Help me with life's challenges

Vulnerability can affect people in lots of different forms and in many different ways – at Bank of Scotland, we have skilled colleagues on hand to help you with whatever challenges you may be facing.

Problems which may leave you financially unstable could include a serious illness, mental health challenges, excessive gambling or the loss of a loved one.

At Bank of Scotland, we can often help or point you towards advice and support to get you back on track.

If any of these are affecting you let us know as soon as possible.

We are here to help

Calling us will never make the situation worse. It will allow both us and you as the customer to have sight of all the options available.

Get in touchfor help with your money worries.
  • * The names shown below have been changed, but the case study is an example of a real customer experience. Any options we may suggest will be based on your individual circumstances.

    Sometimes illness can stop you from working. This can lead to money worries and missed payments.

    We are here to help. 

    Charlie’s story

    Charlie had always been an active and bright individual. He enjoyed life. Before his 50th birthday, Charlie’s daughter noticed he was becoming forgetful. Charlie visited his doctor who confirmed he was in the earlier stages of Alzheimer’s disease.

    Charlie started a course of medication to try and ease the symptoms. Before long his condition got worse. He was unable to carry out daily tasks without help.

    Work was no longer possible for Charlie. In in just a few months he found himself getting in debt paying his mortgage and bills.

    Before his debts became out of control, Charlie and his daughter visited a branch.

    How we helped Charlie

    Charlie spoke to Jasmin in the branch who listened to his story. Jasmin could see how Charlie’s dementia had affected his money and that he was struggling to pay his loan.

    Jasmin took time to look at Charlie’s financial situation. Charlie told her he had money in savings. He agreed to use this to pay for part of the overdue amount. This mean the account would be closed and the remaining balance was written off.

    Jasmin explained that Charlie could allow his daughter to help manage his finances. This would give him peace of mind if his condition got any worse.

    She also gave his daughter the link to the Money Health Check. This gives easy advice about getting cheaper utility bills and tips on how to keep an eye on your credit report.

    Are you in a similar situation to Charlie?

    If you’re dealing with an illness and falling behind on payments, we can help. We don’t judge – we’ll just run through your options.

    Get in touch. We’ll help you on the road to financial recovery.

    If you have multiple debts with multiple creditors, free and independent advice is available.

  • * The names shown below have been changed, but the case study is an example of a real customer experience. Any options we may suggest will be based on your individual circumstances.

    If you or a loved one is coping with cancer, it can make you feel overwhelmed. While dealing with the diagnosis is crucial, it can also have an effect on your money - we can help.

    Bank of Scotland has a dedicated support team- specially trained by Macmillan Cancer Support which can offer support at a difficult time.

    Amit’s story

    Amit became ill earlier this year and was diagnosed by a specialist with terminal cancer. This means there is no cure.

    He spent a lot of time in hospital and couldn't keep an eye on his money. Amit fell behind with his credit card and loan payments.

    Amit decided to get in touch with Bank of Scotland to explain his situation.

    How we helped Amit

    Sue listened to Amit's story. She saw how his illness had caused his money problems and how this was affecting Amit’s life.

    After looking at Amit’s situation and his diagnosis, Sue agreed to write off Amit’s debts.

    Sue explained what impact this would have on his credit report.

    Writing off the debt helped Amit to feel less worried about money.

    Sue also put Amit in touch with Macmillan Cancer Support for further support.

    Are you in a similar situation to Amit?

    If you or a loved one is impacted by cancer and falling behind on payments, we can help. We don’t judge – we’ll just run through your options.

    Get in touch. We’ll help you on the road to financial recovery.

    If you want further information on what support Bank of Scotland can offer then visit our specific cancer support page.

    If you have multiple debts with multiple creditors, free and independent advice is available.

  • * The names shown below have been changed, but the case study is an example of a real customer experience. Any options we may suggest will be based on your individual circumstances.

    If you have any special needs, or need some extra support to make things easier for you, just let us know. There's a range of facilities on offer if you are disabled, or need some help to get in touch.

    Sabina’s story

    Sabina was at work when some stairs collapsed at her work. She broke her back in two places. Sabina had to give up her job and needed to use a wheelchair. She started to get disability benefits and her income was much less.

    Sabina began to worry about money while she waiting for her insurance claim to be approved. Her bills were more than her income and she had missed some payments on her loan.

    Sabina spoke to work friends about the accident. They urged her to contact her bank. So Sabina called us.

