Difficulties with access is another area where the team provide supports for customers. “This can be very complex,” she points out. “People can have difficulty communicating, or have impaired vision or hearing, or suffer from mobility issues. We try to ensure we put the right supports in place for each individual customer. What works for one customer may not work for another. And the choice of channel is very important.
Financial abuse is another difficult and distressing area. “We see too much financial abuse and elder financial abuse in particular,” says Drain. “And it can often be perpetrated by people who the victim is in a relationship with or dependent on.” The bank is able to help at times. Keane points to an instance of a customer who had fallen prey to a romance scammer and who went to their local branch to make a large foreign currency transfer. “We put a hold on the transfer until we were sure the customer had taken the right advice. The problem is that many people in this situation don’t want to believe they are being scammed.”
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