Supporting your wellbeing

If you're living with a disability, including a sight or hearing impairment, we can offer helpful tools to support you. This includes large print, a text relay service, braille and in our branches we can provide hearing loops, open spaces and automatic doors. 

There are also third parties who can support you, we've listed some of these below:

Scope

Supporting people with disabilities.

www.scope.org.uk

0808 800 3333

Age UK

Support for later life.

www.ageuk.org.uk

0800 055 6112

Life events such as bereavement, job loss or divorce are often unexpected and can be very challenging. Furness is here to provide support, with colleagues and tools available to assist you through difficult life events. We also have a dedicated Bereavement team available via phone and you can access more information on our Bereavement page.

There are also third parties who can support you, we've listed some of these below:

Citizens Advice Bureau

Practical information about housing, relationships, law and health care.

www.citizensadvice.org.uk

0800 144 8848

Money Helper (Formerly Money Advice Service)

Money advice and support.

www.moneyhelper.org.uk

0800 138 7777

Cruse Bereavement Support

Helping support people who have experienced a bereavement.

www.cruse.org.uk

0808 808 1677

We have resources available which may be able to assist you temporarily with your mortgage repayments. Our mortgage arrears team would be happy to discuss your circumstances and the support available. If your illness prevents you from communicating with us, you can also assign a friend or family member to speak to us on your behalf.

There are also third parties who can support you, we've listed some of these below:

Marie Curie

Care and support for people living with cancer.

www.mariecurie.org.uk

0800 090 2309

National Debt line

Money advice and support.

www.nationaldebtline.org

0808 808 4000

We understand that mental health and money worries are often linked. If you are finding things difficult, we're here to help with tools available to support financial difficulty. We can also offer alternative ways of communicating with us. For example, we provide email, telephone support, or longer appointments in branch to allow time for decision making. 

There are also third parties who can support you, we've listed some of these below:

Mental Health UK

Provides support and services for some of the biggest societal challenges that pose a threat to people's mental health, including money problems, navigating through the system to get the right support, understanding mental health, loneliness and isolation, and resilience in young people.

www.mentalhealth-uk.org

0121 522 7007

Samaritans

The opportunity to talk about anything.

www.samaritans.org

116 123

We can support you by offering alternative ways of communication. We will always be patient and explain things clearly, without jargon, and check that you are comfortable with any decisions you make. Additionally, if you have a Power of Attorney or a Court of Protection appointed, we can register this so a nominated person can deal with the account on your behalf.

There are also third parties who can support you, we've listed some of these below:

Citizens Advice Bureau

Practical information about housing, relationships, law and health care.

www.citizensadvice.org.uk

0800 144 8848

Money Helper (Formerly Money Advice Service)

Money advice and support.

www.moneyhelper.org.uk

0800 138 7777

Are you having problems with someone controlling how you use your income, taking credit or loans in your name, or limiting your ability to work or afford essentials? You may also be experiencing forms of physical abuse or violence. We understand that contacting us in person or by phone is not always easy, so we offer a web form where you can share information securely. Our colleagues will review what you send and respond directly to you. Please contact us and we will provide support where we can.

There are also third parties who can support you, we've listed some of these below:

Victim Support

Support for victims of abuse

www.victimsupport.org.uk

0808 168 9111

Refuge

For women experiencing abuse.

www.refuge.org.uk

0808 200 0247

Respect Men's Advice Line UK

Supporting men affected by domestic abuse

www.mensadviceline.org.uk

0808 8010327

Surviving Economic Abuse

If you need help or if you are supporting someone else.

www.survivingeconomicabuse.org

If you are struggling to make your mortgage repayments our team are here to help you. Visit our Financial Support and Cost of Living Support Hub sections for more information on how we may be able to assist you. Its important you contact us as soon as possible to give us the best chance to provide support.

There are also third parties who can support you, we've listed some of these below:

Money Helper (Formerly Money Advice Service)

Money advice and support.

www.moneyhelper.org.uk

0800 138 7777

Pay Plan

Money advice and support.

www.payplan.com

0800 280 2816

Adding a support or communication preference to your record

Everyone experiences challenges from time to time. At Furness, we want all our members to feel comfortable and supported throughout their journey with us.

If something is affecting how you manage your account, letting us know means we can work with you to make things easier. This could be something temporary or more long-term — we’re here to help in a way that suits you.

Some examples of where we may be able to support you include:

• Living with or recovering from an illness, injury or disability
• Finding it difficult to remember information about your accounts
• Going through bereavement, separation, divorce or changes at home
• Language or communication barriers
• Financial worries or hardship
• Mental health challenges
• Needing support with mobility, hearing or sight

If you choose to share this with us, we may ask a few questions to better understand your needs. This helps us make sure any support we put in place is right for you.

Depending on your situation, we may be able to offer support such as:

• Offering a seat when you visit a branch
• Taking extra time to explain things clearly
• Communicating in a way that works best for you
• Providing help with forms or documents
• Offering alternative ways to stay in touch
• Providing documents in large print
• Discussing options around your mortgage or payments, where appropriate

Your consent

If you’re happy for us to record this information:

•    We will only do so with your consent
•    You can change your mind at any time
•    Your information will be kept secure and only used to help us support you better

This means that any colleague you speak to will understand your needs and be able to assist you in the most appropriate way.

Keeping your information up to date

You can update or remove this information at any time.

We may also check in with you from time to time to make sure the support we’re providing is still right for you. If your situation changes, you can let us know and we will amend or remove the information.