Frequently asked questions

If you believe you’ve been tricked into sending money to a fraudster, it’s important to act quickly:

• Call our team on 0330 380 1181 as soon as possible. Lines are open Monday to Friday, 9am to 5pm (excluding bank holidays). Or email us at [email protected] to report fraud – our team will pick this up as soon as they can.
• Report it to Action Fraud, the UK’s national reporting centre for fraud and cybercrime.

Want to stay one step ahead of fraudsters? Check out our safety tips to help protect your savings.

We’re always looking for ways to improve – so whether you have feedback, a suggestion or a complaint, we want to hear from you.

If you feel that we haven’t lived up to your expectations in any way, we’d like to know so we can put things right for you.

Here’s how you can get in touch:

• Call us on 0330 380 1181. We’re available Monday to Friday, 9am–5pm (excluding bank holidays).
• Email us at [email protected]
• Write to us at:
  OakNorth Bank plc
  Ship Canal House
  98 King Street
  Manchester, M2 4WU

You can also read more about how we handle complaints.

If something isn’t working as expected, don’t worry – there are a few things you can try before reaching out.

1. Check you’re on the latest version. If you’re using the app, make sure it’s up to date. Updates often fix bugs and improve performance.
2. Log out and back in. Whether you’re on the app or web platform, logging out and signing in again can often resolve the issue.
3. Still not working? Get in touch and we’ll do our best to help.
   In the app, go to the ‘Help’ section to call or email us. Alternatively, you can call our team on 0330 380 1181 (9am–5pm, Monday to Friday) or email us at [email protected].
4. Want to report a bug or share feedback? If you’ve spotted something off – or have an idea or suggestion you’d like to share with us – email us at [email protected] with as much detail as possible.

The Financial Services Compensation Scheme (FSCS) is the UK’s deposit protection scheme. It protects eligible deposits of up to £85,000 per person, per bank in the unlikely event that a bank fails.

So, if you hold money with OakNorth and we’re unable to meet our financial obligations, the FSCS would step in to compensate you – up to the limits above.

The FSCS covers business and personal accounts, current accounts and savings, sole traders and limited companies. You don’t need to do anything to register – FSCS protection applies automatically. Learn more on the FSCS website.

We understand that dealing with financial matters after someone passes away can be overwhelming. Here’s what happens to an OakNorth account in the event of a customer’s death, and what you need to do.

Sole accounts

If the account holder passes away, their personal representative(s) should notify us by emailing [email protected]. We’ll need the following documents to begin the closure process:

• A copy of the Death Certificate
• A Grant of Probate or equivalent legal document
• Any additional documents we may request (these may need to be certified by a regulated professional)

The account will remain open and continue to earn interest until it’s formally closed. See the full process and what’s required.

Joint accounts

If one of the joint account holders passes away, the account will continue in the name of the surviving holder. Once we’ve received the Death Certificate, the account will be converted into a sole account, and the standard maximum balance for sole accounts will apply (£500,000).

If the balance exceeds this limit, the excess will be returned to the linked bank account.

If both account holders are deceased, the account will be frozen. Funds will be held until we receive the required legal documentation from the estate’s representatives.

We’re happy to accept calls through the Relay UK service, which supports people who are deaf, hard of hearing or speech-impaired. You can find out more about how to use it on the Relay UK website.

We understand that everyone’s circumstances are different. If you live with a health condition, are experiencing a life event or have specific access needs, you can let us know – either when you apply for an account or anytime in your settings under ‘Personal needs’.

This could include:

• Health conditions – such as a disability, chronic illness or being hard of hearing.
• Life events – like bereavement, job redundancy or becoming a carer.
• Personal experience – for example, if English isn’t your first language or you find it hard to use technology.

Telling us means we can take your needs into account and offer support where we can. It’s confidential – and entirely up to you.