Contact us

Coronavirus (COVID-19)

If you’re worried about the impact of the coronavirus on your Share Plans, we’re here to help. We’re updating our website regularly with information you may need, including details of any services that have been affected. We’re currently managing to deliver all administration services in line with expectation, although you may experience short delays if you’re waiting to hear back from us.

How to contact us

We’re dealing with a much higher number of calls at the moment. So that we can support those in the most vulnerable situations we ask that you only call us if your enquiry is urgent. Please email us instead wherever possible, using the details below. We are doing our best to help customers as quickly as possible and we appreciate your understanding.

If you’re a Sharesave customer please refer to the FAQ’s below. If you can’t find the answer you’re looking for please email your enquiry to YBSSharePlansAdmin@ybs.co.uk

If you’re a Share Incentive Plan customer please email your enquiry to
YBSSharePlansSIP@ybs.co.uk

If you’re a Discretionary (Executive) Share Plan customer, please email
ExecSharePlans@ybs.co.uk

Sharesave FAQ's

Here are the answers to some of the more commonly asked questions about Sharesave.

If you’re experiencing short term financial difficulty, you don’t have to close your Sharesave account, you can take a payment holiday instead (see next question).

You can close your Sharesave account and withdraw the money you’ve saved so far at any time, but you’ll immediately lose your right to buy shares at the fixed Option Price. The quickest way to do this is by logging into your online account at ybsshareplans.co.uk. Just select the account you want to close and then select ‘Closure Options’, followed by ‘Return of Savings’. We’ll send your money to the bank account details you’re asked to confirm as part of your online instruction.

Login

If you’re not registered for online access, you’ll have to do this first before getting started by selecting ‘Register’ and following the on-screen instructions. This will only take a few moments of your time but you’ll have to wait for your customer number to arrive through the post before you can provide your instruction.

Register

If you can’t get online you can close your account over the telephone by calling 0345 1200 300 (please make sure you have your account number to hand). Call volumes are much higher than usual at the moment and so you may have to wait some time to get through to someone.

Yes. If you’re experiencing short term financial difficulty you don’t have to close your account, you can choose to take a break from payments instead and still retain your right to buy shares at the fixed Option Price. You’ll have to make these payments up later though and your maturity date will be delayed by one month for each monthly payment you choose to defer.

In normal circumstances the maximum number of contributions you can defer is 12 and if you miss more than 12 monthly payments (or weekly equivalent), you’ll lose the right to buy shares at the fixed Option Price, but you’ll still be able to get your savings back.

HM Revenue and Customers (HMRC) has recently issued new guidance allowing those who are furloughed or on unpaid leave during the COVID-19 pandemic to defer more than 12 monthly contributions (or weekly equivalent) and still retain the right to purchase shares at the fixed Option Price. You’ll still have to make up these additional missed payments though and your maturity date will be pushed back by the total number of payments missed. You must resume contributions as soon as HMRC confirm the payment holiday extension period has ended.

If you want to take a payment holiday or you have already missed twelve payments and wish to miss additional payments due to being furloughed or on unpaid leave, please contact your Company Payroll in the first instance.

Yes. You can view and manage your account(s) online at ybsshareplans.co.uk. If you’ve already registered to view your account online, just select ‘Login’ and enter the 10 digit customer number you were provided when you first registered (you have the option to update this to a more memorable username). If you’ve forgotten your customer number you’ll have to contact us for a reminder. If you’ve forgotten your password you can request to reset this online. You'll receive an email of instructions to the address registered against your online account. If you've recently been furloughed please also refer to the answer which follows further below.

Login

If you haven’t previously registered to access your account online you’ll need to do this first. Select ‘Register’ and follow the on-screen instructions. Registration will only take a few moments, but please make sure you have your Sharesave account number to hand. Once you’ve completed the online registration process, we’ll send the 10 digit customer number you’ll need to login to your home address. You’ll have the option to change this to a more memorable username when you login for the first time.

Register

You can view the details of your account(s), including the current balance, online at ybsshareplans.co.uk.

