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Halifax - Grantham branch

Halifax bank, part of the Lloyds banking group, has branches across the country, to complement the online and mobile banking services provided 24/7.

4 January 2017
East Midlands
Local Alliances:
South West Lincolnshire Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

Local role: Halifax wants to support those suffering from dementia and provide assistance/remove barriers for those who care for dementia sufferers. The key elements the local branch wants to implement are as follows:

1) Train all colleagues to recognise the signs whereby a customer may need additional support and be prepared to take appropriate action.

2) Identify those who may be vulnerable and protect these people from financial abuse.

3) Offer suitable alternatives to standard practices: use of chip and signature cards, offer signature embossed stamps, use sensible discretion with standard security procedures

4) Liaise with local social services to validate carer credentials.

5) Take the time to listen, be patient and show empathy to sufferers and carers.

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

An in depth understanding of the nature of dementia is not essential but being able to identify those with the condition is. I hope to invite a local representative from DAA to conduct training for this skill in the near future.

Building upon this, I hope my colleagues feel sufficient autonomy to spend sufficient time with dementia sufferers and not be constrained by other demands.

Member website


2. Actions

  • Identify those who need our help

    Improve colleague knowledge to enable them to identify those who may have dementia and take appropriate action to support them in daily banking needs, thus protecting those who are financially vulnerable.

    I am enlisting the support of a local DAA member to offer specific training to the team.

  • Provide alternative methods of secure banking

    Standard use of PINs are not always the most appropriate method for those with dementia. As a bank responsible for customers money, we need to maintain security but in an adaptive manner. The use of CHIP and SIGNATURE cards and personalised stamps for signatures can be implemented quickly and to provide independence and assurance for the customer.

  • Support for carers of people diagnosed with dementia.

    Carers provide such an important role but can often feel subjected to intolerable amounts of scrutiny. At Halifax, we want to treat them with all due dignity and respect and support them, to support others.

     Branch management will introduce themselves to each carer and provide a contact name and point of reference, so, should they need a private room or need to discuss their needs, we will work with them and with the local social services team and remove unnecessary barriers.