How to get support
Step 1: Tell us who you care for
To set up a carer package and card, you’ll need:
- A letter from a medical professional addressed to us and confirming the person no longer has the decision-making capacity to manage their finances.
The letter should not include other health details. We will not be able to offer the carer package without this letter.
Step 2: Book an appointment
Contact your local branch to arrange a meeting when you have the letter. Bring:
- The letter from the medical professional
- Your photo ID
- Proof of your address.
Only one carer can use the carer package. You can choose whether to have a carer card on the account.
Step 3: We’ll take care of the rest
Our branch team will send the documents we need from you (see above) to our Customer Care team. When they get the documents, they will:
- Check the paperwork
- Update our systems
- Order a card, if requested.
The card will show the customer’s name, the word ‘CARER’, and your initials (for example, TK).
You can only use the card for the customer’s care and comfort. If you need to go over the card limit, our Customer Care team will review your request.
The branch will get in touch if we need anything else. They will let you know when the carer package is in place.