All Green Home Finance FAQs

A Buy-to-Let purchase plan is a Shariah-compliant mortgage alternative. You can use it just like a conventional mortgage to buy or refinance your Buy-to-Let property. For more information, please view our Buy-to-Let video.

Our Buy-to-Let video

Yes. We can provide Buy-to-Let finance for individuals, and also sole proprietors, partnerships, UK registered limited companies and SPV (special purpose vehicle) structures. We also offer Green Home Finance products which carry discounted rates and are only available for properties with a valid Energy Performance Certificate (EPC) rating of A or B – for more information please click here.

Yes. Having both an inclusive and flexible approach, we have specific products to help meet the needs of both UK Expats and International residents based overseas. For more information, please view our Buy-to-Let video.

Our Buy-to-Let video

Yes, we can consider finance for portfolios. We have no restriction on the number of properties in a portfolio.

Yes, we have a range of options for more complex property portfolios including HMOs and MUFBs. For more information, please contact our qualified advisers.

• Call us Monday to Friday 9.00am – 5.00pm
• Complete our online form

Our Tariff of Charges gives details of the charges payable in connection with finance applications and additional administration charges following completion.

Tariff of Charges

FTV or finance-to-value is the finance amount expressed as a percentage of the property valuation. For example, if a finance product has a maximum FTV of 80%, you will need to provide at least 20% of the property value as your contribution (with the Bank contributing the other 80%). Please refer to our Buy-to-Let products for the maximum FTV applicable.

Our Buy-to-Let products

Depending on the product chosen an Early Redemption Charge may be payable if you make Additional Acquisition Payments (often known as ‘lump sum’ payments) or redeem your Purchase Plan during a Fixed Rental Rate Period. Full details are set out in the product information.

Depending on the product chosen, it may be possible to make Additional Acquisition Payments (often known as ‘lump sum’ payments) during a Fixed Rental Rate Period of your product. If this facility is available, full details are set out in the product information. Outside a Fixed Rental Rate Period, you can make Additional Acquisition Payments at any time subject to a minimum payment of £2,000. Please note:

• When an Additional Acquisition Payment is made, if your account is on an Acquisition and Rent basis you will have the option to either:
  • reduce your monthly payment and keep the finance term the same, OR
  • reduce the outstanding finance term by keeping your monthly payment the same

• However, if your account is on a Rent Only basis your monthly payment will be reduced

• You will be advised of any new monthly payment amount after you have made the Additional Acquisition Payment

No, we do not recommend any solicitor and are happy to work with a UK based solicitor of your choice. However, we do suggest you choose a solicitor with experience of conveyancing involving Shariah finance as the underlying documentation is different to a conventional mortgage. We can provide a list with all UK based solicitors with Shariah credentials. Please see this list here.

In respect of refinancing under a purchase plan, a share in the property to be financed is sold by the customer to the Bank (this share is then leased by the Bank to the customer). We understand that, on a strict reading of tax legislation, there is a potential capital gains tax charge triggered by this sale if it is deemed a disposal for CGT, there has been a gain in value for the customer since the property was purchased and no exemption, such as private residence relief, applies.

The customer should, if they deem it necessary, seek their own tax advice or make representations to HMRC in this regard. We are happy to provide details of the financing structure to assist with this.

A home purchase plan is a Shariah-compliant mortgage alternative. You can use it just like a conventional mortgage to buy or refinance your home. For more information, please view our Home Purchase Plan video.

Our Home Purchase Plan video

Your home purchase plan works in a similar way to a mortgage. Fixed and variable rates may be available, except they are not rates of interest but rental rates.

With a Shariah-compliant home purchase plan, you buy the property jointly with us. Your deposit is your stake, we hold the remaining stake and the property is registered in our name. We instruct a solicitor, who works alongside yours during the purchase process.

Your monthly payment is made up of either rent, if you have a Rent Only Purchase Plan, or rent and acquisition, if you have an Acquisition and Rent Purchase Plan. Rental rates are calculated to reflect the shares you and we own in the property.

• Acquisition and Rent product - This is the Shariah-compliant alternative to a conventional repayment (capital & interest) mortgage. Over the agreed finance term, you make a monthly payment consisting of a rental payment (for use of our share of the property) and an acquisition payment (to increase your share in the property). With each acquisition payment, your share increases, and ours diminishes. The make-up of your monthly payment changes over time. As our share of the property gets smaller, so does the rental portion of your payment, so more and more of the monthly payment goes towards the acquisition of our share. When all the payments are made, the property will be transferred into your name.
• Rent Only product - This is the Shariah-compliant alternative to a conventional interest-only mortgage. Over the agreed finance term, you make monthly rental payments (for use of our share of the property), but no acquisition payments, so your share doesn’t go up just by making your monthly payments. You undertake to acquire our share of the property at the end of the finance term. If you have a rent-only product, it’s your responsibility to look after any financial arrangements that you expect will provide a lump sum big enough for you to buy our share at the end of the Purchase Plan. When our entire share is acquired, the property will be transferred into your name. Please note that the Rent Only finance option for Home Purchase Plans is currently unavailable to new customers.

