Support for individuals
Anyone may need additional support at some time
Support for individuals
Anyone may need additional support at some time
We recognise our customers are individuals with different needs. Anyone may need additional support at some time.
With this in mind, we have a dedicated Customer Care team that provides additional support to customers who may need it.
There are many different circumstances that may require additional support, which include but are not limited to:
- Illness or Accident
- Disability or Health Conditions
- Job Loss
- Relationship Breakdown
- Grief (Bereavement)
- Mental Health
- Financial Difficulty
This is not a complete list.
If you experience a change in circumstances or require additional support call us and ask to speak to our Customer Care team.
We will listen to your circumstances to understand how we can support you. This help could include providing detail of other sources of support and allowing you time to seek further advice and assistance.
We will handle your personal information sensitively and confidentially.
Ask to speak to our Customer Care team
Call us on
Opening hours:
Monday to Friday: 9am to 5pm
Saturday: 9am to 1pm
Sunday/Bank holiday: Closed
Financial difficulty
If you are experiencing financial difficulties:
Call our Customer Care team on
Opening hours:
Monday to Friday: 9am to 5pm
Saturday: 9am to 1pm
Sunday/Bank holiday: Closed
Visit our Money Worries page for more information and details of where you can obtain free, impartial advice.
Power of Attorney
To register a power of attorney:
- Download the following documents:
- Ensure you read the Use of Personal Data information sheet
- Complete the form and send it back to us using our freepost address: Freepost SECURE TRUST BANK
- If you do not have a LPA access code, please provide an original or certified copy of the Power of Attorney document
Only the account holder(s) will be able to manage the account until we have received and accepted your Power of Attorney documentation.
Third Party
To authorise a third party on your account:
- Download the following documents:
- Ensure you and the third party you want to authorise on the account read the Use of Personal Data and the Third party access information sheet
- Complete the form, with the support of the third party, and send it back to us using our freepost address: Freepost SECURE TRUST BANK
Bereavement
We recognise this will be a very difficult time and aim to support you through this process.
If you have experienced a bereavement, you can find more information on what to do next.
Printed communications for Savings accounts
We can provide communications in alternative formats for you. We offer:
• braille
• large print
• audio
You can let us know in the application form for any new accounts.
You can contact us to let us know if you want an alternative format for your existing accounts.
Alternative format documents can take up to 1 week longer than standard printed versions. You will receive your communications in both standard and alternative formats separately.
Email and SMS communications will still be sent to you even if you request an alternative format for your printed communications.
Useful Contacts
General Support
Samaritans - Telephone: 116 123
Mental Health Charities
MIND - Telephone: 0300 123 3393
Rethink Mental Health Illness - Telephone: 0845 456 0455 or 0207 840 3188
Saneline - Telephone: 0845 767 8000
Bereavement charities
Cruse Bereavement Care - Telephone: 08444 779 400
Bereavement Advice Centre - Telephone: 08008 211 203
Domestic violence/coercive debt charities
Surviving Economic Abuse (SEA)
Homelessness charities
Crisis - Telephone: 0300 636 1967
Shelter - Telephone: 0808 800 4444
Communications
Royal National Institute of Blind People (RNIB) - Telephone: 0303 123 9999