Making a subject access request
As an attorney, you have the right to make a subject access request (SAR) in order to access the information we hold about the person you represent, in order to help you carry out your role as an attorney.
To make an SAR on behalf of the person you represent, you should complete the SAR form
We will respond to Subject Access Requests within 30 days or 60 days if the request is particularly complex. An agent will keep you updated if an extension passed the 30 days is required.
We’ll work as quickly as possible, but the easiest way to ensure a rapid response is to provide an appropriate date range for your request – this way we can send you only the information which you need.
Accessing a vulnerable customer’s account and making decisions on their behalf
If you’re acting as an attorney on behalf of a customer, you should email your declaration along with proof of your identity and a certified copy of the legal document stating you’ve been granted lasting power of attorney to
Within 40 calendar days from the date of your request, you’ll be contacted by our Accessibility team. An adviser specifically trained in dealing with the needs of customers in vulnerable conditions will help you make decisions on behalf of the person you’re representing.
Your right to complain
If you feel we’ve acted wrongly – for example, you may have shown us the document and we still didn’t allow you to access the account of the person you’re representing – you can complain under the terms of our complaints code of practice. A link to this page is also available on our homepage.