here to support you
You or a loved one may require additional support from time to time. This could be to assist those with an illness or to support you and your family during a difficult time such as through a bereavement. We are here to help. Below we answer frequently asked questions and provide information on how we can help.
What to do if you or a loved one require additional support
Most importantly, we know every client’s circumstances are different so we ask you to let us know when yours have changed so we can make adjustments as required. You can be assured that all your information is kept confidential.
If you’ve had a change in circumstance or require us to make an adjustment, you can let us know by either calling Coutts24 on 0207 957 2424 or contacting your private banker.
Examples of support we can provide
- Extra time for face-to-face meetings, access for assistance dogs and accessible offices.
- Braille, coloured paper, large print documents.
- Signposting and referrals to partners and charities.
the support available to you
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Assistance with our Digital Services
If you or a loved one require assistance for access to, or when using our digital service, you can contact our Digital Helpdesk team on +44 (0)20 7770 0000, who are happy to help.
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Fraud
We’re able to provide support if you’ve been a victim of fraud. However, prevention is critical. We encourage all clients to familiarise themselves with the fraud prevention measures that can be found on our dedicated website along with guidance and expert videos.
If you’re ever unsure about a transaction or an approach you can always reach out to us to discuss it.
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What options are available for someone who requires assistance with their banking?
A Power of Attorney (POA) gives legal power to one or more persons to help make decisions on your behalf. The people to whom you give permission to manage your accounts are called 'Attorneys' and are legally authorised to look after your finances.
There are different types of POAs that we accept:
1. Lasting Power of Attorney.
2. Enduring Power of Attorney.
3. Continuing Power of Attorney (Scotland).
Once you’ve been granted a POA, you can apply to be added to an account.
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Giving a third-party access to your bank accounts
Sometimes, you might want help to manage your bank accounts. If you or a loved one is mentally capable, then a third-party mandate can be put in place to allow another person access to the relevant bank accounts.
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Bereavement
We understand that the loss of a loved one can be a difficult experience. We have a section on our website dedicated to providing you with support and guidance.
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Organisations offering additional support
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SignVideo
SignVideo is a live video interpretation service that allows clients to interact with us via live British Sign Language (BSL) video interpreting.
This is a free service to clients, available via their website or mobile app (available on the Google and Apple stores).
DEALING WITH FINANCIAL DIFFICULTIES
STRUGGLING FINANCIALLY
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I’m worried about getting by on less than I had before. Can you help?
The Cost-of-Living crisis is impacting everyone in different ways, so if you're feeling you’re beginning to struggle or need some extra help, you're not alone. You may like to contact your Private Banker to book an annual review to understand what’s coming in and going out of your account – so you can work out how your change of situation will affect your finances.
If your situation means you’re going be late with a loan, mortgage or credit card payment (or if you’ve already missed one) it’s important you get in touch with us as soon as possible. If you’ve had a change in circumstance or require us to make an adjustment, you can let us know by either calling Coutts24 on 0207 957 2424 or contacting your Private Banker.
The sooner you talk to us, the sooner we can help support you. We could potentially give you some options to help you through a difficult period so you can stay in control of your finances.
If you or a loved one require assistance for access to, or when using our digital service, you can contact our Digital Helpdesk team on +44 (0)20 7770 0000, who are happy to help.
If you need a personal adjustment or need extra support with documents or communication, please speak to your Private Banker who can arrange this for you.
For examples of additional support we can provide for personal adjustments - click here.
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There is not enough money in my account for some direct debits which are due and I feel like I am going to miss a payment. What do I do?
You will need to have the right amount of money in your account by 2.30pm on the due date – otherwise your direct debt will be returned unpaid. If you have money in another account, you can transfer this on the app or contact your Private Banker.
If you need more support, then please call Coutts24 on 0207 957 2424 or contact your Private Banker who will be able to help.
If you or a loved one require assistance for access to, or when using our digital service, you can contact our Digital Helpdesk team on +44 (0)20 7770 0000, who are happy to help.
If you need a personal adjustment or need extra support with documents or communication, please speak to your private banker who can arrange this for you.
For examples of additional support we can provide for personal adjustments - click here.
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I have already missed a payment; will this show on my credit report?
Depending on your particular situation, your credit file may be affected by missed or late payments on your loan, credit card or your mortgage – or if you’re continuously overdrawn beyond your agreed overdraft.
