Savings products

How do I change my 6 digit security number?

Log in and select 'Manage your details' from the menu.

From here you can change your 6 digit security number. When choosing a new number we recommend you:

• Don't write it down
• Don't tell anyone else what it is
• Don't make it easy to guess, such as personal details

I've forgotten my log in details

If you've forgotten your 6 digit security number, or locked yourself out of your accounts, call us on 0345 266 0001.

We'll send you a new security number by post. This may take a few days to arrive.

If you've forgotten your User ID, call us on 0345 266 0001, and we will re-confirm over the phone.

What is a linked account?

To keep your money safe, we'll link all your AA savings to one UK bank or building society account in your name(s).

All deposits must be made from this account. We can't accept deposits from any other account.

All withdrawals will be sent back to this account

You can make internal transfers between your AA savings accounts.

How do I change my linked account?

Log in and select 'Manage your details' from the menu.

From here you can change your linked account.

For your security, when you change your linked account, your new linked account won't be available for withdrawals for a short while – we'll tell you the exact date when you make the request.

Meanwhile, you can still send deposits from, and making withdrawals to, your existing linked account.

How do I pay money in?

Payments from your linked account

You'll need your AA savings account number and sort code to hand.

Use the internet or telephone banking service of the bank or building society that you hold your linked account with, and set up a payment to your AA savings account.

You can make one-off payments or set up a regular payment by standing order.

Internal transfers

You can make internal transfers between your AA savings accounts (excluding AA ISA products) at any time.

Log in and choose the account you wish to make the internal transfer from, and select 'Transfer between AA accounts'.

Withdrawals

Log in and choose the account you wish to make the withdrawal from, and select 'Withdraw to linked account'.

When will withdrawals reach my linked account?

This will depend on the amount of the withdrawal and when you ask us.

Up to £99,999.99 – if you ask to take money out before 5pm on a business day it will reach your linked account the following business day. If you ask between 5pm and midnight, it will take two business days.

There is a daily limit of up to £50,000 if you make a withdrawal over the phone.

£100,000 or over – we use CHAPS for large payments. If we hear from you before 2pm on a business day, it will reach you linked account on the same business day. After 2pm, it will arrive on the following business day.

Check your bank or building society accepts CHAPS payment before you ask to move £100,000 or more to your account.

How do I close my account?

Log in and choose the account you wish to close.

Select either 'Withdraw to linked account' or 'Transfer between AA accounts', depending on whether you would like the closing balance to be sent to your linked account or another AA savings account.

Instead of entering a withdrawal amount on this page simply tick the 'Close this account' tick box.

How do I update my personal details?

It is important we hold up-to-date and correct personal details for you.

Log in and select 'Manage your details'.

Can a representative manage my account for me?

We can accept an Enduring Power of Attorney or a Property and Financial Affairs Lasting Power of Attorney registered with the Court of Protection. This provides the authority for your representative to open and manage accounts on your behalf.

We can't provide any advice about this so please contact your legal adviser. We will not normally accept any other form of third party authority.

Both the donor and representatives will be subject to our standard account opening checks. We will also need to see an original or certified copy of the Enduring Power of Attorney or Property and Financial Affairs Lasting Power of Attorney document.

For more information please call us on 0345 266 0001.

How do I notify the passing of an account holder?

We need the personal representative of the deceased account holder to send a certified copy of the death certificate to:

FREEPOST AA Savings

How do I make a complaint?

If you have a complaint, tell the AA Customer Care team.

AA Customer Care, PO Box 3191, Bristol BS1 9HY

Phone 0345 266 0001

If you're still unhappy, you can contact the Financial Ombudsman Service. Making a complaint will not affect your legal rights.

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Phone 0800 023 4567 Monday to Friday 8am and 5pm, Saturday 9am and 1pm

Email [email protected]

What is an ISA?

An ISA is an Individual Savings Account. There are different types available, and for an up-to-date list visit Individual Savings Accounts.

You can deposit up to the maximum annual ISA limit set each tax year (that's from 6 April to 5 April) subject to contributions in other types of ISAs. The annual limit for the 2023/24 tax year is £20,000. For example, if you deposit half of this years' limit in a cash ISA with one provider, you can invest the other half into a stocks & shares ISA with the same or another ISA provider. You can only make deposits and/or invest in one of each type of ISA each tax year.

To be eligible for our ISA you must:

• be aged 16 or over
• be a UK resident for tax purposes
• have a UK personal bank or building society account in your name (sole or joint)
• not already hold an AA ISA with OneFamily
• have a minimum amount of £100 to open an ISA (opening amounts for products vary within the AA ISA)

Please note, you'll need a valid email address to receive information and updates about your ISA – you'll be notified every time you get a secure message.

The interest earned in an ISA is tax-free. This means that the interest paid to you will be free of UK income tax and capital gains tax.

The tax advantages depend on your individual circumstances, and the tax treatments of ISAs may change in the future.

How does the ISA work?

You can only manage your AA ISA online.

Once your account is open you can either:

• put all your money in a single product within the AA ISA
• or split your savings across different types of products (fixed for 1 or 2 years, or easy access)

• make additional deposits (if permitted)
• transfer in any other ISAs you may have
• open new products
• move money between products (please see the Summary Box)
• view your personal details, view and create statements and important documentation related to your ISA

You will be able to change your residential address, email address and telephone numbers yourself. If any other personal details need updating you can request these changes by sending a secure message.

Every ISA comes with a Holding Account, which is a temporary home for your money. Your savings will be placed here when products are closed, such as at the end of the term of a fixed rate product.

You can use the Holding Account for:

• consolidating funds before you pay into a product
• splitting funds across a number of products all within your ISA

Consolidating funds
You can only fund some products with a single deposit within the AA ISA (such as fixed rate products). If you have a number of ISAs with different providers, you could transfer all the funds to the Holding Account. This then gives you a single, larger sum to use as a single deposit.

Splitting funds
You can use a lump sum deposit to pay for the opening of multiple products by paying this into the Holding Account. You can then use the funds in the Holding Account across a number of products.

For example, if you had £20,000 available you could split this to account for your needs, such as paying:

• £5,000 into Easy Access
• £5,000 into 1 Year Fixed Rate
• £10,000 into 2 Year Fixed Rate

Please note, the products or rates of interest available can be changed or withdrawn at any time.

There's a risk that the product, or rate of interest you want, will no longer be available by the time funds are received if you are consolidating them in the Holding Account.

Standard services – no charge (as described in the terms and conditions in the Key Information Pack). Fixed rate products – early closure incurs a breakage charge

What does early closure mean?

If you transfer or close your ISA while you have funds in a fixed-rate product within the fixed term, then a breakage charge will apply. Early closure does not include closure within the first 14 days of opening a fixed rate product in your ISA. A breakage charge is not applied if you close your product within 14 days of opening.

A breakage charge applies when closing or transferring a product:

• after the first 14 days of opening a product ('early closure')
• before the end of a fixed term

The effect of a breakage charge
• Where a breakage charge is applied, it will be deducted from any interest earned.
• If not enough interest is earned to cover the breakage charge, it will be deducted from the value of the product. This reduces the total balance returned to you.
• The breakage charge equals 90 or 180 days' loss of interest, depending on the length of the term.

Further breakage charge details are in the Summary Box.

Please note, charges may change in the future. See the Key Information Pack for more details about charges, and changes to charges, for the ISA.

To make a withdrawal, log in to your account and select the product you wish to withdraw money from. You can select your product from either the ISA Summary screen or the Withdrawals and Closures menu.

Easy Access products and the Holding Account do not have any restrictions on the number of withdrawals that can be made.

Accessing money within a Fixed Rate product
Withdrawals are not permitted during the fixed term of a Fixed Rate product. To access the money you will need to close the product, which will incur a breakage charge. The breakage charge amount will be displayed on the Confirm your product closure page.

What happens if you incur a breakage charge
If the interest you've earned does not cover the breakage charge, then you'll get back less than you invested.

