How do I become a member?
You complete the membership application form. We will email you within two working days with your membership and payment details. 

Is there a fee?
Yes. The annual membership fee is £3 and the minimum balance you need to keep your account open is £3. The annual fee will be taken when you open the account and on the 1st of October thereafter.

How do I make payments into my savings account?
You can set up a Direct Debit with us or a standing order from your bank account to make regular payments. You can make instant payments by debit card or over the telephone and soon over the internet.

How do I take out my money?
You can make a funds transfer request online by contacting us or via email or telephone and we will transfer your money to your bank account or pre-paid card. In special circumstances we can post you a cheque.

How can I apply for a loan?
You complete the loan application form. We will process this usually within two working days and telephone you to complete the process. We may require further information in the form of bank statements or benefit confirmation letters. Once your loan has been approved we will email your loan agreements documents to you, and on receipt of the signed agreement we will transfer funds to your bank account or pre-paid card. We will not transfer loan funds by cheque.

How can I repay my loan?
All loan repayments will be by Direct Debit from your bank account. If you do not have a bank account we will provide you with a pre-paid card from which you can make repayments. We will also accept debit cards repayments online or over the phone.

What happens if I can’t make a payment?
If you find that you cannot afford to make a repayment please contact us immediately. We will in special circumstances consider rescheduling your loan to reduce your regular payments, or utilise your savings to cover your payment.

By signing a loan agreement you enter into a legally binding agreement to repay what you have borrowed from us. The money belongs to our members and repeated unauthorised missed payments will be dealt with quickly and legal action will be taken where appropriate.

Do I need to save with you in order to be given a loan?
Yes, you need to save as you repay your loan, but you do not have to save before applying. Only our members can have a loan from us, so in order to be approved for a loan you need to become a member and save regularly as part of your loan agreement. The savings amount will depend on your loan agreement but will typically be 10% of your repayment amount.

Can I check my savings balance online?
Yes. Once you have joined, you can register for a PIN number and password which will enable you to access your account details via our website.

How do I get a pre-paid card?
If you do not have a bank account and apply for a loan with us you will need to purchase a pre-paid card. We can supply these at cost. This is the only charge that we will make, but there will be a charge from the card provider for loading money onto the card or withdrawing money at a cash point, and for making payments with the card. We will have more information about our pre paid card shortly. 

How do I use my pre-paid card?
We will load your loan onto the card and you can then use the card to withdraw your money from a cash point or use it to pay for goods online or in store. You can have your wages or benefits paid directly onto the card and then use the card to make your loan repayments to us either via our website or over the phone.

How do I apply for payroll deductions?
Firstly check if your organisation has agreed to provide payroll deductions to SurreySave. If yes, then complete the membership form including your employee number. Please allow at least two weeks for deductions to be set up.

If your organisation does not yet provide this service please contact us to let us know and we will discuss this with your employers.

How will I contact SurreySave?
You can contact us via our website or telephone us on 0844 4060984 Monday – Friday from 9am to 5pm.

How will you contact me?
In most circumstances we will contact you via email. We may contact you via text depending on the preferences you choose when completing your membership application. You can opt out of email communication by contacting us. 
We will send you an annual statement of your accounts with your invitation to our AGM.

How would I make a complaint?
We aim to provide a professional and friendly service to our members, however we appreciate that mistakes can happen and we welcome the opportunity to put things right. A full copy of our complaints policy is available on request. You have the right to refer complaints to the Financial Ombudsman Service in the event that you remain dissatisfied with our response.

Would I be compensated if the credit union closed?
We are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a credit union is unable to meet its financial obligations. Most depositors – including most individuals and small businesses – are covered by the scheme.
In respect of deposits, an eligible depositor is entitled to claim up to £85,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors, the maximum amount that could be claimed would be £85,000 each. The £85,000 limit relates to the combined amount in all the eligible depositor’s accounts with the credit union, including their share of any joint account, and not to each separate account.
For further information about the scheme (including the amounts covered and eligibility to claim) please ask the credit union, refer to the FSCS website www.fscs.org.uk or call 0800 678 1100.

How do I volunteer with SurreySave?
If you would like to be considered for a volunteer role please contact us. We would be especially interested to hear from people with book-keeping, accountancy, marketing, IT and information management skills.