The information we report to credit reference agencies will vary depending on your payment history or if you’ve made a repayment plan with us which you’re sticking to. If you haven’t made a contractual or repayment arrangement, then a missed payment may be registered on your credit file. To get up-to-date information on your credit report please refer to one of the three main agencies in the UK: Equifax, Experian or TransUnion.
If it is recorded on your credit score, it will remain there for six years and may affect your ability to obtain further credit, so we urge you to get in touch with us to understand your current position.You may also like to get some free, independent advice. There are lots of organisations out there who offer free, confidential support here. They can work with you to create a personalised action plan to help you get back on track. But please speak to your Private Banker first.
Citizen Advice - Citizens Advice
Money Advice Trust - Home | Money Advice Trust
If you need more support, then please call Coutts24 on 0207 957 2424 or contact your Private Banker who will be able to help.
If you or a loved one require assistance for access to, or when using our digital service, you can contact our Digital Helpdesk team on +44 (0)20 7770 0000, who are happy to help.
If you need a personal adjustment or need extra support with documents or communication, please speak to your Private Banker who can arrange this for you.
For examples of additional support we can provide for personal adjustments - click here.
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I'm considering consolidating some debt, what do I do next?
Debt consolidation is where you take out a new loan, credit, overdraft or mortgage product to repay some or all your existing debts. This may allow you feel in more control of your debt as it could mean having a fixed repayment amount each month and/or less creditors to repay each month.
Taking on new debt is a big decision - your debt consolidation finance may not be enough to cover all your debts. If so, you'll still have debt in more than one place. You may also have to pay an early repayment charge. Plus, if you borrow money for longer, you could pay more interest, costing you more overall.
If you need to more support, then please call Coutts24 on 0207 957 2424 or contact your Private Banker who will be able to help.
If you or a loved one require assistance for access to, or when using our digital service, you can contact our Digital Helpdesk team on +44 (0)20 7770 0000, who are happy to help.
If you need a personal adjustment or need extra support with documents or communication, please speak to your Private Banker who can arrange this for you.
For examples of additional support we can provide for personal adjustments - click here.
SUPPORT WITH MY BORROWING
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I can’t keep up with my credit card payments, what options do I have?
If you’re struggling to afford your repayments, please tell us as soon as possible so we can help you get back on track. E.g. we could potentially give you some options that may be more supportive of your situation.
You may also like to get some free, independent advice. There are lots of organisations out there who offer free, confidential support here. They can work with you to create a personalised action plan to help you get back on track. But please speak to your Private Banker first.
Citizen Advice - Citizens Advice
Money Advice Trust - Home | Money Advice Trust
If you need more support then please call Coutts24 on 0207 957 2424 or contact your Private Banker who will be able to help.
If you or a loved one require assistance for access to, or when using our digital service, you can contact our Digital Helpdesk team on +44 (0)20 7770 0000, who are happy to help.
If you need a personal adjustment or need extra support with documents or communication, please speak to your Private Banker who can arrange this for you.
For examples of additional support we can provide for personal adjustments - click here.
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I have gone over my arranged overdraft limit, what do I do?
When you spend money that takes you beyond your agreed overdraft limit, you fall into an unarranged overdraft position which will incur higher interest costs. Using an unarranged overdraft can affect your credit score. Please check your balance and pay money into your account to cover your unarranged overdraft and any future payments.
You may also like to get some free, independent advice. There are lots of organisations out there who offer free, confidential support here. They can work with you to create a personalised action plan to help you get back on track. But please speak to your Private Banker first.
Citizen Advice - Citizens Advice
Money Advice Trust - Home | Money Advice Trust
If you need more support, then please call Coutts24 on 0207 957 2424 or contact your Private Banker who will be able to help.
If you or a loved one require assistance for access to, or when using our digital service, you can contact our Digital Helpdesk team on +44 (0)20 7770 0000, who are happy to help.
If you need a personal adjustment or need extra support with documents or communication, please speak to your Private Banker who can arrange this for you.
For examples of additional support we can provide for personal adjustments - click here.
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I can’t keep up with my loan repayments, what options do I have?
If you’re struggling to afford your repayments, please tell us as soon as possible so we can help you get back on track. E.g., we could potentially give you some options that may be more supportive of your situation.
You may also like to get some free, independent advice. There are lots of organisations out there who offer free, confidential support here. They can work with you to create a personalised action plan to help you get back on track. But please speak to your Private Banker first.