With both types of products, you can sell the property at any time, just like you can with a conventional mortgage. When you sell, you only have to pay the original cost of the property contributed by the bank along with an account settlement fee, and the Early Redemption Charge if applicable to your Purchase Plan, less any acquisition payments you may have made. Any increase in the property value benefits you, not us; but, just like with a conventional mortgage, a decrease in value also affects you. For more information, please view our Home Purchase Plan video.

Get a Decision in Principle View our products Our Home Purchase Plan video

We advertise percentage rental rates so customers can compare our rates with those charged by other banks and building societies for similar products.

A rent-only product is a Shariah-compliant alternative to a conventional interest-only mortgage. An acquisition and rent product is a Shariah-compliant alternative to a conventional repayment (capital & interest) mortgage.

Products are available to UK residents, UK Expats and International residents looking to purchase or refinance residential property across England or Wales. We also offer Green Home Finance products which carry discounted rates and are only available for properties with a valid Energy Performance Certificate (EPC) rating of A or B – for more information please click here.

Our Tariff of Charges gives details of the charges payable in connection with finance applications and additional administration charges following completion.

Tariff of Charges

You can sell the property at any time, just like you can with a conventional mortgage. When you sell, you will purchase the bank’s outstanding share at the original cost of the property contributed by the bank (less any acquisition payments you may have made), because we commit to selling our share of your property at a set price: the amount that we contributed at the start of the agreement. Please note that depending on the product chosen an Early Redemption Charge may be payable. For more information, please view our Home Purchase Plan video.

Our Home Purchase Plan video

No. Our products are designed so that any increase in value benefits you, not us. We commit to selling our share of your property at a set price: the amount that we contributed at the start of the agreement less any acquisition payments you may have made.

However, just like with a conventional mortgage, a decrease in value also affects you. This is because you have given us an undertaking to purchase our share at the original cost of the property contributed by the bank. For more information, please view our Home Purchase Plan video.

Our Home Purchase Plan video

Yes. You can buy us out sooner than agreed, but depending on the product chosen an Early Redemption Charge may be payable. Full details are set out in the product information. There is an account settlement fee, as set out in our Home Purchase Plan Tariff of Charges. For more information, please contact us or view our Home Purchase Plan video.

Our Home Purchase Plan video

Because there are two buyers involved: you and the Bank. We have separate solicitors so that we are independently represented without conflicts of interest that could arise if the same solicitor acted for both parties.

No, we do not recommend any solicitor and are happy to work with a UK based solicitor of your choice. However, we do suggest you choose a solicitor with experience of conveyancing involving Shariah finance as the underlying documentation is different to a conventional mortgage. We can provide a list with all UK based solicitors with Shariah credentials. Please see this list here.

FTV or finance to value is the amount of finance expressed as a percentage of property valuation. For example, if a finance product has a maximum FTV of 80%, that means we will contribute up to 80% of the property valuation, and you will need to contribute at least 20% as your deposit. The maximum FTV for each product is stated on the product pages. In conventional finance this might be referred to as LTV or Loan to Value.

Our Home Purchase Plan products

You will have a number of options available.

• You will be offered a product from the range available to new or existing customers
• You can revert to our Standard Variable Rate (SVR)
• You can refinance to another provider, although we hope that our service provided and products available will mean that you don’t feel the need to do this

We provide a full advice service for direct customers and we don’t charge fees for advice. We only advise on Gatehouse Bank products.

• Call us, Monday to Friday 9.00am – 5.00pm
• Complete our online form

Please get in touch with the team to start your application

• Get a Decision in Principle
• Complete our online form
• Call us, Monday to Friday 9.00am – 5.00pm

• For UK residents, simply complete our online Decision in Principle to give you and the seller / estate agent some comfort that you can obtain the finance required to purchase your dream property. For UK Expats and International residents simply get in touch by using our online enquiry form, or alternatively you can telephone us
• You find a property you like and agree a price with the seller
• You call us to complete the full application and supply the supporting documents we ask for
• Once your application and your supporting documents are in order, there will be a property valuation that you will need to pay for in advance
• Once we have satisfactory property valuation, we make you an offer of finance
• We each instruct our solicitors, who work together to complete the conveyancing process
• Legal completion takes place, and then you can pick up keys to the property

It’s usually 3-5 weeks from the initial application to an offer of finance, as long as you send us the documents we need promptly, and we get an acceptable property valuation.

