We are experiencing a high number of calls at the moment. So that we can support those in the most vulnerable situations please only call if it is urgent. Remember, you can do most of your banking tasks yourself online, either using our app or through Internet Banking.

Access types

What will my representative be able to do?

By allowing someone control of your finances you give them permission to:

  • Use your account(s) in the same way that you had done previously.
  • Access your account(s) online and by telephone, should you wish.
  • Use a card and cheque book on your account(s).
  • Open additional accounts on your behalf.
  • Deal with your home insurance policy

Depending on the type of access you have granted, your representative may not be able to do all of these things. For example there may be restrictions on the power of attorney such as both attorneys to act jointly and attorneys only able to transact up to a certain limit. These restrictions will prevent us from being able to offer Telephone or Internet banking services.

If you don’t want to hand over control of your finances, we also offer a Trusted Person Card. This is a debit card linked to your personal current account that you can give to someone you trust to shop for essentials or withdraw money from a cash machine on your behalf. For more information, click here.

The different types of access are displayed in the table below:

The different types of access are displayed in the table below

Type of access

Country where account is registered

Suitable for customers who have mental capacity

Card

Cheque Book

Branch servicing

Telephone Banking

Internet Banking

Home Insurance

Type of access

Country where account is registered

United Kingdom

Suitable for customers who have mental capacity

Yes

Card

Green tick

Cheque Book

Green tick

Branch servicing

Green tick

Telephone Banking

Green tick

Internet Banking

Green tick

Home Insurance

Green tick

Type of access

Country where account is registered

England & Wales

Northern Ireland

Suitable for customers who have mental capacity

Yes*

Card

Green tick

Cheque Book

Green tick

Branch servicing

Green tick

Telephone Banking

Green tick

Internet Banking

Green tick

Home Insurance

Green tick

Type of access

Country where account is registered

England & Wales

Suitable for customers who have mental capacity

Yes*

Card

Green tick

Cheque Book

Green tick

Branch servicing

Green tick

Telephone Banking

Green tick

Internet Banking

Green tick

Home Insurance

Green tick

Type of access

Country where account is registered

Scotland

Suitable for customers who have mental capacity

Yes*

Card

Green tick

Cheque Book

Green tick

Branch servicing

Green tick

Telephone Banking

Green tick

Internet Banking

Green tick

Home Insurance

Green tick

Type of access

Country where account is registered

England & Wales

Suitable for customers who have mental capacity

No

Card

Green tick

Cheque Book

Green tick

Branch servicing

Green tick

Telephone Banking

Green tick

Internet Banking

Green tick

Home Insurance

Green tick

Type of access

Country where account is registered

Scotland

Suitable for customers who have mental capacity

No

Card

Green tick

Cheque Book

Green tick

Branch servicing

Green tick

Telephone Banking

Green tick

Internet Banking

Green tick

Home Insurance

Green tick

Type of access

Country where account is registered

Northern Ireland

Suitable for customers who have mental capacity

No

Card

Green tick

Cheque Book

Green tick

Branch servicing

Green tick

Telephone Banking

Green tick

Internet Banking

Green tick

Home Insurance

Green tick

Type of access

Country where account is registered

Scotland

Suitable for customers who have mental capacity

No

Card

Green tick

Cheque Book

Green tick

Branch servicing

Green tick

Telephone Banking

Green tick

Internet Banking

Green tick

Home Insurance

Green tick

Type of access

Country where account is registered

United Kingdom

Suitable for customers who have mental capacity

Yes

Card

Green tick

Cheque Book

Red cross

Branch servicing

Green tick

Telephone Banking

Green tick

Internet Banking

Red cross

Home Insurance

Red cross

Type of access

Permission to Speak - Insurance only

Country where account is registered

United Kingdom

Suitable for customers who have mental capacity

Yes

Card

Red cross

Cheque Book

Red cross

Branch servicing

Green tick

Telephone Banking

Green tick

Internet Banking

Red cross

Home Insurance

Green tick

Type of access

Country where account is registered

United Kingdom

Suitable for customers who have mental capacity

Yes

Card

Green tick

Cheque Book

Red cross

Branch servicing

Red cross

Telephone Banking

Red cross

Internet Banking

Red cross

Home Insurance

Red cross

*If set prior to losing mental capacity

Note that some services are not available to organisations.

What access do I need?

Complete a series of questions to determine what access is appropriate for your needs

Access Needs Questionnaire
  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • The Trusted Person Card is a debit card linked to your own personal current account. But unlike other debit cards you may have, your trusted person can use it to buy the things you need.

    You can give the Trusted Person Card and PIN to different trusted people at different times to use for spending or taking money out from a cash machine. To protect you, the card has a weekly spending limit of £100 and a weekly cash withdrawal limit of £100.

    When you give them your Trusted Person Card, it means you’re agreeing they can make payments and withdrawals from your account up to the weekly limits.

    Please remember, you should not give your PIN out for any other cards you might have other than the Trusted Person Card.

    Key benefits of the Trusted Person Card:

    You will retain full control of the account, keep track of how it is being used and will be able to cancel the Trusted Person Card at any time.

    • Your trusted person can use the Trusted Person Card to withdraw £100 a week from a cash machine and make purchases at UK tills and terminals of up to £100 a week. There are some limited circumstances where these limits could be exceeded which are outlined in the Terms and Conditions. 
    • All transactions made using the Trusted Person Card will be shown on your statement
    • The Trusted Person Card will not be able to make purchases online, abroad, or over the phone
    • Your trusted person will not be able to see your account balance
    • Your sort code and account number will not be printed on the card
    • The Trusted Person Card will have a different card number and PIN to your existing debit card

    For further information about the Terms and Conditions, or to check your eligibility and apply for the Trusted Person Card, please call us on 0345 721 3141.

    Lines open 7am to 11pm, seven days a week.

Plan your next steps

Follow our step by step guide to help you register a trusted person to manage your account and finances.

Find out moreFind out more about our step by step guide.

Calls and online sessions may be monitored and/or recorded for quality evaluation, training and to ensure compliance with laws and regulations. Not all Telephone Banking services are available 24 hours a day, 7 days a week.