Supporting someone else to manage their account
Understanding your options
There are several safe and secure ways to give someone permission to deal with us on your behalf.
Before we can speak to anyone else about your account, our team will always need to check that the right permissions are in place. This is to protect you and your money.
Registering someone as a third party
Who it's for
This is the simplest option if you’d like someone to help manage your account and you’re able to visit a branch in person.What it allows someone to do
This gives someone else permission to talk to us about your account after completing security and ID checks as normal.
It lasts for a maximum of two years. After this, you’ll need to fill in the form again.
How to set it up
You and the person need to come together in person to our branch, along with photo ID
We’ll ask you to complete and sign a form along with making copies of your identity documents.
Obtaining legal Power of Attorney
Who it's for
If you or the person holding the account are incapacitated or unable to come to branch, you'll need to go through the legal process of obtaining Power of Attorney.What it allows someone to do
A power of attorney is a legal document that allows someone to make decisions and act on another person’s behalf if that person is no longer able to, or if they no longer want to make their own decisions.
How to set it up
You can make and register a power of attorney online at GOV.UK. Some people use a solicitor to help them with this process.
Once you have the power of attorney, you’ll need to let us know about it.
Bring a certified copy of the document with you to a branch along with two forms of ID, or email them to [email protected]
When you speak to us by phone
Who it's for
If your situation makes it hard to speak over the phone and you would like someone else to help or to speak to us on your behalf.What this allows someone to do
With your explicit permission, we can help to explain things or give details of your account to someone else over the phone.
This person won’t be able to speak to us without you present, or make decisions on your behalf.
How to set it up
You can call us as usual. We’ll need to speak to you personally and verify your ID before you can pass us over to anyone else.
If you wish to hand the phone over to someone else, please let us know.
We may ask to know a little more about who the person is and your reasons for handing the call over, before we agree to speak to this person.
You’ll need to repeat these steps each time you call.
Why this is important
It ensures we only share account information with people you’ve chosen and authorised.
It helps protect vulnerable members from fraud, scams, and financial abuse.
It gives peace of mind that your account can still be managed if you need help.
Sources of information & advice
Carers UK
Age UK
