Help & Support

Accessibility & Extra Support

We’re here to make banking easier. Find quick answers, get in touch, or explore the extra support we can offer.

When you might need extra support

Needing a bit more support can happen to anyone.

Sometimes life changes, health issues, or money worries can make banking feel harder than usual. This might be for a short time, or ongoing. If you tell us what’s going on, we’ll do our best to support you in a way that works for you.

Health

Physical or mental health conditions can make everyday tasks harder, even if it’s temporary.

Life Events

Big changes like losing a job, caring for someone, a relationship ending, or a bereavement.

Resilience

A sudden money or emotional shock can make it harder to keep up with payments or plans.

Capability

If you’re not confident with money, or you find reading, writing, numbers, or technology difficult, we can help.

How we can help

Support for your banking needs

Practical help and accessible options for different situations.

Financial Difficulty

We’re here to help if you’re experiencing money worries.

If you’re struggling to keep up with payments, it’s best to speak to us as early as you can. We can:

Talk through your situation without judgment
Look at payment options that may be more manageable
Explain what help might be available and what happens next

You can also get free, independent debt advice:

Visual impairment support

Specialist support for customers who are blind or have sight loss.

We can talk through ways to make information easier to access, such as:

Clearer formats and easier-to-read communications – Contacts us if you require specific changes to how we communicate with you
Help using our services with screen readers or accessibility settings
Extra time and support to go through important information

External Support:

RNIB support and advice

Hearing impairment support

Communication options designed for customers with hearing loss.

If phone calls aren’t easy, we can look at other ways to communicate, including:

Email or written communication
Clear step-by-step explanations and follow-ups in writing
Using a relay service, if you prefer to call that way

External Support:

Cognitive & mental health support

Support if you’re feeling overwhelmed, anxious, or need things explained more simply.

If you’re finding things hard right now, we can help by:

Explaining things clearly and at your pace
Giving you extra time to make decisions
Discussing ways to reduce stress around payments and contact
Helping you involve someone you trust (if you want)

External Support:

Bereavement support

Compassionate support during difficult times.

We’re sorry for your loss. If you need to tell us about a death, we’ll guide you through the next steps. We’ll explain:

What happens to accounts and any payments
How long things usually take, and who to contact for updates
What information we might need (and what you don’t need to do)

External Support:

Power of Attorney

Helping you manage finances on behalf of someone else.

If you’re acting for someone under a Power of Attorney (or similar legal authority), we can help you register it with us. We’ll explain:

What documents we need and how to send them
What access you’ll have once it’s registered
How we’ll keep things secure for both of you

If the customer understands and can give consent, there are also options to let someone help without a Power of Attorney:

Third Party Authority (written consent): We can send a form for the customer to sign and return. This allows the person they choose to discuss and help manage the account on their behalf.cuments we need and how to send them
Verbal authority (one call only): the customer can allow someone to speak to us during that call. The customer will need to complete security checks first.

External Support: