Additional banking support

Looking for some extra support with your everyday banking? Whatever you need, we're here to make life easier.

To make it easier for you to read your bank statements, or any written communications we might send, we can offer the following additional formats:

audio version
braille type 1
braille type 2
large print (font 20)
giant print (font 32)
coloured paper
different fonts

Our dedicated customer support team can also go through your statements with you, and explain any parts you might need some help with.

A Secure Key is a device that gives you added protection against fraud. It does this by generating a one-time password which you can use to log in to your accounts.

Secure Keys are available in both Physical Secure Key and Digital Secure Key formats, depending on your preference.

If you need a larger version of our Physical Secure Key to access your banking, we can provide this on request.

A Digital Secure Key allows you to access your banking using your fingerprint or facial recognition, which some customers may find easier than carrying a physical device.

Help with managing your finances

If you need support in managing your finances, there are a number of ways we might be able to help.

I need to limit the amount I can withdraw from an ATM

To set a daily limit on how much you can withdraw from an ATM using your first direct card, all you need to do is follow these steps:

Log into our App
If you have an iOS phone, click the three lines on the bottom right of the screen. If you have an Android phone, click the three lines at the top left of the screen
Select ‘Cards’ from the menu
Now select ‘Set Limits and controls’ button which will take you to a new screen
Select ATM withdrawals. You can either switch ATM withdrawals off to prevent all cash withdrawals, or set a daily withdrawal limit.
To change the daily limit on cash withdrawals, select Daily limit
The next screen will allow you to type the amount you’d like to set as the limit. This is available in multiples of £10 only.
All ATM withdrawals will be declined once you reach your limit or if you have switched off ATM withdrawals.
If you have more than one first direct account, repeat these steps to manage the ATM withdrawal limits on each account.

I need to speak to someone before you agree any further borrowing applications

If you need us to manually review any new lending applications before we approve them, please speak to our Vulnerable Customer Support Team on 03 450 307 246. We'll put a note on your file and make sure we discuss the application in more detail before a decision is made.

I need you to decline any further borrowing applications I make

If you need us to decline any lending applications on your account, please contact our customer care team on 03 450 307 246. They will make a note on your file and any future lending applications will be automatically declined.

You should also speak to our Vulnerable Customer Support Team on the same number if your circumstances change.

I need to give somebody else access to my account

If you need us to, we can give a trusted person access to your accounts through services such as power of attorney, a third party mandate or a Court of Protection order.

We can also set up an emergency contact on your file in case we can't reach you directly.

Learn more about third party access options

How to contact us about your support needs

Once you notify us, these preferences will then be added to your account(s) to make sure you get the right support. You can change these preferences at any time, as well as letting us know if they are permanent or temporary.

Through our App

Follow these steps to notify us:

Open the App
Select the 3-line menu
Scroll down to 'Preferences'
Select 'Your Support Needs'
Select all the options that apply to you.

Discover our Mobile App

Chat with us online

You can chat to us using our online and mobile banking services.

To chat with us on our App, log in and select Help > Chat now.

You can chat to us on Online Banking by logging in and selecting 'Message us'.

Chat with us

If you don't have our App yet, read our guide on how to get started.

You can also request additional support by completing our online form, or by calling us on 03 456 100 100.

Other support we can offer...

Mental health support

If you need support due to an issue relating to your mental health, please reach out. We have a number of resources that may be able to help.

View mental health support

Financial difficulty

If you're worried about your financial situation, we're here to help. We can support you in whatever way we can, with care, confidentiality and respect.

Find our support services

Communication needs

If our usual channels don't work for you, just tell us how you'd like us to get in touch.

Get in touch

Additional banking support

How can we help?

Bank statements and written communication

Alternatives to using a PIN

Signing documents

Banking with a Secure Key