It’s usually another 3-5 weeks from the offer of finance to legal completion as long as all the right documents are submitted to the solicitors and satisfactory legal reports are received.

UK residents - Find out how much finance we could provide in around 10 minutes by completing an online Decision in Principle. We will provide you a personalised indication without impacting your credit score. Get a Decision in Principle

UK Expats / International residents – Simply get in touch by using our online enquiry form, or alternatively you can telephone us - find out the different ways to get in touch

It depends on the amount of finance you have and how long it takes you to purchase our share. Our advisers can discuss the cost in more detail, or your can get an idea for yourself with our handy online calculator.

Calculator: How much will it cost me?

Yes, we can consider your application if you have at least two year’s accounts, subject to affordability. Get a Decision in Principle

Our minimum and maximum amounts of finance available for both UK and non-UK residents can be found here, along with other key eligibility criteria.

Our Home Purchase Plans

The minimum property value for our Home Purchase Plans for both UK and non-UK residents may vary by the product chosen, details of which can be found here.

Our Home Purchase Plan products

Depending on the product chosen, it may be possible to make Additional Acquisition Payments (often known as ‘lump sum’ payments) during a Fixed Rental Rate Period of your product. If this facility is available, full details are set out in the product information. Outside a Fixed Rental Rate Period, you can make Additional Acquisition Payments at any time subject to a minimum payment of £2,000.

Please note that:

• When an Additional Acquisition Payments is made, if your account is on an Acquisition and Rent basis you will have the option to either:
  • reduce your monthly payment and keep the finance term the same, OR
  • reduce the outstanding finance term by keeping your monthly payment the same

• However, if your account is on a Rent Only basis your monthly payment will be reduced

• You will be advised of any new monthly payment amount after you have made the Additional Acquisition Payment

Yes, we can consider applications for refinancing. Please speak to one of our advisers.

• Get a Decision in Principle
• Complete our online form
• Call us, Monday to Friday 9.00am – 5.00pm

Sorry, we don’t currently offer finance for Right to Buy or Right to Acquire purchases.

We can consider certain types of ex-local authority properties. It is best to speak to one of our advisers in the first instance to check that the property type is acceptable.

• Complete our online form
• Call us, Monday to Friday 9.00am – 5.00pm

We can provide a Decision in Principle which shows how much finance the Bank would be willing to provide in principle, based on how much finance you’re looking for and how much you are willing to contribute to the purchase.

Get a Decision in Principle

Depending on the product chosen an Early Redemption Charge may be payable if you make Additional Acquisition Payments (often known as ‘lump sum’ payments) or redeem your Purchase Plan during a Fixed Rental Rate Period. Full details are set out in the product information.

We have to obtain report on the value of the property you want to buy. We use a Standard Valuation Report for the sole purpose of assessing whether the property is adequate as security for the finance arrangement we’re proposing to enter into with you. It’s designed to give us the information we need to decide whether to finance the property.

It’s important to know that a Standard Valuation Report may not reveal defects in the property, and it’s important that you don’t rely on it in any way when deciding whether to go ahead with the purchase. We recommend you get a more detailed report, so you can decide if the property is suitable for you. There are two main types of more in-depth inspection - a Homebuyers Report and a Building Survey Report. You can learn more about them on the Money Helper government website.

Yes, it’s a condition of the finance we provide that you have suitable buildings insurance in place.

Stamp duty may be applicable to your purchase. For more information, please refer to www.gov.uk/stamp-duty-land-tax/residential-property-rates

We understand that circumstances can change for many different reasons, sometimes causing financial hardship. All we ask is that you talk to us as soon as possible if you find yourself in financial difficulty. Talking about payment problems early on often makes them easier to resolve.

We appreciate that sorting out these issues may be the last thing on your mind. If you would like to talk to someone to help you through the steps you need to take, please contact us.

You should be advised by your own solicitor on what will happen if you die during the finance term. Ordinarily, in the event of death, a customer’s share in the property would pass to their heirs in accordance with a will or the rules of intestacy. It is important to note, that in the event of non-payment or default under the terms of the Diminishing Musharaka Agreement, this would entitle the Bank to require the heirs to purchase the Bank’s share of the property for the outstanding amount of the Bank’s contribution (finance amount), enforce security or take possession of the property. However, in these unfortunate circumstances, the Bank would engage with the heirs to see if they wish to take over the finance, subject to meeting our relevant criteria at the time, or arrange an orderly sale of the property to settle the finance.

