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Caring for
someone vulnerable

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Help if you're self-isolating

Banking from home

Third party access

What is a Power of Attorney?

Frequently asked questions

Organisations that offer support

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, letting a friend or relative withdraw money at a cash machine, or ordering a Companion Card to pay for shopping.

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

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.

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.

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.

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

Different types of Power of Attorney

General Power of Attorney Close

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 POAs executed between 1st January 1991 and 1st April 2001 which will remain valid.

Continuing Power of Attorney Close

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 Close

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 Close

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.

Register a Power of Attorney

To register a Power of Attorney with us, you will need to complete the form below and come in to a branch.

Please bring with you the original copy of the full Power of Attorney document or a copy certified by a solicitor. Please be aware that some Power of Attorney documents contain certificates which we will also need to view.

We will also need to see 2 forms of identification. For more information, please refer to our list of acceptable identification.

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, 552 KB)

Acceptable forms of identification

To register a Power of Attorney with us, make an appointment at any Royal Bank of Scotland branch and bring the relevant 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 Close

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 Close

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 Close

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 applicants name must be mentioned in the letter and the carer must reside at the same address as the applicant.

HMRC Tax notifications & correspondence Close

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:

Specific to the individual

Must include either NI number or date of birth

Match the exact name and address used when applying

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 Close

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 Close

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

Only 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

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.

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

HMRC Tax notifications & correspondence

Northern Ireland voters card Close

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 Close

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 Close

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 Close

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.

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 Close

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 Close

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 benefits, child benefits, disability and sickness benefits.

These criteria must be met:

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 Close

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 (Opens in New Window)

HMRC Tax notifications & correspondence Close

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:

Specific to the individual

Must include either NI number or date of birth

Match the exact name and address used when applying

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) Close

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, logs

UK/EU/EEA Mortgage statement / Mortgage correspondence Close

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 Idenity 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 Close

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?

How do I contact the Power of Attorney team?

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.

A guide to social care
NHS

Information on Government services and allowances for carers
Gov.uk

Expert advice, information and support
Carersuk.org.uk

Advice on paying for the cost of care and managing money
Money Advice Service

Caring for someone vulnerable

Caring for someone that needs additional help?

Help if you're self-isolating

Vulnerable customers helpline

Banking from home

Giving a third party access to your bank accounts

A third party can

A third party cannot

Register a third party with us

What is a Power of Attorney?

Power of Attorney

Different types of Power of Attorney

What can a Power of Attorney do?

Customer has capacity

Customer lacks capacity

Register a Power of Attorney

Download and complete the form below

Acceptable forms of identification

Proof of identity we accept

Proof of address we accept

Frequently asked questions

How do I register a protected person account with you?

What can a Power of Attorney do on an account?

How can I add a third party to an account?

How do I contact the Power of Attorney team?

Organisations that can offer support

Is there something else you're looking for?

Caring for
someone vulnerable