a young man is sat outdoors in his wheelchair with a blanket over his legs. his mother is stood behind him with an arm over his shoulders. his sister is knelt at his other side with a hand on his wheelchair. they are all smiling.
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Operational & Policy - FAQ's

What is the Family Access Policy?

We recognise the importance of working alongside family members when acting in the best interests of a client. However, we would also like to emphasise that our role does not equate to a requirement to share client information. We want to express our appreciation for those who respect and accept this fact.

Unfortunately, many clients come to us with a history of financial abuse, particularly from family members or carers. We aim to define clear boundaries regarding our role, and the levels of external involvement possible. This is simply to safeguard our clients and their finances.

However, when there are no apparent reasons for concern, we have developed a process through which key information can be shared. Trusted relatives can request access through our ‘Family Access Agreement’. Crucially, this enables the most efficient level of communication possible between parties.

Once this has been signed and returned to us, the individual in question is then able to create an account on our secure portal. This enables them access to the shared information we can provide, such as benefit letters, bank statements, and more. This information is also readily available via our smartphone app.

When an individual is authorised to have access to a client’s account, they are added to a ‘Circle of Care’. Alongside trusted carers and other relevant authorities, these parties have access to certain features on our specialised banking platform, Monika.

For further information, our secure portal can be accessed here.

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Appointeeship, Deputyship, Power of Attorney, Money Management, Banking, Families, Operational and Policy

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