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Telling us about a change in circumstances

Life doesn’t always go to plan, so if your circumstances have changed it’s important you let us know so our friendly and experienced team can explain what options are available to you.

If you’re dealing with any other difficult life events you want to tell us about, such as losing your job, separating from a partner, retiring, long term illness, or taking on caring responsibilities, we may ask to make a note on your account. This will help us support you in a way that works for you.

Once you have told us about your new circumstances we can provide service tailored to your needs. This may include letting you know about charities and organisations who can help. Rest assured we’ll never share your information with third parties and will always ask for your permission before we make changes to your account.

Power of Attorney

Power of Attorney will allow you to choose someone you trust to act on your behalf or make important decisions for you if you’re unable to.

Decisions must be made in your best interests so may choose to put some rules in place beforehand. Decisions about your health, living arrangements or managing your finances could be included.

As long as you still have mental capacity when the document is signed, you can put a Power of Attorney in place.

To find out everything you need to know, we’ve got all the information you need here.

Our third party authority process

Savings customers

Our savings customers can authorise a third party to access their account for one off occasions or indefinitely. A third party will be able to discuss your savings account in full, request to access related information and documentation, make payments or agree to payment arrangements on your behalf. You can remove a third party access at any point by getting in contact with us

  • One off verbal authority – for one-off occasions verbal authority can be accepted if you wish to assign someone to act on your behalf to discuss your account. We will ask you some questions surrounding the account and authority you would like to give. This authority will last until the end of the same working day
  • Letter of authority – if you would like to authorise a third party on a continuing basis to discuss your account and act on your behalf, then you will need to complete a third party authorisation form, which you will be able to find at the bottom of this page. This will remain valid until you notify us otherwise, so you will need to get in contact if you would like them to be removed. Once you let us know we will send you a third party authority form to fill out, this can be via email or post, with a prepaid envelope. If you receive it via email then you will need to print it out yourself, complete it and then email it back to us. We will need to verify details to update your account, and we will let you know if there is any further information we will need from you.

Mortgage customers

Our mortgage customers can assign a third party to act on their behalf for one-off occasions or up to five years. A third party can discuss the mortgage account in full, request access to account related information and documentation, make payments or agree to payment arrangement on behalf of a customer.

  • One off verbal authority – for one-off occasions verbal authority can be accepted if you wish to assign someone to act on your behalf to discuss your account. We will ask you some questions surrounding the account and authority you would like to give. This authority will last until the end of the same working day.
  • Letter of authority – if you would like to authorise a third party to discuss or act on your account on a continued basis then you will need to fill out a letter of authority form. Please note we will also ask you the reason for giving authority to a third party. Once you let us know we will send you a third party authority form to fill out, this can be via email or post, with a prepaid envelope. If you receive it via email then you will need to print it out yourself, complete it and then email it back to us. We will need to verify details to update your account, and we will let you know if there is any further information we will need from you.

You can get further advice and information from the Office of the Public Guardian in England and Wales, the Office of the Public Guardian in Scotland, the Office of Care and Protection in Northern Ireland or your solicitor.

More information:

Citizens advice
Citizens Advice is a national charity offering confidential advice online, over the phone, and in person, for free.
Contact Number – 0800 702 2020

Moneyhelper
Moneyhelper helps you gain more confidence in managing your money with free and impartial advice that is backed by government.
Contact Number – 0800 138 7777

Age UK
Age UK provides support to older people when they have nobody to turn to.
Age UK Advice Line: 0800 678 1602

The Samaritans
The Samaritans are dedicated to reducing feelings of isolation and disconnection that can lead to suicide.
Contact Number: 116 123

Carers
Carers provides expert advice and tailored support to individuals who have caring responsibilities.
Telephone Helpline: 0808 808 7777

Mind
Mind provide advice and support to empower anyone experience mental health problems.
Infoline: 0300 123 3393

Stepchange
With nearly 30 years of experience Stepchange’s debt experts help hundreds of thousands of people to deal with their debt problems every year.
Contact Number: 0800 138 1111