Only take the actions below if it is safe to do so. You are the best judge of whether making any changes might lead to further harm. In an emergency, call 999.
This information explains how your bank or building society may be able to support you if you have experienced economic abuse in the context of domestic abuse.
“He had access to all of my bank statements and accounts. I didn’t know anything about his finances. For him, it was just another method of control.”
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How banks can help – information video
Reporting economic abuse to your bank or building society
Approaching your bank about abuse can be daunting, but your bank or building society could be an important source of information and support. If it is safe to do so, speaking to someone at your bank or building society can help you take steps to regain control of your money. They may be able to suggest ways of de-linking your finances from those of the abuser. They may also suggest ways of ensuring any new banking information is safe and secure to help prevent further abuse. The bank is there to listen and support you.
Contacting your bank
There are many ways in which you can contact your bank to tell them about the abuse you have experienced. You can phone the bank or visit the branch in person. Many banks also have the option to share this information with them via their website or app, if you would prefer to do this online. Some have a form you can complete to request a callback at a time that is safe for you.
With a number of high street branches closing, many banks have begun to operate ‘banking hubs’ as an alternative. Find your nearest hub.
If you are reporting economic abuse to your bank, you may wish to:
Make a note, if safe to do so, of the key details you want to explain to the bank so that you don’t forget when you speak to them, especially if you are feeling nervous.
Ask whether you can speak to someone in a team that specialises in supportingvulnerable customers, if they have one. The relevant team may also be called the customer advocacy team, or it could be a general customer care team. A member of this team may have more specific knowledge to support you.
Ask for the conversation to be recorded on your file, so that you don’t have to repeat it in the future.
If you feel safe to do so, ask for the fact you are experiencing abuse to be noted on your file. This means that the bank should not disclose information to the abuser if they contact them, for example if you have a joint account or mortgage.
Ask to continue the conversation at another time if you need a break, or ask to speak to someone else if you are not happy with the service.
Ask to speak to someone privately, if speaking in person, so that your conversation cannot be overheard by other customers.
The bank has a duty to support you, and you won’t be penalised or blacklisted for reporting abuse and seeking their support.
You can use our Banking Support Directory to search for your bank or building society. It contains information about the support that many major banks and building societies can offer, and how you can get in touch.
Allied Irish Bank (AIB) – Great Britain
Support available for vulnerable customers
AIB can support you to remove any third-party access to your account/s.
If you are an existing personal customer and have a poor credit score through no fault of your own, AIB may be able to support you to access lending.
Personal customers can request to opt out of confirmation of payee. This stops your account details being checked when an individual tries to pay you funds.
Information on economic or financial abuse from this bank
Contact the Additional Support Helpline on 0345 646 0318 (Mon–Fri, 9am–5pm).
Report a problem
Allied Irish Bank (AIB) – Northern Ireland
Support available for vulnerable customers
AIB can support you to:
remove any third-party access to your account/s
open a personal account in your sole name even if you don’t have access to standard forms of identification.
If you are an existing personal customer and have a poor credit score through no fault of your own, AIB may be able to support you to access lending.
Personal customers can request to opt out of confirmation of payee. This stops your account details being checked when an individual tries to pay you funds.
Information on economic or financial abuse from this bank
Contact the Additional Support Helpline on 0345 646 0318 (Mon–Fri, 9am–5pm).
Report a problem
Atom Bank
Support available for vulnerable customers
Atom Bank has not listed the specific support they can offer to customers who have experienced economic or financial abuse. They have a general support team that may be able to support vulnerable customers with a range of issues.
Information on economic or financial abuse from this bank
Bank of Ireland has an online form you can use to give information about how you would like to be contacted and when it is safe for you to speak. The form allows you to add a safe word which you can use during the call if it is not safe to talk.
Customers in Great Britain can Contact the Customer Service Desk on 0345 850 1234.
Customers in Northern Ireland can call 0345 6016 157 for general enquiries.
Report a problem
Bank of Scotland
Support available for vulnerable customers
Bank of Scotland has a dedicated support team for customers who have experienced financial abuse. They can offer support with:
joint accounts
opening a new account
debts, lending and mortgages
important documents you might need.