You won't incur a breakage charge if you close your product within 14 days of opening it.

If you move funds into your nominated account, or close your ISA, your money will no longer benefit from the tax advantages of ISAs in the future. If you have not yet verified your nominated account details, you will need to provide proof of your account details to proceed.

When you apply for the ISA, you'll be asked to select an available product to open within your account. This could include Easy Access products, Fixed Rate products and the Holding Account. If you plan to split your deposit or ISA transfer across multiple products, you'll need to choose the Holding Account at account opening.

Once your ISA is set up and the funds are received, you'll be able to log in to your ISA and move your funds from the Holding Account to the products you wish to open.

Please note that the products or rates of interest available can be changed or withdrawn at any time. There is a risk that the product or rate of interest you want will no longer be available by the time funds are received if you are consolidating them in the Holding Account.

How are my savings in the ISA protected?

The Deposit Information Sheet contains:

• information on how savings within the ISA are protected
• details of how your money is protected with Bank of Ireland UK, the 'deposit taker' for our ISA
OneFamily hold initial payments in an account held with NatWest, and then transfer the money to Bank of Ireland UK. This is also what happens with a transfer cheque from another ISA provider.

NatWest account holders, please note the money you hold in other accounts with NatWest will count towards compensation limits.

To find out more about how your money is protected when it's held in a bank or building society account, read the 'What we cover' section on the Financial Services Compensation Scheme (FSCS) website.

OneFamily is the ISA Manager for the AA ISA. They manage and service the ISA on our behalf.

Money paid into the ISA is held by OneFamily and deposited with Bank of Ireland (UK) plc.

OneFamily is a trading name of Family Investment Management Limited and Family Equity Plan Limited, which are authorised and regulated by the Financial Conduct Authority. Their registered address is 16-17 West Street, Brighton BN1 2RL.

Bank of Ireland UK
Their principal place of business: Bow Bells House, 1 Bread Street, London EC4M 9BE.

Opening the ISA

The product is exclusively available to AA Members. An AA Member is a customer that has arranged breakdown cover directly with the AA and not as part of a bank or vehicle manufacturer partnership program.

How do I apply for the ISA and how long does it take?

You can only open our ISA online – you cannot apply over the phone or with a paper form.

Before applying, do read the key information pack and the relevant Summary Box then select 'Apply now'.

You can use a debit card, cheque, or transfer another ISA you hold to open the ISA.

It should take 10 to 15 minutes to complete your online ISA application.

Please note, for your protection, your application session may time out if you don't move to the next page within 15 minutes. If this happens you'll need to start the application again.

Choosing your product
You'll be given the option to choose one product when you first open your ISA.

If you're planning to split your funds across multiple products, you can choose to open a Holding Account and move your money once your account is set up and the funds received.

Please note, the products or rates of interest available can be changed or withdrawn at any time. There's a risk that the product or rate of interest you want will no longer be available by the time funds are received if you are consolidating them in the Holding Account.

We are required to run electronic checks to verify the name and address of everyone over the age of 18 who applies for an account, even if you already hold another account with us.

What we do if we cannot confirm your identity electronically
In most cases we can confirm your details electronically, but if we can't you'll be contacted by secure message to request identification before your account can be opened. The secure message will explain how to provide the identification needed to open your account. Once OneFamily have the information requested, they'll open your account and send you a secure message with confirmation.

For fraud prevention and to comply with anti-money laundering legislation, you may also be asked to provide identification at other times.

For more information read 'How to certify your documents'.

Can I apply under a power of attorney?

Yes. If you select this option, you will be contacted by secure message to request the documents that you will need to provide to complete the application.

You can send a secure message to ask any questions when your account has been set up.

Please note that jointly appointed power of attorneys/deputies cannot be accepted.

Where can I find my National Insurance number?

Your National Insurance number should be on documents such as:

• your P60 (end of year tax statement provided by your employer)
• a payslip
• a copy of your annual Self-Assessment tax return

See the HM Revenue and Customs (HMRC) website for more information on how to find your National Insurance number.

What is a nominated account and why is it needed?

