Supporting the needs of all our customers

If you have a personal 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	Any of our staff in our business centres or over the phone can offer 1-1 support and guidance tailored to your individual circumstances We’ll send you text alerts when your account goes overdrawn and you can arrange balance alerts on your account to help you manage your account	Account Alerts
Additional Help and Support	We will engage with our external partners who can offer independent advice and support We have trained specialists in our GB Direct team who are on hand to support you if you are experiencing money worries	External Advice

How we can help you if you are experiencing money worries

Dealing with the unexpected

Any of our staff in our business centres or over the phone can offer 1-1 support and guidance tailored to your individual circumstances
We’ll send you text alerts when your account goes overdrawn and you can arrange balance alerts on your account to help you manage your account

Additional Help and Support

We will engage with our external partners who can offer independent advice and support
We have trained specialists in our GB Direct team who are on hand to support you if you are experiencing money worries

How we can help you deal with a major life event
Contacting us	You can contact us by phone or visit one of our business centres where any of our staff can help you deal with an unexpected event Our trained specialists across our business centres can offer further 1-1 support and guidance tailored to your individual circumstances	Contact Details
Specialist Support	We have Dementia Friends across our business centres trained to provide additional support for those living with Dementia We will engage with external organisations who can offer independent advice and support	External Advice
Bereavement	You can notify us of a death of a spouse, partner or loved one by email, phone or calling into a business centre Our bereavement support team are here to help and will be your single point of contact	Bereavement Support
Other Life Events	Our team of specialists across our business centres are here to help you if you suddenly become ill, or are experiencing a significant change such as a divorce, redundancy or any other life event	Business Centres

How we can help you manage your day-to-day money better
Helping you understand your money	Any of our staff in business centres or over the phone can offer support and guidance to help you manage your money Our online ‘Help Centre‘ gives you information on how to manage your accounts, payments, cards, statements and fees We display answers to our customers' frequently asked questions online. This provides more useful information about other services available to our current account customers	Help Centre Frequently asked questions
Helping you develop your financial skills	You can set up balance alerts to help you manage your account We’ll send you alerts if your account goes into an unarranged overdraft, you have incurred charges or you do not have enough money in your account to cover items presented	Account Alerts

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

Helping you understand your money

Any of our staff in business centres or over the phone can offer support and guidance to help you manage your money
Our online ‘Help Centre‘ gives you information on how to manage your accounts, payments, cards, statements and fees
We display answers to our customers' frequently asked questions online. This provides more useful information about other services available to our current account customers

Help Centre

Frequently asked questions

Helping you develop your financial skills

You can set up balance alerts to help you manage your account
We’ll send you alerts if your account goes into an unarranged overdraft, you have incurred charges or you do not have enough money in your account to cover items presented

Account Alerts

Support you may find useful if you have a disability or a physical or mental health condition
Accessing cash	You can withdraw cash with your Visa debit card at UK Post Office Counters during opening hours as well as all UK ATM machines.	Post Office Services
Using your account	Chip & signature Visa debit cards are available for customers who have difficulty using PINs Talking Card Readers are available to authorise payments or carry out amendments via Online Banking	Chip & Signature Cards Talking Card Readers
Accessing information	We can provide your statements in Braille or large print. We can also provide brochures in Braille, large print or on audio All of our business centres have an induction loop which can be used in different areas of the office	Braille, Large Print and Audio formats
Allowing someone else to help you use your account	You can put in place third party access to your account, by way of third party mandate or power of attorney to make it easier for your relatives or friends to support you	Power of Attorney
Ways to interact with us	If you are hearing impaired you can contact us via Text Relay which is a text-to-speech and speech-to-text translation service where a relay operator will join the line to convey messages Telephone support for account and service enquiries are available during opening hours with extended support available for Online Services users and if you need to report your card lost or stolen	Text Relay Telephone support

* _{Some of the services listed above are also available to customers who hold other personal or business account types. For more information, you can call us or visit your nearest business centre.}

Independent Service Quality Survey Results

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

Information about current account services

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

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