Money & rights · England
A bank account you can use
Your browser or device provides the reading voice.
You can ask a bank for help to use its service.
Choose support that keeps you involved.
Think about what you need
You may want an account for wages or benefits.
Think about how you will pay bills and get cash.
Ask about account choices
Ask about charges and borrowing.
A basic account may be an option.
Ask the bank to explain the rules.
Prove who you are
The bank will ask for identity documents.
Tell them if you do not have a passport.
Ask what else they can accept.
Ask for changes
You may need clear information or a quiet appointment.
Tell the bank what would help you.
You may not want an app
Ask how you can use the account without a smartphone.
Check that the choice works for you.
Choose safe help
A helper should listen to your choices.
Ask the bank how they can help safely.
Keep security details private
Do not give a helper your PIN or password.
Ask the bank about another way to get support.
Check the account
Ask for statements you can understand.
Tell the bank quickly about payments you do not recognise.
If something is wrong
Ask the bank to put it right.
You can get help to make a complaint.
What you can do next
You can use the worksheet to prepare.
Ask someone you choose to help if you want.
Read MoneyHelper’s banking guide Web pageThis link opens another website.
It may use harder words.
More useful links
- MoneyHelper: basic bank accounts Web page
Information about opening an account and identity documents.
- MoneyHelper: make banking easier Web page
Ask about accessible services and support.
These links open other websites.
They may use harder words.
Opening and using an accessible bank account — Easy Read
Ask about identification, accessible banking, getting cash and safe support with an account.
England · Money, rights and support
Choose around daily life
List what the account must do: receive income, pay regular bills, make purchases and provide cash. Check branch access, accessible cash machines, phone or postal options and any Post Office services available for that particular account. Ask for a demonstration before choosing. An app-only product may be unsuitable if you cannot reliably use its verification steps.
Understand the account and its costs
A fee-free basic account can be an option if a standard current account is unavailable. It generally has no overdraft. Eligibility and features vary. Ask about charges for particular transactions and what happens if a payment fails. Compare these with what you actually need. A prepaid card is a different product and may have fees or limited services.
Identification without a passport
Ask for the bank’s list of acceptable documents before visiting. It may accept evidence such as a benefits letter or a letter from a suitable organisation, depending on its checks. Explain if you have no fixed address and ask about available schemes. Do not assume every bank accepts the same documents. Ask what is missing if verification fails.
Agree accessibility needs
Ask for a longer or quieter appointment, clear explanations, accessible statements, a communication method you can use and time to decide. Some customers can use chip-and-signature cards instead of remembering a PIN. Check whether this suits your needs and where it works. Ask staff to record agreed adjustments and explain what to do if they are not provided.
Keep your own choices
Needing help to read a statement does not automatically mean someone must take over your account. Ask staff to speak to you and check understanding using your communication method. You can ask for an independent adviser or advocate when a proposed arrangement is unclear. A joint account gives another person rights over the account and should not be the automatic answer to a support need.
Give a helper the right authority
Ask the bank about a limited third-party mandate if you can make the relevant decisions and want practical help. Its scope depends on the bank. Other arrangements may be needed if you cannot make particular decisions. An appointee’s DWP role does not grant general banking powers. Do not share PINs, passwords or one-time codes; ask the bank to arrange authorised access where suitable.
Plan money coming in and going out
Agree a way to check balances and statements. Use a calendar for bills and keep enough for essential spending. When changing accounts, confirm where wages and benefits will arrive and which regular payments need moving. Do not close the old account before checking the arrangements. Keep the bank’s genuine contact details somewhere you can find.
Ask for a problem to be put right
If access fails, an account is refused or money is missing, contact the bank through a trusted route. Explain the impact and any urgent need for food or bills. Ask for reasons where they can provide them and keep records. Use the bank’s complaints procedure, then check the Financial Ombudsman Service route and deadline if unresolved. Its service is free and has accessibility support.
Words you could use
“I want an account I can use with these adjustments: … I do not have these identity documents: … Please explain the alternatives and safe ways for my chosen supporter to help.”
More useful links
- MoneyHelper: basic bank accounts Web page
Information about opening an account and identity documents.
- MoneyHelper: make banking easier Web page
Ask about accessible services and support.
These links open other websites.
They may use harder words.
Where the information comes from
Links checked 7 November 2026.
These links open other websites.
They may use harder words.
- MoneyHelper: basic bank accounts Web page
Account features, alternatives to standard ID and applications.
- MoneyHelper: managing money accessibly Web page
Banking adaptations and practical account use.
- OPG: managing an account for someone else Web page
Bank mandates and legal authority.
- Financial Ombudsman: bank accounts Web page
Account complaints, evidence and escalation.
- Financial Ombudsman: accessibility Web page
Alternative formats and communication support.
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