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Caring for someone vulnerable

Life Moments

Caring for someone vulnerable

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Help if you're self-isolating Open in new window

Banking from home Open in new window

Third party access Open in new window

What is a Power of Attorney? Open in new window

Frequently asked questions Open in new window

Organisations that offer support Open in new window

Caring for someone that needs additional help?

If you’re caring for someone, you’re not alone. More than 6.5 million people in the UK provide unpaid care by looking after someone who is ill, older or disabled.

Help if you're self-isolating

Vulnerable customers helpline

Call us to find out what additional services we can offer vulnerable customers who are self-isolating, such as having cash delivered at home or letting a friend or relative withdraw money at a cash machine.

Call us on 0800 051 4177

Lines are open 8am-8pm every day

Banking from home

During this time we want to make it as easy as possible for you to manage and look after your money. Find out how we can help you with online and mobile banking, with helpful videos and step by step guides to get you started.

Banking from home Open in new window

Giving a third party access to your bank accounts

Sometimes, you might need help to manage

your bank accounts.

If a Royal Bank of Scotland customer is mentally

capable, then a third-party mandate can be put

in place to allow another person access to their

bank accounts.

Information Message

A third-party mandate cannot be used in circumstances where a customer no longer has mental capacity.

A third party can

Close accounts and change the statement address of accounts they are named on.

Have a debit card, cheque book and a pay-in book.

Enrol for telephone or digital banking.

Arrange and cancel any payments on the account e.g. standing orders, direct debits, chaps payments.

Obtain any information relevant to an account they are named on.

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A third party cannot

Use any of the benefits on a packaged account.

Open accounts on behalf of a customer.

Upgrade/downgrade accounts including account conversions on behalf of a customer.

Apply for additional borrowing on existing accounts e.g. overdrafts, loans.

Reclaim funds from dormant accounts they were named on.

Information Message

Register a third party with us

Download and complete the form below, signed by you as the customer and the third party. You will both need to bring 2 forms of identification into one of our branches.

Add a Third Party to an Account (PDF, 42 KB)

What is a Power of Attorney?

Power of Attorney

A Power of Attorney (POA) is a document that allows you to appoint a person or organisation to manage your affairs if you become unable to do so. You can appoint a Power of Attorney at gov.uk.

Appoint a Power of Attorney Open in new window

Different types of Power of Attorney

General Power of Attorney

This gives you the legal authority to act for someone while they are mentally capable and can still make their own decisions about their finances. This might include:

Selling their home.

Paying the mortgage.

Making investments.

Paying bills.

Arranging repairs to their home.

They may be in hospital or away from home for a while. They can limit your power to only deal with certain assets like their bank account. Ordinarily, if someone loses mental capacity a general POA will no longer be valid, with the exception of general POA executed between 1st January 1991 and 1st April 2001 which will remain valid.

Continuing Power of Attorney

A person making a continuing POA (the granter) must have mental capacity to do so. A continuing POA gives powers over the granter’s property and financial affairs and must be registered with the Office of the Public Guardian (Scotland) before it is valid and can be used. The granter will decide the powers given to the attorney. This may include things like:

Selling property.

Mortgages.

Paying bills.

Investments.

Dealing with and managing bank accounts.

Arranging and paying for repairs to property.

Welfare Power of Attorney

A person making a welfare POA (the granter) must have the mental capacity to do so. A welfare POA concerns decision making in relation to the granter’s personal welfare and health care. It can only start to be used when the granter has become incapable and must be registered with the Office of the Public Guardian (Scotland). A welfare POA may allow an attorney to make decisions about things like:

Where the granter should live.

Dress and personal appearance.

Social activities.

Medical care.

Diet.

It is possible to combine a continuing and Welfare POA within the one document. The Bank would expect to see a registered continuing or combined POA to allow access to a person’s bank account.

Guardianship Orders

Guardianship orders

If there is no Power of Attorney in place and you need to manage an incapable adult’s wider financial and/or personal welfare affairs, an application can be made to the Sheriff Court for you, or someone else, to be appointed as ‘guardian’. The Sheriff will decide on the appropriateness of granting such an order and will decide if the person nominated is suitable. A guardianship order provides the guardian with a range of powers which can be used to benefit of the incapable person. Once appointed, guardians are supervised in their role:

For financial and property matters – by the Office of the Public Guardian (Scotland).

For personal welfare matters – by the local authority in the area where the incapable adult lives.

