Help Centre

Find the answers to our most frequently asked questions below.

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About Allica

Who are Allica Bank?

Allica Bank was granted its UK banking licence in September 2019, and we've grown quickly since then.

We have offices in Milton Keynes and London, and a team of expert relationship managers out on the road across England and Wales, providing personal support to small businesses in their local communities.

In everything we do, we live and breathe our four core values of collaboration, integrity, delivery and being straightforward.

Is Allica Bank regulated?

Yes. Allica Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (FRN: 821851).

Savings

How do I apply for an account?

Applying for an account is easy. All you need to do is click ‘Apply now’ on our savings page and follow the online instructions.

I'm having trouble logging in my Online Banking, what should I do?

There are a number of things you can try if you are having trouble logging in to your Online Banking account. If you have forgotten your log in details, please see this FAQ.

Otherwise, you should:

  • Check that you’re using the correct link. The easiest way to do this is by clicking on the ‘login’ button found in the top-right hand corner of this page. On mobile, click the menu icon.
  • Make sure you're using the most up-to-date version of your internet browser. Alternatively, try using a different internet browser.
  • Try deleting your cookies and clearing your cache, then restarting your internet browser.

For instructions on how to delete your cookies/ cache, please select your internet browser: Google Chrome, Microsoft Edge, Safari, Internet Explorer, Firefox.

I’ve forgotten my password or username. What should I do?

If you have forgotten your password or username, click the ‘Trouble Logging In’ button on the log in page and follow the instructions.

If you continue to have trouble, then please contact our Customer Services team who will be happy to help. You can either do so by email (customer.services@allica.bank) or give us a call on 0330 094 3333 (8.30am to 5.30pm, Monday to Friday).

Do you offer joint accounts?

Not yet, but we hope to in future.

How do I pay into my account?

You can pay into your account from your nominated bank account. Once your account is up and running, you’ll receive an email from our customer services team giving you all the information you need to know about managing your account. This will include our sort code and account number, and your unique application reference number needed to make the payment.

Why is my bank not recognising Allica Bank when I try to pay into my account?

When paying into your Allica Bank savings account, you may see a warning from your existing bank. This is nothing to be worried about. It’s because of something called ‘Confirmation of Payee’, which is there to help you avoid sending money to the wrong place.

It’s a new security measure to ensure the name of the person you’re paying matches the name on the recipient account.

You may find a warning shows when making your payment to Allica, even if the details are all correct. This is because we work with a partner to help us process faster payments that doesn’t currently doesn’t operate using ‘Confirmation of Payee’. This is perfectly normal and you can continue making your payment.

You can find out more about this here.

I’ve applied, but I’ve not received a confirmation email. What do I do?

First things first, we recommend checking your junk email inbox for an email sent by customer.services@allica.bank. Sometimes, emails from new contacts can end up here by accident.

Failing that, drop us an email on customer.services@allica.bank or give us a call on 0330 094 3333 (8.30am to 5.30pm, Monday to Friday) and we’ll get you set up!

How can I keep track of my account?

All our savings accounts come with access to Online Banking, which will allow you to view the key information about your account. In order to log in to Online Banking, you’ll be asked to set up a username and password during the application process.

Why have I received a text from ‘PingID’?

PingID are a specialist provider of online security services that Allica Bank uses to keep your Online Banking information secure. You’ll receive a text from PingID during your account set-up with instructions on how to set this security up.

Do you charge any fees for operating my account?

No. We won’t charge you a penny for using our standard savings account services.

How do I know when my fixed-term matures?

You'll be able to see when your fixed-term matures by logging in to Online Banking. Also, we will get in touch around 30 days before your fixed term ends to let you know what options are available to you.

How can I update my personal details?

If you need to change any of your personal details, including your nominated bank account, please contact our Customer Service Team at customer.services@allica.bank.

My fixed-term has matured. What happens now?

One month before your fixed-term deposit matures, we will email you asking you to log into your online banking to let us know what you'd like to do with your money on maturity.

If you don't let us know what you want to do with your money before maturity, it will be moved to an easy-access holding account. It will remain in this account until you provide instructions on what you’d like us to do next through your Online Banking.

Please see a summary of the holding account below:

Personal savers

Business savers

 

How do I request a withdrawal from my notice account?

You can request a withdrawal from your notice account at any time, you’ll just have to wait for the duration of the notice period before your money is returned to you.

In order to do so, simply send us a message using our Online Banking messaging service, or give us a call on 0330 094 3333.. Our customer services team will be able to arrange your withdrawal for you, with your money being returned to your nominated account.

Can I take my money out before my fixed term matures?

