Passbook removal FAQs

1.
How will I check my balance?

You'll be able to check your balance using:
- the Mobile Banking app or Online Banking
- Telephone Banking
- a cash machine
- a branch
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2.

I have a joint account, will it still be a joint account?

Yes, this won't change.
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3.

My account is for a club/charity/society, does this still affect me?

The changes will still apply, although these accounts are for individuals. A business account could better meet your needs.

At Halifax, we don’t provide business banking services, but Lloyds Bank and Bank of Scotland (who are both part of the same group as us) do. Find out about business banking.
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4.

How do I transfer my ISA to another provider?

Contact your chosen ISA provider and follow their ISA transfer process to move your money to them. If you want to have a savings review first, contact us.
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5.

If I have a passbook account and my branch is being closed, how does this affect me?

We're still here to help and support you. There's several ways you can bank with us - online, on your mobile, or over the phone.

You can ask us for a savings card so you can still pay money in and take money out at any of our branches. You can also use it to withdraw cash at any 'LINK' cash machine.
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6.

How often will you send me statements?

You'll still receive statements in any month where a payment is made. You can also ask us for a statement any time online or over the phone. Mini statements are available in a branch or at a cash machine.

Once the change has taken place, you can select a different frequency to receive statements such as monthly or annually.
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7.

Do I need a savings card to pay money in at a branch?

If you already have a card for another Halifax account, you can use that to pay money in, take money out and identify yourself in a branch. This works for all your accounts.

A savings card lets you withdraw cash at cash machines, pay money in using the Instant Deposit Machine in our branches, as well as at the branch counter. You can also use it at any 'LINK' cash machine.
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8.

What if I don't want a savings card?

So that we can check your identity in a branch you'll need to bring a card for a Halifax account. If you don't, you'll need to show us another type of acceptable ID like a passport or driving licence, which will take us longer to check.
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9.

I have a savings card, but I've forgotten my PIN. What do I do?

You can find your PIN on the Mobile Banking app. Or you can ask us for a new PIN online, over the phone or in a branch.
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10.
Where can I use a savings card?

You can use a savings card:
- at a cash machine in a branch, or any cash machine with a 'LINK' logo.
- at an Instant Deposit Machine in a branch.
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11.

I'd like a savings card, can I order one?

Yes. Depending on the type of account you have, you can order a savings card over the phone or in a branch.
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12.

Can I use my savings card at a Post Office counter?

You can't use a savings card to withdraw money at the Post Office counter, but you can pay into your account using a paying in slip (ask us for one by phone or in branch). If your Post Office has a 'LINK' cash machine, you can use a savings card with that.
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13.

Can I keep my passbook?

Yes, but you won't be able to use it to identify yourself in a branch, and we won't record any more transactions in it.
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14.

I'm unhappy about this change and want to make a complaint. What should I do?

To make a complaint, please get in touch here.
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