Citizen Advice - Citizens Advice
Money Advice Trust - Home | Money Advice Trust
If you need more support, then please call Coutts24 on 0207 957 2424 or contact your Private Banker who will be able to help.
If you or a loved one require assistance for access to, or when using our digital service, you can contact our Digital Helpdesk team on +44 (0)20 7770 0000, who are happy to help.
If you need a personal adjustment or need extra support with documents or communication, please speak to your Private Banker who can arrange this for you.
For examples of additional support we can provide for personal adjustments - click here.
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I can’t keep up with mortgage payments, what options do I have?
If you’re struggling to afford your repayments, please tell us as soon as possible so we can help you get back on track.
Further support which may be available to you depending upon your circumstances include:
Referral to a specialist team who will consider options of support tailored to your individual circumstances, which may include:
- Repayment of any arrears on your mortgage over an agreed period of time of up to 24 months
- A short term deferral or reduction in your mortgage payments if your income has temporarily been reduced.
- Increase in your mortgage to include any arrears outstanding.
If we agree one of these options with you then it may impact your credit reference file & may mean that you end up paying more for your mortgage. We can provide further details when discussing these options with you.
You may also like to get some free, independent advice. There are lots of organisations out there who offer free, confidential support here. They can work with you to create a personalised action plan to help you get back on track. But please speak to your Private Banker first.
Citizen Advice - Citizens Advice
Money Advice Trust - Home | Money Advice Trust
If you need more support then please call Coutts24 on 0207 957 2424 or contact your Private Banker who will be able to help.
If you or a loved one require assistance for access to, or when using our digital service, you can contact our Digital Helpdesk team on +44 (0)20 7770 0000, who are happy to help.
If you need a personal adjustment or need extra support with documents or communication, please speak to your Private Banker who can arrange this for you
CHANGE IN CIRCUMSTANCES
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I am separating from my partner, what options do I have?
Please call Coutts24 on 0207 957 2424 or contact your Private Banker who will be able to help.
If you or a loved one require assistance for access to, or when using our digital service, you can contact our Digital Helpdesk team on +44 (0)20 7770 0000, who are happy to help.
If you need a personal adjustment or need extra support with documents or communication, please speak to your Private Banker who can arrange this for you.
For examples of additional support we can provide for personal adjustments - click here.
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I have been affected by financial abuse, what options do I have?
You or someone you know may be affected by financial abuse. Here are some questions which might help you recognise if this is the case. Has your partner, family member, carer or friend:
- Asked you to account for everything you spend?
- Insisted you give them your income from salary or benefit payments?
- Stopped you from having access to your bank account or insisted their name be added to your accounts?
- Forced you to take out credit agreements for products that they then use for example car finance or mobile phone contracts?
- Forced you to put all the household bills in your name?
- Stopped you from going to work/college or university?
- Cashed your pension or other cheques without your permission?
- Stopped you from spending on essentials?
How we can help
Mail We understand that your circumstances may make it difficult to have mail received at your home address. We can help you access online statements or update your address to deliver your mail to a secure location. Opening a new account We can help you set up a new bank account that is unconnected to any existing joint accounts you may have. Cards, PIN and Passwords We have specialist staff to help support you with this. Please get in touch with your private banker and we can guide you through this. Joint Accounts We can help you deal with joint accounts, and potentially give you options on what the next steps could be. We have specialist staff to help support you with this. Please get in touch with your private banker as soon as you have a concern. If you need more support, then please call Coutts24 on 0207 957 2424 or contact your Private Banker who will be able to help.
If you or a loved one require assistance for access to, or when using our digital service, you can contact our Digital Helpdesk team on +44 (0)20 7770 0000, who are happy to help.
If you need a personal adjustment or need extra support with documents or communication, please speak to your private banker who can arrange this for you.
For examples of additional support we can provide for personal adjustments - click here.
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I have started to care for someone, what support is on offer?
Different types of Power of Attorney - Which is right for you?
Depending on your requirements and where you live, there are different types of Power of Attorney you should consider, including: Lasting Power of Attorney. Enduring Power of Attorney (Ireland). Ordinary Power of Attorney. Continuing Power of Attorney (Scotland). Visit the gov.uk website to find out more about which is right for your circumstances, and how to make or register a Power of Attorney.
How long does it take for power of attorney to be added onto an account?
An attorney can be added within 5-10 working days.
What can I do as an attorney?
