How to get support
1. Get in touch and let us know about the person you care for:
- If you have an Enduring Power of Attorney (1996), ADMA 2015 agreement or Ward of Court, make sure it is registered with us.
- To set up a Vulnerable Customer Account and get a Carer Card, you will need a letter addressed to us from a medical professional.
- This letter must state that the person you care for has lost their capacity to make decisions.
- The letter should not contain health information for the person you care for, as we do not need it.
2. When you have the letter, get in touch with your local branch to set up an appointment.
When you come into the branch please bring:
- the letter from the medical professional;
- your photo ID;
- your proof of address.
Only one person or carer will be allowed to use the Vulnerable Customer Account. The person or carer can decide if they want to have a Carer Card on the account. Vulnerable Customer Accounts do not have access to online banking. Vulnerable customer Accounts do not come with cheque books. There are limits set on a Carer Card.
3. Our branch staff will send your documents to our Customer Care team:
The Customer Care team will check all the paperwork and update our systems with the new details.
If a card has been requested, they will order it. Cards will be in the name of the customer along with the word ‘CARER’ and carer’s initials (for example, TK).
Card use is for the customer’s care and comfort only. Any requests for exceptions to the card limit on the account will be reviewed by the Customer Care team.