Our research has found that many people who need help to make payments due to disability, illness or mobility challenges, admit putting themselves at risk by sharing their card and PIN. 

But more than half of those surveyed weren’t aware of the secure alternatives to sharing their card and PIN. To help them, a Pay Your Way consumer advice guide explains the payment options that can ensure people stay in control of their financial affairs. It’s particularly useful for those with restricted mobility who may find visiting their bank or cash machine difficult. 

At industry level, work has focused on helping bank staff understand why someone may need assistance to make payments, how their organisation can support these customers by suggesting suitable alternatives to meet the customer’s needs, and how to meet these needs when creating products and services.  

Working with partners

We are working with several important stakeholders to help raise awareness of the secure payment options available to those who need assistance. Prominent organisations such as Citizens Advice, Age UK, RNIB, SCOPE, Action on Elder Abuse, Macmillan Cancer Support and the National Pensioners’ Convention have helped us to share our advice with their relevant groups, and have contributed to our industry guidance for banks and building societies supporting the needs of customers who may wish to delegate payments. 

Gary Fitzgerald, Chief Executive of Action on Elder Abuse said: 

"We know that managing finances can be difficult for people who can't get out and about easily, which is why some people are resorting to sharing their card and PIN. The information in this advice guide is really important as it reminds consumers with mobility challenges of the safe options to make payments, making them less vulnerable to fraud."

Dot Gibson, General Secretary, National Pensioners Convention said:
“A key concern for our members is being able to control their financial affairs. This consumer advice guide helps anyone needing assistance to make payments, to consider fully all the options at their disposal. Some of these alternatives, may even make it easier for people who are currently struggling to get to and from their bank to manage their payments independently.”

For more consumer information on making payments safely with assistance, visit Payments UK’s consumer education website www.payyourway.org.uk or email questions@paymentsuk.org.uk.