Post Office Bank account

Alice_Holt

Does anyone know if the Post Office Bank has a telephone number / team for vulnerable customers.
Their customer help line has not been helpful, and wasn't prepared to answer this question.

Or perhaps someone may have an email address that would allow me to contact an employee able to use their discretion.
Unfortunately, the email address given on the CEO email site (owen.woodley@postoffice.co.uk), bounces back.

TIA

born_again

I would go back and try again. Might get someone more helpful. If not say your not happy and want to complain. Often has the desired effect.
Could be that they do not have a dedicated team. As this really is a new area for banks and many are still trying to get their heads round how to deal with this area.

Any internal team will not often have a external number customers can ring. Certainly no one would give out a employee's email. That is if they have a external one. Many banks restrict the external emails to only people who really need them.

acc

Alice_Holt wrote: »

Does anyone know if the Post Office Bank has a telephone number / team for vulnerable customers.
Their customer help line has not been helpful, and wasn't prepared to answer this question.

The Post Office Telecoms Vulnerability Policy describes their policy and refers to a Special Care Team, which is on 0345 600 3210 (presumably the number you previously called).

"All of our agents receive specialist training on how to deal with vulnerable and disabled customers. We ask our agents to pay that extra level of care, attention and sensitivity when communicating with and working to resolve customers’ faults, orders, enquiries or issues."

xylophone

https://www.onepostoffice.co.uk/secure/latest-news/our-business/who-is-a-vulnerable-customer-and-how-you-can-help/

Is there anything in above which assists?

Alice_Holt

Many thanks for your help.

eddy

Alice_Holt wrote: »

Does anyone know if the Post Office Bank has a telephone number / team for vulnerable customers

Have you tried the Post Office Money Customer Service Centre?

0345 602 3409

FREEPOST
Post Office Money Customer Care
PO BOX 3191
BS1 9HY Bristol

Alice_Holt

This has been very helpful.
And the page xylophone linked to has given me a useful email address.

BTW the reason for my question -
- a telephone call made from an national advice charity I have volunteered with for 14 years, trying to get info / guidance to help a client who has suffered a major stroke and cannot access his card account, due to severe communication problems.
The PO call handler on 0345 602 3409 over spoke me and then put the phone down on me.
I have never experienced anything like this, and was very taken aback that an employee at an organisation such as Post Office Bank would act in this manner.

I post this particular information in case Post Office Bank have a representative monitoring this forum (unlikely, but worth a try).

colsten

The PO banking arm is known for providing carp customer service. This is just yet another example for it.

The best response would be for the client to switch away asap. The PO participate in CASS, so the switch should be relatively painless. Just make sure the new bank account is fully operational (online access, debit card) before you / the client requests the switch.

There are a number of switch offers available, too. E.g. Nationwide, First Direct, TSB. I am not up to speed on their support for disabled people but I would have thought they all have decent policies and procedures for it.

born_again

From personal experience I can say that First Direct does have a dedicated team who deal with vulnerable customers. As you would expect with a telephone bank, they can simply be rung up.

xylophone

trying to get info / guidance to help a client who has suffered a major stroke and cannot access his card account, due to severe communication problems.

Has he a friend or relation who can be his helper? Or is he fit enough to grant PoA?

https://www.postoffice.co.uk/post-office-card-account

How to nominate a helper
If you can’t get to a Post Office branch or a Post Office ATM on a regular basis, you can nominate a helper known as a permanent agent to have access to your account. Ensure this is someone you trust completely as they will have full access to your account with their own card and PIN. To do this complete a permanent agent access form P6163 available at your local Post Office* or by calling the POca helpline on 03457 22 33 44. To keep your account safe, only one helper can have access at any one time and they must be at least 16 years old. A permanent agent will not be able to administer your account, if you need someone to do this you may want to consider taking out a Power of Attorney and then follow the steps below

Power Of Attorney /Court of Protection
If you have Power of Attorney or Court of Protection that you wish to register against an account, please forward a copy to: Post Office card account, PO Box 567, Preston, PR1 2WX. Original documents will be returned. Once a Power of Attorney or Court of Protection has been registered you will be able to administer the account by putting your requests in writing.

Alice_Holt

That's really helpful, xylophone, he does have friends who have been subbing him (but have now reached their financial limits).

(and the sort of info I would have expected the helpline to give, after I explained the client needed to access his cash in order to feed utility prepayment meters!).