Annual Statement FAQs

Why are payments missing from my statement?

Your annual statement shows all your payments from 6 April 2023 to 5 April 2024. Any payments after this date will appear on next year’s statement. 

Why can’t I see how much is in the account?

If your name was taken off the account during the tax year, you’ll be able to see the interest but not how much is in the account. 

Why is there not as much interest as I was expecting?

For some accounts, we pay interest on a specific date each year and it might be that you opened your account less than a year ago and that date hasn’t happened yet. Or it may be that the date happened before you’d had your account for a full year so it wasn’t a full year’s interest. Don’t worry, you’re earning interest every day you have money in your account. 

What is a flexible ISA?

A flexible ISA means that you can take money out of your ISA and put it back within the same tax year without it counting further towards your annual ISA allowance, so long as you pay it back in before the end of the same tax year. The Specific Terms for your account will tell you if your ISA is flexible.

Do I need to pay tax on the interest I earn?

Depending on your tax allowance, you may need to pay tax on any interest you earn over your Personal Savings Allowance. That’s £1,000 if you’re a basic rate taxpayer and £500 for higher rate taxpayers. If you do your own tax returns, you’ll need to refer to this statement and let HMRC know how much interest you earned. You don’t ever pay any tax on ISAs. There’s more information at

Why is my ISA described as ‘inactive’?

Your ISA shows as ‘inactive’ because you haven’t paid any new money into it for a whole tax year (that doesn’t include any money you took out of a flexible ISA and paid back in). Any money in there is still earning interest. You can only have one active cash ISA. 

Why isn’t the money in my Junior Cash ISAs included in the total balance?

That’s because the money in Junior Cash ISAs that you’re the registered contact for belongs to the child(ren) named on the account. 

My Annual Statement is incorrect

If you believe your statement is incorrect, get in touch by visiting any branch or calling our UK-based Customer Service Centre for free on 0800 121 8899. We’ll be happy to go through your Annual Statement

How does my Offset savings account work?

Your offset savings account is linked to your mortgage, reducing the interest you pay. This is called the ‘Offset benefit’. It makes your monthly payments smaller or allows you to pay your mortgage off early. If the account balance is more than you owe on your Offset mortgage, you won’t get any benefit on the excess amount. If you don’t have money in your Offset savings account you won’t get any benefits.

My account(s) interest rate and/or name has changed

The Bank of England has increased the base rate several times between 6 April 2023 and 5 April 2024. Because we try to give you the best rate we can, we may have increased the interest rate for your account. Your account might also have been merged into a new product so it can be better managed as a result of the increase. We would have attempted to contact you to let you know at the time, please review and update your contact details if necessary. 

How can I get this information online?

We can send you your Annual Statement online in the future if you’re registered for Online Services and we have an up-to-date email address for you. If you aren't registered you can do this online.

Any other questions?

If you have any other questions or would like help, get in touch by visiting any branch or call our UK-based Customer Service Centre free on 0800 121 8899. We’ll be happy to help.

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Our help section is bursting with useful information. If you'd rather chat, just give us a call.


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