Savings account frequently asked questions
How do I open an ING Direct Savings Account?
How do I apply online?
How do I return to complete my online savings application?
Am I eligible to open an ING Direct Savings Account?
Can I set up more than one ING Direct Savings Account?
Why do I have to set up a Direct Debit in order to open an ING Direct
Savings Account?
Why do I need to hold a UK current account to open an ING Direct Savings Account?
We require this external account to be a personal UK current account which provides a chequebook and accepts Direct Debit Instructions. In order to ensure a high level of security you may need to send us a cheque deposit from every current account that is to be linked to an ING Direct Savings Account. The pre-printed name on the cheque must match the name in which the ING Direct Savings Account is held and the cheque must not be drawn on a business account.
You can also deposit money into your Savings Account by posting a cheque to our Freepost Address. Click here to view our freepost address.
Can I link a business account to my ING Direct Savings Account?
Do I have to change banks?
If requested to send through supporting documentation, what is acceptable?
If we have been unable to verify your identity we will require you to send us:
1) A certified copy of your current passport (For non UK passport holders, copies must be certified by your bank, solicitors or embassy official)
2) A certified copy of your current EU photo-card or full UK paper driving licence (non-UK copies must be certified by your bank, solicitor bank or embassy official)
How to certify a document
Take a black and white photocopy and give it to an ING Direct recognised professional (e.g. a practising teacher, GP, bank official, solicitor or accountant). This person should write the following information on that photocopy.
- Sign and date the document
- State their full name
- State their occupation
- State their full business address
- State their telephone number
- The person needs to write “I certify this is a true copy of an original document seen by me and presented by (insert your name) who is known to me
If you are unable to provide one of the documents listed above we may also be able to accept the original or certified copy of one of the following:
3) Latest HM Revenue and Customs notice of coding
4) Tax assessment (NOT a P45 form, P60 form or a pay slip)
5) A letter confirming the right to state benefits or state pensions
If we have been unable to verify your address we will require you to send us:
1) Original utility bill (e.g. gas, electricity, water NOT mobile telephone bill.
2) Original bank statement (e.g. current account statement, credit card statement but NOT a store card statement)
3) Original and current council tax bill
The document must be the original, no older than 3 months and clearly show your name, address and customer number.
What is a certified document?
The certifier must do the following:
1) Sign the document and write ‘I certify that this is a true copy of an original document seen by me, and presented by (customer's full name, including title) who is known to me.’
2) Date the document
3) State their full name
4) State their profession
5) State their full business address
6) State their telephone number
For non UK passport holders, copies must be certified by your bank or embassy official.
How do I pay a cheque into my account?
Before sending your cheque:
- Make sure the cheque is payable to yourself by writing your name on the front of the cheque. Please also write your Customer number and ING Direct Savings Account number on the back of your cheque. If your cheque is being drawn by your bank, please ask them to print your account number on the back of the cheque
- Ensure that the payee name on the cheque exactly matches your ING Direct account name
- Remember to sign and date your cheque

- If you are sending us a cheque to verify your linked current account, please ensure that your surname and initials are pre-printed on your cheque.
What is a linked account?
What does PIN stand for?
How do I know when my ING Direct Savings Account is open and ready?
If you opened your account online you will already have set your PIN as part of the account opening process so as soon as you receive your Welcome Pack then you can access your account online or over the phone. Your Welcome Pack will be sent to you as soon as you have sent us your first deposit cheque and any ID documentation (if required).
What do I need to bank online or over the phone?
- Customer number - this will be sent to you in your Welcome Pack
- PIN – this will be sent to you 3 days after your Welcome Pack. However, if you opened an account online you will already have set your PIN as part of the account opening process.
- Memorable date – you will be prompted to set your memorable date the first time you login to our website or phone our call centre once your account is opened. However, if you opened an account online you will already have set your memorable date as part of the account opening process.
Once you have all of the above you will be ready to bank online.
I didn't save my customer number or account number when I opened my
account. What details do I need to put on the back of my initial cheque?
How do I move money into my ING Direct Savings Account?
To transfer money into your ING Direct Savings Account, you can either:
- Move money electronically via the phone or internet.
- Move money automatically every month by setting up a regular savings payment free of charge either online or by contacting our call centre on 0845 603 8888.
- Contact your bank and arrange for them to transfer money into your ING Direct Savings Account by quoting your account number and our sort code 40-61-98
- Send a cheque made payable to yourself and write your account number on the front of the cheque. If your cheque is being drawn by your bank, please ask them to ensure they print your ING Direct account number on the front of the cheque
We can also accept funds transferred externally from a UK bank. In order to take instruction to do this the bank will require your ING Direct account number and our sort code; 40-61-98.
How do I move money from my ING Direct Savings Account?
To make withdrawals from your ING Direct Savings Account, you can move money electronically to your linked account via the telephone or internet. Payments from your account to your linked account will take up to two business days.
Interest cannot be withdrawn automatically monthly, but can be transferred after it has been applied each month. The interactive telephone banking service and website are available 365 days a year, although system updates and maintenance will mean that these services are unavailable for short periods in the early hours of each morning.
When will a payment from my ING savings account reach my linked account?
If your payment request is made on a business day before our cut-off time (6pm) and the amount is equal to or less than our Same Business Day Withdrawal Limit (£500) your funds should arrive by the end of that day.
If we receive your payment instruction on a non-business day or after our cut-off time we will not process your instruction until the next business day.
