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Someone to manage your affairs
If you want to help someone manage their accounts, or need help looking after your own, we're here to support you.
Why would I need to support someone with managing their accounts?
There are a number of 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 for when help might be needed.
Being granted access to someone's bank account is an important decision, but it could be crucial to the future well-being of someone you love.
What would I be able to do as a representative?
Depending on the type of access in place, a representative with access to accounts could:
- Use the accounts in the same way as the account holder.
- Access the account holder's account online and by phone.
- Use a card and cheque book on the accounts.
- Open extra accounts on behalf of the account holder.
- Deal with with the account holder's home insurance policy.
If the account holder doesn't want to hand over control of their finances, we also offer:
Trusted Person Card – This is a debit card linked to the account holder's current account, that can be given to a trusted friend or family member to shop for essentials or withdraw money.
Trusted Person Alerts – This is a service that lets the account holder choose someone they trust to receive text messages from us, about their current account activity.
More information about these services can be found on our types of access page.
Three steps to appoint someone 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 behalf of the account holder.
- Third-party mandate - allows someone limited access to current and savings accounts.
- Court order - to appoint someone to act on behalf of the account holder, if they are unable.
See all types of access available and what they mean.
2. Prepare documentation
To confirm the identity of the representative, we need to see:
- 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.
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 us.
Supporting you in exceptional circumstances
We understand 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 call us and we may be able to help in the short term while you apply for longer-term access.
Setting up a power of attorney
A power of attorney lets you choose one or more trusted people to make decisions on your behalf. They can manage your financial or medical decisions if you can’t. You might need this if you become ill, have an accident, or lose mental capacity.
What do I do if circumstances change?
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If the account holder passes away, the power of attorney or representative access would stop, and the estate would be managed under our bereavement process.
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You’ll need to tell us if this happens. Please call us.
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If the attorney or representative passes away, we must be notified. Please call us.
We would need the death certificate or updated legal document stamped by the relevant Office of the Public Guardian; England and Wales, Scotland or Northern Ireland.
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If the account holder and the representative are married or in a civil partnership, their authority will come to an end when the marriage/civil partnership formally ends, unless the legal document says otherwise.
This applies to all types of power of attorney, but not to court appointments, such as deputyship or guardianship.
Further support
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, NHS Scotland or NHS UK could help you.
For more help Mental Health & Money Advice have free guidance you can trust.
Conversations about money
You might not feel comfortable talking about finances with your loved ones. But it’s sometimes those conversations that are the most important ones to have. To make it easier you should:
- Choose the right time and place.
- Listen as well as talk.
- Be open and honest.
- Try to stay calm.
- Put the plan into action.
If you would like further advice and guidance you can find free and impartial money advice at MoneyHelper.
Banking from home
If you or someone you know needs support with banking from home, we can help.
- Learn how to register for Internet Banking.
Access your accounts on the move with our secure, easy to use Mobile Banking app. - Be careful making payments and sharing your details online, stay safe from scams.
- Learn essential digital skills for life and make the most of being online with a free 1-2-1 session from the Digital Helpline.
Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, seven days a week.
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