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Support for your needs
Memory, concentration and understanding information can be difficult for different reasons. Whatever you're experiencing, we're here to help make conversations easier.
Making things easier, every step of the way
If memory or concentration is affecting you, let us know. We can adapt how we communicate to make conversations easier.
When you contact us
Tell us what you find difficult or what would help you feel more comfortable.
When we talk things through
We'll listen carefully, use clear language and check that things make sense.
When you need further help
We can explain where to find specialist information and independent support.
Support that works for you
When you speak with Key, you can:
Ask us to slow down, repeat or explain something again
Request information in writing to refer back to
Take a break or arrange to continue another time
Someone you trust, by your side
You can involve a family member, friend or someone you trust when speaking with us. They can help you feel more comfortable and ask questions. We'll explain things in ways that work for you and discuss additional support if needed.
Need extra support?
If remembering or understanding information feels difficult, tell us what would make things easier.
Ask us for supportMaking informed decisions
Memory difficulties don't necessarily mean you can't make your own decisions. If additional safeguards are needed, we'll discuss these with you. This may include considering whether a capacity assessment is appropriate or whether someone has legal authority, such as a Lasting Power of Attorney, to act on your behalf.
Helpful resources and guidance
Find information and practical support for memory difficulties, dementia and those supporting someone else.
Helpful resources from Key
Understanding dementia matters
Memory and concentration difficulties can make conversations harder. Our teams are trained to recognise when extra help may be needed, with guidance from our vulnerability champions. Dementia Friends also helps us build awareness and understanding of dementia.
Find out more about Key and our peopleHonest | Personal | Trusted
Our values shape how we support you, especially when remembering or understanding information feels difficult.
Dementia and memory support frequently asked questions
No. If memory, concentration or understanding information is difficult, you can tell us at any stage. You don't need a diagnosis to ask for extra support.
Tell us what would help. You can ask for information in writing, explanations to be repeated or more time to think things through.
Yes. You can ask to involve a family member, friend or someone you trust. We'll explain how they can take part while making sure your wishes remain central.
You can tell us you need more time. You shouldn't feel rushed into a decision about your money or home.
We understand that supporting someone can be challenging. You can help them contact us or join a conversation if they wish. We'll continue to listen to the customer, respect their choices and explain what support may be available. If you need to make decisions on their behalf, we may need to confirm your legal authority.
We're here to help
Whether you're experiencing memory difficulties or supporting someone else, we'll listen, understand what you need and help make things easier.
Ask us for support
Page last updated: Tuesday 27 October 2026