Extra help when you need it

Dealing with unexpected and difficult situations such as serious illness, unemployment, relationship breakdowns, or the death of a loved one can be tough.

Managing finances during such times can become even more challenging. Our Customer Support Team is here to provide assistance.

Bereavement:

We are sorry for your loss. We know this is a difficult time. When someone passes away, we will do all we can to help you manage the finances.

To register a death, please send us:

  • A copy of the account holder’s death certificate
  • The name and address of the executor or administrator

You can send these documents to us by:

We will contact you to explain your next steps once we receive the paperwork from you. This is because there are two different ways of jointly owning property: joint tenants or tenants in common.


My communication needs:

Where possible, we can send our messages in different formats like;

  • braille
  • large print
  • audio

Let us know your preferred method of contact

We can talk to you at different times:

Were possible, we can contact you at set times on a set day within our opening hours.

We can speak slowly, loudly and clearly:

We will speak slowly, loudly and clearly, and where possible, prevent the use of jargon and use simpler language to explain complex concepts.

We can get in touch in different ways:

Where possible we can contact you by email, telephone or post.

We can change speech to text:

Text relay offers text-to-speech and speech-to-text translation services for customers


Help managing my account:

We can talk to another person about your account:

We can speak to someone else on your behalf. Ask about our third-party options.

We have alternative methods for verification:

If you’re unable to sign or produce a consistent signature, we have alternative methods to verify your identify.


Support from other organisations

Worrying about your finances can leave you feeling isolated. But you’re not alone. There are a number of organisations you can seek free and independent advice from.

If you need urgent help, please call the Samaritans on  116 123.