Why would I need someone to manage my affairs or support someone else?

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 to get ready for when you might not be able to manage on your own.

Giving someone access to your bank account is an important decision, but it could be essential for your future well-being.

What would a representative be able to do?

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

  • Use your accounts in the same way you would.
  • Access your accounts online and by phone.
  • Use a card and cheque book on your accounts.
  • Open extra accounts on your behalf.
  • Deal with your home insurance policy.

If you don’t want to hand over control of your finances, we also offer:

Trusted Person Card – This is a debit card linked to your current account, that you can give to someone you trust, to shop for essentials or withdraw money.

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

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

Three steps to appoint or 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 your behalf.
  • Third-party mandate – allows someone limited access to current and savings accounts.
  • Court order – to appoint someone to act on your behalf, if you 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

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 by calling 0345 300 0071. Lines are open 8am - 8pm, seven days a week.

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 contact us on 0345 300 0071 and we may be able to help in the short term while you apply for longer term access.

What do I do if circumstances change?

Further support

Banking from home

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

Conversations about money

It’s understandable that you might not feel comfortable talking about finances with your loved ones. To make it easier you should think about:

  1. Choosing the right time and place.
  2. Be open and honest.
  3. Be willing to compromise and agree to disagree.
  4. Avoid using blaming language.
  5. Seek support if you need it.

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

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.

Supporting customers affected by serious illness

A serious illness may be causing you financial worries. We are by your side through this difficult time.

Serious illness support

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