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Communication needs

Where possible, we can send messages in your preferred format. Let us know if you’d prefer:  

  • braille  
  • large print  
  • audio  

Let us know how you’d like us to contact you. 

 

If you might struggle to hear or understand us when we speak with you, we’ll make an extra effort to speak slowly, loudly, and clearly. 

We’ll always do our best to use simple language to explain complex concepts too. 

Let us know how you’d like us to communicate with you. 
 

If you find it difficult to hear, we can help.  We have hearing loops in all our branches, and other ways to help: 

  • We can use text relay: This translates text into speech, and speech into text.
  • We can speak more slowly and clearly: To help you if you lip read.
  • We can talk to another person about your account: You can nominate someone to speak to us about your account on your behalf. 
  • We can make appointments longer: We can adjust the length of your appointment, so there’s more time to talk.
  • We can read information aloud: We’ll read forms and documents out to you, if you ask.  

Either tell your local branch about your needs or contact us to let us know.  
 
You can also look to organisations like these for help and support: 

We want you to take all the time you need. You should never feel rushed when talking about your finances.  

If you need that little bit more time to feel comfortable, just let us know when booking your appointment. 

 

If you’re not fluent in either English or Welsh, we can help. Let us know if you need us to: 

Talk to another person about your account: You can nominate someone to speak to us about your account on your behalf. 

Get in touch in different ways: You can visit us in branch, or we can contact you by email, telephone or post.  

Talk to you at different times: We can contact you at set times on a set day (within opening hours).

Talk to you in a private room: When in our branches, let us know if you'd like to talk in a private room.

Make appointments longer: We can make your appointments longer, so there’s no pressure to rush. 

 

Either tell your local branch about your needs or contact us to let us know. 

 

You can also look to organisations like these for help and support: 

Where possible, we can arrange to contact you at set times of day (within our opening hours). 

Let us know your preferred contact times. 

Our branches have private rooms that you can request for any reason. 

When you visit, let us know if you’d rather talk to us in privacy. 

Power of Attorney

You might need someone to manage your finances on your behalf. This could be either permanently, or for a short time. 

Some of the reasons people choose to use Power of Attorney are: 

  • illness 
  • disability  
  • living abroad 

If a Power of Attorney is applied to an account you hold with us, the person looking after your finances will need to speak with us on the phone or in branch to manage your affairs. For security purposes they won't be able to look after your finances online. 

What to do  

There are a few ways to register for Power of Attorney:

  • Book an appointment at your local branch.
  • Post your documents to Specialist Customer Support, Principality Building Society, PO Box 89, Queen Street, Cardiff, CF10 1UA.
  • Email your documents to identification@principality.co.uk.

What documents you’ll need: 

The donor needs to provide 

  • Their Power of Attorney documentation. 
  • Their passbook (if they use one). 

The attorney needs to provide 

  • Two different forms of ID. We use one to verify your name and one to verify your address. 
  • A signed copy of the Principality Power of Attorney Declaration form. 

You can request a hard copy of this form by calling 0330 333 4000 or emailing enquiries@principality.co.uk. If a solicitor is acting as the attorney they’ll need to send us a letter confirming this on their headed paper, a practising certificate, or one form of name identification.  

 

ID documents we can accept 

Some common examples of documents used are: 

To verify a name 

  • A current signed UK passport. 
  • A current signed full UK driving licence or paper licence. 
  • EU member stage ID card or EU passport. 
  • A Non-EU Passport with a valid visa. 
     

To verify an address 

  • A recent gas and electricity bill (under 3 months old). 
  • A recent water bill (under 12 months old). 
  • A recent local authority tax bill (under 12 months old). 

We do also accept other forms of ID. For a full list of ID documents we can accept, download our leaflet about how we use your information. 

What happens if you need to manage someone else’s finances, but they don’t have the mental capacity to consent? In these cases you’ll need a court order to grant you the authority to manage their affairs.  

 

You’ll need to apply through the Court of Protection (COP) to become a ‘deputy’. You can find more information at www.gov.uk/become-deputy. 

 

If a donor no longer needs or wants an attorney to act on their behalf, Power of Attorney can be removed. This can only be done while the donor still has mental capacity. 

