From time to time, we all need some extra help to get something done, so we’re here for you when you need us most.

To make sure that we offer you help and support when you or your loved ones need it, you can let us know if you need extra support, and we’ll add this information to your account.

This means that we can immediately identify you as needing some extra help as soon as you contact us, without you having to let us know every time.

How to tell us you need extra support

All you need to do is call (you’ll need to be registered) or write to us and let us know that you need some extra support.

Please let us know if you have a specific requirement (for example, providing you with large print letters and brochures) and please try and tell us why you need extra support. You don’t have to tell us everything in detail if you don’t want to, as long as we have enough information so that we can help.

We’ll then - with your consent - update your account so that the next time you contact us, we’ll know how best to help you manage your savings based on your needs.

• How will I know that I need extra support?

  We know that extra support means different things to different people. Because of this, we don’t have a set definition.

  We help everyone individually, so please contact us if you’re not sure and we’ll make sure your account is set up in a way that suits you.

• Is my information safe?

  Anything you tell us can only be accessed by an authorised customer service representative once you pass security checks when you contact us about your account.

  We’ll never add information like this to your account without your consent, and you can ask us to remove this information at anytime by calling or writing to us.

  Read our full privacy notice

• I’m looking after someone else’s account

  If you have Power of Attorney of someone’s savings, you can manage their accounts within your own online account.

  Read more about managing someone else’s savings