Supporting the needs of all our customers

If you have an 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 over the phone can offer 1-1 support and guidance tailored to your individual circumstances
  • Personal customers only: 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 who are on hand to support you if you are experiencing money worries.
External Support

How we can help you deal with a major life event

Contacting us

  • You can contact us by phone where any of our staff can help you deal with an unexpected event. Our trained specialists can offer further 1-1 support and guidance tailored to your individual circumstances
  • We have a dedicated additional support helpline that can provide bespoke advice when needed. You can contact them on 0345 646 0318 (Mon - Fri 09:00 - 17:00, excluding bank holidays).

Contact Details

Specialist Support

  • We have Dementia Friends trained to provide additional support for those living with Dementia.
  • We will engage with external organisations who can offer independent advice and support.


External Support


  • You can notify us of a death of a spouse, partner or loved one by email, phone.
  • Personal Customers: Our bereavement support team are here to help and will be your single point of contact.
  • Business customers: Please contact for further guidance.


Bereavement Support

Domestic Abuse
  • If you are experiencing domestic abuse, you can speak to us in the strictest of confidence and we will offer you the help and support you need.
What is Domestic Abuse?
Other life events
  • Our team of specialists 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.
Additional Support


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

Helping you understand your money

  • Any of our staff 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.
  • Personal customers only: You can set up balance alerts to help you manage your account.
  • Personal customers only: 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.


Help Centre

Frequently asked questions

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

  • Personal customers only: Chip & signature Visa debit cards are available for customers who have difficulty using PINs
  • Personal, business customers and partnerships: 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
Braille, Large Print and Audio formats
Allowing someone else to help you use your account
  • Personal customers only: 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 Relay UK 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.

Relay UK


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

Contact Us

Please contact us for further information. Our details can be found here

External Support

You’ll find links and contact details for a range of Government, voluntary and community sector organisations who can provide direct services and support by clicking 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.