Information on economic or financial abuse from this bank
Contact the dedicated support team for customers who have experienced financial abuse on 0800 1218 278 (Mon–Fri, 8am–6pm).
There is an online form you can complete to ask the dedicated support team to contact you at a time that is safe for you to talk.
Support is also available via the app. When logged in, select ‘Support’ and then ‘Message us 24/7’. Type ‘financial abuse’ or ‘domestic abuse’ and then select ‘send’ to go through to an agent.
This bank has a specialist domestic and financial abuse team
Report a problem
Barclays
Support available for vulnerable customers
Barclays can provide support with issues including:
account security
opening a new account
changing how you receive statements and letters
removing the abuser as a named cardholder from your credit cards
removing you from any joint accounts or freezing joint accounts.
Information on economic or financial abuse from this bank
You can use the online form to specify a time when it’s safe for the bank to contact you. You can choose whether the bank contacts you by phone, email or text message.
If you’d prefer not to talk to someone face-to-face or over the phone, you can send a message in the online banking app.
You can also contact the customer support team on 0345 600 4545 (Mon–Sun, 8am–9pm).
Report a problem
Citibank
Support available for vulnerable customers
Citibank can offer support including:
securing your account and helping you change passwords, login details and PIN information
opening a bank account in your name only
updating the signing authority for your account
providing financial assistance and guidance.
Information on economic or financial abuse from this bank
Contact the Financial Care Team on 0800 141 2261 (Mon–Fri, 8am–7pm and Sat, 9am–1pm).
Report a problem
Co-operative Bank
Support available for vulnerable customers
Co-operative Bank has a dedicated financial support team that can offer support with:
understanding payments on your account
resetting your login details or changing your card PINs
explaining your options if you have a joint account
setting up a new account
dealing with any debts.
They offer a ‘Safe Space‘ in branch for people experiencing domestic abuse to make it easier for you to access support.
Co-operative Bank has a partnership with Citizens Advice offering free financial help.
If you’re worried someone is watching what you’re doing online, Co-operative Bank has an economic abuse pop-up. It won’t show in your browser history. The link is at the bottom of all of their webpages.
Information on economic or financial abuse from this bank
Contact the dedicated financial support team on 0800 781 1493 (Mon–Fri, 8am–6pm and Sat–Sun, 9am–5pm).
The financial abuse web page includes an online form. You can use this form to request contact from the team in a way that is safe for you and at a time that suits you.
Report a problem
Dankse Bank
Support available for vulnerable customers
Where appropriate, Dankse Bank will tailor solutions to your circumstances and work with you to make your banking safe and secure. They offer general support to customers who may be vulnerable.
Information on economic or financial abuse from this bank
If you need additional support, you can contact Dankse Bank on 0345 601 0089 (Mon–Fri, 8am–6pm and Sat 9am-1pm, closed on Sun).
You can use the online service to send a secure message through your mobile app (Messages > click the pencil icon) or eBanking (under Contact > New message).
If you would prefer to speak to someone face-to-face, you can visit any of the branches.
Report a problem
First Direct
Support available for vulnerable customers
First Direct can offer support including:
arranging a new card and PIN and updating login details
changing your contact preferences and sending mail to a different address
suspending joint accounts
removing a secondary cardholder
support if you are in debt
support if there has been fraudulent activity on your account.
Information on economic or financial abuse from this bank
There is an online form you can use to request a call back at a time when it’s safe for you to talk. The call will come from an unknown number.
You can send a message online via the app or via online banking. You can also speak to the general customer support team on 03456 100 100 (lines are open 24/7).
Report a problem
Halifax
Support available for vulnerable customers
Halifax has a dedicated support team that can support customers who have experienced financial abuse. They can offer support with:
joint accounts
opening a new account
debts, lending and mortgages
important documents you might need.
Information on economic or financial abuse from this bank
HSBC UK has an online form you can use to request a callback from the support team at a time when it’s safe for you to talk. The call will come from an unknown number. You will be asked if it’s safe for you to talk, and the call will be ended if you say no.
