We’re here when things get difficult.

We offer a confidential service to help customers and their carers manage their accounts, especially during tough times, like:

  • Your dealing with an illness or recovering from one, such as cancer or depression
  • Finding it hard to keep track of your accounts
  • You’re looking after someone else and need extra support

Whatever your situation, let us know – will listen and do our best to help.

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.

How we can help

Savings customers: call 0800 028 3746 or email us

Mortgage customers: call 0800 731 4076 or email us

  • Give you more time to send us information
  • Let you name a trusted friend or family member as an authorised third party
  • Set your preferred way for us to contact you
  • Follow up phone calls with written confirmation
  • Share information on trusted organisations that may be able to help

More help:

Citizens advice

Citizens Advice is a national charity offering confidential advice online, over the phone, and in person, for free.

Moneyhelper

Moneyhelper helps you gain more confidence in managing your money with free and impartial advice that is backed by government.

Age UK

Age UK provides support to older people when they have nobody to turn to.

The Samaritans

The Samaritans are dedicated to reducing feelings of isolation and disconnection that can lead to suicide.

Carers

Carers provides expert advice and tailored support to individuals who have caring responsibilities.

Mind

Mind provide advice and support to empower anyone experience mental health problems.

Marie Curie

Marie Curie offers free palliative and end of life care, information and support to those with cancer and their families.

Alzheimer’s Society

Provides support, research funding and advocacy for people and families affected by dementia.

Macmillan Cancer Support

Offers dedicated support to people living with cancer, including expert cancer advice, emotional and financial support.

RNIB

The Royal National Institute of Blind People, offers practical and emotional support to blind and partially sighted people, their families and carers.

RNID

The Royal National Institute for Deaf People supports people who are deaf, have hearing loss, or suffer from tinnitus. Offering a wide range of services, including information and support.