Savings accounts with us work just like a conventional savings account, with one important difference - because we’re Shariah-compliant, we don’t pay interest. Instead, we invest your funds to earn you a profit.

Neither payment nor receipt of interest is permitted under the Shariah principle that money shouldn’t be generated from money. It’s also thought that money shouldn’t be left idle but put to good use through trade consistent with Shariah principles. So, we put your savings to work to earn a profit. To date, we have always generated and paid our customers the expected profit rate. For more information, please view our Savings video.

Our Savings video

The expected profit rate is what we expect to deliver to you from investing your funds. It’s the profit we share with you from the returns generated. We monitor your account daily to make sure it’s achieved. To date, we have always generated and paid our customers the expected profit rate stated when they opened their account. For more information, please view our Savings video.

Our Savings video

If we don’t think the expected profit rate will be achieved, we’ll get in touch to tell you of the new expected rate. You then have the option of keeping your account with us at the new rate or withdrawing your original deposit along with the profit earned so far. So far, we’ve not had to do this. We have always generated and paid our customers the expected profit rate.

To comply with Shariah principles, we don’t make investments involving excessive uncertainty, gambling or speculation - criteria that many responsible investors adopt regardless of religious convictions.

Our Shariah-compliant status also means that deposits and investments we receive are never used to support non-compliant activities or sectors: this includes alcohol, tobacco, pork and non-halal meat production, gambling, adult entertainment, and arms.

Examples of eligible investments include construction projects, certain real estate investments and sukuk (sometimes known as Islamic bonds). For more information, please view our Savings video.

Our Savings video

Fixed Term Deposits

With fixed term deposits, you can’t withdraw funds before the end of the product term (its maturity) other than in exceptional circumstances. These are detailed in the products terms and conditions.

Notice Accounts

With notice accounts, you can withdraw funds but must tell us in advance. For a 95-day notice account, for example, you need to notify us 95 days before you want the money.

Cash ISAs

You can withdraw money from your ISA, for this or previous years, but with fixed term accounts, withdrawals within the term are subject to a reduction in profits.

Easy Access Accounts

You have access to your online account 24/7 and can easily withdraw all or part of your funds to your nominated account.

Regular Saver Account

Withdrawals are not allowed during the fixed period of your account. At the end of the fixed period, your money, and the profit you earn will be transferred to an Easy Access account.

Your eligible deposits are protected by the Financial Services Compensation Scheme (FSCS). If a bank cannot pay you your money, the FSCS will compensate you. Each account holder is entitled to claim for the value of all accounts they hold with us up to the current FSCS limit of £85,000 per person and £170,000 for joint accounts. Deposits balances above these limits are not covered. Please visit www.fscs.org.uk for further information.

No. All profit is paid gross, without any tax being deducted.

Yes, we plant a tree on behalf of our customers for every Woodland Saver Fixed Term Deposit or Fixed Term Cash ISA account opened and funded, or renewed, at no cost to the customer. Find out more about how you can help grow UK woodlands as you grow your savings here.

Woodland Saver Accounts

As a Shariah-compliant bank, we invest our customers’ deposits in a portfolio of assets that comply with Shariah principles, to generate the expected profit rate for the account holders.

We have an obligation as a trustee; we’re accountable to depositors under Islamic principles of finance for any negligence.

The eligibility criteria are simple. You need to be a UK resident, aged 18 or older, and holding a current account with a UK bank or building society. For more information and for full details on eligibility criteria for specific products, please view our specific product terms and conditions, and our Savings video.

Our Savings video

All you need is the sort code and account number of your existing UK bank or building society account, as well as your email address and mobile number. To start your application, choose a product on our Savings page, click the "Apply now" button and follow the instructions. Please note, our savings accounts can't be opened via our Savings App at the moment.

Our Savings accounts

You can transfer funds from an existing ISA by applying online. You will be asked to provide details of your current ISA provider.

If you request a transfer of the current year’s ISA subscriptions, the total current ISA subscription amount must be transferred.

You can also transfer funds from an existing ISA after your account is opened with us. Simply complete the Cash ISA Transfer Form, available to download from the Useful Docs section of our website.

Your nominated account is the UK bank or building society account you use to fund your Gatehouse savings account. Your nominated account must be with a UK bank or building society. We’ll ask you for your nominated account details when you open your savings account with us. Deposits can only be made from your nominated account.

