Supporting our members

We use cookies to ensure that we give you the best browsing experience on our website. This includes cookies from third party analytics providers to help us understand how you use our site so we can continually improve. You can delete and block cookies, but parts of our site won't work without them. For example, you won’t be able to apply for an account or use Online Services.

If you’d like to find out more about how we use cookies view our Cookie Policy.

To find out more about how we look after your data view our Privacy Notice.

Home

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.

What you can do

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.

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.

More information

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.

More information

Get help with

We're here to help you

How we can help our members

Support available in branch

Supporting you with your money

Payment difficulties

Powers of attorney or third party help

Bereavement

Other support available to you