here to support you

How to make a payment with our new digital service.

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

  • 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.

  • 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.

  • Dealing with financial difficulties

    Vulnerabilities may arise from financial pressure or difficulties which may be temporary, medium or long term. Please contact your private banker if you fear you may be facing financial difficulties so we can understand the problems you are facing and see how we might be able to support you through them. 

  • 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. 

  • 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.

  • 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. 

  • Organisations offering additional support

glossary of terms