You can open more than one account for most of our products. Please refer to the specific product terms and conditions for full details.

Remember you’re only covered by the Financial Services Compensation Scheme (FSCS) for a total of up to £85,000 per person and £170,000 for money held in joint names, across all accounts. For more information please visit http://www.fscs.org.uk/

With the exception of our Cash ISAs and our Regular Saver account, yes, each account can have up to two account holders. We work on the assumption that you both have equal share of the money in the account and are jointly responsible for the account. We will usually act on instructions from either one of you, without checking with the other, unless you tell us about a dispute over the account. If you do, you’ll only be able to operate the account by post and we will require signatures from both account holders.

If there is a dispute, please contact us by phone or in writing.

As with all UK savings accounts, we check your identity and address before you open an account. To make this as easy as possible, we do this by checking electronic databases. Sometimes we may need to ask you to send identification by post. If so, we’ll tell you before we open your account.

All our savings accounts have a 14-calendar day cooling off period from the day the account is funded. If you change your mind within this time, please write to us to cancel your account. No notice period or charges will apply.

For POA on new and existing accounts, please call us on (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762 to ask for an application form. Complete and send it to us with your proof of power of attorney and any other supporting documents we’ve asked for. You will also need to download or ask for a copy of our terms and conditions and the key product information for the product and keep these for your records.

Where there is more than one attorney named, we can only accept attorneys appointed ‘jointly and severally’. This allows either attorney to make decisions independently.

Where attorneys are authorised to act ‘jointly’, instructions are needed from all attorneys who must agree on all decisions. We are unable to support this type of Power of Attorney.

The Power of Attorney will specify whether individual attorneys have the power to act ‘jointly’ or ‘jointly and severally’.

If the Power of Attorney document requires attorneys to act ‘Jointly’, please contact us on (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762 for further information.

As long as you send us your deposit by bank transfer or cheque within 30 days of applying for the account, we’ll apply the profit rate shown on our website at the time you applied (or a higher rate if we have increased it).

If we don’t receive your deposit as cleared funds within 30 days of your application, we won’t open the account, and you’ll need to re-apply.

Once you have successfully completed your online application we’ll send you an email confirming you’ve passed our online checks and explaining how to pay money into your account. We’ll also send you those instructions in the post.

Your account is officially open once we receive your cleared funds. We’ll use this date to calculate your profit payments; for a Fixed Term account, it’s maturity date and for a Regular Saver account, it’s at the end of the 12 month fixed term, on the account opening anniversary.

Once open, you can manage your account online 24/7 or by using our Savings App. To find out more and to download our Savings App, click here.

You can email us on info@gatehousebanksavings.com, call us on (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762, or write to us at Gatehouse Bank, PO Box 861, Wallsend, NE28 5BP.

You can view your Savings account information at any time, by logging on here with your user ID and password, or with our Savings App, available from the Apple and Google Play stores.

Savings Log In Download Savings App

You can fund your new account by bank transfer from your nominated account or sending us a UK bank or building society cheque.

If we don’t receive your initial deposit as cleared funds within 30 days of your application, the account will not be opened, and you will need to re-apply.

If you make a deposit before 1pm on a working day, funds will show on your account by close of business the same day. Deposits after 1pm, will show by close of business the following day.

Deposits you send to your Gatehouse bank account may be rejected if your bank has recently changed the sort code and account number associated with your nominated account. If so, please log in to your account and update your nominated account details.

Fixed Term Deposits (including Fixed Term Cash ISAs)

For Fixed Term Deposits, if you make your initial deposit by bank transfer, you can send it in instalments as long as we receive the full deposit within 30 days of your application.

If your initial deposit is by cheque, we can’t accept instalments, and it must be the full amount. We cannot accept a combination of cheque and bank transfer.

Once we have received the initial deposit (either as a single payment or in instalments) you can’t make any more deposits for the term of the account.

Notice and Easy Access Accounts (including Easy Access Cash ISA)

For Notice and Easy Access Accounts, you can make extra deposits at any time.

Regular Saver Account

For a Regular Saver account, you should deposit funds into your account before the 25th of each calendar month, to ensure funds are received before the end of the calendar month. You can make multiple deposits into the account per month, up to the maximum monthly allowance of £300. If the deposit received is more than the monthly allowance, then the whole deposit amount will be rejected.

You don’t have to make a deposit each calendar month. If you miss a month, or don’t pay in the maximum allowed, you can’t carry over the unused amount and catch up in future months.

No, but you can view your account balance and transactions at any time by logging in to your account online 24/7 or using our Savings App. You will receive a closing statement for your account, and if you want a paper copy, please write to us to request one.

