The National Savings Regulations 2015

Authorised telephone procedure in relation to individual savings accounts

27.—(1) This regulation applies where, in relation to an individual savings account, these Regulations allow the use of the authorised telephone procedure.

(2) The procedure is only be available where a depositor requests this—

(a) on opening an account; or

(b) in the approved form signed by the depositor, delivered to the principal office of the National Savings Bank.

(3) Only the depositor may give telephone instructions.

(4) A request under paragraph (2) may be withdrawn in the approved form, signed by the depositor, delivered to the principal office of the National Savings Bank.

(5) Where a request is made under regulation (2), the depositor must provide to the Director of Savings in the approved form—

(a) a password, being any combination of letters, or letters and numbers, of the length and character required by the Director of Savings; and

(b) additional information of a personal nature relating to the depositor as may be agreed between the depositor and the Director of Savings for the purpose of verifying the depositor’s identity.

(6) The Director of Savings must arrange for the password and additional information to be recorded in an appropriately secure manner, having regard to the purpose for which they are to be used.

(7) The password or additional information may be changed at the depositor’s request, which must be in the approved form (subject to the requirements of paragraph (5)), and the change must be recorded in accordance with paragraph (6).

(8) The telephone instructions must require—

(a) the calling of an approved number by the depositor; and

(b) on connection, taking instructions from the depositor in an approved manner.

(9) The Director of Savings must make reasonable arrangements (having regard to anticipated demand) to enable telephone instructions to be given on the days and between the hours the Director of Savings may approve, but the Director of Savings shall not be liable for any loss or damage arising from the failure of any person to be (or remain) connected for any reason.

(10) Where the Director of Savings is satisfied that a person seeking to give telephone instructions in relation to an individual savings account is the depositor for that account, the Director of Savings must act upon those instructions.

(11) The Director of Savings may make an audio recording of any telephone call in which telephone instructions are likely to be given.