If you think a guardianship order is appropriate, you may want to seek independent legal advice or contact the Citizens Advice Bureau.

What can a Power of Attorney do?

The duties the Attorney can perform for the customer depends on the customer's own capacity to run their financial affairs.

Customer has capacity

Signing rights

Both the customer and the Attorney will have the right to sign on the account.

Opening and closing accounts

The Attorney can open and close accounts on behalf of the customer.

Setting up and cancelling Direct Debits & Standing Orders

The Attorney can add, cancel or amend both direct debits & standing orders.

Statements

The Attorney can order additional statements for the customer and have duplicate statements sent to their own address.

Cheque book and card

The Attorney can have a cheque book and/or card in their name (as long as signing rules for the Attorneys are to sign jointly or severally).

Internet and Telephone access

The Attorney can access the accounts via their own internet and telephony banking (as long as the Power of Attorney signing rules are to sign jointly or severally).

Customer lacks capacity

Signing rights

Only the Attorney will have the right to sign on the account.

Opening and closing accounts

The Attorney can open and close accounts on behalf of the customer.

Setting up and cancelling Direct Debits & Standing Orders

The Attorney can add, cancel or amend both direct debits & standing orders.

Statements

The Attorney will have all statements sent to their address.

Cheque book and card

The Attorney can have a cheque book and/ or card in their name (as long as signing rules for the Attorney is jointly or severally).

Internet and Telephone access

The Attorney can access the accounts via their own internet and telephone banking (as long as the Power of Attorney signing rules are to sign jointly or severally).

How to register a Power of Attorney with us

Using our online form

You can submit our online form for Power of Attorney requests.

Submit the online form

By visiting a branch

Complete the form below and visit a branch. You will need 2 forms of acceptable ID.

Download the form

Download and complete the form below

Please download, complete and return the signed form in branch, along with two forms of acceptable identification.

Add Power of Attorney to an Account (PDF, 135 KB)

Acceptable forms of identification

To register a Power of Attorney with us, you can apply online or visit any Royal Bank of Scotland branch at a time that is convenient for you. If the application is for one attorney you can apply online. If more than one attorney is being added, you'll need to visit a Royal Bank of Scotland branch and bring the Power of Attorney documents with you. You'll need one item to confirm your identity and another document that we can accept as proof of your address.

Select the options below to take a look at the different documents:

Choose a different option

Clear selection

Proof of identity we accept

UK Passport, Biometric Residence Permit, Foreign Passport & Visa

To be accepted, the following criteria must be met:

Be the original document.

Match the exact name used when applying.

Match the exact date of birth used when applying.

Be valid/in date.

Must have at least 6 months left to run on visa (if visa is required) for all non-EU applicants presenting a foreign passport.

EU nationals include Switzerland, Norway, Iceland, Lichtenstein, Romania and Bulgaria.

EU and EEA National Identity Card

To be accepted, the following criteria must be met:

Be photographic and clearly state the country of issue.

Match the exact name used when applying.

Match the exact date of birth used when applying.

Be valid/in date.

Please note, from 1st April 2019 we no longer accept Romanian ID cards.

Benefits entitlement letter issued within last 12 months

To be accepted, the following criteria must be met:

Issued by DWP, Scottish public pensions agency, local authority, UC welcome letter, pensions benefits, housing benefits, child benefits, disability and sickness benefits.

Specific to the individual about benefits currently being received.

Must Include either NI number or DOB.

Must confirm the customer is currently in receipt of benefit.

Match the exact name used when applying.

Match the exact address used when applying.

Be valid/in date.

Can only be used as proof of identity or proof of address. Not both.

A benefits letter that is addressed to a carer but is for the person opening the account can also be used but only as a last resort. The applicant's name must be mentioned in the letter and the carer must reside at the same address as the applicant.

HMRC Tax notifications & correspondence

To be accepted, the following criteria must be met:

The documents we can accept are:

A notice of tax coding or

A national insurance confirmation letter.

The document:

Must be specific to the individual.

Must include either NI number or date of birth.

Match the exact name and address used when applying.

Must be issued in the last 12 months.

Can only be used as proof of identity or proof of address. Not both.

UK/EU/EAA Driving Licence

To be accepted, the following criteria must be met:

Be a full photocard licence (the paper counterpart is no longer valid as legal ID), issued in the UK, Iceland, Norway, Switzerland or EU member countries.

Match the date of birth used when applying.

Match the exact name used when applying.

Match the exact address used when applying.

Be valid/in date.

Can only be used as proof of identity or proof of address. Not both.