Shortly after 6th April each year, you will be able to view and print a Section 975 (S975) tax certificate. If you’d like a paper copy instead, please write to us to request one. If you request a paper copy, we’ll send one every year, and you won’t be able to download or print it online.

You can reset your password by following the ‘Forgotten your password’ link on our log in page. You can also call us on (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762, Monday to Friday 9.00am – 5.00pm UK time.

Savings Log In

Yes. You can change your nominated account to another UK bank or building society account at any time, by logging into your account, but not using our Savings App.

Log into your savings account here and go to 'Change Details'.

You can also have your profit paid into a separate account. You can view or change this in the ‘My Accounts’ section. Changing the nominated account will not change the destination of your profit, which must be updated separately.

Savings Log In

You can email us on info@gatehousebanksavings.com, call us on (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762, or write to us at Gatehouse Bank, PO Box 861, Wallsend, NE28 5BP.

You can update your email address, contact numbers and marketing preferences within our Savings App. To find out more or to download our Savings App, click here.

You can also change your personal details by logging into your account here and select 'Change Details'. Click on 'Personal Details', then select the option you need and follow the instructions.

IMPORTANT: Beware of any unusual or urgent requests to change personal details. Learn more here or contact us to check if the communication is legitimate.

Savings Log In Fraud Awareness

Fixed Term Deposits (including Fixed Term Cash ISAs)

We will contact you 25 days before your account is due to mature to let you know your maturity options. Once you’ve decided, you can tell us what you want to do by logging into your account and selecting your maturity option.

It’s simple to open a new fixed term account or withdraw your full deposit. If you don’t tell us what you want to do by your maturity date, we’ll transfer your deposit into an appropriate easy access account, where you can get to it any time you like.

Regular Saver Account

At the end of the 12 month fixed term, your money and any profit you earn will be transferred to an Easy Access account where the funds will be available to you.

You can email us on info@gatehousebanksavings.com, call us on (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762, or write to us at Gatehouse Bank, PO Box 861, Wallsend, NE28 5BP.

You can email us on info@gatehousebanksavings.com, call us on (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762, or write to us at Gatehouse Bank, PO Box 861, Wallsend, NE28 5BP.

To make a complaint about your savings account, please email us at info@gatehousebanksavings.com or call us on (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762, Monday to Friday, 9.00am – 5.00pm. You can also write to us at Gatehouse Bank, PO Box 861, Wallsend, NE28 5BP.

We will try to resolve your complaint as quickly and fairly as possible. Please see our complaints policy for more information. If you’re still unhappy, you can contact the Financial Ombudsman Service (FOS) at complaint.info@financial-ombudsman.org.uk.

Please get in touch immediately. Call us on (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762 Monday to Friday, 9.00am – 5.00pm, or alternatively email us on info@gatehousebanksavings.com

If you are not sure what to look out for when it comes to fraud, learn more on our dedicated page we have to keep our customers safe online.

Fraud Awareness

Please get in touch at your earliest convenience. Call us on (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762 Monday to Friday, 9.00am – 5.00pm, or email us on info@gatehousebanksavings.com

No. Gatehouse Bank is paying for the tree planting on behalf of our customers and this does not impact the expected profit rate on your savings account.

Trees planted through the Gatehouse Bank Woodland Saver tree planting scheme are located within four specific UK woodland creation projects, through our planting partner Forest Carbon. Trees are allocated to project sites according to environmental requirements. Therefore, you cannot request a specific woodland project for your tree.

Trees are from a range of woodland species including Oak, Hazel and Birch, specifically chosen for the habitat and environment where they are planted.

Yes. The trees planted in these new woodlands are expected to capture carbon dioxide over their lifetimes. These woodlands will be independently verified over the long term to establish how much carbon dioxide they are capturing. The projects are registered on the publicly available UK Land Carbon Registry. More information can be found in the Terms & Conditions.

All trees are planted by our partner Forest Carbon in line with the seasonal planting requirements of UK woodlands. Once planted, all growing trees and the carbon emissions they sequester are independently verified under the Woodland Carbon Code.

If you wish to see one of the woodland projects in action you can visit the Lowther Whale Project which is situated in the Lake District National Park and adjacent to public walkways. Please contact the team at Gatehouse Bank for more information.

We can guarantee your tree will be in one of the four specified UK woodland projects, but do not assign individual customer trees to specific locations.