    How we helped Sabina

    Charlotte listened to Sabina's story. She could see how this had affected Sabina’s income.

    Charlotte looked at Sabina's situation and explained her options. Charlotte gave Sabina some advice about looking after her money.

    They looked at Sabina’s bills and chose a payment plan that she could afford. Charlotte told her what impact this would have on her credit report.

    She showed Sabina how to keep track of what she spent using her internet banking.

    Charlotte also sent Sabina the link to our disability page<link to be added here> for more support

    Are you in a similar situation to Sabina?

    If you’re living with a disability and falling behind on payments, we can help. We don’t judge – we’ll just run through your options.

    Get in touch. We’ll help you on the road to financial recovery.

    If you want further information on what support Bank of Scotland can offer then visit our specific disability support page.

    If you have multiple debts with multiple creditors, free and independent advice is available.

  • * The names shown below have been changed, but the case study is an example of a real customer experience. Any options we may suggest will be based on your individual circumstances.

    You might be on a reduced income because someone close to you has passed away. This can make it difficult to pay your bills.

    During these times we are here to support you. We can guide you through all the options.

    Our Bereavement page has lots of useful information.

    Layla’s story

    When Layla’s husband died her life was turned upside down. She was dealing with a huge loss and her household income became much less.

    The first time Layla missed her mortgage payment she thought that it was a one-off.

    After a few months Layla realised that her money problems were getting worse. Over time she owed more and more money.

    She decided to give Bank of Scotland a call.

    How we helped Layla

    Sam listened to Layla’s story. He saw what impact the loss of her husband had on her money.

    Sam explained Layla’s options and what impact they would have on her credit report. They went through Layla’s bills and expenses and chose a repayment plan. The plan helped to reduce the arrears on her mortgage.

    Sam also agreed to stop interest & charges on Layla’s account during this difficult period.

    Sam showed Layla how to keep track of spending using internet banking.

    Sam also gave her the link to the Bank of Scotland Bereavement online page. This gives advice about coping with bereavement and tips on how to help manage your finances.

    Are you in a similar situation to Layla?

    If bereavement has caused problems with your money, we can help. We don’t judge – we’ll just run through your options.

    Get in touch. We’ll help you on the road to financial recovery.

    If you have multiple debts with multiple creditors, free and independent advice is available.

  • * The names shown below have been changed, but the case study is an example of a real customer experience. Any options we may suggest will be based on your individual circumstances.

    Putting on a bet every now and then can be fun. But it can get out of control.

    Get in touch if you think gambling is a problem you can’t manage.

    If you have money troubles because of gambling or something similar, contact Gambling Support & Advice on 0808 802 0133 (8am to midnight, seven days a week).

    Josh’s story

    Since he was a teenager, Josh had enjoyed betting on his favourite football team. He was careful with his money so the amounts were always small.

    Then Josh lost six bets in a row. To try and win some money back he bet half of his pay check on the next weekend’s game. But Josh’s team lost again.

    With very little money in his account, Josh didn’t have enough to see him through to his next pay check. He felt deflated and alone.

    With his rent and household bills due, Josh decided to call his bank.

    How we helped Josh

    Osmond listened to Josh’s story and they talked about his monthly costs.

    Osmond explained Josh’s options and what impact they would have on his credit report. They chose a 1-month repayment holiday on his loan. This would give him a month to seek independent financial advice.

    Osmond also offered Josh the details for Gambling Support & Advice 0808 802 0133.

    Osmond showed Josh how to keep track of his bills and spending using internet banking.

    Are you in a similar situation to Josh?

    You might be dealing with a gambling issue. It could seem like you need to gamble to make back the money you have lost.

    Call us as soon as you feel that you might have money troubles. This won’t make the situation worse. We will help you go through all of the options to help set you back on track.

    Get in touch. We’ll help you on the road to financial recovery.

    If gambling is becoming an issue in your life, contact Gambling Support & Advice on 0808 802 0133 (8am to midnight, seven days a week).

    If you have multiple debts with multiple creditors, free and independent advice is available.

  • Mental health conditions such as anxiety and depression can affect people in lots of different way - but our team of specially trained advisors can support you, if your finances are a concern.

    Bank of Scotland has partnered with Mental Health UK in order to raise awareness of the link between mental health and money problems, whilst at the same time encouraging more people to feel relaxed about talking about mental health.

    Visit our Mental Health UK page