If able to act "Solely" or "Joint and Severally" an attorney can operate the account as if they were the customer themselves. They can have a debit card, register for online or telephone banking and make payment and transfers. They can close accounts that are no longer needed or even open new accounts. They can also manage the donor's mortgage, including applying for a new mortgage or changing the rates. They cannot apply for any other form of credit on behalf of the donor such as a loan, overdraft or credit card.
If several attorneys are appointed "Jointly" or "Jointly for some decisions and Severally for others" the attorneys are not able to have access to online or telephone banking or have a debit card. To operate the account joint attorneys can sign cheques together, they can visit branches together or jointly sign letters of instruction addressed to the bank.
To withdraw cash from our branch service all attorneys must be present and will be required to present ID.
How can I remove Power of Attorney from an account?
To have a Power of Attorney removed from an account, [you] the donor of the Power of Attorney (our client) can give us that instruction provided they still have the capacity to do so. This will just remove the attorney from the account(s). In order to bring a Power of Attorney to an end more generally, there are formal steps that need to be taken – these depend on what type of Power of Attorney it is. For a Lasting Power of Attorney, for example, a document called a go to the Office of the Public Guardian (OPG) to get a deed of revocation needs to be prepared, this needs to be registered with the Office of Public Guardian. You can find more information on how to end your Power of Attorney at the gov.uk website: Make, register or end a lasting power of attorney: Overview - GOV.UK (www.gov.uk)
If the attorney is requesting to be removed, we can accept a letter to advise they no longer wish to be on the account.
Can I be added to a joint account as power of attorney?
Yes, you can be added to a joint account as Power of attorney. However, you will need to obtain the other joint account holder's written authority.
If you need more support then please call Coutts24 on 0207 957 2424 or contact your Private Banker who will be able to help.
If you or a loved one require assistance for access to, or when using our digital service, you can contact our Digital Helpdesk team on +44 (0)20 7770 0000, who are happy to help.
If you need a personal adjustment or need extra support with documents or communication please speak to your private banker who can arrange this for you.
For examples of additional support we can provide for personal adjustments - click here.
ADDITIONAL SUPPORT
I have a change in my personal circumstance and need extra support with my banking needs, what support is on offer?
If any of the following apply to you, please let your banker and/or Coutts 24 know.
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I'm blind or have a visual impairment
- I would like Braille Grade 1 or Braille Grade 2 communications
- I would like Large Print communications
- I would like Closed Captions on Zoom video appointment
- I might need help with my banking from a trusted person
- Please be patient with me
- I do not need any specific support just be aware of my circumstances.
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I'm deaf or have a hearing impediment
- Please speak louder when talking to me
- Please look at me when you are speaking
- Please interact with me in a quiet space
- Please speak slowly and clearly to me
- I use hearing loop systems
- I would like Closed Captions on Zoom video appointment
- I might need help with my banking from a trusted person
- Please be patient with me
- I do not need any specific support, just be aware of my circumstances.
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I have a speech impediment
- Please interact with me in a quiet space
- Communicate with me using Close Captions on Zoom
- I might need help with my banking from a trusted person
- Please be patient with me
- I do not need any specific support, just be aware of my circumstances.
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English is not my first language
- Please speak slowly and clearly to me
- Please be patient with me
- I need support with language translation
- I do not need any specific support just be aware of my circumstances.
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I have an illness or a long term condition
- Please interact with me in a quiet space
- I might need help with my banking from a trusted person
- Please be patient with me
- I do not need any specific support just be aware of my circumstances.
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I face barriers due to dexterity or mobility
- I might need help with my banking from a trusted person
- Please be patient with me
- I do not need any specific support just be aware of my circumstances
- I need to use the lift/escalator when I come into the building
- I would like to explore alternative card/signing options
- Please let me know options for cash delivery.
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I rely on a family member or carer for support
- Please interact with me in a quiet space
- I might need help with my banking from a trusted person
- Please be patient with me
- I do not need any specific support just be aware of my circumstances.
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I have had a bereavement
- Please interact with me in a quiet space
- I might need help with my banking from a trusted person
- I may need additional support with my finances when speaking with you
- I do not need any specific support just be aware of my circumstances.
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I am transgender or in the process of transitioning
- Please do not assume my gender when speaking with me
- I do not need any specific support just be aware of my circumstances.
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I have a mental health, neurodevelopmental or cognitive condition
- Please interact with me in a quiet space
- Please speak slowly and clearly to me
- Please be patient with me
- I do not need any specific support just be aware of my circumstances.
