Published: 16 September 2026
Choosing where to save is about more than an interest rate. It’s also about knowing what you can expect from the organisation looking after your money. So we’ve drawn up some promises to show our commitment to you.
We'll review our savings promises in 12 months, while our branch promises will stay in place until September 2031.
Our savings promises to you
These six promises are designed to make saving with us straightforward, rewarding and reassuring. They set out how we plan to look after our savers.
- No savings accounts just for new customers
We won’t offer savings accounts that are only for new members. - We reward our existing savers
Every now and then we’ll give existing members access to exclusive savings accounts. It’s our way of saying ‘thanks’. - You’ll get the best available rate for your chosen account at maturity
When you give us your maturity instructions, we’ll lock in the rate of your chosen new account, or switch it to a new issue of the same account type if the rate increases before your new account starts. It’s peace of mind that your money will keep working for you. - We'll aim to pay more than the rest of the market average savings rate
Over the last 10 years we paid an average savings rate of 2.26% compared to the rest of the market average savings rate of 1.49%. meaning more interest in our savers’ pockets.* - You’ll always be able to speak to someone
We think the human touch is important. So, when we’re open, you can call us or pop into a branch, and chat to someone who’ll help with your savings. - You can choose how you save with us
It’s your money, so we’ll always offer a range of accounts that let you save how it suits you:- Online
- By post
- In a branch (including passbooks)
- On our new mobile savings app (launching soon)
Our branch promises to you
Branches remain an important part of how many members manage their money. Over the next five years, these four promises explain how we will provide access to face-to-face support, familiar ways to save and help without unnecessary barriers.
- We’re keeping our branches open
We're not permanently** closing any of our 51 branches for the next 5 years - until at least September 2031 - so you can visit one when you need to. - We’re keeping passbooks
We’re keeping passbooks – because traditions matter. They help some members save the way they want to, and that’s important to us. - We’ll help you without an appointment
Life doesn’t always go to plan, so you don’t need to book an appointment to speak to us in a branch. We'll do our best to help you there and then. - We'll be there in person when it matters
Our branches will be open weekdays, (9.30am-4.45pm), when our teams will be on hand to help, listen and support you. Because there's nothing like personal, face-to-face service.
Our branches are closed on bank holidays. Check our website for full opening hours.
*Source: CACI, Current Account and Savings Database, January 2016 to December 2025.
**This commitment remains in place until September 2031 and is subject to circumstances beyond our reasonable control, including legal, regulatory or safety requirements.
