If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you would like to do in a few simple steps.

Customer needs tool

When you need to help manage a customer’s financial affairs or pay their bills, there are several types of arrangements you can make in order to support them.

You only need to show us arrangements which cover property and financial affairs. If you need to help make decisions on where a customer lives, their medical care or daily routine, visit the ‘Office of the Public Guardian’ or ‘The Office of Care and Protection’.

Get an idea of the type of access that suits you best with our quick and simple ‘Customer Needs Tool’

Where does the account holder live?


How long is the access required for?


Does the account holder still have Mental Capacity?


Does the representative need access to continue if the account holder loses capacity?


You should visit your local branch to discuss the options available.

Based on the answers you provided, the access below could be appropriate for you. Select the access type to find out more.


Type of access

Country where account is registered

Suitable for customers who have mental capacity

Card

Cheque book

Branch servicing

Telephone Banking

Internet Banking

Type of access

Country where account is registered

England & Wales
Northern Ireland

Suitable for customers who have mental capacity

Yes *

Card

positive

Cheque book

positive

Branch servicing

positive

Telephone Banking

positive

Internet Banking

positive

Type of access

Country where account is registered

England & Wales

Suitable for customers who have mental capacity

Yes *

Card

positive

Cheque book

positive

Branch servicing

positive

Telephone Banking

positive

Internet Banking

positive

*If set prior to losing mental capacity

Note that some services are not available to organisations.   

 

  • Enduring Power of Attorney - EPA (England, Wales)

    This option will allow someone to help manage your finances including your bank accounts, either before or after you lose mental capacity.

    If you are losing or have lost mental capacity, the EPA has to be registered with the Office of the Public Guardian (OPG) before your attorney can continue to help.

    Enduring Power of Attorney – EPA (Northern Ireland)

    This option will allow someone to help manage your finances including your bank accounts, either before or after you lose mental capacity.

    An EPA has to be registered with the office of Care and Protection before it can be used.

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  • This option will allow someone to help manage your finances including your bank accounts, either before or after you lose mental capacity.

    An LPA has to be registered with the Office of the Public Guardian (OPG) before it can be used.

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Type of access

Country where account is registered

Suitable for customers who have mental capacity

Card

Cheque book

Branch servicing

Telephone Banking

Internet Banking

Type of access

Country where account is registered

England & Wales
Northern Ireland

Suitable for customers who have mental capacity

Yes *

Card

positive

Cheque book

positive

Branch servicing

positive

Telephone Banking

positive

Internet Banking

positive

*If set prior to losing mental capacity

Note that some services are not available to organisations.

 

  • Enduring Power of Attorney - EPA (England, Wales)

    This option will allow someone to help manage your finances including your bank accounts, either before or after you lose mental capacity.

    If you are losing or have lost mental capacity, the EPA has to be registered with the Office of the Public Guardian (OPG) before your attorney can continue to help.
     

    Enduring Power of Attorney – EPA (Northern Ireland)

    This option will allow someone to help manage your finances including your bank accounts, either before or after you lose mental capacity.

    An EPA has to be registered with the Office of Care and Protection before it can be used.

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Type of access

Country where account is registered

Suitable for customers who have mental capacity

Card

Cheque book

Branch servicing

Telephone Banking

Internet Banking

Type of access

Country where account is registered

Scotland

Suitable for customers who have mental capacity

Yes *

Card

positive

Cheque book

positive

Branch servicing

positive

Telephone Banking

positive

Internet Banking

positive

*If set prior to losing mental capacity

Note that some services are not available to organisations.

 

Type of access

Country where account is registered

Suitable for customers who have mental capacity

Card

Cheque book

Branch servicing

Telephone Banking

Internet Banking

Type of access

Country where account is registered

England & Wales

Suitable for customers who have mental capacity

No

Card

positive

Cheque book

positive

Branch servicing

positive

Telephone Banking

positive

Internet Banking

positive

*If set prior to losing mental capacity

Note that some services are not available to organisations.

 

Type of access

Country where account is registered

Suitable for customers who have mental capacity

Card

Cheque book

Branch servicing

Telephone Banking

Internet Banking

Type of access

Country where account is registered

Northern Ireland

Suitable for customers who have mental capacity

No

Card

positive

Cheque book

positive

Branch servicing

positive

Telephone Banking

positive

Internet Banking

positive

*If set prior to losing mental capacity

Note that some services are not available to organisations.

 

Type of access

Country where account is registered

Suitable for customers who have mental capacity

Card

Cheque book

Branch servicing

Telephone Banking

Internet Banking

Type of access

Country where account is registered

Scotland

Suitable for customers who have mental capacity

No

Card

positive

Cheque book

positive

Branch servicing

positive

Telephone Banking

positive

Internet Banking

positive

Type of access

Country where account is registered

Scotland

Suitable for customers who have mental capacity

No

Card

positive

Cheque book

positive

Branch servicing

positive

Telephone Banking

positive

Internet Banking

positive

*If set prior to losing mental capacity

Note that some services are not available to organisations.

 

  • If you lose mental capacity someone can apply to the Sheriff Court for a guardianship order to manage your bank accounts and other matters.

    The guardianship order will say what the person (guardian) can do.

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  • If you lose mental capacity someone can apply to the Sheriff Court for an intervention order to manage your bank accounts and other matters.

    The intervention order will say what the person (intervener) can do.

    An intervention order comes to an end once the decision or action allowed has been completed.

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Type of access

Country where account is registered

Suitable for customers who have mental capacity

Card

Cheque book

Branch servicing

Telephone Banking

Internet Banking

Type of access

Country where account is registered

United Kingdom

Suitable for customers who have mental capacity

Yes

Card

positive

Cheque book

positive

Branch servicing

positive

Telephone Banking

positive

Internet Banking

positive

Type of access

Country where account is registered

United Kingdom

Suitable for customers who have mental capacity

Yes

Card

positive

Cheque book

cross in red

Branch servicing

positive

Telephone Banking

positive

Internet Banking

cross in red

*If set prior to losing mental capacity

Note that some services are not available to organisations.

 

  • An option if you live abroad or become ill and you’d like someone to help manage your finances, including your bank accounts. This option is not right for you if you lose mental capacity, or in Scotland also physical capacity.

    For more information you may want to contact a lawyer or the Citizens Advice Bureau.

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  • This is a formal instruction from you to us. It tells us that you’d like another party to have access to your account(s) to carry out everyday banking transactions while at the branch or over the phone, such as making payments, or just to allow disclosure of account information on your banking and/or savings account(s). They can also have a debit card to help you with your shopping. This can cover all of your banking and/or savings accounts or just specific ones detailed by you.

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Plan your next steps

Follow our step by step guide to help you register a trusted person to manage your account and money matters.

Find out moreabout registering someone to manage your account and money matters