Frequently asked questions

Don’t worry, it’s normal not to see transactions instantly on your account. This could be because:

• Units from within your account haven’t been allocated yet;
• If you’ve transferred your Help to Buy ISA to us, we may not have received the payment from the other provider yet, or funds may not yet have been cleared.

The process for all funds to be cleared will take no more than four working days.

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Your funds will be invested up to three working days after we receive payment. Once the funds have been allocated you can see them within your online account.

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If you would like to set up a Direct Debit please log in to your online account. Select Payments In and follow the instructions.

If you are having any problems please send us a secure message and our customer service team will be on hand to help.

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If you are withdrawing your money to purchase your first home this will be paid to the conveyancer. If, however, you are withdrawing funds and you are aged over 60, the money will be paid into the nominated account.

You can set up your nominated account online, by filling in the fields requested and submitting the form from within your online Lifetime ISA account.

If we cannot verify your nominated account online, we will require you to send us proof of your bank details. The acceptable items of proof are:

• A statement, paper or online printout: the transactions can be blacked out. Must be dated within the last three months.
• A letter from your bank. Must be dated within the last three months.
• A cheque or paying in slip from their bank or building society. They should have crossed through the information and written ‘invalid’ on it.

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You will receive the money when all payments in your Lifetime ISA have cleared and units have been sold. The payment will be sent to your verified nominated account. If we need verification of your nominated account details, we will need to receive proof of your bank account details before we can proceed.

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When we send bank details for Direct Debits or Nominated Accounts to your bank, there is only space for eight digit account numbers. The table below shows how to convert bank account numbers with ten, nine, seven or six digits into a standard eight digit number.

Account numbers with 10 digits

For National Westminster Bank plc account numbers, use the last eight digits only. Ignore any hyphens between the second and third numbers. For example:

0123456789 or 01-23456789
becomes
23456789

For Co-Operative Bank plc account numbers, use the first eight digits only. For example:

1234567890
becomes
12345678

Account numbers with 9 digits

For Santander accounts, replace the last digit of the sort code with the first digit of the account number, then use the last eight digits of the account number only. For example:

00-00-00
123456789
becomes
00-00-01
23456789

Account numbers with 7 digits

For account numbers with seven digits, prefix the account number with a zero (0). For example:

1234567
becomes
01234567

Account numbers with 6 digits

For account numbers with six digits, prefix the account number with two zeroes (00). For example:

123456
becomes
00123456

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To claim the government bonus we submit your details to the HMRC*.

Occasionally the HMRC are unable to match the details provided, with the details they hold on file. This is usually because the details HMRC have for you (your name, National insurance number or date of birth) don’t match with the details on your Lifetime ISA.

If this happened we would let you know and you could continue to use your Lifetime ISA as normal. However, you would need to update your details before any government bonuses could be claimed.

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The first thing to do would be to check the details on your lifetime ISA. You can do this by going to your ‘Personal Details’ page and checking your forename, surname, date of birth and National Insurance Number are correct. If you need to update any of these details, please send us a secure message. Just so you know we may need to see further documents before we can make any changes to your personal details.

If the details are correct on your Lifetime ISA, you’ll need to check the details held by HMRC. You can do this by:

• Calling 0300 200 3300 (open 8am-8pm Monday – Friday, 8am-4pm Saturday and 9am-5pm Sunday)
• Writing to

HM Revenue & Customs
BX9 1AS
United Kingdom

• Setting up an account on www.gov.uk/personal-tax-account

You can also visit www.gov.uk/tell-hmrc-change-of-details for information on updating your personal details with HMRC.

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