This guide helps with
- Understand what authorising a representative means
- Know who you might choose to help
- Learn how to set up authorisation securely
- Understand what your representative can do
- Know how to change or remove authorisation later
5 min
What's happening
You do not have to handle your account alone. You can authorise a trusted person — a family member, friend, financial counsellor or adviser — to speak to us on your behalf. This means we can discuss your account with them, with your permission, which can take pressure off you.
This is general information, not legal advice. Free services, including financial counsellors, are linked below.
Who you might choose
People commonly authorise:
- A family member or friend they trust
- A free financial counsellor
- A legal or advice service helping them
Free, independent financial counselling is available, and you can find more support through our Help Centre.
Step by step
- Decide who you would like to authorise.
- Contact us, quote your reference number, and say you want to authorise a representative.
- Confirm your identity, and give the name of the person you are authorising.
- State what they can do — for example, discuss the account or arrange payments.
- Ask us to note the authorisation, and confirm how to change it later.
You can set this up through our contact page.
Your rights
You have the right to be supported and to choose who helps you. Authorisation is given by you and can be changed or withdrawn at any time. We confirm your identity before setting it up to protect your privacy, and your representative can act only within the permission you give.
Good to know
- You can authorise a trusted person to deal with your account
- Free financial counsellors can act on your behalf
- We confirm your identity first to protect you
- You can change or withdraw authorisation at any time
FAQ
Can a financial counsellor speak to you for me?
Yes. With your authorisation, a financial counsellor can discuss your account and help arrange a way forward. Free counselling services are available.
How do I remove someone's authorisation?
Just let us know you want to withdraw it. We will update the record so they can no longer discuss your account.
Does authorising someone mean I lose control?
No. You decide what they can do, and you can change or remove the authorisation whenever you like. It is there to support you.
Still stuck? Our team is happy to help you sort it out.