Service update

Latest update on how our services are running

As things continue to be uncertain, we want to reassure you that we are still here to support you in every way we can, whether it’s online, over the phone or face to face. Contacting usOur phonelines can get extremely busy so email is the best way to get in touch if you are struggling to get through. Please email: and we will get back to you as soon as possible.

New Member Portal

Over the next few months, we will be supporting even more members to switchover to the new platform.

We plan to wind down access to the old legacy portal (Member Area) by the end of March, and over the next few weeks we will be contacting members with an invitation to register for the new portal. We will prioritise those who use the old portal to manage their Family Finance Plan or to make share withdrawal requests, as we will be turning off this function first. We will be sending step-by-step guides to help you use the new portal, and there will be support from the team should you need it. In the meantime, you can still access the old member area (Legacy Member Portal), by logging in:
Loan applicationsOur loan applications are currently taking around 1-2 working days to review.

Once we have reviewed your application, we will send you an email to let you know when you can continue the last few steps to complete your application.  If you have any queries about a loan application, please email us:
Applying for a loan – existing membersExisting members who want to apply for a loan will need to apply through our new Member Portal. If you have not yet registered for our portal, you will need to set up your account before you apply.

Find out more about how to set up your account by reading and following the link to register in our FAQ. Important things to note:

  • You need to use your new 6 digit member number – basically add a 1 onto the number you already have. For example if your number was 12345 then it would become 112345. Use this 6 digit number when registering.
  • You must register with the email address we hold for you. If you don’t we won’t be able to link your membership to your new online account.
  • We also need to have your National Insurance number, your post code and your date of birth correct and up to date, as well as your mobile number. It’s probably unlikely you’ve changed your date of birth, but if you have changed anything else here and haven’t told us about it then the process won’t work. 

Branch and service points We are still operating an appointment-based service at our branch. Please help us to keep our staff and members safe by not coming into the branch unless you have made an appointment and unless absolutely necessary.

Remember we are not accepting cash payments or paying out cash in our branch for health and hygiene reasons. We will continue to accept payments by card.

Our local service points in Bristol, Bath and South Gloucestershire are remain closed until further notice. Engage cardIf you have an engage card you can continue to use it to pay bills and make purchases online. Please continue to contact the Engage service centre for help with your card and account with them.

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Posted on
01 February 2021