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Call us 0800 121 8899
Contact

Customer Service Centre

We are open but exceptionally busy. Where possible, please leave phone lines free for our most vulnerable customers. 


Opening hours

Monday to Friday 8am-7pm
Saturday 9am-2pm
Sunday closed
Closed on bank holidays 

Free call from mobiles and landlines.


All enquiries 0800 121 8899

Call costs explained


 
 
We're here to help you 

How we can help our members


There are many ways we can support you - all you have to do is ask. You can call our Customer Service Centre free on 0800 121 8899, or speak to a member of the team in branch.
 

On this page, you can find out what we can do to make it easier for you in branch. You can also find out more about power of attorney, bereavement and what to do if you find yourself struggling to make a mortgage payment.  

Support available in branch
 

Here are some of the things we can do to help you. If there’s something you’re going to need every time, just let us know - and in most cases we can make a note on your account so you don’t have to ask again.
Hearing/Sensory

 
  • We'll reduce noise levels where we can
  • We'll dim the lights for you where we can
  • We'll use a hearing loop and microphone
  • We'll speak clearly if you lip read
  • We'll write things down for you
  • We’ll accept text phone or NGT (Next Generation Text)  
  • We'll lend you a magnifying glass to use while you're in branch

 

Mobility 

  • We'll give you a seat
  • We'll take you to a private room if one's available
  • We'll help you move around the branch
Personalised support

 
  • We'll give you as much time or explanation as you need
  • We'll help you fill in our forms
  • We'll help you set up Direct Debits and standing orders to save regular visits to the branch
  • We'll let someone you trust be with you for support
  • We'll support you in managing your money
  • We can send you all your account literature in large print, Braille or audio CD

 

 

 

Leaflets and materials 

We’ve got a range of information and leaflets on our website to help you with all kinds of different things. As well as that, all of our standard leaflets are available in:

  • large print
  • Braille
  • audio CD

Just call our UK-based Customer Service Centre on 0800 121 8899. 

Supporting you with your money 
 

Payment difficulties

If you’re having trouble paying your mortgage, or you think you may face difficulty in the future, it’s important to let us know as soon as you can. There are ways we might be able to help you.

Powers of attorney or third party help

If you need help managing your money now or think you may do in the future, it’s worth considering a power of attorney. It’s a legal document that lets you appoint one or more people to help you make decisions, or make decisions on your behalf.

 

If you need help in the short term, we can let a 'trusted helper' access your money on your behalf. Call us on 0800 121 8899 for more information. 

Bereavement

When someone dies, there’s a lot to take care of. You can find out more about how we can help make things easier for you here, or you can register a bereavement with us.



 

Other support available to you 

Whatever difficulty you’re experiencing, we’ve got information, advice and signposted support on a range of  important topics from mental health and domestic abuse.