To get in touch directly, call the main Customer Support line on 03457 404 404 (Mon–Sun, 8am–8pm).
You can also chat directly through the app, or log in to online banking and look for the chat icon on the right hand side.
There is a specialist team you can contact if you are struggling to make debt repayments. Call 0345 850 0622 (Mon–Fri, 8am–6pm and Sat, 8am–4pm).
Report a problem
Ikano Bank
Support available for vulnerable customers
Ikano Bank will share the information about your circumstances with staff as needed so that you only need to tell your story once.
Information on economic or financial abuse from this bank
There is an online form for customers who are experiencing financial or domestic abuse. You can use the form to request a call back from the specialist support team at a time when it’s convenient to talk. The call will come from an unknown number.
To get in touch with M&S Bank directly, call 0345 900 0900.
Report a problem
MBNA
Support available for vulnerable customers
MBNA has a dedicated support team for customers who have experienced financial abuse. They can offer support with:
opening a new account
lending and mortgages
important documents you might need
queries related to additional cardholders.
Information on economic or financial abuse from this bank
Contact the dedicated support team on 0800 028 0428 (Mon–Fri, 8am–6pm).
There is an online form you can complete to ask the dedicated support team to contact you at a time that is safe for you to talk.
You can send a message through the mobile banking app if you are not ready to talk.
This bank has a specialist domestic and financial abuse team
Report a problem
Metro Bank
Support available for vulnerable customers
Metro Bank has Specialist Support team that can support you to:
receive a new debit card/PIN
re-set online banking security
change your correspondence address
set up a new bank account which isn’t connected to any existing joint accounts
adding or removing other people from your banking accounts.
They can make a confidential note of your situation on your file so that you don’t need to repeat your story each time you get in touch. They also offer a ‘Safe Space’ in branch for people experiencing domestic abuse to make it easier for you to access support.
Information on economic or financial abuse from this bank
You can use the in-app ‘Share with us’ feature to report domestic or financial abuse. Tap the ‘Help’ icon in the Monzo app. Search for ‘Talking to us about domestic and financial abuse’ and tap ‘Tell us more’.
You can chat in the app or ask for a call back at a time that’s safe for you (you can request this via the chat function).
You can phone the team on 0800 802 1281.
Report a problem
Natwest
Support available for vulnerable customers
Natwest has a specialist team that can support customers to:
manage joint accounts
open a new account that is unconnected to any joint accounts
ensure letters from the bank are delivered to a secure address
control who can access your banking cards, PINs and passwords.
Information on economic or financial abuse from this bank
Contact the specialist support team via the main Customer Support Team on 03457 888 444 (Mon–Sun, 8am–8pm).
There is also an online form you can complete if you have experienced economic or financial abuse. You can provide details of how the specialist team can safely contact you.
Report a problem
Nationwide Building Society
Support available for vulnerable customers
Nationwide can provide support by:
helping you understand the payments going in and out of your account
resetting login details for your internet banking, or changing card PINs
explaining your options if you have a joint account
setting up a new current account or savings account
sending your bank statements to a different address
helping you deal with any debts.
Information on economic or financial abuse from this bank
Contact the specialist support team via the main Customer Support Team on 03457 24 24 24 (Mon–Sun, 8am–8pm).
There is also an online form you can complete if you have experienced economic or financial abuse. You can provide details of how the specialist team can safely contact you.
Report a problem
Santander
Support available for vulnerable customers
Santander has a ‘Tell us once’ initiative. This means that details of your story will be kept on your file, with your consent, so you don’t need to repeat it every time you get in touch.
Branches offer a ‘Safe Space‘ for people experiencing domestic abuse to access support.
Information on economic or financial abuse from this bank
Contact the Specialist Support team via the main Customer Service team. Available 24/7 through in-app live chat or on 020 7930 4450. Ask to speak to the Specialist Support team.
Report a problem
TSB Bank
Support available for vulnerable customers
TSB has an emergency flee fund that can provide money to help you leave an abuser.
They can support you to:
open an account in your sole name, including with an untraceable sort code
change your correspondence address and login information
protect or review joint accounts, or accounts with a secondary cardholder, and in some cases, remove you from that account if necessary.
