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Supporting the needs of all our customers

If you have a current account with us, this table shows the key ways of supporting you when you need us.

How we can help you if you are experiencing money worries

Dealing with the unexpected
  • Our staff are trained to provide support if you have money worries and will refer you to one of our specialist teams if needed.
  • Whether your money worries are caused by a change in circumstances or something else, there are steps you can take to make things better. Our website offers financial planning guidance, including a free budgeting tool to help you understand your finances better.
Additional help and support
  • Our Financial Care Team are experienced in working with people who have money worries. They will work with you to find solutions for your specific situation. They will let you know about independent debt counselling specialists who can help you manage your arrangements with different companies and find other sources of support.
  • You can access self-help information on our website including a free budgeting tool and details of external organisations who may be able to provide additional support.

How we can help you deal with a major life event

Contacting us
  • We’re available 24/7 by telephone to provide support for you and will refer you to our specialist teams where appropriate.
  • Our branch staff can provide support for you and will refer you to our specialist teams where appropriate. Just write to or visit a convenient branch.
Specialist support
  • We’re available 24/7 by telephone to provide support for you and will refer you to our specialist teams where appropriate.
  • Our branch staff can provide support for you and will refer you to our specialist teams where appropriate. Just write to or visit a convenient branch.
Bereavement
  • Our Bereavement Services team provide support for the settlement of deceased customer accounts. If appropriate, they also provide support to manage your finances following the loss of a loved one. You can contact them online, by telephone or through one of our branches.
  • Our Bereavement Support Guide will help you understand how we deal with the accounts we hold, how to manage the estate and will help answer your immediate questions.
Other life events
  • We’re available 24/7 by telephone to provide support for you and will refer you to our specialist teams where appropriate.
  • Our branch staff can provide support and will refer you to our specialist teams where appropriate. Just write to or visit a convenient branch.

How we can help you manage your day-to-day money better

Helping you understand your money
  • We provide information and guidance to help you understand our personal current accounts. This information can be accessed through our website, in our branches or by talking to a member of staff.
Helping you develop your financial skills
  • We provide a range of financial wellbeing information on our website that can help you manage your finances.
  • Our mobile, telephone and internet banking allow you to keep track of your spending 24/7.
  • You can set up text alerts to your mobile phone to let you know when your balance falls below a certain amount or when you enter an unarranged overdraft to help avoid or reduce charges.

Support you may find useful if you have a disability or a physical or mental health condition

Accessing cash
  • All our ATMs have audio capability to guide blind and partially sighted customers through the choices and information on the screen.
  • For day-to-day banking transactions, you can visit a branch or use an ATM. You can also visit your nearest Post Office.
  • There are options for you to provide authority for someone else to access cash on your behalf.
Using your account
  • We have a variety of support options available if you need help with your day-to-day banking.
  • In addition to our branch network we offer mobile, internet & telephone banking which provides secure 24-hour access to your account.
  • You can make contactless payments with our debit or credit cards, Apple Pay or Android Pay.
Accessing information
  • We've developed our website to make it as accessible as possible – it supports a range of helpful tools such as screen readers, speech packages and screen magnifiers.
  • We've developed our mobile banking app to make it more secure. This includes faster log in with fingerprint and face ID on compatible mobiles.
  • We can make your statements or documentation available in larger print, braille or audio format.
Allowing someone else to help you use your account
  • We have a range of short and long-term solutions to allow someone else to help you use your account, including internal third-party mandate, power of attorney and guardianship order.
Ways to interact with us
  • In addition to our branch network you can interact with us securely through internet & telephone banking.
  • We can offer longer appointment times in branch if required.
  • For customers who use British Sign Language we offer the SignVideo service. This connects you directly to our Contact Centre team who will deal with your call or transfer you to the appropriate specialist team.

The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found here.

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here.