Customer Needs Tool

When you need to help manage a customer’s financial affairs or pay their bills, there are several types of arrangements you can make in order to support them.

You only need to show us arrangements which cover property and financial affairs. If you need to help make decisions on where a customer lives, their medical care or daily routine, visit the ‘Office of the Public Guardian’ or ‘The Office of Care and Protection’.

Find the type of access that suits your needs with our quick and simple ‘Customer Needs Tool’

Where does the account holder live?

England & Wales

Northern Ireland

Scotland

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Type of access	Country where account is registered	Suitable for customers who have mental capacity	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking
Type of access Enduring Power of Attorney	Country where account is registered England & Wales Northern Ireland	Suitable for customers who have mental capacity Yes *	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking
Type of access Lasting Power of Attorney	Country where account is registered England & Wales	Suitable for customers who have mental capacity Yes *	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking

*If set prior to losing mental capacity

Note that some services are not available to organisations.

Enduring Power of Attorney expandable section

Enduring Power of Attorney - EPA (England, Wales)

This option will allow someone to help manage your finances including your bank accounts, either before or after you lose mental capacity.

If you are losing or have lost mental capacity, the EPA has to be registered with the Office of the Public Guardian (OPG) before your attorney can continue to help.

Enduring Power of Attorney – EPA (Northern Ireland)

This option will allow someone to help manage your finances including your bank accounts, either before or after you lose mental capacity.

An EPA has to be registered with the office of Care and Protection before it can be used.

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Lasting POA (England & Wales) expandable section

Lasting Power of Attorney property and financial affairs - LPA (England, Wales)

This option will allow someone to help manage your finances including your bank accounts, either before or after you lose mental capacity.

An LPA has to be registered with the Office of the Public Guardian (OPG) before it can be used.

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Type of access	Country where account is registered	Suitable for customers who have mental capacity	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking
Type of access Enduring Power of Attorney	Country where account is registered England & Wales Northern Ireland	Suitable for customers who have mental capacity Yes *	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking

*If set prior to losing mental capacity

Note that some services are not available to organisations.

Enduring PoA expandable section

Enduring Power of Attorney - EPA (England, Wales)

This option will allow someone to help manage your finances including your bank accounts, either before or after you lose mental capacity.

If you are losing or have lost mental capacity, the EPA has to be registered with the Office of the Public Guardian (OPG) before your attorney can continue to help.

Enduring Power of Attorney – EPA (Northern Ireland)

This option will allow someone to help manage your finances including your bank accounts, either before or after you lose mental capacity.

An EPA has to be registered with the Office of Care and Protection before it can be used.

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Type of access	Country where account is registered	Suitable for customers who have mental capacity	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking
Type of access Continuing Power of Attorney	Country where account is registered Scotland	Suitable for customers who have mental capacity Yes *	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking

*If set prior to losing mental capacity

Note that some services are not available to organisations.

Continuing Power of Attorney - CPA (Scotland) expandable section

This option will allow someone to help manage your finances including your bank accounts either before or after you lose mental and or physical capacity.

The CPA has to be registered with the Office of the Public Guardian (OPG) – Scotland before it can be used.

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Type of access	Country where account is registered	Suitable for customers who have mental capacity	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking
Type of access Deputyship Order	Country where account is registered England & Wales	Suitable for customers who have mental capacity No	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking

*If set prior to losing mental capacity

Note that some services are not available to organisations.

Deputyship Order expandable section

If you lose mental capacity, someone can apply to the Court of Protection for a deputyship order to manage your bank accounts and other matters.

The deputyship order will say what the person (deputy) can do.

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Type of access	Country where account is registered	Suitable for customers who have mental capacity	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking
Type of access Controllorship Order	Country where account is registered Northern Ireland	Suitable for customers who have mental capacity No	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking

*If set prior to losing mental capacity

Note that some services are not available to organisations.

Controllership Order expandable section

If you lose mental capacity someone can apply to the High Court for a controllership order to manage your bank accounts and other matters.

The controllership order will say what the person (controller) can do.

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Type of access	Country where account is registered	Suitable for customers who have mental capacity	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking
Type of access Guardianship Order	Country where account is registered Scotland	Suitable for customers who have mental capacity No	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking
Type of access Intervention Order	Country where account is registered Scotland	Suitable for customers who have mental capacity No	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking

*If set prior to losing mental capacity

Note that some services are not available to organisations.

Guardianship Order expandable section

If you lose mental capacity someone can apply to the Sheriff Court for a guardianship order to manage your bank accounts and other matters.

The guardianship order will say what the person (guardian) can do.

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Intervention Order expandable section

If you lose mental capacity someone can apply to the Sheriff Court for an intervention order to manage your bank accounts and other matters.

The intervention order will say what the person (intervener) can do.

An intervention order comes to an end once the decision or action allowed has been completed.

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Type of access	Country where account is registered	Suitable for customers who have mental capacity	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking
Type of access General/Ordinary Power of Attorney	Country where account is registered United Kingdom	Suitable for customers who have mental capacity Yes	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking
Type of access Third Party Mandate	Country where account is registered United Kingdom	Suitable for customers who have mental capacity Yes	Card	Cheque book	Branch servicing	Telephone Banking	Internet Banking

*If set prior to losing mental capacity

Note that some services are not available to organisations.

General / Ordinary PoA expandable section

An option if you live abroad or become ill and you’d like someone to help manage your finances, including your bank accounts. This option is not right for you if you lose mental capacity, or in Scotland also physical capacity.

For more information you may want to contact a lawyer or the Citizens Advice Bureau.

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Third Party Mandate expandable section

This is a formal instruction from you to us. It tells us that you’d like another party to have access to your account(s) to carry out everyday banking transactions while at the branch or over the phone, such as making payments, or just to allow disclosure of account information on your banking and/or savings account(s). They can also have a debit card to help you with your shopping. This can cover all of your banking and/or savings accounts or just specific ones detailed by you.

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