Coronavirus support:

Post Office Card Account

Winter fuel payments will be paid between 9th November and 11th December to those customers who are eligible.


The amount varies depending on circumstances but will be between £100 and £300. If you have any questions about your winter fuel payment please contact 0800 731 0160

Coronavirus update | Find out the latest information on updates to our Card Account

 

Will payments into my account be delayed due to Coronavirus pandemic? No, payments into your account should be unaffected.

I am worried about going to the Post Office to collect my payments, can someone collect my money on my behalf? You should not give your card and PIN to somebody else to use. You can nominate someone you trust to become a Permanent Agent on your account this person will be given their own card and PIN to collect cash on your behalf. To nominate a Permanent Agent, please complete the ‘Permanent Agent access form’ (P6163), available from most Post Office branches.

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.

Please note: You can ask someone to take the form to the Post Office on your behalf as long as the form is complete and has been signed by yourself.

My local Post Office is closed and I need to collect my money – If your local branch is closed it will have a notice advising of the next nearest open branch. You can also use a Post Office ATM to withdraw cash from your POca. You can search for the nearest open branch using the branch finder on the Post Office website postoffice.co.uk/branch-finder

How quickly can I get a new card if mine is lost or stolen? First you must report your card is missing to the helpline on 0800 389 2101.

Once your card has been cancelled you will be asked to confirm the answers to some security questions these will be those you provided on your application form when you opened your account.

Once you have answered these correctly and as long as you know your valid PIN, you will be given a reference number to take to a Post Office branch together with some identification. This will allow you to get a new card issued over the counter immediately.

I have forgotten my PIN, how quickly can I get a new one? If you cannot remember your PIN you can be sent a new one in the post. To do this, please ring 03457 22 33 44. You will be asked to confirm the answers to some security questions, these will be those you provided on your application form when you opened your account.

The new PIN will be sent through the post and can take up to 4 working days, however this could be longer due to the exceptional circumstances.

If your PIN is blocked and you can now remember your PIN you can call the helpline 03457 22 33 44 and request a PIN unblock. You will be asked to confirm the answers to some security questions, these will be those you provided on your application form. Please note: a PIN can only be unblocked once following a PIN block.

I am having trouble getting through to the helpline for POca, is there another way of contacting them? It may be that the helpline is experiencing a heavier than usual number of calls. If your request is urgent please call back at different times of the day. If your enquiry is not urgent you may want to put you enquiry in writing to the following address:

Post Office card account
PO Box 567
Preston
PR1 2WX

I want to check my balance but the helpline is busy and I have not been able to get through - You can get the balance on your account in all branches and at Post Office branch ATMs.

Please note: When calling the helpline please have your card number, account number or national insurance number ready so we can locate your account. If you are calling on behalf of a third party please ensure the account holder is with you.

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

Request Form Number
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

Post Office card account (POca) is a service provided by Post Office Limited on behalf of the Department for Work and Pensions (DWP).

DWP and other government departments are implementing a conversion campaign to encourage POca customers to convert to an alternative account to receive payment of pensions, benefits and tax credits. You are likely to receive a letter during the next 12 months asking for your bank account details or providing information on where to go for advice on opening an account. Many of our customers have already received a letter and converted to a bank account and are continuing to visit their Post Office branch to withdraw their money.

Do you already have an alternative account?

Yes
If you already have another account which you are able to receive payments into, then you will easily be able to switch those payments into that account. Simply call the DWP helpline on 0800 085 7133 (textphone 0800 085 7146). You will be asked to provide your bank account number and sort code, so please have these ready when you call.

No
There are many different types of account which are suitable for receiving pensions, benefits and tax credits. You will be able to find detailed information on the different types of account available to you and the identity document requirements on the Money Advice Service website (www.moneyadviceservice.org.uk/en) or call them on 0800 138 7777

You can still continue to collect your payments from the Post Office

Almost all UK bank accounts are already accessible in your local Post Office, allowing you to withdraw cash and check your balance from your regular Post Office branch, as well as deposit cash and cheques. To check which accounts are accessible at the Post Office and for more information on this please click here www.postoffice.co.uk/everydaybanking

Closing your Post Office card account

Once you have provided your new or alternative bank account details to the DWP, you will start to receive your payments into that account. If you receive more than one type of payment, it is important that you check that all your payments are now being received into your new account.

Once you are satisfied that all your payments are now being received into your new account, it is important that you close your POca account so that we can transfer any remaining balance from your POca account to your new bank account.

