Information for Existing Customers
How to nominate a helper
If you can’t get to a Post Office branch or a Post Office ATM on a regular basis, you can nominate a helper known as a permanent agent to have access to your account. Ensure this is someone you trust completely as they will have full access to your account with their own card and PIN. To do this complete a permanent agent access form P6163 available at your local Post Office* or by calling the POca helpline on 03457 22 33 44. To keep your account safe, only one helper can have access at any one time and they must be at least 16 years old. A permanent agent will not be able to administer your account, if you need someone to do this you may want to consider taking out a Power of Attorney and then follow the steps below.
We are now able to accept nominations for a permanent agent over the phone, to apply please call 03457 22 33 44, please ensure you have the full name and date of birth of the person you wish to add to your account. We will ask you some security questions once you have passed these we will be able to send you a letter to give to your agent which will allow them to pick up their card at the nearest Post Office, you will also receive a PIN for your agent. You and your agent are both required to sign and date the letter before it is taken to the Post Office, your agent will be required to provide ID.
Power Of Attorney /Court of Protection
If you have Power of Attorney or Court of Protection that you wish to register against an account, please forward a copy to: Post Office card account, PO Box 567, Preston, PR1 2WX. Original documents will be returned. Once a Power of Attorney or Court of Protection has been registered you will be able to administer the account by putting your requests in writing.
How to close your account
Complete an account closure form, P6703, available at your local Post Office* or by calling the POca helpline on 03457 22 33 44. Complete the form and take it to your local Post Office branch* who will check the details and forward it for processing, the account closure process can take up to 10 working days.
How to close an account for a third party
Complete a third party account closure form, P6702, available at your local Post Office* or by calling the POca helpline on 03457 22 33 44. In all instances the third party named on the form will need to provide 2 x Identity documents and the relevant documents listed on the form.
If you are the executor claiming a deceased’s estate you will also need to supply a copy of the death certificate. A copy of the deceased’s will could help to avoid any delays. If the deceased’s account has more than £10,000 in the account then a Grant of Probate or Confirmation will be required. The account closure process can take up to 10 working days.
Damaged Card – If you have a damaged card and the long number is still readable, please visit any Post Office branch with ID where they will replace your card there and then.
Change your PIN – You can change your PIN in any Post Office, just ask the member of staff
Account Statements – Statements are sent out monthly to all customers who have had a transaction in the previous month. You can also request a statement at any time by calling 03457 22 33 44
Lost or stolen cards – If your card is lost or stolen please report it immediately on 0800 389 2101, this line is open 24 hours 7 days a week.
This line cannot accept general enquiry calls, if you have a general enquiry please call 03457 22 33 44.
To assist you, a table of the relevant forms with their appropriate numbers is listed below. Your local Post Office*will be also able to help you in locating the right form for your purposes.
*A small number of our branches may not hold or accept forms
|Closure of account by account holder||P6703|
|Closure of account by third party||P6702|
|Add a trsuted helper to an existing account (Permanent Agent)||P6163|
|Change of name and or address||P6166|
Post Office card account is offered by J.P Morgan Europe Ltd