If you have a damaged card and the long number is still readable, please visit any Post Office branch with your ID where they will replace your card there and then.

You can change your PIN in any Post Office. Just ask a member of staff

It is important that you inform us when you change your address, so that we can continue to send statements to you and other important information. You can update your address by calling us on 03457 22 33 44 or completing a change of address form which is available from your local branch.

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

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.

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. It’s important that this is someone you trust completely as they will have access to your account with their own card and PIN. To do this, complete a permanent agent access form (P6163) which is 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.

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.

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* where  the details will be checked and it will be forwarded  for processing. The account closure process can take up to 10 working days.

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 forms of identity and the relevant documents listed on the form.

If you are an 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 delays. If the deceased 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.

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.