Supporting you

We can:

• Speak slower, louder and clearer when you call us, repeat information so that you can make a note of it, or liaise with a family member on your behalf.
• Use hearing relay services with you, such as Relay UK.
• Provide information in an alternative version, such as Braille or large print.
• Use your preferred channel of communication when contacting you, such as via secure messaging if you struggle to call us.

We can make a note of this on your file to allow us to better assist you in the future.

Any sensitive information you share with us will be treated in the strictest confidence and will only be stored on our internal systems with your explicit consent, which you can withdraw at any time.

We recognise that situations may arise that could impact your ability to manage your savings with us for a variety of reasons that may be sensitive and personal to you. Please be assured that our specially trained agents are here to help and provide you with confidential support that is suitable to your personal circumstances.

This can be an extremely difficult time for you, both emotionally and practically, and we are here to support you. We can help by providing you with practical support and guidance on what you need to do next. If our customer has passed away, please let us know as soon as possible so we can help to support you with next steps. Further information can also be found in our Bereavement Advice Guide