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This incident has not compromised any data within Pay+ accounts and no financial data has been accessed.
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We’ve taken action on impacted accounts and have notified these customers directly; however, we recommend you always use a strong password to protect your Clubcard account and never use the same password on more than one account.
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The Office of Public Guardian has a support line who can be contacted if they have any concerns around how an attorney is acting. More details can be found at: gov.uk/report-concern-about-attorney-deputy.
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When our customer no longer has capacity, you are unable to spend on their credit card and increase any further borrowing. This is to protect both our customer and yourself as the attorney. If there is a nil balance on the credit card the account will be closed when the POA has been registered. If there is still a balance statements will be directed to the attorney to manage the existing debt and make payments.
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The following organisations can be contacted for advice and information to support you in your role as attorney and help you care for your loved ones.  Please find below the Office of Public Guardian information for regional areas: (England) Tel: 0300 456 0300* or www.publicguardian.gov.uk (Scotland) Tel: 01324 678398 or www.publicguardian-scotland.gov.uk (Northern Ireland) Tel: 028 9023 5111 or www.justice-ni.gov.uk/articles/information-enduring-powers-attorney-epa. Age UK ageuk.org.uk or call free on 0800 169 65 65* Mental Health Foundation mentalhealth.org.uk or call 020 7803 1101 MIND (National Association for Mental Health) mind.org.uk or call the advice line on 020 85192122 Citizens’ Advice Bureau citizensadvice.org.uk or call 08444 111 444* British Bankers’ Association bba.org.uk or call 02072168800 Alzheimer’s Society alzheimers.org.uk or call 0300 222 1122* Carer’s Trust carers.org.uk or call 0844 800 4361* Friends of the Elderly fote.org.uk or call 02077308263 The Stroke Association stroke.org.uk or call 0303 3033 100* Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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If you have registered as an attorney and our customer subsequently loses mental capacity and is unable to make decisions for themselves, what happens next will depend on the type of POA set up. Please contact us to discuss the next steps with you.
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Yes, we will still require all documents to be sent in to allow us to comply with the General Data Protection Regulation and confirm that the attorney/Deputy has the proper authority to close the account.
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Yes, sign in to your account as normal and follow the ‘reset password’ journey. Remember, it’s very important to use a secure password.
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Contact the relevant department relating to the product you wish to register your Power of Attorney/Order against: Savings – 0345 678 5678* Current Account - 0345 835 3353* Credit Cards – 0345 300 4278* Loans - 0345 600 6016* Important Note: Do not send documents to us until you have been advised which documents to send. Your request will then be passed to our specialist team who will make it easy for you by dealing with your registration & contact you regarding the documents that you are required to send us. Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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Attorney/Deputy can usually: Access the account over the phone where the attorney/deputy will be given their own security pin and questions to enable them to do this. Have a card for a savings or current account in the deputy’s / attorney’s own name. Sign cheques (the signature should be followed by ‘POA’). Have statements sent to the attorney’s address. (Statements can only go to one attorney’s address) Open new Savings & Current Accounts on behalf of the account holder. Close account on behalf of the account holder. Update address details. Add, remove and cancel standing orders and Direct Debits. Obtain information regarding our customer’s account/s. **Please note that depending on the type of access that has been granted under the Power of attorney/deputyship order, the attorney/deputy may not be able to do all these things** Once the account is set up, the Attorney/Deputy cannot: Manage the account online (access is available over the phone for all products) Open new credit card or loan accounts on behalf of our customer. Use their credit card to borrow more money. Continue to use any credit cards when our customer has lost capacity. We are unable to send statements to both our customer and their attorney.  If you choose to have more than one attorney, it’s important to consider whether you’d like them to act: Solely - this means they are the only person responsible for acting on behalf of the donor. Jointly – this means that the attorneys must all sign for transactions and make joint decisions and they cannot act independently of each other. All attorneys will need to write to us to carry out any transaction and they will not be able to manage your account via telephone or hold a debit card. Jointly and severally – this means the attorneys can make decisions on their own or with other attorneys, each attorney will have their own telephone security and debit card.
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