Customer Help and Support
This page explains what steps you can take if you find yourself having trouble managing your financial affairs, are facing financial abuse or, bereavement. Whatever the problem, we are here to help.
All issues will be resolved as quickly as possible and we are on hand throughout to help. Please don’t ignore the problem.
- Experiencing Difficulty
- Financial Abuse
- What we can do to help
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.
You can email us, write to us, telephone our Customer Contact Centre or send us a secure message from Your Account. Whichever way you want to contact us, you'll find it easy.
You can reach us:
Monday - Friday 8:00am - 8:00pm
Saturday 9:00am - 1:00pm
Call us on: 0330 333 4000
Or visit us in branch
If you want to call a specific branch you can find the contact details by visiting Find a Branch.
We can help you take back control of your money.
Financial abuse can take many forms. It could be someone stopping you from earning or using your own money. It could be someone running up debts in your name, or spending your money without your permission.
Whatever it is, you don’t have to deal with it on your own – we can help.
What does financial abuse look like?
Financial abuse can happen to anyone, regardless of their age, gender, ethnicity, class, religion or disability. Often, it’s carried out by a partner, but it can also be a family member, friend or carer. They might:
- stop you from working or getting to your job
- make you hand over control of your bank accounts
- make you explain what you’ve spent your money on
- stop you buying essentials
- take out credit cards or loans in your name
- spend your household budget on other things without telling you
- withdraw money from your account without your knowledge or permission.
What can Principality do?
We’ll listen to your situation and make sure we understand what you’re going through before we suggest ways we can help – we won’t judge you or put any pressure on you.
We can offer practical support to help you take back control of your money. This could include:
- helping you understand the payments going in and out of your account
- letting you know your options if you have a joint account
- setting up a new savings account
- sending your statements to a different address
- helping you deal with any debts
- working out a budget.
We might also tell you about other organisations that can support you and help keep you safe.
If you need help urgently, you can call the National Domestic Violence Helpline on 0808 200 0247.
This free helpline is run by Refuge and Women’s Aid and is open 24 hours a day, 7 days a week.
Not ready to talk?
UK Finance has worked with several banks and building societies to create a leaflet about financial abuse. This leaflet contains more examples of financial abuse, how we can help, and lists other organisations that can support you when you’re ready.
You can download the leaflet here.
Is someone you know a victim of financial abuse?
They might need some support from you to ask for help. You can show them the UK Finance ‘It’s your money’ leaflet and encourage them to contact us, their bank or building society, or one of the organisations listed at the back of the leaflet.
Losing someone close to you can be overwhelming. As well as the emotional strain you also have to cope with practical matters like finances.
Our Bereavement Pack contains:
- Bereavement Guide
- Bereavement Registration Form
- Bereavement Withdrawal Request Form
- Bereavement Request to Close Accounts
For more information please see the sections we've designed here to help you with where to start during this difficult time; to help you find the right information so you can register a death and inform the right people.
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 third parties who may be able to help.
Please don’t struggle alone, we will do everything we can to help you.
Useful Contact Numbers
For independent financial and housing advice:
- Shelter (England) - 0808 800 4444
- Shelter Cymru (Wales) - 0345 075 5005
- National Debtline - 0808 808 4000
- Business Debtline - 0800 197 6026
- StepChange Debt Charity - 0800 138 1111
- Advice UK - 020 7469 5700
- Payplan - 0800 280 2816
- Citizen's Advice Bureau - 0344 477 2020 (Wales)
- Money Advice Service Health Check
Principality. Where home matters.