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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 when calling us or visiting us 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 to you

Here are some of the things we can do to help you. If you think one or more of the points below could help you, let us know. We can add an indicator to your record, so we'll always know how we can help you. 


  • We'll reduce noise levels where we can
  • We'll dim the lights for you where we can
  • We'll use a hearing loop
  • 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
  • We'll slow down when we're talking to you
  • We'll talk louder/use a quieter space where possible
  • We can provide you with a colour film to help you read our documents


  • 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
  • We'll only talk to you about the transaction taking place
  • We can provide you with a pen grip to help you write and sign in branch
  • We can provide you with a signature template to help you sign in branch

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


If you've had a change in your life which is affecting you financially, let us know. There may be ways we can help you.

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.

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. 


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. 

Want help?
Our help section is bursting with useful information. If you'd rather chat, just give us a call.


Call us on 0800 121 8899

Lines open
  • Mon-Fri 8am-7pm
  • Saturday 9am-2pm
  • Sunday & Bank holidays Closed
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Want help?
Our help section is bursting with useful information. If you'd rather chat, just give us a call.


Call us on

0800 121 8899

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