An extra webpage has appeared while trying to move my money, is
this normal?
- the first page lets you select which account you would like to move money from, and the account you would like to move it to
- the second page displays a move money confirmation page, allowing you to confirm the transaction
From time to time, when ING Direct has special offers for selected customers, the process for moving money uses three pages as follows:
- the first page lets you select which account you would like to move money from, and the account you would like to move it to
- the second page will display details of the offer, allowing you to:
-
- accept the offer, and therefore cancel your move money transaction
or;
- not accept the offer, and continue to move your money - the third page (if the offer is not accepted) displays a move money confirmation page, allowing you to confirm the transaction
The move money and offer pages will only be accessible when you have logged-in securely. Always check that any page you enter personal or login information into is using SSL (Yellow Padlock symbol and uses HTTPS in the start of the website address).
These pages contain information about our offer, including terms and conditions, and will never ask for additional security information. After accepting the offer, you will be directed to a confirmation page on our secure website. You will never be directed to a non ingdirect.co.uk webpage. (ING Direct will only ever use www.ingdirect.co.uk for product and help pages, and secure.ingdirect.co.uk for secure account maintenance and account opening pages).
How do I change my regular monthly savings payment or become a regular saver?
How do I transfer money between my ING Direct Savings Accounts?
To make withdrawals from your ING Direct Savings Account, you can move money electronically via the phone or internet. Please note withdrawals can only be made to your linked current account, which will take up to two business days to arrive.
Interest cannot be withdrawn automatically monthly, but can be transferred after it has been applied each month.
How long does it take to clear a cheque on my ING Direct Savings Account?
e.g.
A cheque is paid into an account on a Monday
Interest starts being earned on the 3rd business day. ie Wednesday
Cheque is cleared the following Tuesday, on the seventh business day.
Please note that we do not offer a CHAPs facility as there is a fee associated with this service.
Why doesn't my account appear in the drop down list when trying to transfer money?
How much is the Same Day Withdrawal Limit?
How do I bank online?
- Just click on the 'Login' button at the top right of any page of this website to access your account online. Click here to view the Login page.
- You will then be asked to enter your 9-digit customer number.
- Tick the ‘Remember my number?’ option to make subsequent logins easier. It will automatically insert your customer number here the next time you login. (You should not use this option on a public computer, such as an internet café or library.)
- Then enter your Last name and click continue (Last name entry is not case sensitive)
- Using your mouse, enter the 3 requested digits from your PIN along with your memorable date from the onscreen Key Pad. The numbers on the Key Pad will change place each time you visit this screen – this is to minimise the risk of anything you type into your computer being captured and stored by others. Visit our security section for more information.
This will then give you access to your account balances, your recent transaction history and enable you to move your money in or out.
How do I access my money?
It takes up to two business days for your funds to arrive.
Payments from your account to your linked account will take up to two business days. Payment requests made on a non-business day or after our cut-off time will be processed on the next business day.
What if I have a joint account?
I've forgotten / lost my PIN, how do I request a new one?
How do I close my ING Direct Savings Account?
To close your account please call Customer Services on 0845 603 8888, Monday - Friday 8am - 5:55pm. We will then arrange for any balance, plus interest to be transferred back into your linked account(s) and will confirm the final amounts due to you.
If you call outside these hours, on a weekend or Bank Holiday, you will be able to advise us that you would like to close your account however we will not be able to action the request until the next business day.
How do you calculate the interest on my ING Direct Savings Account?
|
Daily closing balance x interest rate (as a %) Number of days in calendar year |
= one day's worth of interest |
If you haven't registered for gross interest, interest will be paid at the net rate: click here to view our current net rate.
Can I claim tax free savings?
Alternatively once your account is open, you can also download and complete the R85 form from the HM Revenue & Customs website by clicking here.
Or you can call us and we will be able to assist you over the telephone. If you have a joint account, gross interest can only be paid if both account holders are non-taxpayers.
You will need your National Insurance number to hand to successfully register for gross interest. If you have more than one ING Direct Savings Account, you must register each account where you wish to receive gross interest.
Are there any fees for the ING Direct Savings Account?
What is ING Direct's sort code?
If you want to transfer funds to your ING Direct Savings Account from your UK bank you will need to quote our sort code 40-61-98 and your account number on the instruction you give to your bank.
Will I receive a statement?
Why have I received a statement when I haven't received my Welcome
Pack or PIN yet?
Please note:
The Welcome Pack and PIN are sent separately for security reasons. If you already have a Welcome Pack, your temporary PIN will follow shortly. If you haven't received anything from us, it could be that we are currently processing your account or that we are waiting for proof of identification from you. If this is the case, you will be hearing from us shortly.
If I sign the Direct Debit instruction, will you be able to take money from my account whenever you like?
How do I know my savings are growing?
How do I let ING Direct know that my surname has changed?
1. Marriage - We will require the Marriage Certificate, this can either be the original (which we will return by recorded delivery) or a certified copy.
2. Divorce - We will require the Decree Absolute, this can either be the original (which we will return by recorded delivery) or a certified copy.
3. Change by deed poll - We will require the official copy of the Deed Poll, this can either be the original (which we will return by recorded delivery) or a certified copy.
In all 3 scenarios we will also accept a cheque from your existing linked current account. The cheque must have the pre printed name on it as your new name and should be sent to us along with a covering letter confirming your account details and name change.
You can send the documentation to us at:
ING Direct
FREEPOST NATW1784
Reading
Berkshire
RG6 1BR

