Frequently Asked Questions

You can open a new account in several ways:

• Visit any of our branch locations with valid ID and proof of address
• Apply online through our website by clicking the "Register" button
• Call our customer service at +44 78 7653 99 88
• Use our mobile app to start the application process

The process typically takes 5-10 minutes to complete, and you'll receive your account details immediately.

To open an account, you'll need:

• Valid government-issued photo ID (passport, driver's license, etc.)
• Proof of current address (utility bill, bank statement, etc. within last 3 months)
• Your Social Security Number or Tax ID
• Initial deposit (minimum varies by account type)

Additional documentation may be required for business accounts or specific account types.

You can check your account balance through multiple channels:

• Online Banking: Log in to our secure website or mobile app
• ATM: Use any of our ATMs or partner networks
• Mobile App: Download our app for real-time balance updates
• Phone: Call our automated phone system at +44 78 7653 99 88
• In Person: Visit any branch location during business hours

We offer a variety of loan products to meet your financial needs:

• Personal Loans: Unsecured loans for any purpose with competitive rates
• Auto Loans: New and used vehicle financing with flexible terms
• Mortgage Loans: Home purchase and refinance options
• Business Loans: Financing solutions for small businesses and entrepreneurs
• Home Equity Loans: Tap into your home's equity for major expenses
• Student Loans: Education financing with flexible repayment options

All loans are subject to credit approval and terms may vary based on your financial situation.

Loan approval times vary by loan type:

• Personal Loans: Instant decision to 24 hours
• Auto Loans: Pre-approval in minutes, final approval within 24-48 hours
• Mortgage Loans: 3-7 business days for initial approval
• Business Loans: 5-10 business days depending on complexity

To expedite the process, ensure all required documentation is complete and submitted with your application.

Applying for a credit card is simple:

• Visit our website and navigate to the "Credit Cards" section
• Choose the card that best fits your needs
• Complete the online application form with your personal and financial information
• Submit required documentation (ID, proof of income, etc.)
• Receive an instant decision or wait for further review

You can also apply in person at any branch or by calling our customer service team.

If your card is lost or stolen, take these immediate steps:

• Contact Us Immediately: Call our 24/7 customer service at +44 78 7653 99 88
• Report the Incident: Provide details about when and where you believe the card was lost or stolen
• Monitor Your Account: Check for unauthorized transactions
• Request a Replacement: We'll issue a new card with a different number

Your card will be deactivated immediately to prevent unauthorized use, and a replacement will be sent to your address on file within 5-7 business days.

Enrolling in online banking is quick and secure:

• Visit our website and click "Login" or "Enroll Now"
• Enter your account number and other identifying information
• Create a username and strong password
• Set up security questions for additional protection
• Verify your identity through our secure verification process
• Download our mobile app for convenient access on your smartphone

You'll receive a confirmation email once enrollment is complete, and you can begin using online banking immediately.

Yes, we employ multiple layers of security to protect your information:

• Encryption: All data is encrypted using 256-bit SSL technology
• Multi-Factor Authentication: Additional verification steps for sensitive transactions
• Fraud Monitoring: Real-time monitoring for suspicious activity
• Secure Login: Personal security image and phrase verification
• Session Timeout: Automatic logout after periods of inactivity

We also recommend using strong passwords, keeping your devices updated, and never sharing your login credentials.

Follow these best practices to protect your account:

• Monitor Regularly: Check your account statements and transactions frequently
• Secure Passwords: Use unique, complex passwords and change them regularly
• Enable Alerts: Set up account notifications for transactions and login attempts
• Update Information: Keep your contact information current
• Be Cautious: Never share account information or passwords with anyone
• Use Secure Networks: Avoid accessing accounts on public Wi-Fi without VPN protection

If you suspect fraudulent activity, contact us immediately at +44 78 7653 99 88.

If you receive suspicious communication claiming to be from us:

• Do Not Respond: Never click links or provide personal information
• Verify Independently: Contact us directly using official phone numbers or website
• Report It: Forward suspicious emails to our security team at security@fidi.co.uk
• Check URLs: Hover over links to verify they lead to official Bayer Heritage Federal Credit Union domains
• Stay Informed: Regularly review our security alerts and updates

We will never ask for sensitive information like passwords or PINs via email or unsolicited phone calls.