Why telling us can help

Many of us experience mental health conditions at some time in our lives. This can make dealing with money or your finances harder. At these times, we can give some extra help.

Any information you give us about your mental health is confidential and we will only ever use it to help you. It won’t affect any products or services you have or take with us.

We will listen and work with you to see what we can do to help make banking with us easier. You can contact Mental Health UK who can also provide information and help too.​

We have partnered with the Money and Mental Health Policy Institute and have achieved the Advanced level in their Mental Health Accessible Programme. This means we have taken action to improve the accessibility of our services to people experiencing mental health conditions.

Mental health accessible level 1 – essentials

How we can make banking easier

Difficulty remembering your PIN

If you find it hard to use or remember your PIN, you can:

  • View card PIN - if you find it hard to remember your PIN, you can look it up in our app.
  • Get a chip-and-signature card, just give us a ring or call into branch.
  • Use a contactless card to buy items up to £100.
  • Use a smartphone for contactless payments, using Apple Pay or Google Pay.

Difficulty remembering a password

If you find it hard to remember your password, here's a couple of ways we can help:

  • You can confirm your identity by using your voice in Telephone Banking. You'll need to set up our Voice ID feature to do this. If you're eligible and hold a bank, savings or credit card account with us, you can set up Voice ID.
  • Call us from our Mobile Banking app, using your registered mobile number. You’ll already be securely signed in, so there's no need for passwords.

Appointments

If you have an appointment with us, here's some ways we can make it easier:

  • We can arrange longer appointment times for you. We'll take the time to explain things and make sure you understand.
  • You can have your appointment in a private and quiet meeting room.
  • If you have a support worker, they're welcome to come to your appointment with you.
  • You can take paperwork home to read and decide in your own time. You can then come back to complete what you wanted to do.
  • Some appointments can also be done from your home by video call.

Visiting a branch

We know that not all disabilities and long-term health conditions are visible. That's why we use the Hidden Disabilities Sunflower Lanyard scheme in all of our branches. If you're wearing one, we'll know that you might need a bit more help.

If you’d like to come into a branch, you can check our Branch Finder page first. This tells you what facilities and accessibility services we have at each branch. Or you can do some of your banking at a Post Office®. You can deposit and withdraw cash, just as you would at any of our branches. You can also check some basic info such as your account balance.

Managing your account online or via our Mobile Banking app

Our Mobile Banking app can help you manage your account in a way that works for you. It has features like:

  • Card freeze - freeze your transactions and limit your account abroad.
  • View card details - view and use your debit card number, expiry date and security code to make online purchases without the need to have your card to hand.
  • Pay in a cheque in our app - save a trip to branch (up to £10,000 per cheque and £10,000 total per day).
  • App notifications - get alerts to keep track of your spending and money paid in and out of your account.
  • Fingerprint or Face ID - sign in securely without needing your password.
  • Payment confirmation - when you make a payment using your app, you can share the receipt once the payment has been sent.

There are more ways of staying in control of your spending using Online Banking or our Mobile Banking app.

Appoint someone to manage your affairs

During these challenging times, you may prefer to appoint someone to manage your affairs, whilst still giving you the option to do it yourself when you are ready to.

Support if you're worried about the cost of living

Money worries

Worrying about money can have a big impact on your mental health. If you find you are starting to worry about money, you’re not alone - we are here to help you.

Help if you have money worries

Manage your money

Getting in control of your day-to-day finances could help ease the pressure, our tips and tools could help you.

Managing your money

How other organisations can help you

Mental Health UK

  • Brings together the experience of four charities who’ve been supporting people with their mental health for nearly 50 years.
  • Provides support and services for the challenges that pose a threat to people’s mental health.
  • Helps with understanding mental health and money issues, loneliness and isolation, young people’s resilience and more.

Visit Mental Health UK

Clic

  • Clic is Mental Health UK’s free online peer support service.
  • It’s free to join and provides 24/7 mental health support from the community.
  • Connect with others for mutual support, share your thoughts and find helpful information.

Visit Clic

Bloom. For young people's mental health

Bloom

  • UK-wide programme, which supports young people’s mental health resilience.
  • It equips young people with the tools and knowledge to support their mental health through life’s transitions.
  • Their resource library helps young people engage in conversations about mental health, emotional wellbeing and resilience.

View resource library

Mental Health & Money Advice

  • Clear, practical advice and support for people experiencing mental health and money worries.
  • Specialist knowledge of benefits, managing money and mental health care.
  • Cost of living hub provides information to support your mental wellbeing and managing your money.

Visit the hub

Money Helper

  • Government-backed with advice on benefits, tax, pensions, homes and savings.
  • Money calculators, helpful articles and regular updates.
  • Support available online, over the phone or face-to-face.

Visit Money Helper

NHS

  • Advice and support for coping with financial worries.
  • Tips on how to survive financial stress, such as facing your fears and not giving up on your daily routine.
  • If you live in Wales outside of the areas currently covered by the NHS 111 service, you can get from NHS Direct Wales. Call 0845 46 47.

Visit NHS Mental Health

Visit NHS Mental Health Scotland

Visit NHS Mental Health Wales

Further support

Support and wellbeing

If you're facing a tough time such as a bereavement, or you need help managing your money, we’re here to help.

Support and wellbeing

Accessibility and disability support

More on ways we can support you.

Accessibility and disability

Serious illness support

Ways we can help you through this difficult time.

Serious illness support

Free digital skills training

Build your confidence and learn essential digital skills for life with a free 1-2-1 session from the Digital Helpline.

1-2-1 training and guidance on how to use the internet

Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.


Mobile Banking is available to Online Banking customers. We don’t charge you for Online Banking but your mobile phone provider may charge for some services. Please check with them. Phone signal and functionality may affect services. Terms and conditions apply.

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