To remove Power of Attorney, you’ll need to follow the steps on the Government website. Once Power of Attorney has been removed, please let us know so that we can update the donor’s account.  

Power of Attorney is a legal document that allows someone (the attorney) to act on behalf of another person (the donor). 

 

This means the donor can give someone else the power to make decisions about their health, welfare, property, and finances. The donor can also choose to nominate more than one attorney to act on their behalf.  

 

Power of Attorney can only be granted when the donor has the mental capacity to agree. If the donor can’t do this, you might need to get an Order from Court of Protection.  

 

Types of Power of Attorney documentation 

Lasting Power of Attorney (LPA) 
There are two different types of Lasting Power of Attorney: one for health and welfare, and one for property and financial affairs. We would only need to see the ‘property and financial affairs’ document. You can apply and register for LPA by visiting the Office of the Public Guardian (OPG). Or you can instruct a solicitor to do so on your behalf. 
 
Enduring Power of Attorney (EPA) 
Enduring Power of Attorney (EPA) was replaced by Lasting Power of Attorney in October 2007. We can still accept EPA documents as long as the donor still has their mental capacity. If the donor is starting to lose mental capacity, the EPA document will need to be registered with the Office of the Public Guardian (OPG). 

 

These are the most common ways for someone to act on behalf of another individual. However, we do accept others. You can always contact us for more information. 

Money worries

Worrying about your finances can leave you feeling isolated. But you’re not alone. There are a number of organisations you can seek free and independent advice from. 

If you need urgent help, please call the Samaritans on 116 123.  

 

Other useful organisations:

Don’t worry if you fall behind on your mortgage payments. We’ll do all we can to help. Speak to us as soon as possible and we’ll support you to find a solution.  
 
Try and complete a mortgage budget planner before getting in touch with us. This will help us provide you with the best support options based on your circumstances. Then either: 

  • Send your completed form to      customersupportteam@principality.co.uk. 
  • Post your form to Principality Building Society, Principality House, The Friary, Cardiff, CF10 3FA. 
  • Call us on 0330 333 4020 and we can talk through your situation over the phone. 

You’ll find more information on our pages about how we can help with mortgage repayments and how we support the Government’s Mortgage Charter.

Everyone's circumstances are different, so some of these options may not be suitable for you. We'll always let you know what impact each option would have to you, including what your payments could change to after the support ends. You will need to meet our criteria for some of the solutions we have available. And while we can offer solutions, we cannot provide you with independent advice on your mortgage and your finances. 

You’ll find more information on our pages about how we can help with mortgage repayments and how we support the Government’s Mortgage Charter.

We might be able to support you by:  

Stopping your payments for a short period 
Your mortgage balance won't decrease, and interest will continue to be charged. When the payment deferral ends, your monthly payment will increase to make sure you still finish your mortgage on time and make up for the missed payments. 

 

Temporarily changing your mortgage to interest only 
This will lower your monthly payments but your mortgage balance won't decrease during that time. When the temporary interest only period ends and your account is changed back to repayment, your new payments will be higher than they previously were. 

 

Extending the time you have to repay your mortgage temporarily 
This could reduce your payments for the agreed period of time. This approach would allow you to continue to pay both the interest and capital of your mortgage, but with lower monthly payments. When this ends, your monthly payment could increase, as you'll have less time to pay it back. 

 

An arrangement to repay any missed payments 
If you have missed payments and you’re now able to repay these, we could come to an arrangement. You’d pay your normal monthly payment, plus an additional amount towards the missed payments every month. 

 

Changing your Principality mortgage products: 
If your product has come to an end or is ending, you might be able to change your Principality mortgage product to lower your interest rate; even if you have missed payments. If you’ve missed any mortgage payments you won't be able to do this online; you’ll need to contact our Mortgage Team on 0330 333 4030.  

You’ll find lots of information in this support centre about how we can support you generally.

If you’re a Nemo customer and you’re in financial difficulty please get in touch to let us know. We’ll work with you to support you.  

You can: 

We also recommend you download and complete the     budget planner for Nemo customers. 

If you think you might find it difficult to pay your mortgage, it's important you speak to us as soon as possible. Don’t wait until you’ve missed a payment before you get in touch. We’ll do all we can to help you.  
 
