Here to help: support for your needs
We know that using certain services can sometimes feel overwhelming, so we’re here to make things easier. That’s why we’ve created our Additional support programme designed to offer extra help whenever you need it. No matter your situation, we’re here to help you feel comfortable and in control.
You can join the programme at any time by following the steps below:
- Log into your account via a web browser.
- Go to My Profile > Personal details > Settings > Additional support programme > Edit.
- Select all options that best describe your current situation.
- You’re also welcome to contact us directly to discuss how we can tailor our support to best match your needs.
Talk to us
If something is affecting your ability to manage your account or finances, tell us about it! This may include:
- physical impairment, such as hearing or visual loss;
- difficulty communicating;
- mental health problems;
- sudden changes to your financial environment, such as job loss;
- any other issue that affects how you manage your finances.
You can decide whether to enroll or not; you can opt in and out at any time, from your account or by contacting us via the channel at the end of the article.
How we support you
Tell us once
When you share your specific circumstances with us, a representative will add a note to your account. This note will help us assist you in the best way possible and will ensure that you don’t have to tell us twice about any difficulties you’re experiencing – whether temporary or lifelong.
We can do this by:
- tailoring our communication to fit your needs, for example, talking slower on the phone, resending you important information via email, or providing written summaries for clarity;
- asking you about your preferred way of communication and then reaching out in the way that works best for you – via email, chat or phone;
- tailoring our support to your unique needs, for example, working with individuals with Power of Attorney (POA), a carer, or otherwise adjusting to your specific circumstances;
- referring you to external organizations for support with issues outside of our scope.
What we cannot do:
- offer advice on health, medical, legal and non-financial matters;
- offer financial advice on matters unrelated to our products and services;
- make transactions on your behalf, unless authorized by you or by Power of Attorney;
- skip any verification processes required to confirm your identity and/or address;
- make exceptions to our policies, unless specifically allowed by the policy;
- assist with personal relationships;
- offer benefits that others in similar situations aren’t entitled to.
How we handle your data
When we process information about you for this purpose, we always ask for your consent first. Everything you share with us is confidential and will only be used to provide you with tailored support.
You can withdraw your consent at any time:
- directly from your account (Settings > Personal details > Additional support programme), or
- by contacting us in your preferred way.
We’re required to keep your information for a certain period of time to comply with our legal obligations but don’t worry! Your data is securely stored and, as soon as we no longer need to keep it for legal reasons, it’ll be removed from our systems.
See our Privacy Notice for more information on how we process your personal data, and how you can exercise your data rights.