Mental health

We’re here to help you feel more in control of your money.

Mental health and your money

At some time in our lives many of us experience mental ill health. This can make it hard to deal with money issues. Or if you’re worrying about money, this can affect 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.

Things we can do to 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. You can do the following:

 

  • Card freezes - 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 the 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 - Log on securely without needing your password.
  • Payment Confirmation - when you pay a person or a bill through the app, you can share the receipt once the payment has been sent.

Find out what else you can do online with our Mobile Banking app and Internet Banking.

Difficulty remembering a PIN

If you find it difficult to use or remember your PIN you can:

 

  • View card PIN - if you can't remember your PIN, you can view it in the app.
  • Get a chip-and-signature card. Just call us or ask us in branch for one.
  • 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 it's hard to remember your password 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 logged in, so there's no need to remember any passwords.

Appointments

If you have an appointment with us, we can make it easier for you:

 

  • We can arrange longer appointment times. 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.
  • You can do some types of appointments 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 little more help.

If you’re visiting a branch, check our branch finder page first. This  shows you the facilities and accessibility services there are at each branch. You can use the Post Office® to deposit and withdraw cash, the same as you would at any Bank of Scotland branch. You can also check basic account information, such as your balance.

Money worries

Worrying about money can affect your mental health. If you find you are starting to worry about money, you’re not alone – we are here to help you.

Help if you have money worries

Everyday money management

Getting in control of your day-to-day finances can ease the pressure. Our tips and tools can help you.

Money management

During these challenging times, you may prefer to appoint someone to help manage your money. This will still give you the option to do it yourself when you are ready to.

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 support,  Mental Health UK  or NHS UK could help you.

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

Using online resources can be a great way to support your mental health.

You can continue exploring more free learning to boost your skills and build confidence through the Bank of Scotland Academy.

Learn essential digital skills for life and make the most of being online with a free 1-2-1 session from the Digital Helpline. 

 

1-2-1 training and guidance on how to use the internet

The BoS Academy: Boost your digital skills with online training

Further support

Support and wellbeing

If you're facing a tough time such as a bereavement, or you need support managing your money, we can help.

Support and wellbeing

Accessibility and disability support

More information on how 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 Internet 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.