Complete a mortgage budget planner before getting in touch with us. This will help us provide you with the best support options based on your circumstances. Then either:

You’ll find more information on our pages about how we can help with mortgage repayments and how we support the Government’s Mortgage Charter.

Bereavement

We're here to help if you're experiencing bereavement.

Additional Permitted Subscriptions (APS) allows you to inherit an ISA allowance left behind by your spouse or civil partner.    

APS refers specifically to inheriting the ISA allowance; not the funds in the ISA account.   

The APS allowance is available to you within 3 years of the death or your spouse or partner, or 180 days after the administration of the estate is complete – whichever is later.  Talk to us about inheriting an ISA allowance by calling 0330 333 4000.  

We’re sorry for your loss 

We're here to help if you're experiencing bereavement.

What happens to a savings account after someone dies depends on the type of account they held with us. 

Sole accounts: These will remain open and the money in the account will continue earning interest until the account is closed. If the account is a bond, you can choose to close it early with no loss of interest. If you choose to keep the bond open until it matures, we will notify you a few weeks before the account reaches maturity. 

Joint accounts: Once you’ve registered a death with us, we will remove the name of the deceased from the account and amend the relevant documents for you. 

We’re sorry for your loss 

We're here to help if you're experiencing bereavement. We know this is a difficult time. When someone dies, we’ll do all we can to help you manage the finances. Here’s how we will support you when someone dies. 

We're here to help if you're experiencing bereavement.

First you’ll need to register the death with us.  

Then, if you are a Personal Representative, you can request to withdraw money from the account to pay for the funeral, Inheritance Tax, probate, or solicitors certification fees. 

We’ll need: 

  • One form of name identification.  
  • One form of address identification. 

These can be an original document or copy. We no longer require certified copies. 

Financial abuse

Financial abuse can take many forms. And it can happen to anyone, regardless of your age, gender, ethnicity, class, religion, or disability.   

Financial abuse can look like: 

  • Stopping you from working or getting to your job. 
  • Making you hand over control of your bank accounts. 
  • Making you explain what you’ve spent your money on. 
  • Stopping you buying essentials. 
  • Taking out credit cards or loans in your name. 
  • Spending your household budget on other things without telling you. 
  • Withdrawing money from your account without your knowledge or permission. 

If you think someone you know is 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. 

Talking about abuse at home can feel difficult, or frightening. We’re here to support you and give you options. And we’ll never share any information you give us with any other people named on your account. 

How we can help you take back control of your money: 

  • We’ll listen to you to understand what you’re going through.  
  • We’ll never judge you or put any pressure on you.
  • We’ll suggest ways we can help. 

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. 
  • Letting you know about other organisations that can support you and help keep you safe. 

Important: If you need help urgently, there are organisations you can contact for advice:

Not ready to talk? Download this leaflet from UK Finance for examples of financial abuse, how we can help, and a list of organisations that can support you when you’re ready.  

Accessibility

Our website is built to WCAG 2.0 AA accessibility standards. To find out more, visit our accessibility page.  

Where possible, we can communicate using different formats, including:  

  • braille  
  • large print  
  • audio  

Either tell your local branch about your needs or contact us to let us know. 

We want you to feel comfortable at our branches. So we offer a range of accessibility features like: 

  • wheelchair access 
  • audio induction loops 
  • private rooms 
  • longer appointment times 
  • accommodations for service animals 

Use our branch finder to find local branches and check their accessibility features. 

 

Let us know if you need us to do any of these things to make your experience smoother: 

Change speech to text: Text relay offers text-to-speech and speech-to-text translation services for customers. 

Help if you lip read: We can make an effort to slow down and sound out our words.  

Talk to another person about your account: You can nominate someone to speak to us about your account on your behalf.  

Make appointments longer: We can make your appointments longer, so there’s no pressure to rush. 

Help managing an account

We can speak to someone else about your account if you’re not able to manage your affairs personally. 

Let us know if you’d like to talk to us about third party options. 

You might want someone to manage your finances on your behalf. This could be either permanently, or for a short time. Find more information in the ‘Power of Attorney’ section of this support centre. 

When you need to sign forms, we can show you where the signature is needed.  

If you’re unable to sign or produce a consistent signature, we have other ways you can prove your identity.