We're making some important changes

We're changing the way we look, not the way we look after you Norwich & Peterborough Building Society has been part of the Yorkshire Building Society Group since 2011 and since then your money has been part of a Society with the same mutual values that N&P has always held. Our only focus is to serve members' needs and make your money work hard for you.

Over the last 12 months there’s been a lot of change for N&P customers, and we appreciate that it’s not been easy for everybody. We’re changing N&P Savings Accounts and branches to Yorkshire Building Society (YBS) as part of the next steps to bring all our members together and these are the final changes N&P savings customers will experience. Have a look at the sections below to see how these changes affect you.

N&P branches  - updated April 2018
The N&P brand  - updated April 2018 
The N&P Current Account  - updated August 2017

N&P branches

Over the weekend of 7-8 July all remaining N&P branches will change to YBS branches and agencies. A small number of N&P branches will close in areas where there is a YBS location nearby.

2018 N&P branch changes
Branch Changes
Boston, Bury St Edmunds, Cathedral Square, Cromer, Diss, Great Yarmouth, Kings Lynn, Lincoln, Lowestoft, St Neots, Swaffham, Wisbech These N&P branches will close on Friday 6 July at 5pm and re-open on Monday 9 July as YBS branches.
Ipswich N&P Ipswich will close permanently on Friday 6 July at 5pm. The nearest YBS location is YBS Ipswich, 60-62 Tavern Street, Ipswich, IP1 3AJ.
St Ives and Louth These N&P branches will close on Friday 6 July at 5pm and re-open on Monday 9 July as YBS agencies. For more information about YBS agencies please visit ybs.co.uk/agencies.
Norwich Castle Mall N&P Castle Mall will close on Friday 6 July and re-open on Monday 9 July as a YBS branch. It will close permanently on Friday 28 September.

Customer mailings
We’re writing to all N&P customers between 16 April and 3 May with full details about what this means for N&P Savings Accounts, Mortgages and Branches. Please take the time to read through what these changes will mean for your accounts.

If you need help
If you have any questions or concerns before Friday 6 July, please call us on 0333 414 1172 or visit us in branch. You can speak to one of our team over the phone between 8am - 8pm Monday to Friday, or 9am - 1pm Saturday.

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The N&P brand

What’s happening?

Over the weekend of 7-8 July 2018 N&P Savings Accounts and a number of N&P branches will change to YBS. In April/May we’re writing to all savings customers to let them know how they can manage their money with us after the changeover weekend. N&P Mortgages will remain N&P and we'll also be writing to all mortgage customers to let them know how they can manage their mortgage with us after branches change to YBS.

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. These changes will make us more efficient and simplify the way we operate.

What will change?

Online Services
From Monday 9 July you’ll be able to register at ybs.co.uk/nandp-registration where most of YBS accounts can be managed online.

Savings Accounts
We’re sending savings customers new terms and conditions in May and new YBS account numbers in June.

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.

From Monday 9 July if you have an N&P passbook you will need a new YBS passbook which you can pick up the next time you’re in branch.

ATM card
If you currently have an N&P ATM card we'll send you a new YBS ATM card and PIN which will arrive by Friday 13 July.

To find out more about how you’ll be able to manage your savings account once it changes to a YBS Savings Account please refer to our Customer Guide, all N&P Savings customers will also receive a copy of this guide in the post and there will be additional copies available in branch.

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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