you have the right to refer matters to the Financial Ombudsman Service (FOS) of which Yorkshire Building Society is a member. We have 8 weeks in which to provide our Final Response. Contact details for the FOS are:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR
Tel 0845 080 1800

We will send you a leaflet with our Final Response and you will then have 6 months from the date of our letter to refer your complaint to the FOS.

Financial Services Compensation Scheme

Yorkshire Building Society is a participant in the Financial Services Compensation Scheme (‘the Scheme’). You may be entitled to compensation under the Scheme if Yorkshire Building Society cannot meet its obligations. This depends on the type of business and the circumstances of the claim. As a result of recent changes to the Scheme, a member who had savings accounts with both the Barnsley Building Society and Yorkshire Building Society prior to the merger of the two societies (which was on 31 December 2008) will be entitled to a limit of £50,000 per individual for each of the Yorkshire Building Society and Barnsley Building Society ‘brands’ following the merger. This double limit is only a temporary measure until 30 September 2009. The FSA will be reviewing the Scheme in early 2009, including the rules surrounding whether deposits are covered on a legal entity, a ‘brand’ or an ‘account’ basis, before a permanent solution is put in place which is expected to be by 30 September 2009.

The Banking Code

With your interests in mind, Yorkshire Building Society subscribes to the Banking Code which sets standards of good banking practice for financial institutions to follow. A copy of the Code is available on request. Compliance with the Code is monitored by the Banking Code Standards Board. The Code, therefore, provides valuable protection for you the customer when dealing with us on a day-to-day basis and in times of financial difficulty.

The Barnsley will communicate with you in English.

Your home may be repossessed if you do not keep up repayments on your mortgage.

Written quotations available on request. All loans subject to status. Be sure you can afford the repayments before entering into a credit agreement.