TSB has a scheme to allow domestic abuse victims to safely open and access a bank account without standard documentation.
Branches offer a ‘Safe Space‘ for people experiencing domestic abuse to access support.
TSB can offer a wide range of support tailored to your needs. You can find out more about what they can do on their website.
Information on economic or financial abuse from this bank
TSB has not provided specific contact details for vulnerable customers. You can contact the general customer support team on 03459 758 758 (Mon–Sun, 8am–8pm).
If you prefer not to speak over the phone, you can speak to a member of the team via the app’s online chat (Mon–Fri, 8am–5.3opm).
Report a problem
Ulster Bank
Support available for vulnerable customers
Ulster Bank can support you to:
manage joint accounts
open a new account that is unconnected to any joint accounts
ensure letters from the bank are delivered to a secure address
control who can access your banking cards, PINs and passwords.
Information on economic or financial abuse from this bank
Contact the specialist support team via the main Customer Support Team on 0345 948 2222 (Mon–Sun, 8am–8pm).
There is also an online form you can complete if you have experienced economic or financial abuse. You can provide details of how the specialist team can safely contact you.
Report a problem
West Bromwich Building Society
Support available for vulnerable customers
The support that West Bromwich Building Society can offer will depend on your personal situation. They do not give details of specific support offered to vulnerable customers. An online case study mentions implementing protocols to help protect the customer from further abuse.
Information on economic or financial abuse from this bank
An online form is available to complete to provide details of your personal circumstances. The forms asks for information on how your circumstances may affect you managing your money, and for you to say how you would prefer to be contacted.
Report a problem
Yorkshire Building Society
Support available for vulnerable customers
Yorkshire Building Society can support you to regain financial control, including providing support to:
open an account that’s in your name only
update your contact information
add extra passwords or limits to your account/s
help you choose a different way to manage your account/s
help prevent further debt being built up in your name.
They can also provide longer appointments in branch in a private room.
Information on economic or financial abuse from this bank
There is an online form to complete if you need extra support. The form gives space for you to provide information about your situation.
You can also call the general customer support team on 0345 1200 100 (Mon–Fri, 9am–1pm and Sat, 9am–1pm).
Report a problem
Report a problem
Your bank’s response
“Advocacy is so important, especially when you are fearing homelessness and losing the children. I found a senior person in the bank who advocated on my behalf from within. His advice made a huge difference.”
There is guidance for banks and building societies from the Financial Conduct Authority on the fair treatment of vulnerable customers. This includes customers who have experienced economic abuse. Many banks have also signed up to the 2021 Financial Abuse Code, which guides industry responses to customers who have experienced financial and economic abuse.
Industry guidance
Responses can vary across different banks, but the guidance outlines that your bank or building society should:
Respond with empathy: Staff should respond in a waythat is sensitive to the issues you are facing.
Ensure the conversation is confidential: If speaking in person or on the phone about the abuse you have experienced, your conversation should not be overheard by other customers.
Be flexible: Your bank should be responsive to your needs and may be able to take action that is outside their normal procedure to support you. This may include offering you a longer appointment, moving deadlines to give you more time to make any financial decisions, and reviewing charges and fees. The flexibility that banks can offer will vary, and some may be able to offer more flexibility than others, depending on their policies.
Not ask you to repeat your story: Where possible, staff should record information securely on your file so that other staff members and departments can access it. Some banks may be more advanced than others in minimising the need for you to repeat your experiences.
Offer specialist help: Bank staff may know of specialist services and external sources of help relevant to your situation (eg specialist debt services or independent legal advice). Specialist services can provide you with information to help you make financial decisions.
Speak to your family or friends: If you feel it is safe and you are happy for your bank to speak to a friend, family member or advocacy service on your behalf, you can ask for this.
Alert the police: If your bank feels that you may be in immediate danger, they can alert the police on your behalf. If alerting the police may put you at risk, clearly explain your concerns to the bank staff member.
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Your bank may have its own policy on supporting vulnerable customers. You may be able to search online for this. You could also call to ask them about the steps they take to support customers facing difficult circumstances and the options that may be available to you.
