Mental health

Why telling us can help

We are by your side to offer extra support with your money and finances if you’re living with mental health conditions.

Any information you give us about your mental health is confidential and we will only ever use it to help you. It won’t affect any products or services you have or take with us.

We are here to support you. You can contact Mental Health UK who can also provide information and help too.​

We have partnered with the Money and Mental Health Policy Institute and have achieved the Advanced 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 conditions. 

How we can make banking easier

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.

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 £10,000 per cheque and £10,000 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.

Appoint someone to manage your money

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.

Support if you're worried about the cost of living

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

How other organisations can help you

Mental Health UK

  • Brings together the experience of four charities who’ve been supporting people with their mental health for nearly 50 years.
  • Provides support and services for the challenges that pose a threat to people’s mental health.
  • Helps with understanding mental health and money issues, loneliness and isolation, young people’s resilience and more.

Visit Mental Health UK

Clic

  • Clic is Mental Health UK’s free online peer support service.
  • It’s free to join and provides 24/7 mental health support from the community.
  • Connect with others for mutual support, share your thoughts and find helpful information.

Visit Clic

Bloom. For young people's mental health

Bloom

  • UK-wide programme, which supports young people’s mental health resilience.
  • It equips young people with the tools and knowledge to support their mental health through life’s transitions.
  • Their resource library helps young people engage in conversations about mental health, emotional wellbeing and resilience.

View resource library

Mental Health & Money Advice

  • Clear, practical advice and support for people experiencing mental health and money worries.
  • Specialist knowledge of benefits, managing money and mental health care.
  • Cost of living hub provides information to support your mental wellbeing and managing your money.

Visit the hub

Money Helper

  • Government-backed with advice on benefits, tax, pensions, homes and savings.
  • Money calculators, helpful articles and regular updates.
  • Support available online, over the phone or face-to-face.

Visit Money Helper

NHS

  • Advice and support for coping with financial worries.
  • Tips on how to survive financial stress, such as facing your fears and not giving up on your daily routine.

Visit NHS

Visit NHS Scotland

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

Serious illness support

If you are facing a serious illness, it may mean that you find that there’s an impact on your finances. We’re here to support you.

Serious illness support

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

Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.