If you’re experiencing financial difficulty after a major life event, we ask you to contact us at your earliest convenience. There are a number of ways that we can help you depending on your circumstances.
We’re an ethical bank and we care for our customers. We want you to feel supported when things get tough. If you’ve been diagnosed with a mental or physical illness that is causing you financial difficulties or you need support, call us as soon as you can.
We listen. We have dedicated teams who can help you with your finances during difficult times. They can help you review your income, give you one-to-one support and put payment plans in place.
If you want to let us know, but don’t want to speak over the phone, you can send a secure message once you’ve logged in to online banking. Our dedicated team will reply to you directly.
If you’ve been made redundant, have found yourself unemployed, or are working reduced hours, it’s important to keep a close eye on your finances.
It’s also important in these situations to be aware of your rights, and how you can get help.
If you are unemployed, you may be entitled to job-seekers allowance (JSA) or other benefits. To check whether you’re eligible, please visit Turn2Us and use their benefits calculator.
If your employment circumstances change, it’s important that you let us know as soon as possible. We have a specialist team who can provide tailored support.
Ending a relationship can impact many aspects of your life, not just your finances. If you are worried about the security of the money in your accounts please call on +44(0)344 844 8899 (call charges).
You can find guidance and support on Citizen’s Advice website. They can provide help with all legal aspects and their services can be used free of charge.
If you have a joint mortgage with ourselves and are concerned about paying your mortgage, don’t delay and get in touch with us. We will discuss your situation to understand all available options for you. Please call us on +44(0)8000 288 288 (call charges).
If you hold a joint account, and want to switch it to a sole account you can request this using our transfer to sole account form.
When you become a parent you are entitled to maternity/paternity leave.
During this time, you may receive Statutory Maternity Payment (SMP).
Losing someone close to you can make things very difficult. We want to make sure that your finances are the last thing you need to worry about at this time.
You can find advice on what to do when somebody dies, and the support we can offer on our website. You can also get additional support for funeral expenses from the government.
You should be enjoying your retirement, not worrying about your finances.
Before you retire:
You should think carefully about retirement plans including pensions and tax considerations. See the government website for more information on private pension tax.
Plan your spending:
Before going into retirement, it’s best to take a look at your current spending habits. Make sure your outgoings don’t exceed your pension income.
For more help and information about your pension, you can contact Pension Wise, who can tell you more about your pension options.
If a bank account needs to be cared for by a person other than the account holder, Power of Attorney or Court of protection will be needed.
Power of Attorney can only be set up whilst the account holder has “mental capacity”. Certain types can be signed and witnessed with an instruction, only to be registered once “mental capacity” has been lost.
If someone has lost mental capacity and doesn’t have a Power of Attorney in place, a Court of Protection order is required. This is a court of England and Wales, which makes decisions on behalf of those who are incapable of doing so themselves. If there is a need for ongoing decisions to be made on someone's behalf, the court can give these powers to an individual. In Scotland, a Guardianship order operates in a similar way to a Court of Protection order. In Northern Ireland, this is called a Controller order.
It’s common to experience financial difficulties after graduating university and before finding full-time work.
If you need help managing your finances, visit managing your money day to day.
Financial abuse in intimate relationships is a way of controlling a person's ability to acquire, use and maintain their own money and financial resources.
To learn more about financial abuse, visit what is financial abuse.
The requirement to publish how we support our personal current account customers can be found on our supporting the needs of all of our customers page.
If you’re calling from the UK, calls to 0800 and 0808 numbers are free from landlines and mobiles; calls to 03 numbers cost the same as calls to numbers starting with 01 and 02; calls to 0845 and 0870 numbers cost 3p per minute, plus your phone company’s access charge; calls to 0844 and 0843 numbers cost 7p per minute, plus your phone company’s access charge. Charges for calls made outside of the UK will be determined by your local provider.
Calls may be monitored or recorded for security and training purposes.