Safeguarding your banking

Setting up financial safeguards to support you with managing your banking

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Helping you with financial concerns

  • Are you a health and social care professional concerned about a customer and how they are managing their finances?
  • Are you a family member worried about a loved one’s financial management and want to know what can be done?
  • Do you feel your spending is out of control, or are you losing track of your income and expenses and need some help?
  • Do you think you or a family member may be susceptible to harm and need safeguards on a bank account to protect finances?

If you answered yes to any of these questions, we’re here to help.

How we can help

We understand that it can be stressful and worrying if you or someone you care about is struggling to manage their money. We can help by offering practical safeguards on accounts with consent, such as limiting the amount of cash that can be withdrawn.


How to get support

1. Get in touch and let us know whether you are a customer or someone reporting a possible concern about a customer:

  • Customers and family members: please call into a local branch or phone our contact centre on 1800 946 146 and select option 1.
  • If you are concerned about confidentiality and need us to phone you back at a specific time or on a particular number, please just let us know
  • Health and social care professionals supporting a customer: please email our specialist team and include account details of the customer and what you feel may be happening. Do not include any details which could really identify an alleged abuser in the email.

2. We will contact our Customer Care team and discuss the appropriate safeguards, which could include offering to:

  • Put a block on online banking
  • Lower the spending limits on your card to reduce the amount you can take out at a cash machine or spend in a shop
  • Limit the withdrawals you can do in branch, or cancelling your chequebook
  • Remove your ability to automatically apply for new loans or credit online so that any application you make will be declined

3. We will agree a plan of action then implement the measures we agree:

  • We will require the customer to approve the measures by completing a customer instruction form in a branch
  • The measures will stay in place until the customer asks us to remove them (which they can do at any time)


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Call us on 0818 365 365, 9am to 6pm Monday to Friday. Saturday 10am-2pm.

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