Supporting the needs of all our customers.

If you have a personal current account* with us, this table shows the key ways of supporting you when you need us.

How we can help you if you are experiencing money worries
Dealing with the unexpected	Any of our staff in branch or over the phone can offer 1-1 support and guidance tailored to your individual circumstances We’ll send you text alerts when your account goes overdrawn and you can also arrange balance alerts through online banking to help you manage your account	Account Alerts
Additional help and support	We offer budgeting guidance in branch and over the phone and you can access our family finance budgeting tool online We will engage with our external partners who can offer independent advice and support We have trained specialists in our Retail Financial Services Group team who are on hand to support you if you cannot pay your bills	Budgeting Tool External Advice Worried About Payments

How we can help you if you are experiencing money worries

Dealing with the unexpected

Any of our staff in branch or over the phone can offer 1-1 support and guidance tailored to your individual circumstances
We’ll send you text alerts when your account goes overdrawn and you can also arrange balance alerts through online banking to help you manage your account

Account Alerts

Additional help and support

We offer budgeting guidance in branch and over the phone and you can access our family finance budgeting tool online
We will engage with our external partners who can offer independent advice and support
We have trained specialists in our Retail Financial Services Group team who are on hand to support you if you cannot pay your bills

Budgeting Tool

External Advice

Worried About Payments

How we can help you deal with a major life event
Contacting us	You can contact us by phone or visit one of our branches where any of our staff can help you deal with an unexpected event Our trained specialists in branch and across our business centres can offer further 1-1 support and guidance tailored to your individual circumstances	Contact Details
Specialist support	We have Dementia Friends across our branches trained to provide additional support for those living with dementia We are a JAM Card Friendly Organisation. A JAM Card allows people with a learning difficulty, autism or communication barrier to tell others they need ‘Just A Minute’ discreetly and easily. We will engage with external organisations who can offer independent advice and support	https://jamcard.org (external site)
Bereavement	You can notify us of a death of a spouse, partner or loved one by email, phone or calling into a branch Our bereavement support team are here to help and will be your single point of contact You can access our Bereavement Guide for further guidance and support via our website or in branch	Bereavement Support Bereavement Guide
Other life events	Our team of specialists in branch and across our business centres are here to help you if you suddenly become ill, or are experiencing a significant change such as a divorce, redundancy or any other life event

How we can help you manage your day-to-day money better
Helping you understand your money	Any of our staff in branch or over the phone can offer support and guidance to help you manage your money Our online ‘Help Centre‘ gives you information on how to manage your accounts, payments, cards, statements and fees We display answers to our customer’s frequently asked questions online. This provides more useful information about other services available to our current account customers	Help Centre Frequently asked questions
Helping you develop your financial skills	You can set up balance alerts to help you manage your account We have digital specialists in our branches who can help you manage your account via online/phoneline/mobile banking Online tools such as our savings calculator and family finance budgeting tool will help you manage your day to day money better	Account Alerts Budgeting Tool

How we can help you manage your day-to-day money better

Helping you understand your money

Any of our staff in branch or over the phone can offer support and guidance to help you manage your money
Our online ‘Help Centre‘ gives you information on how to manage your accounts, payments, cards, statements and fees
We display answers to our customer’s frequently asked questions online. This provides more useful information about other services available to our current account customers

Help Centre

Frequently asked questions

Helping you develop your financial skills

You can set up balance alerts to help you manage your account
We have digital specialists in our branches who can help you manage your account via online/phoneline/mobile banking
Online tools such as our savings calculator and family finance budgeting tool will help you manage your day to day money better

Account Alerts

Budgeting Tool

Support you may find useful if you have a disability or a physical or mental health condition
Accessing cash	All of our cash machines (ATM’s) have high contrast colour screens with raised features on the keypad All of our branches are accessible and our colleagues can help you to withdraw cash over the counter You can also withdraw cash with your Visa debit card at UK Post Office Counters during opening hours	Cash Machines Branch Banking Post Office Services
Using your account	Chip & signature Visa debit cards are available if you have difficulty using PINs Talking Card Readers are available to authorise payments or carry out amendments via Online Banking Our Mobile banking app has a fingerprint login feature that allows you to access your balance and transactions and transfer between your accounts using fingerprint only	Chip & Signature Cards Talking Card Readers Mobile Banking
Accessing information	We can provide your statements in Braille or large print. We can also provide brochures in Braille, large print or on audio All of our branches have an induction loop which can be used in different areas to assist you if you have hearing difficulties Magnifiers and pen grips are available to use in all branches	Braille, Large print and Audio formats
Allowing someone else to help you use your account	You can put in place third party access to your account, by way of third party mandate or power of attorney to make it easier for your relatives or friends to support you We can provide debit cards for attorneys/controllers where appropriate	Power of Attorney
Ways to interact with us	If you are hearing impaired you can contact us via Text Relay which is a text-to-speech and speech-to-text translation service where a relay operator will join the line to convey messages Telephone support for account and service enquiries are available during opening hours with extended support available for Online Services users and if you need to report your card lost or stolen We have specialist staff trained in branch and across our business centres to support you if you are experiencing mental health issues	Text Relay Telephone support

Additional Support Helpline: 0345 646 0318

Opening Hours: Monday to Friday 09:00 to 17:00

_{Some of the services listed above are also available to customers who hold other personal or business account types. For more information, you can call us or visit your nearest branch or business centre.}

Independent Service Quality Survey Results

The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found here, and for business current accounts here.

Information about current account services

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found here, and for business current accounts here.