Frequently asked questions

Here we provide answers to some of the questions we are most often asked.

Can I add funds into my existing account?

How can I let you know about my new address?

What is the current interest rate on my account?

How can I withdraw funds or close my account?

Can you update my email address?

How can I transfer my NISA?

New Online services FAQs

If your question is not answered here, please contact us by one of the methods below so we can provide further assistance.

Visit one of our branches.

By phone

For savings or investments enquiries call 0845 122 0022*
If you have an existing savings or investment account call 0845 122 1122*
For mortgage enquiries call 0845 122 0033*
For the head office switchboard call 01634 848944*

Former Northern Rock personal loan customers call 0844 4774039 (Monday to Friday, 9.00am - 5.00pm)

Savings and investments telephone lines are open:

Monday to Thursday 8.00am - 7.00pm
Friday 8.00am - 6.00pm
Saturday 9.00am - 2.00pm
Closed on Sunday and bank holidays

Mortgage telephone lines are open:

Monday to Friday 8.30am - 5.00pm
Saturday 9.00am - 1.00pm
Closed on Sunday and bank holidays

Head office switch board lines are open 9.00am - 5.00pm Monday to Friday.

*For customer service and training purposes, calls with Kent Reliance may be monitored and/or recorded.

Calls may be monitored or recorded. 0844 numbers may be charged at a higher rate than local and national calls and will vary between different providers. Check with your provider.

By post

For savings please send letters to:

PO Box 601

For mortgages please send letters to:

Mortgage Servicing
PO Box 600

Our head office address is:

Kent Reliance
Reliance House
Sun Pier

DX: 6710 Chatham


Please be aware that email cannot be used for any sensitive information, such as account details, balance information or address changes. Our email address for general enquiries is

If we get it wrong we'll put it right

If you need to let us know that something has gone wrong, please see our guide to how to complain.

Tell us how we did

After you've contacted us, please complete our survey to let us know how we handled your query. Your feedback will help us improve your customer experience and ensure we can continue to offer services to the highest standards in the future.