Getting in touch

Ways to get in touch

How do I contact you?

You can contact the savings team by logging in and sending a secure message, or getting in touch by phone on 0345 266 6611.

Our team are available Monday to Friday, 9.00am - 5.00pm, excluding public holidays.

What is your postal address?

You can write to us at The Savings Team, Shawbrook Bank, Sunderland SR43 4AG.

It's quicker and easier to get in touch through eSavings, our digital savings portal and send a secure message. Find out how to send a secure message.

Can a third party speak to you on my behalf?

Yes they can, but we need to make sure we keep your account secure.

If you want to do this on a regular basis, get in touch and ask for an 'adding a third party' form.

You can contact the savings team by logging in and sending a secure message, or getting in touch by phone on 0345 266 6611.

Our team are available Monday to Friday, 9.00am - 5.00pm, excluding public holidays.

Once this has been completed and processed, we'll be able to speak to them on your behalf.

They'll be able to ask us about the account, but they won't be able to instruct us to take any actions on the account.
Alternatively, once we have confirmed security with you, you can pass us on to the third-party.

If a third party contacts us and we do not have the completed form and you are not there to confirm security, we won't be able to speak to them.

Secure Messages

What is a secure message?

A secure message is a way of safely communicating with us, as it can only be read by you when you log in to your eSavings account. They're a great way to ask questions about your account or to deal with queries.

To send us a message, just log in to your account and click 'Create message’ under the 'Messages' tab in the menu.

When you receive a secure message from us, we'll alert you by email. You'll just need to log in and click 'View messages' under the 'Messages' tab to read it.

How do I create a secure message?

To send us a message, just log in to your account and click 'Create message’ under the 'Messages' tab in the menu. There are a number of secure message categories for you to choose from to help us answer your query promptly.

Once you’ve written your message, click 'Send'. When you receive a secure message from us, we'll alert you by email. You'll just need to log in and click 'View messages' under the 'Messages' tab to read it.

How do I know you have responded to my secure message?

When we respond to a secure message you will receive an email to your registered email address asking you to log into your eSavings account to view the secure message.

We work through these in date order, and will respond as quickly as we can.

Making a complaint

How do I make a complaint?

You can make a complaint by contacting us.

You can contact the savings team by logging in and sending a secure message, or getting in touch by phone on 0345 266 6611.

Our team are available Monday to Friday, 9.00am - 5.00pm, excluding public holidays.

You can also make a complaint by using our online complaints process. You can find out more about making a complaint on our dedicated complaints page.