Customer Support

How do I update my personal details?

Changing your personal details

Changing your address, email address and/or landline telephone number

If you need to update your address, email address and/or daytime or evening number you can do this by:

  • Logging on to Internet Banking, selecting 'Other Services' from the menu, and then 'Change My Details'. Follow the on-screen instructions, and ensure you have your mobile phone nearby, as we'll verify your request via a text to your registered mobile number.
  • Completing the Change my details form and sending it to us using one of the methods in the 'Sending your request' section below
  • Calling our Customer Services Team on 01228 403141
  • Visiting your local branch

To change your address we’ll require your new address along with your postcode. Unfortunately we can not change an address without a postcode.

If you hold accounts with us in joint names, we can only change the correspondence address of these accounts if you are first name on the account. The other parties on the accounts will be required to change their own details using one of the methods mentioned above. Please note we can’t change the other account holder’s address without their authority.

You’re only able to change the address of an account if you’re able to authorise a change in accordance with the signing rules on the account (e.g. two signatures to sign).

If you hold a mortgage or have an insurance policy with us, we may need to contact you for further details.

If you hold business accounts, you’ll need to visit your local branch to change any of these account details.

If you’re moving overseas, please contact us on the number above to discuss this.

Changing your mobile number

If you need to update your mobile number you can do this by completing the Change my details form and sending it to us using one of the methods in the 'Sending your request' section below or by visiting your local branch.

Changing your name

If you’re updating your name we’ll require your new name along with the original documentation detailing this change (i.e. marriage certificate, Decree Absolute, deed poll). You can do this by visiting your local branch or sending your original documents to us with a signed written request containing both your old and new signatures.

Sending us your request

To send your request to change any of your details mentioned above you can use the following:

  • Post – Investment Services, Cumberland Building Society, Cumberland House, Cooper Way, Parkhouse, Carlisle, CA3 0JF
  • Email changemydetails@cumberland.co.uk
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