Support for customers impacted by COVID-19

Customers should contact us if they need assistance but we have already put the following arrangements in place.

Cocooning and Self-Isolation Supports

We understand that this is a challenging time for you and your loved ones and that it is essential for you to have access to cash to pay for your day-to-day necessities. In order to support you during this period of self-isolation, we have introduced an easier way for you to access cash. You can authorise a family member or close friend (known as a nominated person) to withdraw cash from your account on your behalf; using any of our NI branches.

Personal customers now have the option to allow a nominated person to make limited cash withdrawals from their account to cover the cost of groceries, medicine and other day-to-day necessities. Authority can be given to a trusted close family member, friend or neighbour on a temporary basis.

If you’d like to nominate someone, simply call us on the free phone number 0800 783 8591. Lines are operational Monday-Friday 9.30am-4.30pm. You will need the full name, address, date of birth and contact number of your chosen nominated person for us to complete your request.

Your safety and security is paramount and this is why we’ll need the person you nominate to provide identification when they come in to the branch to withdraw cash. The nominated person can use any of our 28 branches across Northern Ireland; which are open 10am – 2pm Monday to Friday.

If this solution is not suitable for you, for example you do not have a branch close by, we have other options available. Please call us on 0800 7383 591 to discuss your personal circumstances. Lines are open Monday – Friday 9.30am – 4.30pm.