Help to regain control of your finances
There are several ways that your bank can support you to regain control of your finances, if it is safe for you to do so. Your bank should make the options that you have clear to you, without pressurising you to take any specific action.
Staying safe
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If you think that someone else may have access to your PIN or online banking passwords, your bank can support you to change these. They can also:
issue a new card and PIN to a new address rather than the address they have on file for you, if you wish
send statements and other letters to a different address, which could be a refuge or safe house with a PO Box if you have left your home due to the risk of immediate danger.
Controlling who has access to your account
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Your bank can help you to remove any access that the abuser may have to your account. They can give additional access to someone you trust, if you request it.
If you are worried that the abuser may try to contact the bank to make changes to your account, you can set up a code word with the bank. This will add extra security to the account, as the bank will not speak to anyone unless the code word is provided. You can also use the code word during a call to let the bank know if it is not safe for you to talk.
Managing joint accounts
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If you have a joint account with the abuser, your bank may be able to help you de-link your finances. They may be able to freeze the account for you, which will stop any payments or withdrawals being made.
Reversing this requires the consent of both parties, so consider carefully whether you want to do this. When a court order is served, the bank is legally required to stop all activity on the account.
Opening a new bank account
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Your bank can help you to open a new account that is only in your name to help you manage your money independently. However, you may prefer to open a new account with a different bank to avoid the risk of accounts being linked.
If you do not have access to the documents that are usually needed to prove your identity (such as a passport, driving licence or birth certificate), the bank may be able to accept different documents. This could include letters from a refuge, social worker or local authority.
You can ask for letters to go to an address other than the address the bank has on file for you or ask to receive communication digitally (if you are sure your email account is safe and not accessible by the abuser).
Many of the main banks and building societies offer basic bank accounts. These are often called ‘fee-free accounts’. They are designed for people who may not be able to open a standard current account. They do not have an overdraft and you will not face charges as you would if you were overdrawn.
Getting information about your finances
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The abuser may have stopped you from accessing your bank accounts and information about your finances. Your bank can support you to get information about:
assets (such as savings) in your name
debts (such as mortgages, loans and overdrafts) in your name
the payments coming into and going out of your account.
You may wish to access your credit report for information on debts that are in your name with other financial providers.
We have information that explains more about how an abuser may be linked to your credit report. This also explains how to make sure that no one can access your address details if you change the address on your credit record.
Managing credit cards, mortgages and other debts
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If the abuser is a cardholder for a credit card in your name, your bank can support you to remove their access. This will prevent them from spending any more.
You can speak to your bank about any changes you may wish to make to your mortgage and the options that may be available to you.
Your bank can support you to access specialist debt advice services for information and advice on how to manage your debts. Many lenders can offer vulnerable customers more flexibility in paying back debts, and may be able to offer support that stops more debt building up.
If you are not happy with the service you receive
The banking industry has made strides to improve its service for victim-survivors of economic abuse. However, there are things you can do if your bank does not properly support you.
1. Make a complaint
If you are unhappy with the service from your bank or building society, or if you feel they are not sensitive to your situation, you may wish to complain.
The first step to resolve an issue with your bank is to contact their complaints department. The bank must respond to complaints within eight weeks, and often they try to do so much quicker. Making a complaint will not have a negative effect on your bank account. It may help the bank to provide a better service for you and others in the future.
You can approach the bank in the way that feels most comfortable for you. However, putting your complaint in writing can be a useful record of the issue and the date the complaint was made.
You may wish to highlight what the issue is, the impact it has had on you and the outcome you would like.
2. Report it to the Financial Ombudsman
If your bank or building society doesn’t resolve your complaint or doesn’t respond within eight weeks, you can report it to the Financial Ombudsman Service. The Financial Ombudsman Service is free and independent. Its role is to settle disputes between consumers and companies. They have the legal power to put things right if they support your complaint. You can make a complaint online.
Last updated November 2023
Further support
If you are experiencing economic abuse, you are not alone. We have more information that can support you to take steps towards safety and begin to regain control of your finances.
