Your support needs

What support you need and what we can do for you

I need a different communication format

I need audio

We'll send you statements automatically on a CD. For any other communication you'll receive a standard written copy and a separate CD.

I need Braille type 1

We'll send you statements automatically in Braille Type 1. For any other communication you'll receive a standard written copy and a separate Braille copy.

The difference between Braille Type 1 and Type 2 is that Type 2 is known as contracted braille and is more like shorthand.

I need Braille type 2

We'll send you statements automatically in Braille Type 2. For any other communication you'll receive a standard written copy and a separate Braille copy.

The difference between Braille Type 1 and Type 2 is that Type 2 is known as contracted braille and is more like short hand.

I need Large print (font 20)

We'll send you statements automatically in Large print (font 20). For any other communication you'll receive a standard written copy and a separate Large Print copy.

I need Giant print (font 32)

We'll send you statements automatically in Giant print (font 32). For any other communication you'll receive a standard written copy and a separate Giant print copy.

I need you to explain my correspondence to me

When you contact us we'll break down the communication you've received to help you better understand what we're telling or asking you to do.

How I need you to interact with me

I need you to speak slowly and clearly

When you call us we'll make sure that we slow down our pace and speak clearly.

I need you to know that English isn't my first language

When you contact us we'll regularly check that you understand the conversation and don't need any further support. If you call us we'll make sure that we slow down our pace and speak clearly.

I need a large secure key for online and mobile banking

We can provide large keys to help access your banking. Our Digital Secure Keys can also be used in the mobile App using your fingerprint or facial recognition.

I need you to know that receiving calls from you isn't suitable for me

We'll make sure to contact you where possible by a different method like email, post or text message.

I need you to know that using the mobile app isn't suitable for me

We'll make a note of this and where possible we won't promote using the mobile app to you.

I need you to know that using online banking isn't suitable for me

We'll make a note of this and where possible we won't promote using online banking to you.

I need you to know that I am unable to sign with a pen

If we need you to sign something with a pen we'll look for an alternative solution.

I need to have a card where I use my signature instead of using a PIN

We can order you a card that doesn't need a pin. We'll make sure that if your debit card needs renewing we know which one to send you.

I need you to know I may contact you using a sign relay call

We'll make a note of this so that we know what to expect when you contact us.

I need you to know I may contact you using text relay

We'll make a note of this so that we know what to expect when you contact us.

I need you to know that my voice might not sound as you would expect

We'll make a note of this so that we know what to expect when you contact us.

I need help managing my finances

I need to limit the amount I can withdraw from an ATM

We'll set a limit on the amount of cash you can withdraw from your account.

I need to speak to someone before you agree any further borrowing applications

We'll make sure that we speak to you before agreeing any new borrowing applications.

I need you to decline any further borrowing applications I make

We'll make sure that we decline any new borrowing applications.

I need another type of support

I need more time to digest information and make decisions

If we're asking you to make a decision we'll give the time and space to do that.

I need you to know I am going through a life event or a change in my circumstances

We'll make sure that when speaking to you we'll be mindful of what you're going through. You can also tell us what other support you need during this time.

I need support with my day-to-day banking

When you contact us we'll spend the time going through what you need help with step by step. Or we might offer you a different option to complete what you're trying to do if we have one.

I am helping someone else, or I need help from someone else

Examples of real life scenarios and the support we can give you

This list is just some of the scenarios that could impact you and what reasonable adjustments we could make. Your needs will always be assessed on an individual basis.

Scenario	Examples	Support we offer
ScenarioSignificant life event	Examples Experiencing a bereavement Being involved in a serious accident A miscarriage Your home being involved in a fire	Support we offer Letting you know about relevant support groups Dedicated first direct Bereavement Support Team Giving a trusted person access to your accounts, such as power of attorney, Third party mandate and Court of Protection order Set up an emergency contact Speak with our Money Coaches Account controls Discuss fraud/scam awareness and how to stay safe online Referral to public services such as Police, Social Services, Shelter
ScenarioDisability	Examples Amputation Visual impairment Hearing loss Paralysed Other physical disabilities	Support we offer Different communication formats – Braille, audio, Text Relay Giving a trusted person access to your accounts, such as power of attorney, Third party mandate and Court of Protection order Alternative card options such as: Laminated card to display card information in preferential print sizes and colours CHIP no PIN CHIP and signature
ScenarioDegenerative disease or illness	Examples Alzheimer’s Dementia Multiple Sclerosis (MS) Myalgic encephalomyelitis (ME) Chronic fatigue syndrome (CFS) Cancer Heart attack	Support we offer Different communication formats Giving a trusted person access to your accounts, such as power of attorney, Third party mandate and Court of Protection order Setting up an emergency contact for you Different communication channels – Relay UK Chat to us online through the App or website Letting you know about relevant support groups
ScenarioNeurological or mood disorder	Examples Amnesia Personality disorder Psychosis Schizophrenia Memory loss PTSD Paranoia Stroke ADHD Tourette’s Clinical depression Self-harm Bi-polar disorder Panic attacks Anxiety/stress Depression Nervous breakdown Attempted suicide Suicidal thoughts	Support we offer Letting you know about relevant support groups Giving a trusted person access to your accounts, such as power of attorney, Third party mandate and Court of Protection order Adding notes to your account, to reflect and support your banking needs Alternative card options such as: Laminated card to display card information in preferential print sizes and colours CHIP no PIN CHIP and signature Use of a stamp or mark and issuing of a retailer letter if you're unable to sign Referral to public services Police, Social Services
ScenarioAddiction	Examples Alcoholism Drug dependency Gambling	Support we offer Letting you know about support groups for treatment and help, such as self-exclude, debt and mental health Set card limits and controls For example gambling transactions, Online transactions, ATM withdrawals, contactless Apply lending controls to allow self-control Speak with our Money Coaches Discuss family support and giving a trusted person access to your accounts, such as power of attorney, Third party mandate and Court of Protection order Setting up an emergency contact for you
ScenarioVictim of crime	Examples Assault Domestic violence Financial abuse Rape	Support we offer Letting you know about support groups and safe spaces in public places Set up safe word when we call you and you call us Account controls to help you regain control of your finances and independence Set card limits and controls For example gambling transactions, Online transactions, ATM withdrawals, contactless Restrict lending Support from Money Coaches if impacted financially due to change in income or financial situation Supported by our Customer Care Team on calls Discuss fraud/scam awareness and how to stay safe online

How to tell us what you need

You can tell us about your needs in a way that suits you.

Call us

Give us a call on 03 456 100 100

Chat with us online

Chat with us in the App

Chat with us in Online Banking

If you have additional needs that require extra help or support you can speak to one of our specially trained Customer Care Agents Monday to Friday between 8:00am and 10:00pm, and Saturday and Sunday between 8:00am and 7:00pm. Simply type 'Talk to Finn'. You'll be asked to provide some information on why you are getting in touch so that we can help you quickly.

We can record your request, which will only ever be used by us to provide you a better banking service.

You will only need to tell us once, but you can also ask for this support to be stopped or removed at any time.

See our data privacy notice for more information.

FAQs

What will you do with the information I give you?

I need something that isn't on the list

What is a life event?

A life event is an impactful experience in someone's life, for example divorce, pregnancy, lottery win, bereavement, terminal illness etc.

These could be seen as a positive or negative experience and affect everybody differently, including how you manage your finances. You can tell us what support you need with your banking whilst going through this period in your life.