When you apply for the ISA, you'll be asked for details of your nominated account. This is usually your current account, and must be a UK personal building society or bank account in your name (sole or joint).

Any payments out of your ISA (for example if you make a withdrawal, or close it), will be sent to this account.

Why OneFamily need to verify your nominated account details:

• to make sure that they can manage your savings securely
• to prevent fraud
• to comply with anti-money laundering legislation

How your nominated account details are checked
Your nominated account details will be checked electronically when your account is opened.

If your nominated account details can't be checked electronically, you'll be asked to send further supporting information, such as a current statement, by post.

Please note that funds can only be paid out to a checked nominated account. If your account has not been checked when you request a withdrawal, your funds will be delayed.

Changing your nominated account details
To change your nominated account, log in to your AA ISA and send the new details by secure message. New details will be checked before withdrawals can be made.

When will my ISA open?

OneFamily will inform you that your ISA has been opened when:

• they receive everything they need to accept your application (including any required identification)
• they have either accepted your deposit or requested your transfer (depending on the method you are using to open your ISA)

Why do I need to validate my email address?

You will need to validate your email address during the account setup process. Once your email is validated, you will receive a notification email every time you are sent a secure message.

You'll not receive email notifications about your account until you have successfully validated your email address.

Identification you will need

Why do I need to provide proof of my identity?

For fraud prevention, and for OneFamily to comply with anti-money laundering legislation, your identity will need to be verified to open your account.

OneFamily may also ask for identification to be provided at other times. If they do not receive adequate identification, your deposit may not be accepted. They may also withhold the proceeds of any withdrawals, transfers or account closure.

How do you electronically verify my identity?

Your identity will need to be verified to comply with anti-money laundering legislation before your account can be opened. Where you are 18 or over, this will normally involve an electronic check using a credit reference agency. This will be completed during your application.

The check doesn't affect your credit history, but it will leave a record of the search taking place.

Proof of identity if you're under 18 or applying for someone else
If you're under 18, or your identity cannot be identified electronically, you'll be asked to provide further proof of identity.

If you are applying on behalf of someone else, then you'll need to provide proof of identification for both of you.

What identification do I need to provide?

You will need to provide one form of proof of identity and one form of proof of address if requested. Accepted forms of identity are:

• current valid signed passport or EU National Identity card
• firearms certificate
• electoral ID card (Northern Ireland only)
• current full old-style UK driving licence (non-photo card type driving licence)¹
• current UK or EU photo card driving licence¹
• correspondence from the Department of Work and Pensions Benefits agency (dated within the last 6 months)¹

Acceptable proofs of address are:

• current electricity bill (dated within the last 3 months)
• current gas bill (dated within the last 3 months)
• current landline telephone bill (dated within the last 3 months)
• current full old-style UK driving licence (non-photo card type driving licence)¹
• current UK or EU photo card driving licence¹
• correspondence from the Department of Work and Pensions Benefits agency (dated within the last 6 months)
• bank/building society/mortgage/credit union or credit card statement (dated within the last 3 months)²
• local authority correspondence valid for the current year, eg rate/council tax (dated within the last 12 months)
• HM Revenue and Customs/Revenue Commissioners correspondence, eg tax coding notice (dated within the last 3 months). Note P60 and P45 are not acceptable.

¹ These items may be used to evidence identity or address, but not both.

² This item may be used to evidence address and nominated bank accounts.

How do I certify my documents?
OneFamily can only accept photocopies of documents. Each page must be certified in original ink.

The certifier cannot appear as a named person within the document, or be a family member.

OneFamily cannot accept:

– photocopies of documents after they have been certified
– documents that are not correctly certified; these will be returned to you for re-certification

Post the documentation to:

AA Savings, PO Box 5417, Brighton BN50 8HP

The following people can certify your identification:

• accountant
• barrister, solicitor
• bank or building society official
• Commissioner of Oaths/Notary Public
• Justice of the Peace
• FCA registered broker/introducer
• Post Office official (UK only)
• attorney

The certifier must:

• write on each photocopy, 'I certify this is a true copy'
• state their profession
• print their name, address and phone number (staff number or authorised signatory number if appropriate)
• sign and date the photocopy

I am already an AA Savings customer, why do I have to provide proof of identity again?

