Make a change to your account

The selfie images need to be sent as an attachment to the email. They should not be sent within the body of the email.

The types of file formats accepted are:

• PNG 
• JPEG 
• PDF

However if you are looking to add a Power of Attorney or Court of Protection deputy only PDF format will be accepted.

The only types of requests we can process online if you have a packaged account with us are:

• 3^rd party requests
• Power Of Attorney
• Court Of Protection.

Unfortunately, our online processes only apply to residents. 

What do we mean by 'Power of Attorney'?

A Power of Attorney gives legal power to one or more persons to help you make decisions or make decisions on your behalf.  The people you give permission to manage your accounts are called “attorneys” and are legally authorised to manage your finances.

Power of Attorneys can be set up on a temporary basis (for instance if you are in hospital) or in the longer term (perhaps if you become ill and can no longer make decisions).

There are different types of 'Power of Attorney':

1. Lasting Power of Attorney
2. Enduring Power of Attorney
3. General or Specific Power of Attorney
4. Continuing Power of Attorney (Scotland)

Once you’ve been granted a Power of Attorney you can apply to be added to an account by completing our online process.

When submitting through our Online process:

To verify your photo ID: We will need a selfie photograph from the person who is requesting Power Of Attorney over the account, not the account holder. The photo must be from the front and side profile. You will need to attach this with the online form and documentation below. 

If you are requesting Power of Attorney over a persons account and you are a Shostra Bank customer: You will only need to send in one form of photo identification and a photo of the original Power of Attorney confirmation document. (including any relevant Certificates of Registration).

If you are requesting Power of Attorney over a persons account and you are not a Shostra Bank customer: You will need to send in two forms of identification one being photo identification and one being your proof of your address. As well as a photo of the original Power of Attorney confirmation document. (including any relevant Certificates of Registration).

Please note: If you are requesting more than one Power of Attorney on a single account. You will not be able to use our online service at this time.

What do we mean by 'Court of Protection' orders?

If there is no Power of Attorney in place and you need to manage an incapable adult’s wider financial and/or personal welfare affairs, an application can be made to the Court of Protection for you, or someone else to be appointed as ‘deputy’. The Court decide the appropriateness of granting such an order and they’ll decide the person nominated is suitable. A deputyship order provides the deputy with a range of powers which can be used to benefit the incapable person. Once appointed, deputies are supervised in their role:

• For financial and property matters – by the Office of the Public Guardian
• For personal welfare matters – by the local authority in the area where the incapable adult lives.

If you think a Court of Protection Order is appropriate, you may want to seek independent legal advice or contact the Citizens Advice Bureau.

Once you’ve been appointed as a Deputy you can apply to be added to an account by completing our online process.

When submitting through our online process:

To verify your photo ID: We will need a selfie photograph from the person who is requesting to be the Court of Protection deputy, not the account holder. The photo must be from the front and side profile. You will need to attach this with the online form and documentation below. 

If you are requesting Court of Protection over a persons account and you are a Shostra Bank customer: You will only need to send in one form of photo identification and a photo of all of the original Court of Protection confirmation documents. 

If you are requesting Court of Protection over a persons account and you are not a Shostra Bank customer: you will need to send in two forms of identification one being photo identification and one being your proof of your address. As well as a photo of all of the original Court of Protection confirmation documents.

Please note: If you want to appoint more than one Deputy to a single account. You will not be able to use our online process at this time.

The types of identification we can accept through our online process are:

• A valid and in date passport             
• Other Bank Statement
• Full Driving Licence
• Council Tax Bill
• EU/EAA National ID Card 
• Utility Bill/ statement (Utility bills must be within the last 3-6 months)
• EU/EAA Driving Licence               
• Mortgage Statement / Solicitor Mortgage correspondence
• Biometric Residence Permit       
• Local Council / Housing Authority Tenancy Agreement
• Military ID Card               
• Credit Union  statement
• Notice of Tax Coding
  
• National Insurance Confirmation Letter

The selfie images need to be sent as an attachment to the email. They should not be sent within the body of the email.

The types of file formats accepted are:

• PNG 
• JPEG 
• PDF

However if you are looking to add a Power of Attorney or Court of Protection deputy only PDF format will be accepted.

The only types of requests we can process online if you have a packaged account with us are:

• 3^rd party requests
• Power Of Attorney
• Court Of Protection.

Unfortunately, our online processes only apply to residents.