Get support managing your account
We understand that you might occasionally need some help to managing your account – which is why we offer services to support your disability.
Our Protected Service scheme can help you if something unexpected happens, such as having to go to hospital at short notice or if illness is preventing you from making decisions about your account.
We also provide practical advice if you need help managing your affairs.
If you need help, you can ask somebody you trust to manage your account for you. Ask them to read our guidance on power of attorney to learn how we can provide support should somebody else need to access information or make decisions on your behalf.
Choosing a friend to manage your account
Under our Protected Service you can designate a trusted friend or family member to do things for you, like paying your bill or contacting us to sort out issues.
The person you choose must agree to this arrangement and understand what it involves - their details will be given to us and we may contact them about your account in the future.
To set it up, call us on 0333 304 3222 (standard call charges apply).
Our dedicated accessibility team are only here to help customers with accessibility needs. If you don’t have accessibility needs, please call 191.
Paying bills
If your friend or family member doesn’t pay your bill on time on your behalf, we'll get in touch with you to ask you to remind them. If the bill still hasn’t been paid after 30 days, we'll get in touch with them directly to arrange a payment.
You’re ultimately responsible for the payment of your bill, even when you’re using our Protected Service.
If you can't pay your bill you can agree to a payment plan to clear any outstanding amounts by calling us on 0333 304 3222 (standard call charges apply).
Our dedicated accessibility team are only here to help customers with accessibility needs. If you don’t have accessibility needs, please call 191.
Learn more about how we can help if you’re having financial difficulties