To close your Post Office card account please pick up an account closure form, P6703, from your local Post Office (a small number of our branches may not hold or accept forms), or call the contact centre 0345 722 3344 to have a form sent to you. Complete the form and take it to a Post Office branch where we will check the details and forward it for processing. It is important that you complete and submit this form. The account closure process can take up to 10 working days. Upon closing your account balance will be transferred to your nominated account

Advice

If you need further advice about your payment options please call DWP on 0800 085 7133 (textphone 0800 085 7146).

Information for Existing Customers

How to nominate a helper
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

Request Form Number
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

Important information – Post Office card account (POca) is changing

Post Office card account is a product provided by Post Office Limited on behalf of the Department of Work and Pensions (DWP).

DWP do not intend to extend the current POca contract past 2021. This means  after this date you will no longer be able to receive your pensions, benefits or tax credits into your POca. Post Office and the various government departments (who pay your benefits and pensions) will be writing to you over the next 2 years to inform you of this change.

To ensure that your payments can continue to be paid, you will be required to take one of the actions detailed below:

Do you have an alternative account?

Yes

If you already have another bank account which you are able to receive payments into, then you will easily be able to switch those payments into that account. You can switch your payment to a different account via the DWP helpline on 0800 085 7133 (textphone 0800 085 7146). They will ask for your bank account number and sort code, so please have these ready when you call.

No

There are many different types of account which are suitable for receiving pensions, benefits and tax credits. You will be able to find detailed information on the different types of account available to you and the Identity document requirements on the Money Advice Service website (https://www.moneyadviceservice.org.uk/en).

What if you are unable to open a bank, building society or credit union account?

DWP are aware that not all POca customers will be able to open or manage a bank, building society or credit union account. For those customers, DWP will be providing a replacement product. There will be an option for the most vulnerable who cannot open another account to keep their POca until DWP have a new replacement service in place. At this point in time we do not have any details of the replacement product, this will be communicated as soon as possible.

You can still continue to collect your payments from the Post Office

Almost all UK bank accounts are already accessible in your local Post Office. You will still be able to withdraw your cash from your regular Post Office branch, as well as deposit cash and cheques.  To check which accounts are accessible at the Post Office and for more information on Everyday Banking please click here www.postoffice.co.uk/everydaybanking

What are my options and next steps?

To transfer your pension, benefit or tax credit payments please phone the DWP helpline on 0800 085 7133 (textphone 0800 085 7146). They will ask for your bank account number and sort code, so please have these ready when you call.

To close your account please pick up an account closure form, P6703, from your local Post Office (a small number of our branches may not hold or accept forms), or call the contact centre 0345 722 3344 to have a form sent to you. Complete the form and take it to a Post Office branch who will check the details and forward it for processing. The account closure process can take up to 10 working days. Upon closing your account balance will be transferred to your nominated account

Do I have to close my POca?

 Yes, POca will be closing - therefore if you are able to open an account or already have an account you will need to take action.  For those customers who are not able to open an account, there will be a replacement product.

Will POca be replaced after 2021?

DWP will be providing a replacement product for POca . This will be designed for a smaller and more specific number of customers. Post Office plans to bid for any replacement product so that customers can continue to be served in a Post office. In addition, customers who convert from POca onto a mainstream bank account can continue to withdraw cash in their local post office through our Everyday Banking products. Find out more about  Everyday Banking www.postoffice.co.uk/everydaybanking

Why is the Post Office card account (POca) service closing?

Post Office is contracted to provide POca on behalf of the Department for Work and Pensions (DWP). This contract is due to expire in November 2021 and DWP do not intend to extend the contract beyond this date. There will be a new service for customers who are unable to open or manage a bank account. Details of this new service will be provided by DWP before November 2021.  

When is the POca service closing?

DWP does not intend to extend the current POca contract past November 2021. This means that after this date you will no longer be able to receive your pensions, benefits or tax credits into your POca.

What are my options and next steps?

Switch payments to your bank, building society or credit union account

If you already have a bank, building society or credit union account: You can arrange for  your pension, benefit or tax credits  to be paid in your account. To do this you can call  the DWP helpline on 0800 085 7133 (textphone 0800 085 7146). They will ask for your bank, building society or credit union account number and sort code so please have these ready when you call.

Open a new bank, building society or credit union account

If you don’t have a bank, building society or credit union account at the moment: there are many different types of accounts that pensions, benefits or tax credits can be paid into. You can find impartial advice on these different types of accounts and how to apply through the Money Advice Service website at www.moneyadviceservice.org.uk or by calling them on 0800 138 7777. Once your new account is open you can switch your payment using the helpline on 0800 085 7133.

