What to do if you’re Power of Attorney for one of our customers

If you’ve been appointed PoA for one of our customers who’s lost mental capacity, please get in touch with us. We’ll need to see the PoA documents and complete some identification checks to set you up on the account.

What do I need to send you?

You’ll need to send us one of the following:

  • the original Power of Attorney document
  • A solicitor certified photocopy with original solicitor’s signature, company stamp and a declaration on each page confirming the document to be true copy of the original
  • A donor certified photocopy, signed by the donor on each page with the specific wording confirmed on the Gov.uk website https://www.gov.uk/power-of-attorney/certify

If you have a Lasting Power of Attorney, registered in England or Wales on or after the 1st of September 2019, then you do not need to send us these documents. Instead you can send us an access code given by the Gov.uk website when registering your Power of Attorney. These are 13 characters long and start with a V. We’ll use this code to access the POA online from the Office of the Public Guardian. If you send us the access code, you may need to provide proof of identification and address.

Additional documents

  • If the donor now resides in a care home, we need a letter on headed paper from the care home stating the donor lives there. This must be signed by the Care Home manager.
  • We will need to run identification checks on you (the attorney) and may need to see additional identification documents.
  • When advising us of the Power of Attorney please include your full name, address, and postcode.
  • If we request additional identification, we will need to see your passport or driving license (original or solicitor certified copy) and proof of address dated within the last 3 months. This could be a utility bill, council tax bill or bank statement.

Where do I send the documents?

You can send your documents via post or email. If you’re posting your documents, please send them by recorded delivery so they reach us safely. We’ll send them back to you in this way too.

Post

Customer Services, Hodge, One Central Square, Cardiff, CF10 1FS

What happens next

Once we’ve got all your documents and can verify your identity, we’re usually able to set you up on the account within 24 hours. We’ll let you know when we’ve done this.

Once a PoA has been registered on a savings or mortgage account it will continue to operate as normal.
You can contact us at any time with any questions. Our friendly staff are available Monday – Friday from 9am to 5pm.

 

 

 

Frequently Asked Questions

We need either the original Power of Attorney document or full copy document. Please make sure you include all pages. If sending a copy we also need certification which means that the document needs to have each page stamped by the company who’s provided it.

We’re happy to accept a copy by exception or a solicitor certified copy via email.

You can open an account on the donors behalf. You can complete the online application form for your chosen account. When you complete this please use the donor details but provide your contact details. If the doner now resides in a care home, we will need a letter on headed paper from the care home stating the doner lives here. This must be signed by the Care Home manager.
We may ask to see identification documents for you (the attorney).
If you need assistance to complete the form please contact our Customer Services team on 0800 7314076, they’ll be able to help you with your application.

No, as the mortgage is already in place and any changes would need to be made through an independent financial advisor.

You can contact us by phone, email, or letter to manage the account.

Assuming all documentation is correct we can do this within 24 business hours.

Your attorney will need to send us a copy of the death certificate.
For mortgage customers, the account will need to be redeemed which means that the mortgage will need to be repaid. For savings customers, the money in the account will be sent to the customers’ estate which then closes the account.

We will run identification checks through Experian, a credit reference agency, to confirm the identity of the PoA. In some cases, you may need to send us additional documents to verify identification. If we need this we will let you know.

If we request additional identification, we will need to see your passport or driving license (original or solicitor certified copy) and proof of address dated within the last 3 months. This could be a utility bill, council tax bill or bank statement.

You may be able to apply for new or additional borrowing but this has to be through an Independent Financial Advisor. If you don’t have an Independent Financial Adviser (IFA) the website www.unbiased.co.uk can help you find one.

There are a number of ways a Lasting Power of Attorney can be brought to an end. The person who made the Power of Attorney (known as the donor) can cancel it if they still have capacity.

If the attorney is no longer able, or no longer wants to be an attorney, there’s guidance on the Gov.uk website on how to do this www.gov.uk/government/publications/disclaim-a-lasting-power-of-attorney

A Lasting Power of Attorney will also come to an end when the donor passes away.

An Enduring Power of Attorney (EPA) can also be brought to an end by the donor cancelling it if they still have capacity or an attorney says they no longer wish to be an attorney. It can also be cancelled with a court order or the Court of Protection can end if they believe the attorney has abused their position or the donor made the Enduring Power of Attorney because of fraud or excessive pressure.