Mental health

Spotting the signs

• you're avoiding money matters like opening bills or checking your bank account 
• your sleep is disturbed because you’re thinking about your finances 
• feeling low and anxious, or like there’s no way forward due to your financial situation 
• money is encroaching on your social life and relationships, making you feel lonely and isolated 
• you feel guilty about spending money or ashamed asking for help 
• you find it difficult not to overspend and buy things you know you don’t need 

Recognising the feelings you have around money might help you to spot patterns in your behaviour and feel more in control. It can help you to change your relationship with money.

How we can help

If your mental health is affecting the way you manage your account, there is a range of support we can offer. For example: 

• options to be contacted by email or by letter if you find phone calls difficult 
• giving you more time to respond or complete tasks when we're communicating with you 
• a range of adjustments if we're meeting with you in person (for example if you have a financial adviser)  
• support setting up a Power of Attorney 

If you think you might need help with making decisions, now or in the future, then you can set up a Power of Attorney to help you get control of your spending and finances. You’ll still be able to make decisions but this will act as an insurance so you know, if needed, they can step in and support. See our Power of Attorney page for more details. 

How to tell us about your needs

Complete our form online 

Log in to your account to complete our two-page form.  
 
Page one will allow you to select your support options. Page two will ask you to tell us more about your personal circumstances.

Call our helpdesk

If you do not have an online account or prefer to talk to someone directly, call our Helpdesk.

0117 321 4175

Line Open

SpaceX IPO extended opening hours

Monday 8 June	8am-6pm
Tuesday 9 June	8am-6pm
Wednesday 10 June	8am-Midnight
Thursday 11 June	8am-5pm
Friday 12 June	8am-9pm
Saturday 13 June	9.30-3.30pm

Normal opening hours resume from 14 June 2026.

• Monday to Friday: 8am-5pm
• Saturday: 9:30am-12:30pm
• Sunday: Closed

What to expect when you tell us about your needs

• The information you give us will go to our specialist team. They'll use it to look at the ways we can support you. 
• We'll add your notes to our records, so you won't need to tell us again. 
• You can ask us to update or remove this information at any time. 
• The information is kept on your client record and is confidential. It cannot be seen by anyone other than approved HL staff. 
• We won't usually need to, but if you complete the form online and we have questions about your circumstances or believe we might be able to offer you more support, our specialist team may contact you. If you’d rather we did not contact you, call us at a time that suits you to speak to us directly. 

Organisations that can offer support

There is lots of help available to offer you support. We’ve listed a few organisations that are leading in this area and have a wealth of experience they can share with you.