Mental health

Helping you feel more in control.

Mental health and your money

Many of us experience mental ill health at times in our lives. Sometimes this can make it difficult to deal with your money. Or your financial situation could be affecting your mental health. At these times, we can provide some extra help.

We have partnered with the Money and Mental Health Policy Institute and have achieved the Essentials 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 issues. Our charity partner Mental Health UK can also provide information and help too.

Mental health accessible level 1 – essentials
Mental Health UK charity partner

Ways we can help

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 £1,000 per cheque and £2,000 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. 

Difficulty remembering a 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. 


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 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.

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.

Father and son embracing

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.

Money worries support

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

Help with your mental health

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.

If you live in Wales outside of the areas currently covered by the NHS 111 service, you can get help 24/7 from NHS Direct Wales on 0845 46 47 or online

Help with your money and mental health

For more help on mental health and money, visit Mental Health & Money Advice or Money Helper. They have free guidance you can trust.

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

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

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

To use our Mobile Banking app you need to have a valid phone number registered to your account and be set up to manage your accounts using Online Banking.

Our app is available to iPhone and Android users only and minimum operating systems apply, so check the App Store or Google Play for details. Device registration required. The app doesn’t work on jailbroken or rooted devices. Terms and conditions apply.