The Online ISA allows you to manage your cash ISA savings online. To get started, you’ll need to open and fund at least one product as part of your application. Once your Online ISA is set up, you can open additional easy access or fixed rate products whenever you like, or you can choose to open your Online ISA with a single product to hold all your funds. Please note that money held in a fixed rate product cannot be withdrawn or moved until the end of its term.

After logging into your Online ISA, you’ll be able to make deposits, transfer in ISAs from other providers, open new products, and move money between products. You can also view and update your personal details, as well as access, create, and download statements and other important ISA documents. Your address, email address, and telephone numbers can be updated online within your account. If you need to update any other personal details, you can request changes by sending a secure message.

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 open and transfer all the funds into an Easy access product or Holding account. This would then offer you a single, larger sum that could be paid as a single deposit.

Splitting funds

If you wish to use a lump sum deposit to pay for the opening of one or multiple products, you have the option of paying this into an Easy access product or Holding account. You can then split the funds to open 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Please note, the products or rates of interest on offer can be changed or withdrawn at any time.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 an easy access product to consolidate or split your ISA savings before opening further 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.

Every Online ISA includes a Holding account. This is a temporary place to keep your money while you decide what to do with it next.

The interest rate on the Holding account is lower than other options, such as Easy access or Fixed rate products.

Your savings will be moved to your Holding Account when your Easy Access or Fixed Rates are closed, such as at the end of a fixed term if you have a Fixed Rate.

You could also use the Holding Account for:

• Combining your funds before you pay into an Easy Access or Fixed Rate product.
• Splitting your funds across a number of Easy Access or Fixed Rates within your ISA.

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.

You may have to pay a Breakage Charge if you close a Fixed Rate product early. This includes closing or transferring a Fixed Rate product during its fixed term. Early closure doesn’t include closure within the first 14 days of opening if you change your mind.

If a Breakage Charge applies:

• We’ll take it from any interest you have earned
• If there is not enough interest, we’ll take the rest from your balance
• This means you may get back less than you paid in

The Breakage Charge is equal to 90 or 180 days’ loss of interest, depending on the fixed term. It is worked out using a 365 day year.

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

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.

OneFamily hold initial cheque and debit card payments in an account held with NatWest and then transfer the money to Bank of Ireland UK. This is also what happens with a transfer cheque from another ISA provider.

Please note during this period 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. They manage and service the ISA on our behalf.

OneFamily 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 45 Gresham Street, London EC2V 7EH.

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 18 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 will correspond with you about your ISA.

Once you have read the Key Information Pack and the relevant Summary Box^†, select ‘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 an Easy access product and move your funds at a later date or use the Holding account 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 an Easy Access product 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 to 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.

Within 24 hours of submitting your application you'll be able to log in to the Online ISA. You’ll be notified when your application has been accepted or if additional information is required before we can accept your application.

Electronic checks will be used to confirm your identity (if you’re not applying on behalf of someone else) as part of the Online ISA application process. If we are 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?' FAQ in the 'What identification do I need to provide' FAQs 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. If you have any queries once your account has been set up, 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.

You should be able to find your National Insurance Number 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 won't be able to process your application.

When applying for the Online ISA, you will need to set up a nominated account.

A nominated account is a bank or building society account where we’ll send your money if you withdraw from or close your ISA. This is usually your current account.

The account must:

• Be in your name (it can be a joint account)
• Be a personal account with a bank or building society

We’ll try to check (verify) your account electronically. If we cannot do this, we may ask you to send proof, such as a bank statement.

We can only send money to a verified nominated account. If your account is not verified, it may 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, for instance a recent statement.

We won’t 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 confirmation by secure message.

Every time 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 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.

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, we’ll let you know what further proof of identity we need before we are able to open your account.

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 as described, for example 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:

Bank of Ireland UK Savings
PO Box 5417
Brighton
BN50 8HP

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 Bank of Ireland UK. 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 Bank of Ireland UK products are managed by a different provider, this check will be independent of any previous checks carried out by providers on behalf of Bank of Ireland UK.

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 0333 2413556* who will be happy to help.

* Lines are open 9am to 5:30pm weekdays, except Wednesday when they're open from 9:30am to 5:30pm. Calls may be monitored and recorded for training purposes. Calls cost the same as calling 01 and 02 numbers and count towards inclusive allowances on landlines and mobiles. The actual cost will depend on your provider's tariff. For more details please contact your provider.

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.

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.

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 can only transfer funds directly into your Online ISA from another ISA you hold with Bank of Ireland UK. If funds are withdrawn from a Bank of Ireland UK 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 Bank of Ireland UK 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 an Easy access product or 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. 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):

Bank of Ireland UK Savings
PO Box 5417
Brighton
BN50 8HP

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.

Follow the on-screen instructions when you ask for an ISA transfer. You may need to print out relevant documents and send them to us by post.

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.

No, we are currently not able to accept transfers from Innovative finance ISAs.

Yes, if you have existing Online 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 ‘Bank of Ireland UK’ as the provider and follow the on-screen instructions.

If you're unsure whether you'll be charged a fee for transferring your existing Online ISA, please contact the ISA manager.

Yes, if you have an existing ISA provided by us (OneFamily) 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 'OneFamily' as the provider and follow the on-screen instructions.

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 and fixed rate products.

If you would like to split your deposit or ISA transfer across multiple products at account opening, you’ll need to open an Easy access product or use the Holding account once your account is open. 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 funds to other easy access or fixed rate 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 an easy access product to consolidate or split your ISA savings before opening further products, 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.

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 a 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^†.

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

Please note, for a change of name or date of birth you’ll need to provide certified evidence of the change. Please refer to the FAQ ‘How do I certify my documents?’ (in the category ‘What identification do I need to provide?’) for further information on how to certify documents. Once certified please send your documents to:

Bank of Ireland UK Savings
PO Box 5417
Brighton
BN50 8HP

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:

Bank of Ireland UK Savings
PO Box 5417
Brighton
BN50 8HP

Alternatively, you can speak to our Customer Service Team on 0333 2205069*.

* Lines are open 9am to 5:30pm weekdays, except Wednesday when they're open from 9:30am to 5:30pm. For call charges, please see the 'Other questions' FAQ.

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]

Please send your query to:

Bank of Ireland UK Savings
PO Box 5417
Brighton
BN50 8HP

Alternatively, you can contact us on 0333 2205069*.

*Lines are open 9am to 5:30pm weekdays, except Wednesday when they're open from 9:30am to 5:30pm. For call charges, please see the 'Call Charges' FAQ below.

You can contact customer services by writing to us at:

Bank of Ireland UK Savings
PO Box 5417
Brighton
BN50 8HP

Alternatively, you can contact us on 0333 2205069*.

*Lines are open 9am to 5:30pm weekdays, except Wednesday when they're open from 9:30am to 5:30pm. For call charges, please see the 'Call Charges' FAQ below.

Calls may be monitored and recorded for training purposes. Calls to 03 numbers cost the same as calling 01 and 02 numbers and count towards inclusive allowances on landlines and on mobiles. The actual cost will depend on your provider's tariff. For more information, please contact your provider.