Gatehouse Bank has entered into an agreement with woodland project developer Forest Carbon to plant a tree for every Woodland Saver account opened or renewed. All woodland projects are verified by the UK Government’s Woodland Carbon Code, which ensures the right trees are planted in the right place. We will publish an annual report, available on our website, detailing the number of trees planted and carbon sequestered by our Woodland Saver scheme.

Yes. Our Woodland Saver tree planting scheme is certified by the UK Government Woodland Carbon Code, which gives assurance that each woodland scheme will deliver the benefits claimed, and that the woodland represents genuine new planting.

Our Savings App can be used by any customer with a Gatehouse Bank online savings account.

You can download at the relevant app store:

• Google Play Store (for Android devices)
• Apple App Store (for iOS devices)

Once you have downloaded and installed our Savings App, follow the instructions below to register and activate:

• Open the app and confirm that you’re an existing customer
• Enter your online services username and password
• Provide the requested characters from your security question
• Create and confirm your 6 digit app PIN
• Enable biometric login (if supported on your device)
• Review and agree to the terms & conditions
• You can then access the app and view your savings account(s)

Our Savings App is available on Apple iPhone or Android smartphones or tablets operating on the latest versions.

To find out which mobile operating system your smartphone is running, please follow the instructions below (this may differ slightly from device to device depending on the version you’re running):

• Apple iPhone: Select settings > ‘General-About-Version (iPhone)’ or ‘Settings-About-Phone Software’ information
• Android: Select ‘Settings-About-Phone Software’ information

Please note: The app will not work on older devices that are unable to upgrade to these operating systems.

Our Savings App may be downloaded and used on Apple iPads running iOS 11 (or above) and Android tablets Version 7.1 (or above), however it will be an up-scaled version of the mobile app.

To enlarge the screen on an iPad, open the app and tap on the icon in the bottom right hand corner.

The app will automatically enlarge to fill the screen on an Android tablet.

No. For security reasons, only one registered customer can access the app on a single device.

Biometrics are biological measurements - or physical characteristics - that can be used to identify individuals, such as facial recognition or fingerprint scanning.

Biometrics are available on various devices to allow you to easily log in to your app. The type of biometrics available depends on your device.

We do not currently offer this feature, but this may change over time as we develop our Savings App further and release more features and updates.

To continue to use our Savings App, you’ll need to use the latest version of the app. Please visit the relevant app store, depending on the device you use, to update to the latest version.

We are constantly adding new features and improvements to our Savings App and we deliver these to you via app updates.

To ensure that you have the best experience in using our Savings App, you will always need to use the latest version of the app, available from the relevant app store.

If you can’t find the latest version of our Savings App within the relevant app store, this means your mobile device will not allow the latest version to be downloaded. However, you can continue to access your account via our website.

If you’re upgrading your device, you will need to re-register via our Savings App once you’ve downloaded it from the relevant app store onto your new device.

Security is paramount to our services. Access to our Savings App is via biometric touch / face login or PIN entry. Your login method is uniquely linked to the mobile app on your device. This means only your login works on your app.

We regularly test, update and validate our security to ensure we maintain a high grade of protection. We also use recognised and independent security experts to validate the security of our app.

It is important that only you know your account password. You cannot update this password via the app so please contact us by telephone to reset your password, or request a reset via our website. Our number is (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762 and we are open Monday to Friday, 9am-5pm.

Fraud Awareness

Please contact us directly via telephone to discuss your concerns. Our number is (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762 and we are open Monday to Friday, 9am-5pm.

If you are not sure what to look out for when it comes to fraud, learn more on our dedicated page we have to keep our customers safe online.

Fraud Awareness

You can’t change your account password via our Savings App, however you can change your password by logging in to your online account. Alternatively, you can call us to reset your password. Our number is (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762 and we are open Monday to Friday, 9am-5pm

You can call us to reset your password, or request a reset via our website. Our number is (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762 and we are open Monday to Friday, 9am-5pm.

Your fingerprint and / or facial ID can be changed and updated within your device’s settings and permissions.

You can change your PIN by accessing the profile menu within the app, then select ‘Change PIN’.

You can change your biometric functionality by accessing the Settings menu within our Savings App, then select ‘Biometric Settings’.

Once logged into our Savings App, your savings account balances will display on the main Account Summary screen.

Yes, you can move funds to your nominated account by using the ‘Transfer’ button within our Savings App and selecting ‘Linked Account’.

Yes, you may transfer money to any online account held with us, where the terms of the account allow this. Select the account from the list of accounts held within the ‘Transfer’ option.

To pay money into your savings account, click on the ‘Pay In’ button and follow the instructions in our Savings App, which will guide you through the steps to do this.

