Help and support
Support when you need it most
Whether you’re managing someone else’s finances, supporting a loved one, worried about fraud or scams, coping with bereavement, or looking for extra support, you’ll find guidance and useful information here. Explore the topics below or get in touch if you need further assistance.
Help with money worries
If you’re worried about money or are experiencing financial difficulty, get in touch. Here are some of the ways we could help, depending on your situation:
- Arrange a temporary payment plan with you.
- Change the way you make your payments, or the date you make them.
- Let you pay back your mortgage over a longer period (reducing your monthly payments).
- Change the repayment method of your mortgage.
- Defer your monthly mortgage payment (take a payment holiday).
- A combination of any of the above.
We’ve signed the Government Mortgage Charter. The Mortgage Charter is a set of universal standards to help and reassure mortgage holders worried by high interest rates.
Support with bereavement
Coping with the loss of a loved one can be overwhelming and exhausting. We aim to make things straightforward and as easy as possible for you through this difficult time.
What you need to do:
There are registration offices in towns and cities across the UK. Deaths need to be registered within 8 days. You will be given a death certificate – it may be worth getting a few certified copies as various institutions will need copies while you sort out the deceased’s affairs.
The registrar will also explain the free Tell us once service that the Government offer. Follow the link for more details.
For more information visit the Government website: What to do when someone dies: step by step
So that we can take appropriate action with the accounts the deceased had with us.
You can call either our savings or mortgage member services teams, to help you. Their contact details are:
Telephone: 01535 656 0770
Email: [email protected] or [email protected]
Looking after someone's affairs
- Fill in our registration form and return it to us together with the original POA document or a certified copy. We will also need proof of the attorneys address if they aren’t an Ecology member themselves.
- We will set the attorney up including online access and return the documents.
- We will send confirmation of the registration by post.
You will need to send us the Power of Attorney document or a certified copy of the document. You will also need to send us proof of identification.
You will need to supply us with two pieces of identification. The easiest way to prove identification is by allowing us to run an electronic identity search. You can give us permission using the consent to electronic search form.
Alternatively you can send two forms of identification. The documents that we accept are listed in the proving your identity form.
We will write to you and let you know that you can now access the accounts and give you details of how to do this.
You can register to view the savings account online here Online registration page. Please note you will register in your name to view the donors account.
Powers of Attorney can view savings account(s) online but they cannot make any withdrawals. This must be done by post or telephone.
Lasting Power of Attorney (LPA): a legal document that lets you appoint one or more people to help you make decisions or make decisions on your behalf. There are two types of LPA:
- health and welfare
- property and financial affairs
You must have mental capacity when you make your LPA.
Enduring Power of Attorney (EPA): EPAs have been replaced by LPAs but can still be used if you have one. An EPA is a legal document that lets you appoint one or more people to help you make decisions or make decisions on your behalf. EPAs only cover property and financial matters.
Deputies: A deputy is appointed by the Court of Protection if an individual does not have mental capacity (cannot make decisions for themselves). There are two types of deputyship:
- Personal welfare, where you make decisions about their medical treatment and care
- Property and financial affairs where you can make decisions about their money and property.
If you’re appointed as a deputy the court order will say what you can and can’t do.
Fraud and Scams
If you think you’ve been a victim of fraud or a scam, or if you are worried about suspicious activity, let us know as soon as possible.
Email: [email protected]
Tel: 01535 650 770
We’re open Monday to Friday (except bank holidays) between 9am to 5pm.
Contact your linked bank account provider to put a stop on payments out.
Contact us to let us know about the fraud (using the details above) and we will get back in touch as soon as possible once the office reopens
Report the fraud to Report Fraud Report Fraud
Change your passwords on your accounts.
There is also emotional and practical support available from Age UK and Victim support.
- Our new systems have layers of authentication with device recognition, passcodes and passwords that are unique to you.
- Online sessions expire after a period of inactivity.
- Your account will lock if you use the wrong security details more than three times.
- We have strict security procedures for verifying your identity before discussing or disclosing confidential information or changing details on your account.
- All withdrawals from your Ecology savings account go to a linked bank account that must be in your name.
- If you have agreed for us to be able to contact you by text or email, we will contact you automatically following activity on your account or changes are made to your personal details.
- Make sure your mobile phone number, email and personal details are up to date on your Ecology account.
- Create strong passwords that include capitals, numerics and special characters (eg !,£,%)
- Shred all correspondence that includes personal details that could be used for identity theft.
- Stop and consider if an email, call or text is genuine. Fraudsters are good at making communications look like they are from trusted organisations. They will also trick you by making you think you need to act quickly and causing panic.
- Install anti-malware software on your devices and update your software when you are prompted.
Living with dementia
We understand that dementia can bring unique challenges for individuals and their families. We’re here to support you and to help make managing your finances as simple as possible. Below are some frequently asked questions and ways we can help.
If you or someone you care for is living with dementia, we can help you make managing finances simpler. You can ask us to:
- Set up joint accounts or Power of Attorney access for trusted family members or friends.
- Help you understand how Powers of Attorney work and how they can be applied to accounts.
We will explain everything clearly and ensure your preferences are respected.
Yes. If you’re ready to appoint someone to manage your account, we can help you register a Lasting Power of Attorney (LPA) or other legal authority. Our team will guide you through the steps and let you know about any forms or documents we need.
Absolutely. We can make adjustments to suit your needs, such as:
- Give you more time to process information during calls.
- Provide written summaries of important points.
- Explain things in simpler terms or use larger print.
Just let us know what would help you feel comfortable.
These organisations offer practical and emotional advice and support that you may find useful.
Alzheimer’s Society
The Alzheimer’s Society provides support and resources for people living with dementia and their carers.
Phone: 0333 150 3456
Visit: alzheimers.org.uk
Dementia UK
Dementia UK offers specialist dementia support, including Admiral Nurses.
Phone: 0800 888 6678
Visit: dementiauk.org
Age Uk
Age UK offers advice on dementia and related issues, including financial planning.
Phone: 0800 055 6112
Visit: ageuk.org.uk
If you need help, we are here
-
01535 650770
-
[email protected]
- Monday to Friday 9am to 5pm (opening at 10am on Tuesdays)
