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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.
Understanding your finances
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.
Money worries
  • 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.
Independent advice

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.
Contact number details
  • 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.
Branch locator
Specialist support
  • We’re available 24/7 by telephone to provide support for you and will refer you to our specialist teams where appropriate.
Contact number details
  • 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.
Branch locator
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.
Bereavement support
  • 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.
Bereavement support guide (pdf, opens in new window)
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.
Contact number details
  • Our branch staff can provide support and will refer you to our specialist teams where appropriate. Just write to or visit a convenient branch.
Branch locator

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.
Personal current accounts
Helping you develop your financial skills
  • We provide a range of financial wellbeing information on our website that can help you manage your finances.
Financial wellbeing
  • Our mobile, telephone and internet banking allow you to keep track of your spending 24/7.
Personal ways of banking
  • 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.
ATM locator
  • For day-to-day banking transactions, you can visit a branch or use an ATM. You can also visit your nearest Post Office.
Ways of banking – branch, ATM, Post office
  • There are options for you to provide authority for someone else to access cash on your behalf.
Third party access
Using your account
  • We have a variety of support options available if you need help with your day-to-day banking.
Accessibility & disability support
  • In addition to our branch network we offer mobile, internet & telephone banking which provides secure 24-hour access to your account.
Ways of banking
  • You can make contactless payments with our debit or credit cards, Apple Pay or Android Pay.
Contactless payments
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.
Website accessibility
  • 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.
Mobile banking
  • We can make your statements or documentation available in larger print, braille or audio format.
Accessibility & disability support
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.
Third party access
Ways to interact with us
  • In addition to our branch network you can interact with us securely through internet & telephone banking.
Ways of 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.
SignVideo

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.

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You can find impartial information and guidance on money matters on the “Money advice service” website.
Yorkshire Bank is covered by the Financial Services Compensation Scheme (FSCS), Find out more.