Customer Help and Support

Experiencing Difficulty

We can sometimes experience problems which make day to day life more difficult. It may be related to mental health issues, losing mental capacity, experiencing physical frailty or encountering periods of difficulty.

We can also be impacted by bouts of financial difficulty, feeling at risk, or feeling that more support is needed with financial services.

This can lead to some tasks becoming quite difficult, including managing financial affairs. For example, making a financial decision, understanding terms and conditions, or obtaining advice can be overwhelming.

You may care for, or support someone who requires additional day to day help. It is quite common for family members, friends, carers, or professionals to help someone who may be experiencing difficulty.

Regardless of your circumstances, if you feel you need extra help and support, our staff are on-hand to help. We want your relationship with Principality to be as easy and as smooth as possible.

What we can do to help you

You don’t have to struggle alone - our staff are here to help you. We want to ensure that everything is clear and understood before you make a decision. Our service is tailored and confidential in order to help you with your accounts.

We can provide help in many ways, for example providing longer appointments so you have plenty of time to cover any areas you want help with. You may also find it useful to bring along a friend or family member to the appointment.

If you wish, we can also make a note of any additional support you would like to receive from our staff when meeting or talking with us. This means whether you visit us in branch, ring us, email us or write to us, our staff will be able to provide you with the support you need without you having to ask.

Your information will be treated in the strictest confidence, and will only be used by Principality to provide you with the support you need for our services. In the event that we are unable to provide the support you need, we can help by putting you in touch with those third parties who may be able to help.

Please don’t struggle alone, we will do everything we can to help you.

Principality. Where home matters.