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Banking and dementia

Ideas listing

24 Ideas
112 Votes
36 Comments
42 Participants

Thank you for sharing your challenges, votes and comments. Please note, this activity has now closed but you can still comment on the challenges people have posted below. Keep an eye out on the hub for more information as we progress through our banking and dementia sprint.

We want to hear about any difficulties you or others affected by dementia are having when it comes to banking.

We know that people are facing challenges on a daily basis and probably more now than ever since the coronavirus pandemic has changed how we carry out some of our routine activities, including visits to the bank, using telephone and online banking and other banking services.

With your experiences and the support of our partner Santander, together we can highlight these challenges and take forward the ones that receive the most votes for our team to investigate further. Together we will develop a solution to tackle one or more of the challenges to improve the experience of banking for people affected by dementia.

Scroll down to post challenges that people affected by dementia are facing when it comes to banking. You can also comment on other people's suggestions and vote on which ones are most important to you.

 

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Banking Problems

I spoke to a carer yesterday, her father (PWD) kept on attempting to withdraw money but forgetting his password. On the fifth time the bank refused to send him a card. The carer (no Power of Attorney) spoke to the bank and they suggested Third Party Mandate, at the time my father agreed. We went to the bank today and my father refused. He is not able to manage day to day affairs and I feel a bit lost. I asked my brother to speak to him and of course he agreed to everything, but I cannot be...

1 Score
Voting closed
Comments 0
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A few ideas which may help...

As a retired bank employee I have had much experience with elderly and vulnerable customers. A few things from my experience : - ask for a signature card in place of a chip and PIN card to reduce security risk. - obtain Power of Attorney as soon as possible - many people leave it too late & dealing wìth Court of Protection is something you want to avoid. - if you have joint finances and have never been involved, get up to speed with things. Too often this is another burden on top...

8 Score
Voting closed
Comments 6
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Leaving debit card and cash in ATM

Forgetting to take debit card or cash when leaving ATM

1 Score
Voting closed
Comments 0

Find my debit card

Mislaying  things is a common problem for people with dementia. I have a friend who misplays her bank card inside her house on a almost weekly basis. This means cancelling the card to calm her down and waiting for a new one to be issued. Could some kind of locator device be incorporated into the chip to help locate misplaced cards. 

1 Score
Voting closed
Comments 0
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Blocked by not using internet banking

People can struggle to get the help they need because their bank struggles to help them if they don’t have internet banking. Insisted that they set up internet banking even though he didn’t want it and wasted his time.

4 Score
Voting closed
Comments 0
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Stick to appointment times

A woman whose husband has young onset dementia found that he would struggle if the bank staff didn’t stick to their appointment time because he would get agitated quickly. 

2 Score
Voting closed
Comments 0
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Develop fingerprint/iris technology

With the difficulty of remembering passwords and pins ; can  fingerprint/iris technology be developed to identify account holders and therefore assist those living with dementia/ learning disability.

4 Score
Voting closed
Comments 2
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Vulnerable customers phoneline

Can't get through to someone who understands difficulties people affected by dementia face, which coupled with difficult security questions can be very challenging. Having a specific vulnerable customers phoneline would be very helpful

3 Score
Voting closed
Comments 2
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Visits to Bank

people with dementia report they usually use banking services by visiting in person. Obviously this is very difficult in lockdown and during tier restrictions. They report they value the help and support of staff. Many of these people are high risk category and could a time slot be allocated so they can visit as priority customers. Also, not first thing in morning as it too early with carer visits etc.

12 Score
Voting closed
Comments 2
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Banking App cash cards worked for us

Once I had got Lasting Power of Attourney registered for my father's bank accounts, (we were lucky to do it in time before he lost capacity) I was able to put in place a new cash card account that allowed him, and then later his carers, to carry out financial trasnsactions and remain independent for longer. I used a Monzo account (in my name), and provide the card to my father, and later his carers. The account was managed through an App on my phone that allowed me to see transactions in...

3 Score
Voting closed
Comments 0