OneFamily manage the AA ISA on our behalf; other AA Savings products are managed by a different provider. For fraud prevention, and so that OneFamily can comply with anti-money laundering legislation, an identity check needs to be completed at the point of applying for our ISA. This will be independent of any previous checks carried out by providers on our behalf.

Logging in to the ISA

How do I log in to my ISA?

You will need to:

• provide the username and password that you chose when opening the account
• provide some information from your memorable questions

I've forgotten my log-in details
If you can't remember your password you can reset this online. If you cannot remember your username or memorable question, please contact customer services on 0333 2205069 and they'll be happy to help.†

Secure messages and email notifications
You will have given your email address while setting up your account. If this has been validated, then you'll receive a notification email every time you are sent a secure message.

If your email address hasn't been validated, you will not receive email notifications about your account until it is.

† Calls may be monitored.  Lines open from 9am to 7pm weekdays and 9am to 1pm on Saturdays, closed Sundays and bank holidays. Call charges may apply.

Making a payment or transfer to the ISA

Why can't I make a payment by debit card?

In certain circumstances, you may need to provide further proof of identity before a deposit by debit card can be accepted. This helps to protect your security and meet regulatory requirements.

When this happens, you'll be asked to provide an opening deposit by cheque or an ISA transfer (if you have an ISA with another provider). Once your identity has been confirmed, and your ISA is open, you'll be able to use your debit card to make additional payments (providing this is permitted - please see the Summary box).

Can I transfer funds from another AA Savings account to the ISA?

You cannot transfer funds directly from another AA Savings account into the ISA, unless it is another ISA you already hold with us.

You can withdraw the funds from an AA Savings account then pay in to the ISA using a cheque or debit card. Check whether withdrawing funds from your existing AA Savings account will incur any charges.

How do I open the ISA with a transfer from another ISA provider?

It should take no longer than 15 working days to transfer an ISA from one provider to another.

When completing the online application to open your ISA, you'll be asked how you will fund the product you are opening.

• select 'ISA Transfer' from the drop down options and press 'Next'
• you'll then be shown how to complete the transfer form
• you may need to print a paper form, depending on which provider you are transferring funds from.

Post the printed form to:

AA Savings, PO Box 5417, Brighton, BN50 8HP

Your current provider may charge a fee to transfer your existing ISA to us – please check whether they will do so before completing the transfer.

Can I transfer my stocks and shares ISA to your ISA?

Follow the on-screen instructions when you ask for an ISA transfer. You may need to print out relevant documents and send them in the post.

Please note our ISA is a cash ISA. Once your stocks and shares ISA is transferred, these will become cash ISA funds. Please check whether your current provider will charge a fee to transfer your existing ISA to us.

Can I transfer my innovative finance or Lifetime ISA to the AA ISA?

No, currently we're not able to accept transfers from innovative finance or Lifetime ISAs.

Can I transfer funds from another AA ISA to the ISA?

You can transfer existing AA ISAs in the same way as any other ISA.

When you are given the option to select how you wish to fund a new or existing product:

• select 'ISA transfer'
• choose 'AA Savings' as the provider
• follow the on-screen instructions

Contact the ISA manager if you're unsure whether you'll be charged a fee for transferring your existing AA ISA.

Cancelling and closing the ISA

If I change my mind, can I cancel my ISA?

You have 14 days to cancel your ISA from when you open it.

You can tell us you wish to cancel your ISA by logging in and sending a secure message.

What happens when you cancel:

• your ISA, and any products you've opened within it, will be closed
• you'll receive a full refund of any deposits made, plus tax-free interest

Any returned deposits will not be regarded as having been paid into the ISA, and so will not count towards your ISA allowance for the current tax year.

Cancelling your ISA after the 14-day cancellation period:

• your money will no longer benefit from the tax advantages of an ISA
• if you've paid in to your ISA, you will not be able to pay money in to another cash ISA in the same tax year

Can I cancel individual products that I open in the ISA?