Unable to open a bank, building society or credit union account

If you cannot access a bank, building society or credit union account: you don’t need to do anything at the moment - the government is planning to replace the Post Office card account with a new service and Post Office will support you with transferring your account before November 2021. The replacement service will only be available for people who are unable to use or open a different account. If you already have a bank account or could open one, you will need to start using that account instead.

What is the new (replacement) service and will it be available at Post Office?

There are currently no details of the new (replacement) service. Once DWP has released the details Post Office will be bidding for this service.

What if I cannot open or manage a different account?

If you cannot access a bank, building society or credit union account you don’t need to do anything at the moment - the government is planning to replace the Post Office card account with a new service and Post Office will support you with transferring your account before November 2021. The new replacement service will only be available for people who are unable to use or open a different account. If you already have a bank, building society or credit union account or could open one, you will need to start using that account instead.

How do I close my Post Office Card Account?

You can pick up an account closure form, P6703, from your local Post Office, or call the contact centre 0345 722 3344 to have a form sent to you. Complete the form and take it to a Post Office branch Office (a small number of our branches may not hold or accept forms) who will check the details and forward it for processing. The account closure process can take up to 10 working days. Upon closing your account balances will be transferred to your nominated account.

Can I still get my payments at the Post Office?

Yes, almost all UK banks can be accessed at any of our 11,500 branches, where you will be able to withdraw money, pay in cheques and cash as well as check your balance.

What happens if I do nothing?

POca will be closing, so if you can open an account or already have an account you will need to take action and start using that account instead. If you could use an alternate account you already have or could open an alternate account, but you don’t do anything,  you are at risk of not receiving your payments after POca closes. If you cannot open an account, there will be a replacement product and Post Office will help you move to the new product before November 2021.

Who do I contact if I want to speak to someone?

If you have any questions  regarding switching your payments please contact the Department for Work and Pensions helpline on 0800 085 7133 (textphone 0800 085 7146). For general enquiries please call - 0345 722 3344.

Post Office card account (POca) is a service provided by Post Office Limited on behalf of the Department for Work and Pensions (DWP).

DWP and other government departments are implementing a conversion campaign to encourage POca customers to convert to an alternative account to receive payment of pensions, benefits and tax credits. You are likely to receive a letter during the next 12 months asking for your bank account details or providing information on where to go for advice on opening an account. Many of our customers have already received a letter and converted to a bank account and are continuing to visit their Post Office branch to withdraw their money.

Do you already have an alternative account?

Yes
If you already have another account which you are able to receive payments into, then you will easily be able to switch those payments into that account. Simply call the DWP helpline on 0800 085 7133 (textphone 0800 085 7146). You will be asked to provide your bank account number and sort code, so please have these ready when you call.

No
There are many different types of account which are suitable for receiving pensions, benefits and tax credits. You will be able to find detailed information on the different types of account available to you and the identity document requirements on the Money Advice Service website (www.moneyadviceservice.org.uk/en) or call them on 0800 138 7777

You can still continue to collect your payments from the Post Office

Almost all UK bank accounts are already accessible in your local Post Office, allowing you to withdraw cash and check your balance from your regular Post Office branch, as well as deposit cash and cheques. To check which accounts are accessible at the Post Office and for more information on this please click here www.postoffice.co.uk/everydaybanking

Closing your Post Office card account

Once you have provided your new or alternative bank account details to the DWP, you will start to receive your payments into that account. If you receive more than one type of payment, it is important that you check that all your payments are now being received into your new account.

Once you are satisfied that all your payments are now being received into your new account, it is important that you close your POca account so that we can transfer any remaining balance from your POca account to your new bank account.

To close your Post Office card account please pick up an account closure form, P6703, from your local Post Office (a small number of our branches may not hold or accept forms), or call the contact centre 0345 722 3344 to have a form sent to you. Complete the form and take it to a Post Office branch where we will check the details and forward it for processing. It is important that you complete and submit this form. The account closure process can take up to 10 working days. Upon closing your account balance will be transferred to your nominated account

Advice

If you need further advice about your payment options please call DWP on 0800 085 7133 (textphone 0800 085 7146).

For more information about Pensions, benefits or tax credits visit the GOV.UK website

Read or FAQs

Post Office Card Account terms and conditions (PDF 166Kb) Post Office Card Account Privacy Notice (PDF 621Kb)

Can we help?

For general enquiries call:

0345 722 3344 8:15am-6pm, Mon-Fri
8:30am-7:15pm, Sat
Closed Sun

Or Typetalk:

0345 722 3355

Or use your card account in branch