Travel documents issued by the UK Government

To be accepted, the following criteria must be met:

An immigration and National Directorate (IND) Registration Card:

Must match the exact name used when applying.

Must match all other personal details used when applying.

And can be provided if applicant is unemployed.

A travel document issued by the Government of the UK and Northern Ireland:

Must match the exact name used when applying.

Must match all other personal details used when applying.

Must be issued in the UK prior to 31 Dec 2004, if presented with a grant of status letter or entry clearance visa providing indefinite right to remain.

Must be in date, and have more than 3 months left to run.

Northern Ireland voters card

To be accepted, the following criteria must be met:

Match the exact name used when applying.

Match the exact address used when applying.

Match the exact date of birth used when applying.

Be valid/in date.

Armed forces / Military ID card

To be accepted, the following criteria must be met:

Must match the exact name used when applying.

Must match the date of birth used when applying.

Be valid/in date.

The card must contain your staff serial number.

Proof of address we accept

UK/EU/EAA Driving Licence

For your Driving licence to be accepted, the following criteria must be met:

Be a full photocard licence (the paper counterpart is no longer valid as legal ID), issued in the UK, Iceland, Norway, Switzerland or EU member countries.

Match the date of birth used when applying.

Match the exact name used when applying.

Match the exact address used when applying.

Be valid/in date.

Can only be used as proof of identity or proof of address. Not both.

Council tax bill/demand letter/exemption certificate issued within 12 months

We can accept the following documents:

Council tax bill, including reminders.

Council tax adjustment notice letter.

Current council tax arrears letter.

Council tax letter for direct debits.

Council tax exemption letter.

Council tax payment card accompanied by a letter issued by the council which confirms the council tax reference.

Council tax benefit letter provided it has been sent to your current address and shows the council tax reference. This can be accepted to confirm either your identity or address. Not both.

The above documents must:

Be less than 12 months old.

Be for the property you reside at & match the exact address used when applying.

Have your name in the addressee part of the document.

The name must match the exact name provided when applying.

Where an e-statement/e-bill or pdf of your Council tax is used this can only be used where one of the following has been used as identification.

UK Passport, Foreign Passport/Visa.

UK Driving Licence.

EU/EEA National Identity Card.

Military ID Card.

If you have not used one of the above as your identification, you cannot use an e-statement/e-bill or pdf of your Council Tax as address verification.

Bank/Building Society statement

To be accepted, the document must either be:

The original, sent to your current home address.

An online PDF statement.

A Post Office statement.

All must:

Be less than 6 months old.

Match the exact address used when applying.

Match the exact name used when applying.

Where an e-statement/e-bill or pdf of your Bank/Building Society statement is used and has not been provided by Royal Bank of Scotland or Natwest this can only be used where one of the following has been used as identification:

UK Passport/Foreign Passport/Visa.

UK Driving Licence.

EU/EEA National Identity Card.

Military ID Card.

If you haven't used one of the above as your identification and the statement has not been issued by RBS/Natwest, you cannot use an e-statement/e-bill or pdf of your Bank/ Building Society statement as address verification.

Benefits entitlement letter issued within the last 12 months

To be accepted, the following criteria must be met:

Those issued by DWP, Scottish Public pensions agency, local authority, UC welcome letter, pensions benefits, housing benefit, child benefits, disability and sickness benefits.

Specific to the individual about benefits currently being received.

Must Include either NI number or Date of birth.

Must confirm the applicant is currently in receipt of benefit.

Match the exact name and address used when applying.

Be valid/in date.

Can only be used as proof of identity or proof of address. Not both.

Where an e-statement/e-bill or pdf of your documentation from the Benefits Agency is used, this can only be used when one of the following has been used as identification:

UK Passport, Foreign Passport/Visa.

UK Driving Licence.

EU/EEA national identity Card.

Military ID Card.

If you haven't used one of the above as your identification you cannot use an e-statement/e-bill or pdf of your documentation from the Benefits Agency as address verification.

Credit union statement

To be accepted, the following criteria must be met:

The name and address must match the application.

Please ensure the credit union appears as approved/authorised on the FCA search page.

HMRC Tax notifications & correspondence

To be accepted, the following criteria must be met:

The documents we can accept are:

A notice of tax coding or
A national insurance confirmation letter.

The document:

Must be specific to the individual.

Must include either NI number or date of birth.

Match the exact name and address used when applying.

Must be issued in the last 12 months.

Can only be used as proof of identity or proof of address. Not both.

