If you are having trouble logging in to your account please call us on 0800 085 0011* Monday to Friday 8am - 8pm, Saturday 9am - 5pm and Sunday 10am - 4pm. You can use the telephone in order to clarify your account balance. In addition you can use the telephone to make one-off transfers out of your Base Beater Savings Account.

* - For the purposes of training and in the interests of security your calls to and from us may be recorded.

Please note Capital One Savings will, from time to time, need to make changes to the Capital One Savings website for technical, maintenance or other reasons. Wherever possible this work will be carried out between the hours of 5 pm - 7 pm on Monday.

Once your account has been opened you will be allocated a unique customer identification number and a password. For security reasons the first time you log on to your account you will be prompted to change your password. This process ensures that the account holder is the only person who actually knows what the password is and is therefore the only person who can access the account.

Your current balance can be found by clicking on 'View My Accounts' in the menu bar, which can be found at the top of the screen.

For additional information please click 'continue' next to your account.

The 'available' balance is the actual value of money available to the account holder(s) for withdrawal purposes.

The 'processed' balance is the total balance of the account and includes transactions which may not have been cleared. This is the balance upon which interest is earned on the account.

The Capital One Savings website has been designed for use with common types of personal financial management software. You can download your custom statement and import it into the financial management package Microsoft Money (not supplied) or within spreadsheet packages such as Microsoft Excel (not supplied) which support the Comma Separated Value (csv) format.

Please be aware that downloading your personal information will transfer your financial information from our computer onto your computer and therefore you should take appropriate steps in order to secure the information and prevent other users from accessing the file.

Pending - A 'Money In' or 'Money Out' instruction has been received by Capital One but has not yet been processed. The transaction may be cancelled or amended at this stage by clicking on 'view' next to the transaction in the Future Transactions section of your statement.

Processing - The transaction is being processed and cannot be cancelled or amended.

Rejected - The requested transaction has not been processed and you should click on 'view' next to the transaction in the Future Transactions section of your statement to investigate why. You should then delete this transaction and resubmit your request if appropriate.

You need a nominated bank account in order to be able to transfer money to and from your Capital One Savings account.

You can select one bank account in your name to be your nominated bank account.

In order to set up a new nominated bank account or change an existing nominated bank account you must complete and return a Change of Details form and a Direct Debit form to us. The relevant forms can be accessed by selecting 'Change My Details', then 'Change my Personal Details' and 'Modify Nominated Bank Accounts'.

We will not accept nominated bank accounts in the name of third parties, businesses, sole traders, partnerships or limited companies. It must be a bank account in your name.

Please allow 5 working days for your direct debit mandate to be recognised and set up by your nominated bank. Any transactions attempted during the 5 working day period will be rejected.

Please check to ensure that any bank or building society you choose to nominate will accept a direct debit mandate requesting payments through the BACS system and originated by Capital One Savings.

Step 1: Set up a nominated bank account by completing a Direct Debit form - see ' Setting up and maintaining nominated bank accounts ' section.

Step 2: Check to ensure you have sufficient available balance in your nominated bank account

Step 3: Complete the transaction - Choose the 'Make a Transaction' option from the Menu bar, and complete all the data fields starting with selecting the account to transfer funds from.

The process for transferring money out of your Capital One Savings account is similar to that used when transferring money into the account. You will not be required to complete a direct debit form if you only intend to withdraw funds.

• We will clear, for withdrawal, funds that are transferred by your bank to your Capital One savings account by BACS, CHAPS and Faster Payment Service on the day we receive the funds, if received by 12 noon. Funds received after 12 noon will clear at the start of the following business day.
• We will clear, for withdrawal, funds that are transferred by us to your Capital One savings account by Direct Debit on the sixth business day after the day on which we receive the funds. Our clearing period includes the central clearing cycle of 3 business days.
• We will clear, for withdrawal, personal cheques paid into your Capital One Savings account on the sixth business day after the day on which we receive your cheque. Our clearing period includes the central clearing cycle of 6 business days.

When transferring money out of your Capital One Savings account to your chosen nominated bank account it will depend on the transfer method used:

The main reasons for this could be:

As a result, you are advised to check with your nominated bank/building society to see if your Direct Debit mandate is still valid. Should you need to complete a new Direct Debit request, the relevant form can be accessed by selecting 'Change My Details', then 'Change my Personal Details' and 'Modify Nominated Bank Accounts'.

CHAPS (Clearing House Automated Payment System) is an electronic transfer system for the same day transfer of money from one financial institution to another.

Providing we receive your request by 12 noon on a working day the money will be transferred that day. Requests received after 1.00pm will be processed the next working day.

There is a £25 fee for using CHAPS. This fee will be deducted from your account balance.

You should check with your nominated bank/building society that they will accept transfers by CHAPS and how long it will take for the money to be made available to you.

BACS (Bankers Automated Clearing Services) is an easy way of transferring money electronically from one financial institution to another. Please allow up to 3 business days for the money to reach your nominated bank account. You should check with your nominated bank how long it will take for the money to be made available to you.

Requests to transfer money via BACS will normally be executed by the end of the business day after the day on which we receive the instruction.

There is no fee for using the BACS service.

To close your Capital One Savings account either:

•  call us on 0800 085 0011* Monday to Friday 8am - 8pm , Saturday 9am - 5pm and Sunday 10am - 4pm. Calls may be recorded and/or monitored for quality and/or training purposes.

•  submit a transaction that would reduce your balance below £1.00 and when prompted select the option to close your account.

If you want to change your memorable details, or would just to like to see what they are, then please click on "Change My
Details" in the menu bar at the top of the screen, and then select "Change Memorable Details".

For your security please follow the guidelines below:

- Memorable date - Select a date that you can easily remember, in the format DDMMYYYY. We suggest, for your security, that you do not use your birth date.

- Memorable place - Choose a place between 6 and 12 characters long that you can easily remember. It must not include any spaces. We recommend that you don't use your home address or town.

- Memorable name - Choose a name between 6 and 12 characters that you can easily remember. It must not include any spaces. We recommend that you don't use your own name.

If you change your address or wish to change any of your personal details you must complete a 'Change of Personal Details Form', which you can print out online. Once completed, this form should be signed by all account holders and returned to us together with suitable proof of residency.

Once we have received this instruction your details will be changed automatically. You will receive confirmation of any change in writing.

The following charges relate to certain services that may be carried out on your account at your request. They may change from time to time and we will tell you when this happens. Please call if you would like us to explain any of these charges.

CHAPS fee (telegraphic transfer of money) - UK only £25
Account records - £10
Breakdown of account statements - £20
Duplicate Section 975 Certificate - £10
Duplicate statements - £10