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Someone to manage your affairs

If you want to support someone with managing their accounts, or need help looking after your own, we're here to help.

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Why would I need to support someone with managing their accounts?

There are many situations that could result in you or someone else needing support to manage accounts with us. For example, a serious health condition, loss of mental capacity or future planning for when help might be needed. 

Being given access to someone’s bank account is an important decision, but it could be crucial to the future well-being of someone you love.

As a representative, what would I be able to do?

Depending on the type of access in place, a representative with access to accounts could:

  • Use the accounts in the same way as the account holder
  • Access the account holder's account online and by phone.
  • Use a card and cheque book on the accounts.
  • Open extra accounts on behalf of the account holder.
  • Deal with the account holder's home insurance policy.

If the account holder doesn't want to hand over control of their finances, we can also offer:

My Trusted Person Card – This is a debit card linked to the account holder’s current account, that can be given to a trusted friend or family member to shop for essentials or withdraw money. 

Trusted Person Alerts – This is a service that lets the account holder choose someone they trust to receive text messages from us, about their current account activity.

More information about these services can be found on our types of access page.

Steps to become a representative

1. Choose ‘Access type’

Use our quick and simple Customer Access Tool to find out which type of access would best suit your circumstances.

The most common types of access are:

  • Power of attorney - gives someone the legal authority to make decisions on behalf of the account holder.
  • Third-party mandate - allows someone limited access to current and savings accounts.
  • Court order -  to appoint someone to act on behalf of the account holder, if they are unable.

See all types of access available and what they mean.

Customer Access Tool

2. Prepare documentation

To confirm the identity of the representative, they will need to show us the following documents:

  • Power of attorney or court order documents.
  • Proof of identity and address.

Please note for power of attorney and court orders, we would need to see original documents or certified copies of the document.

If you registered a lasting power of attorney after September 2019 and received a digital code, you can use this instead.

Proof of Identity opens in same tab

3. Let us know

You can register online.

Register to become a representative

If the representatives are appointed to make decisions jointly, all representatives must register with us in order to act.

You can also register over the phone or arrange a branch appointment by calling us.

Supporting you in exceptional circumstances

We appreciate that there will be times where you need to support a family member with their finances, but do not have any power of attorney or third party access in place.

If you are in this position and need to talk to someone, please call us and we may be able to help in the short term while you apply for longer-term access.

Power of attorney

It’s worth thinking about who could make decisions for you if you were unable to make them yourself. By appointing one or more attorneys, it will give you peace of mind that someone you trust will be in charge of your affairs, if you have an accident or an illness and can’t make your own decisions.

Set up a power of attorney

What to do if your situation changes

More support

Protecting your wellbeing

Helping or caring for a loved one living with mental illness, or experiencing this yourself, can be challenging. We have support available to help you feel more in control.

If you are struggling with your mental health and would like to get some further information and support, Mental Health UK or NHS UK could help you.

For more help Mental Health & Money Advice also have free guidance.

Conversations about money

You might not feel comfortable talking about money with your loved ones. But it’s sometimes those conversations that are the most important ones to have. To make it easier you should:

  1. Choose the right time and place.
  2. Listen as well as talk.
  3. Be open and honest.
  4. Try to stay calm.
  5. Put the plan into action.

If you would like further advice and guidance you can find free and impartial money advice at MoneyHelper.

Banking from home

If you or someone you know needs support with banking from home, we can help.

Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, seven days a week.

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