Bank of Ireland is seeking to create a space where banking and peace-of-mind come as standard.
Navigating personal finances can be challenging. For someone living with dementia, a simple visit to the bank can feel daunting: remembering a PIN, understanding a transaction, or feeling rushed at the counter. For someone experiencing financial abuse, even asking for help can carry risk. Bank of Ireland is introducing additional layers of support designed to help customers manage their money safely, independently and with dignity.
In an era dominated by digital banking and automated services, the bank has recognised that standard banking systems do not fit everyone’s life, and as such has developed a range of supports for customers who need extra help, such as specialist staff training and innovative account features to ensure that a secure, accessible, and compassionate financial environment is available for everyone.
An important part of Bank of Ireland’s inclusive approach has been its investment in frontline staff education. As an estimated 64,000 people in Ireland live with cognitive conditions like dementia, the bank has decided to deliver Dementia Awareness Training to all the teams in its branch network. The training was developed with the Alzheimer Society of Ireland to ensure it aligns with recognised best practice.
“At Bank of Ireland, we recognise that dementia affects thousands of individuals and families across Ireland,” Jane Kealy, Director of Group Customer Outcomes, says. “By listening to people living with dementia, their families and carers, and working closely with The Alzheimer Society of Ireland, we recognised an opportunity to better support customers and family members through practical banking measures, colleague training and greater awareness across our organisation.”
In practice, this means branches are equipped with team members who know how to communicate clearly, reduce environmental stressors, and offer extra time during transactions. For example, if a customer appears confused about a routine withdrawal or struggles to recognise their account details, staff are trained to support the customer through gentle guidance and patience.
All branches have also been recently stocked with “Speak Easy” Communication cards which use simple images, colour and phrases to help customers communicate common banking requests, making it easier for customers who may experience communication challenges.
“We are still in the early stages of this journey, but the response from our partners has been very positive,” Kealy continues. “The Alzheimer Society of Ireland has welcomed the progress we are making as a dementia-inclusive organisation and has recognised the importance of initiatives such as colleague training, awareness sessions, and visible signs of support across our branch network – such as the Dementia Understand Together symbol.”
As an extra layer of protection, Bank of Ireland offers customers the option to add a Trusted Contact Person (TCP) to their account. The customers can name someone they trust, such as a friend, family member, or professional, who the bank may contact in limited circumstances. For example, if the bank notices unusual activity on an account and cannot reach the account holder, they can reach out to the TCP.
It is important to note that a TCP has no access to the customer’s funds, cannot make transactions, and cannot act on the customer’s behalf. Instead, this arrangement bridges the gap between total autonomy and a formal legal arrangement such as a Power of Attorney, helping customers maintain their independence while providing an additional layer of reassurance when concerns arise.
Another critical aspect of supporting customers involves supporting the victims of financial abuse. A hallmark of domestic abuse, financial abuse tends to happen behind closed doors and can be difficult to spot and harder to talk about. For example, it may include someone being pressured to withdraw cash or being prevented from seeing or controlling their own money.
“Bank of Ireland has introduced new supports aimed at helping customers who may be experiencing financial abuse, reflecting a broader commitment to customer wellbeing and support for customers who need extra help” Orlaith Gildea, Head of the CPC 2025 Implementation Programme, says. “Through enhanced staff training and the development of dedicated channels for customers to disclose financial abuse safely, the bank aims to ensure customers feel understood, supported, and able to safely access appropriate assistance when engaging with the organisation.”
Supporting this is the bank’s new online form, available on its website, to enable customers to discreetly ask for the help and protection they need while experiencing any form of financial abuse. There, customers can let the bank know when suits to contact them, and the webpage has a ‘quick exit’ button to protect the safety of the customer.
Bank of Ireland also has a dedicated phone line for the reporting of financial abuse. This phone line connects customers to the bank’s specialist Extra Help team. “While still in the early stages of this journey, initial feedback has been encouraging,” Gildea says. “Staff have reported positive responses from customers who have engaged with the support, although the sensitive nature of financial abuse means protecting customer privacy remains a key priority.”
By training staff to spot red flags Bank of Ireland can intervene discreetly, offer resources, and help victims regain control of their financial lives. Through these combined efforts of specialised training, protective account features, and public awareness, the bank continues to build a safer, more supportive banking experience for those who need it most.
“Ultimately, our aim is to ensure customers feel safe, understood, respected, and supported, while helping them maintain their independence and continue banking in a way that works best for them.”
If you or someone close to you needs extra support with banking, visit the Extra Help Hub today. From practical guidance to accessibility tools, we’re here to make banking easier for everyone. Extra Help – Bank of Ireland.