Setting up savings goals isn’t something you’re able to do at the moment within our Savings App. However we’re developing future functionality to support this and other features which we hope to release in the near future.

You can click on any of your accounts to display a list of transactions and details.

No, however you can scroll through your transactions and view further details on each item displayed. This may change over time as we develop our Savings App further and release more features and updates.

Yes, you can set up future payments from Easy Access accounts by using the ‘Transfer’ button within our Savings App and selecting a future date. You can cancel any future payments within the Statements screen and selecting ‘Pending Transactions’.

Your use of our Savings App is free of charge. However, your internet or service provider may charge for using data on your smartphone or tablet device.

Yes, you can update your email address, contact numbers and Marketing Preferences in our Savings App.

You can also view your name and address details. If these need changing you can update your address details within online banking and call us on a name change.

You can call us on (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762, Monday to Friday, 9am-5pm.

Managing your nominated account isn’t something you’re able to do at the moment within our Savings App. However, we’re developing future functionality to support this and other features which we hope to release in the near future.

Adding or removing account holders isn’t something you’re able to do at the moment within our Savings App. However, we’re developing future functionality to support this and other features which we hope to release in the near future.

You can contact us via the FAQ & Help section within our Savings App or via your secure messages through your online account. You can also call us on (within UK) 0345 600 3350 or (outside UK) +44 191 295 7762, Monday to Friday, 9am-5pm.

Our Savings App has been designed and developed to be compatible with screen reader user preference settings.

Our Savings App has been designed and developed to support large text user preference settings.

Secure messaging isn’t currently supported within our Savings App. However, we’re developing future functionality to support this and other features which we hope to release in the near future.

Web and video chat isn’t currently supported within our Savings App. However, we’re developing future functionality to support this and other features which we hope to release in the near future.

Where the terms of your savings account allow this, you would need to make a total withdrawal of the balance of your account - in doing so, this will cause your account to be closed.

Shariah finance principles are derived from Islamic teachings and encourage ‘fair play’ that promotes fairer, more socially responsible ways of conducting financial affairs. Products and services that are ‘Shariah-compliant’ are available to all and suitable for both Muslims and non-Muslims alike.

Shariah principles promote trade and enterprise to generate real wealth for the benefit of the community as a whole. It does this in a way that provides stability, is transparent and facilitates the sharing of both risk and reward in an equitable way.

Read more about the differences between Shariah and conventional finance

Gatehouse Bank - A Different Way

No. Shariah-compliant products and services are available to all and suitable for both Muslims and non-Muslims. In fact, many non-Muslims actively choose Shariah-compliant products and services because they view them as ethical, fairer, more socially responsible and transparent, and because of the competitive range of products.

There are some key differences between Shariah finance and conventional finance:

• Finance and investments must not be used to support industries or activities that are against the Shariah principles. These include alcohol, tobacco, pork and non-halal meat production, gambling, adult entertainment, and arms.

• Money must be put to a good use to generate profit supported by a genuine trade or business related activity. The giving or receiving of interest (making ‘money from money’) is prohibited.

Read more about the differences between Shariah and conventional finance

Our Videos

We have a Shariah Supervisory Board (SSB) made up of individual Shariah experts who are independent from the Bank, but are active in overseeing our operations. The SSB is formally appointed by the Board of Directors, but reports directly to the Bank’s shareholders. The SSB has an oversight of the Bank’s activities, including transaction documentation and other contractual obligations we may enter into. In addition, please view our Shariah Supervisory Board page or watch our A Different Way video.

Our Shariah Supervisory Board Gatehouse Bank - A Different Way

No, many British banks offer Shariah-compliant finance products to UK customers. Gatehouse Bank is a regulated UK bank, founded in 2007 and headquartered in London - we’re not a subsidiary or branch of an overseas bank.

Payment and receipt of interest isn’t permitted under Shariah principles - it’s thought that money shouldn’t be generated from money. It’s also thought that money shouldn’t be left idle, but put to good use through trade that’s consistent with Shariah principles. So, we put your savings to work to earn a profit. To date, we have always paid our customers the expected profit rate.

For more information, please view our Savings video.

Our Savings video

To comply with Shariah principles, we don’t make investments involving excessive uncertainty, gambling or speculation - criteria that many responsible investors adopt regardless of religious convictions.

Our Shariah-compliant status also means that deposits and investments we receive are never used to support non-compliant activities or sectors: this includes alcohol, tobacco, pork and non-halal meat production, gambling, adult entertainment, and arms.

Examples of eligible investments include construction projects, certain real estate investments and sukuk (sometimes known as Islamic bonds). For more information, please view our Savings video.

Our Savings video