A fixed-term savings account is designed specifically for savers who are willing to lock their savings away for a set period of time. As such, you cannot make a withdrawal from your fixed-term deposit during the term. If you believe you might need access to your money at short notice, then an instant access or notice account might be a more suitable option for you.

Please note, you are not entitled to a 14-day cooling off period with a fixed-term savings account.

How do I close my account?

To close your account, simply send us a message using our Online Banking messaging service, or give us a call on 0330 094 3333. Our customer services team will then start the process of closing your account, with any remaining funds being returned to your nominated account.

Bear in mind, in a notice account you’ll have to wait for the duration of the notice period before your money is returned to you and your account can be closed. In a fixed-term account, you will need to wait until your fixed term ends.

What rates have you previously offered on your savings accounts?

You can see a list of all the rates we’ve previously offered here.

I recently opened an account but now want to close it. Is there a cooling off period?

If you have deposited money into a fixed-term account, then there is no cooling off period and you will have to wait until your fixed term comes to an end before you can get your money back.

If you have deposited money into a notice account, then you are entitled to a 14-day cooling off period, starting on the day you made your first deposit. If you would like to close your account within the cooling off period, please send us a message from your Online Banking account, or visit our contact us page.

Both fixed-term and notice accounts will be automatically closed after 14 days if you have not yet deposited money into them.

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Commercial Mortgages

How do I apply for a Commercial Mortgage?

Please visit the Commercial Mortgages page where you will find a contact form. Please complete it and we will be in touch to arrange a discussion.

How much can I borrow on a Commercial Mortgage?

The amount we will lend will be considered when we receive your application for a Commercial Mortgage. Generally, the minimum loan size is £150,000, the maximum is £5 million. Please visit the Commercial Mortgages page where you will find a contact form. Please complete it and we will be in touch to arrange a discussion.

To which business types are Allica Commercial Mortgages available?

Our commercial mortgages are available for UK-registered Limited Companies, LLPs, Partnerships, Sole Traders and NewCos (not yet incorporated), typically with two years of full financial accounts based in England, Scotland & Wales.

Do you lend against leasehold properties?

Yes. As long as the lease has a minimum of 50 years unexpired at the end of the mortgage term.

What security is required for a Commercial Mortgage?

A first legal charge over the property will always be required. We may require personal guarantees or additional security - this will be discussed if an offer to lend is made.

Are further advances available on existing Commercial Mortgages?

We are happy to consider applications; it's easier for you to talk through what you are looking for and we can give you an indication of whether a further advance would be possible. Please contact us to discuss your requirements.

Are overpayments permitted?

10% overpayments are allowed per annum without penalty. If you want to overpay any more please check terms and conditions of your Commercial Mortgage for details of any Early Repayment charges which may apply.

Which fees are payable for Commercial Mortgages?

Please follow the link to find full details of our Tariff of fees.

Accessing our services and protecting your information

How can I change my marketing preferences?

If you would rather not receive marketing material from us you can let us know by emailing us on customer.services@allica.bank or by calling us on 0330 094 3333.

How do you keep my personal information secure?

Protecting your information is our highest priority. You can find out about how we do this by clicking here.

How do you check my identity?

When you apply for a product we make checks electronically, for example to check the names of Company directors at Companies House. In some cases where we cannot validate the details we may request additional documentation, which can be uploaded securely. We'll contact you if this is necessary and explain what we would like to see, and how to send proof.

I have been asked for more information. How can I safely share this with Allica?

Wherever possible, we deal with requests online or over the phone to keep things simple. On occasion we have to ask for further information.

In most cases the information requested can be sent electronically. We will send you a secure link, which can be used one time only and will be issued from an email address ending in @allica.bank.

If you receive any emails from another address, or are in any way unsure please contact us immediately on 0330 094 333.

Managing your account

Can I change a direct debit I make with you?

The amount of the direct debit and the date on which it is paid, are linked to your loan agreement.

If you wish to change how you pay us or the account from which the payment is made, please contact us

Can I give somebody else access to my account?

Yes. We'll need some information from you so please call us on 0330 094 3333 and we'll explain what to do. 

Do I need to tell Allica if there are any changes to Company Officers?

Yes. Please let us know if there are any changes to Company Officers. Contact us and we'll let you know what information we require.

Will I receive a statement?

Yes. We will publish a statement once a year on the anniversary of opening your account, or you can request one at any other time by contacting us.

Complaints

I wish to make a complaint, how do I do this?

We always aim to provide excellent service but sometimes things go wrong. Normally, we can put things right quickly, so if you have a complaint, please tell us about it.

The easiest way to tell us is to complete the form on the complaints page of our website.

If you prefer to call, the number is 0330 094 3333.

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Call us

0330 094 3333

8:30am - 5:30pm Monday-Friday

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