You can review and update most of your personal details online at ybsshareplans.co.uk. Once you've logged into your online account, just select your name (which appears alongside the logout button) and the personal details menu will appear. You can update most of your details here, but you’ll have to write in to us with supporting evidence if you want us to change your name. Please note however that paper instructions are taking a little longer to process in the current circumstances.

We are also able to take change of detail instructions direct from your employer.

If your works email address is registered against your online account and you are now furloughed, some communications will be going to an address you can no longer access. To make sure we can continue to communicate with you by email, we recommend that you update your online account with your personal email address if you have one. Details of how you can do this are explained above.

If you have forgotten your password and can’t login to update your email address online, you can give our helpline a call on 0345 1200 300 and they’ll reset your password and email address over the phone.

If you already have a personal email address registered against your online account, there’s no need to phone, you can request a password reset online and receive an email of instructions to your personal address.

We’ll contact you by post or email, 3-4 weeks before your Sharesave is about to mature, outlining the choices available to you and any action you need to take. Your maturity date is confirmed on the option certificate you were sent after applying as well as on your online account at ybsshareplans.co.uk. If you’ve missed any payments your maturity date will be delayed by one month for each monthly payment you’ve missed.

It’s really important that you check all of the personal details registered against your online account a few weeks before maturity. This will help ensure everything runs smoothly when you are ready to provide your instruction. In certain circumstances you’ll receive an automated telephone call to verify your identity before we release funds to you, so it’s really important that you check your phone number is up to date.

If you’ve provided an instruction to close your account and take back your savings or you’ve exercised your option and chosen to keep or sell some shares and want an update, you can email us at YBSSharePlansClosures@ybs.co.uk. You should only contact us for an update if your receipt of cash or shares is now overdue.

As soon as we receive notification from your employer that you’ve left the company, we’ll write to you confirming the choices available to you and any action you need to take.

In certain circumstances such as:

  • Retirement
  • Redundancy
  • Injury or disability
  • Transfer to another company under 2006 TUPE regulations
  • A change of control of the company (e.g. takeover)

You’ll be allowed to buy a reduced number of shares at the Option Price within 6 months of leaving. You may also be able to contribute up to 6 more monthly payments (at your usual amount) during this period if your company allows it. This will increase the amount of money you have available to buy shares.

If you leave for another reason that results in you losing your option to buy shares at the Option Price, you’ll still be entitled to take back the savings you’ve made so far.

Supporting you

As the coronavirus is having an impact across the UK, you may be feeling worried about the impact on your finances.

We wanted to say we’re here for you if you have any concerns about your money or any accounts you hold with us. The welfare and safety of both our customers and colleagues is the most important thing to us and we’ll continue to make sure you’re supported. We work hard to keep your money safe, so this includes us helping you to be fraud aware.

Staying alert to fraud

Unfortunately, fraudsters may try to take advantage of you and the current situation. It’s really important you’re aware of anything potentially suspicious, such as messages about coronavirus, trying to sell you good and services, including those claiming to be from your bank or building society. Criminals are very good at impersonating people and organisations.

A few basic rules to remember are:

  • We will never ask you for your full PIN or password;
  • We will never ask you to move money from your accounts;
  • Never click on links or download attachments as fraudsters might infect your device with malware, or enter personal details for anyone or any website you don’t trust;
  • Never feel pressured into sending money to someone, or deal with someone you don’t know or are unsure about;

If it seems too good to be true, you are unsure, or feel uncomfortable, say no. Taking the time to stop and think, or refuse a request will not be a problem with something that is genuine.

For more information about how you can be fraud aware and protect yourself, take a look here.

We also have a handy online guide to the different ways you can protect yourself and your money from fraud here.

UK Share Plans

To talk to us about your Sharesave (SAYE) or Share Incentive Plan (SIP / BAYE), please call us on:

0345 1200 300*

(+44 1274 353 015* when calling from outside of the UK)

Sharesave lines are open Monday to Friday 9:00am to 5:00pm and Saturday 9:00am to 1:00pm

Share Incentive Plan lines are open Monday to Friday 9:00am to 5:00pm.

Discretionary Share Plans

To talk to us about your Discretionary (DSP) Plan, please call us on:

0345 166 9211*

(+44 1274 353 259* when calling from outside of the UK)

Lines are open Monday to Friday 9:00am to 5:00pm