We're proposing some important changes

We're changing the way we look, not the way we look after you Since 2011 the Norwich & Peterborough Building Society has been part of the Yorkshire Building Society Group, one of the largest and strongest building societies in the UK. As a building society, we continually review how our Society is run in order to ensure we're acting in the best long-term interests of all our members. With this in mind, we feel it's important to let all of our customers know about some changes we are proposing to make in order to provide as much advance notice as possible.

We are changing N&P Savings Accounts and most of our remaining N&P branches to YBS. We’re aiming for this to happen from May 2018. Have a look at the sections below to see how these proposals affect you.

N&P branches  - updated November 2017
The N&P brand  - updated November 2017 
The N&P Current Account  - updated August 2017

N&P branches

We’re proposing to close a small number of branches in 2018 where there is an alternative YBS location very nearby. All remaining branches will change to Yorkshire Building Society from May 2018.

2018 N&P branch proposals
Branch Proposed changes
Boston, Bury St Edmunds, Cathedral Square, Cromer, Diss, Great Yarmouth, Kings Lynn, Lincoln, Lowestoft, St Neots, Swaffham, Wisbech These branches will re-brand to YBS. This will happen from May 2018
Ipswich We’re proposing to close the N&P Ipswich from May 2018 as we have two locations in Ipswich.
Hampton We’re proposing to close N&P Hampton in March 2018 as N&P Cathedral Square is less than 3 miles away.
St Ives We’re reviewing both the N&P branch and the YBS agency in this area to determine which one is best for our customers.
Louth We’re reviewing both the N&P branch and the YBS agency in this area to determine which one is best for our customers.
Norwich We’re proposing to close the N&P Castle Mall branch in September 2018. This branch will also be rebranded to YBS from May 2018.

Customer mailings
We are writing to customers to explain how the changes will affect them and the alternative YBS branch in their area. This mailing will arrive between 4 – 15 December. In the meantime, customers can use any remaining N&P branches whenever they wish and experience the same great service they currently enjoy.

If you need help
If you have any questions or concerns in the meantime, please don't hesitate to get in touch on 0333 414 1115. You can speak to one of our team between 8am - 8pm Monday to Friday, or 9am - 1pm Saturday or talk to us in branch.

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The N&P brand
What’s happening?

From May 2018 N&P personal Savings Accounts and a number of N&P branches will change to YBS. We're not planning to change N&P Mortgages to YBS. We'll be writing to all mortgage customers to let them know how they can manage their mortgage with us.

What’s the benefit of changing to Yorkshire Building Society?

We believe operating fewer brands will help us to be more efficient, allowing us to provide better long-term value for all of our customers. By changing to YBS more of our customers will have the same benefits, products and services available to them. You’ll be able to manage your money with us face-to-face in any YBS location, have better online services, and will be able to manage some accounts over the phone.

What will change?

Online Services
From May 2018 you’ll be able to register at ybs.co.uk where a number of YBS accounts can be managed online.

Savings Accounts
We’ll send you a new account number and terms and conditions.

Fixed Rate Savings Accounts
These will also change to YBS. If you have a fixed rate account we’ll send you details about how these accounts will operate.

If you currently have an N&P passbook, you’ll get a YBS passbook. You’ll be able to pick one up at a YBS location once the N&P Savings Accounts have changed to YBS Savings Accounts.

Cash cards
If you currently have a cash card we’ll send you a new YBS card and a new PIN number.

To find out more about how you’ll be able to manage your money with YBS online, over the phone and face-to-face, visit ybs.co.uk/yourybs

What won’t change?

Mutual values
N&P has been part of the Yorkshire Building Society Group since 2011 and we have no external stakeholders to satisfy. When your savings account changes to YBS, you’ll still be part of a Society with the same mutual values that N&P has always held. Our only focus is to serve members’ needs and help to make your money work hard for you.

Savings pledges
We’re committed to looking after you and your savings. YBS has savings pledges just as N&P does, so you can rest assured knowing your savings accounts is right for you. Go to ybs.co.uk/savingspledges to find out more.

Same great service
Our colleagues are here to help whether that’s over the phone or in one of our YBS locations. When N&P branches change, you’ll be served by many of the same colleagues

We’re committed to making a lasting positive impact on the society we live in. We do this through our Charitable Foundation that’s made a difference to local communities across the UK by donating over £7million to charities and good causes. Through our partnership with End Youth Homelessness we’ll continue to raise vital funds to help young people live independently.

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The N&P Current Account  

As a building society, our primary purpose is to provide members with a secure place for their savings and support them in buying their own homes.

We believe we can best do this by focusing on our core business of mortgages and savings.

We have now written to all N&P customers giving formal notice that we are closing the N&P current account.

Our priority is to provide the best possible customer experience throughout this closure activity and we have given customers 6 months' notice so they have sufficient time to choose another provider and switch their accounts with the minimum disruption possible. We are also working closely with other banks and building societies to help the switch go smoothly. We appreciate that everyone's circumstances are individual to them and are encouraging customers to get in touch if they feel they need any additional support or advice.

 Many customers have already closed their account and switched to alternative providers. We would like to encourage all our customers to act in sufficient time to switch their income and regular payments to a new current account.

If you would like further information including how to switch or close your current account, please visit our existing customer section.

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Questions & Answers

Q: Why were colleagues and the media told about these proposals before customers?
A: We announced these proposals to colleagues first because some of them are directly affected by the proposals. We wanted to be open and honest about our proposals as soon as possible, and could not reasonably expect colleagues not to discuss the details with people outside of the organisation, so we also announced the proposals to the media the same day. We’re writing to all affected customers as soon as is practical with letters due to arrive within 4-7 working days of our announcement to colleagues.

Q: Are you planning more closures in the future?
A: We’ll continue to review our branch and agency mix to ensure it’s the right size but we expect to retain a presence in our current locations until at least 2020. We’re investing in YBS agencies in the next two years in places across the UK where there is customer demand, offering an equivalent customer service to a branch with lower set up and running costs. We remain committed to the face-to-face service many of our members value and use.

Q: What’s the difference between a branch and an agency?
A: Our agencies are very similar to our branches. For the last 70 years we’ve been partnering with businesses such as estate agents and solicitors so that more of our customers can manage their money with us face-to-face in many more places. When you visit a YBS agency you’ll have the same access to your accounts, you can open a savings account and can arrange a YBS mortgage. Our agencies offer you the same excellent service you would expect in any YBS branch and are usually located in the heart of communities. There are some small differences such as the daily withdrawal limit being £500 and the weekly limit being £1,000. For more information on agencies please visit ybs.co.uk/agencies.

Q: How can I feedback or complain?
A: We work hard to provide you with the best possible service. However, if at any time you think we haven’t met your expectation please let us know. We will try to do everything we can do to put things right. You can feedback or make a complaint here.

Further help

If you have any questions please don’t hesitate to get in touch on 0333 414 1115 or talk to us in branch.

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