You cannot cancel individual products that you have opened as part of your ISA.

This means that you have to cancel your entire ISA within the 14-day cancellation period, which ensures that any deposits you've made will not count towards your annual ISA allowance.

Your 14 day cancellation rights only apply to the whole ISA, not individual products held within the ISA. However you can request to close any product held within your ISA at any time (some products will also allow you to make a partial withdrawals from them).

You can request a withdrawal or close a product by logging into your ISA account. When you do this, you can request the money be paid either to your nominated account or to the Holding Account of your ISA.

Closing a product – tax considerations:

• money paid to your nominated account will lose its tax advantage
• money paid to your Holding Account can be reinvested into other products within your ISA, and it will retain its tax advantages

Closing a product – charges and restrictions:

• associated withdrawal restrictions or breakage charges will apply; information on these can be found within your Summary Box
• if you've opened a Fixed Rate product that has a breakage charge for closing it during its fixed term and change your mind, the breakage charge will be waived providing you request to close the product within 14 days of it having opened. If you change your mind after this date, the breakage charge will apply, as detailed in the Summary Box

Updating personal details and managing your account

How do I change my address or personal details?

You can change your email address, residential address and telephone number by logging in to your AA ISA and visiting the 'Personal Details' page.

Change of name or date of birth
You'll need to provide certified evidence of the change – please see 'How to certify your documents' for guidance.

Post your certified documents to:

AA Savings, PO Box 5417, Brighton BN50 8HP

How do I change my nominated account details?

To change your nominated account, log in to your ISA and send the new details by secure message. New details will be checked rather than verified before withdrawals can be made.

How do I make a complaint?

If you wish to complain to OneFamily, please contact their customer service team by:

• Secure message from your AA ISA
• Post – AA Savings, PO Box 5417, Brighton, BN50 8HP
• Phone – 0333 2205069 †

They aim to resolve your complaint as quickly as possible, but a reply may take up to five working days.

Within their first contact, OneFamily will send you a summary of the procedures that they will follow when dealing with your complaint.

If you are not satisfied with the response to your complaint, you may be able to refer it to the Financial Ombudsman Service. Making a complaint won't affect your legal rights.

Contact the Financial Ombudsman Service:

• Post – Financial Ombudsman Services, Exchange Tower, London E14 9SR
• Phone – 0300 123 9123
• Email – [email protected]

† Calls may be monitored. Lines are open Monday to Friday 9am to 7pm, Saturday 9am to 1pm. Closed Sunday and bank holidays. Call charges may apply.

Please remember, the tax advantages of savings depend on your individual circumstances, and the tax treatment of ISAs may change in the future.

AA Member

An AA Member is a customer that has arranged breakdown cover directly with the AA and not as part of a bank or vehicle manufacturer partnership program.

AER

Stands for Annual Equivalent Rate, and illustrates what the interest rate would be if interest was paid and compounded once each year.

Breakage charge

A charge for early closure of a Fixed Rate product. Early closure includes closing a Fixed Rate product while it's within a fixed term, or transferring or closing your AA ISA while a Fixed Rate product is within a fixed term. Early closure does not include closures made within the first 14 days of a product being opened.

Fixed

A fixed rate of interest doesn’t change during the fixed term.

Gross rate

Gross rate means that we'll not deduct tax automatically from your interest. You're responsible for paying any tax due to HM Revenue and Customs.

Linked account

A linked account is a UK bank or building society current account in your name(s) that we link to your savings account. All deposits must be made from this account, and all withdrawals will be sent back to it.

Nominated Account

A Nominated Account is a current account that we link to your savings account so that you can make payments out of your AA ISA safely and securely. If you make a withdrawal, or close your AA ISA, your money will be sent to this account. It must be a UK personal bank or building society account in your name(s) that accepts Direct Credits.

Tax-free

Tax free means the interest paid will be free from UK Income Tax and Capital Gains Tax.

Variable

A variable rate of interest can go up or down.