Where an e-statement/e-bill or pdf of your HMRC tax notifications & correspondence is used, this can only be used where one of the following has been used as identification:

UK Passport, Foreign Passport/Visa.

UK Driving Licence.

EU/EEA national identity Card.

Military ID Card.

If you have not used one of the above as your identification you cannot use an e-statement/e-bill or pdf of your HMRC tax notifications and correspondence as address verification.

UK utility bill (gas, electricity, water, telephone landline)

To be accepted, the following criteria must be met:

Be less than 6 months old.

Match the exact name and address used when applying.

Be a:

Utility bill.

Utility statement.

Reminder bill.

A letter on headed paper from the utility company confirming direct debit payments.

A utility bill for internet services that confirms the price to be paid each month.

An e-statement/e-bill or pdf of your Utility bill/ statement can only be used when one of the following has been used as identification:

UK Passport/Foreign Passport/Visa.

UK Driving Licence.

EU/EEA national Identity Card.

Military ID Card.

If you haven't used one of the above as your identification, you cannot use an e-statement/e-bill or pdf of your Utility bill/ statement as address verification.

We cannot accept:

Mobile telephone bills

TV licences

A utility bill that is addressed to a different address to where the utility is being provided.

A delivery bill for oil, coal and logs.

UK/EU/EEA Mortgage statement / Mortgage correspondence

To be accepted the document must:

Be the original and less than 12 months old or

Be a pdf/e-bill/e-statement of your mortgage statement and be less than 12 months old.

Match the exact name and address used when applying.

Where an e-statement/e-bill or pdf of your mortgage statement is used this can only be used where one of the following has been used as identification:

UK Passport/Foreign Passport/Visa.

UK Driving Licence.

EU/EEA National Identity ID Card.

Military ID Card.

If you haven't used one of the above as your identification, you cannot use an e-statement/e-bill or pdf of your mortgage statement as address verification.

Tenancy agreement from local council or housing association issued within 12 months

To be accepted, this document must either:

Be a current local council tenancy agreement.

Be a Housing association tenancy agreement.

Be a valid temporary tenancy agreement.

All documents must:

Be issued by a recognised local authority, or from a well known housing association.

Be on headed paper and bear the stamp of the relevant council/housing association.

Match the exact name used in the application.

Match the exact address used in the application.

Frequently asked questions

How do I register a protected person account with you?

To register this with us, if the protected person holds a bank account with us, you will need to come into any branch to restyle the account to reflect your deputy status. This means you can take control of the existing accounts and operate them on behalf of the protected person.

If the protected person is not an account holder with us, we are able to open a new deputy style bank account for you to assist you with managing their affairs. You will need to take the original sealed and embossed court order appointing you as Property & Affairs Deputy and 2 forms of acceptable identification.

The branch will then send your paperwork to the designated court of protection for your application to be processed. We will let you know directly if they require further information regarding your case and inform you once the process is complete.

What can a Power of Attorney do on an account?

A Power of Attorney is a legal document which an individual can have put in place that allows another individual/s to look after their financial and property affairs and/or their personal welfare.

The duties the Attorney can perform for the other individual depends on the individuals' own capacity to run their financial affairs.

How can I add a third party to an account?

To add a third party to an account please print and complete a Third Party Mandate form. You'll need to print the form, complete it and bring it into a branch with your ID.

Find your nearest branch

How do I contact the Power of Attorney team?

You can contact us via our webchat, by clicking chat to Cora and typing in Power of Attorney.

Webchat is open Monday to Friday 9am-5pm.

Can a Power of Attorney open an account on behalf of the Donor?

Yes, as a Power of Attorney it's possbile to open an account on behalf of the donor, however this will depend on the type of POA document you hold. You can't apply online, you'd need to visit your local branch so they can help set this up. Remember to take along your Power of Attorney document.

If the donor is an existing customer and you have already registered the POA document with us, you can call our customer services team on 03457 242 424 who can help you open an additional account.

Organisations that can offer support

Make the most of extra support available to help you care more effectively. The local authority of the person you care for may be able to help with this, you can find their details on the Gov.uk website. Other organisations will also be able to help.

Caring for someone vulnerable | Royal Bank of Scotland

A guide to social care
NHS

Information on Government services and allowances for carers
Gov.uk

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Caring for someone vulnerable | Royal Bank of Scotland

Expert advice, information and support
Carersuk.org.uk

Advice on paying for the cost of care and managing money
MoneyHelper

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