Once your benefit or pension payments have been moved to another bank, building society or credit union account, or to the replacement voucher service, you will need to close your Post Office card account.

You can close your account completing an account closure form, these are available from your local Post Office*  or from the POca helpline  on 0345 722 33 44.

It is important that you do not leave any money in your Post Office card account. Please either withdraw your money using your card before closing your account or speak to the POca helpline on 0345 722 33 44 and ask us about your other options for receiving any money remaining in your Post Office card account.

If you do not close your Post Office card account yourself, we will automatically close it for you and will write to you to let you know the date that it will close.  It is important though that you do not leave any money in your Post Office card account and so you should either withdraw your money using your card before we close your account or speak to the  POca helpline on 0345 722 33 44 and ask us about your other options for receiving any money remaining in your Post Office card account.

If you already have an existing bank, credit union or building society account you can move your payments easily and continue to use your local Post Office to access your money by:​

- Calling the freephone number 0800 085 7133 ​

- Filling in the form sent with your DWP letter and using the postage paid envelope provided to return the form.

Post Office and the Department for Work and Pensions will NEVER ask for your PIN or any passwords associated with your bank account. If you call 0800 085 7133 or fill in the payment moving form you will only be asked for the details required by DWP to make your payment into a different account (account name, sort code and account number). ​

If you do not have an existing bank, credit union or building society account, and you do not want to be moved to the Payment Exception service, you will need to open one. You can find information about which account is right for you through the Money Advice Service on 0800 138 7777. Or you can visit their website at

https://www.moneyadviceservice.org.uk/en/articles/how-to-choose-the-right-bank-account

There are lots of bank accounts available and you can find impartial advice about how to apply through the Money Advice Service.​

You can call Money Advice Service on 0800 138 7777 or you can visit their website at ​

https://www.moneyadviceservice.org.uk/en/articles/how-to-choose-the-right-bank-account​

Once your new account is open, you can then switch your payments quickly and easily using the helpline on 0800 085 7133.

Post Office is here to support you. Once you have moved your payments​ there is no need to go anywhere else to access your money. ​

You can access almost all UK bank, credit union and building society​ accounts in your local Post Office. This means you can continue to go​ to your local Post Office to withdraw cash, deposit cash, cash cheques​ and make balance enquiries.​

You can find more information about the Post Office banking services here:

https://www.postoffice.co.uk/everydaybanking​

A permanent agent is someone who has their own card and PIN on someone else’s POca account. This allows the permanent agent to withdraw cash on the account holder’s behalf, but it doesn’t give any other permissions on the account.​

If the person you are helping will continue to need your assistance after switching their pension or benefit payments to another bank, building society or credit union account, then you will need to contact the other bank, building society or credit union to find out what arrangements they have in place.

Once you are satisfied that the person you are helping has an account that meets their requirements, you can call the DWP on 0800 085 7133 to notify them of their new account details. Alternatively, you and the person you assist can complete the form that may have already been sent or will be sent over the next few months.​

If opening a suitable account is not possible, there will be a Payment Exception Service. This will be in the form of vouchers. More information about the voucher service will be provided by DWP when the details are available.​

If you are a third party who has legal powers for the account holder and he/she already has an alternative account able to accept direct payments, you will be able to pass these account details to DWP by calling 0800 085 7133. Alternatively, you can complete the form that may have already been sent to the account holder or will be sent during the next few months. There is a separate section on the form specifically for those who have legal powers to act on behalf of the account holder.​

​The free phone number to call and notify of an alternative account for payment is 0800 085 7133​.

If the person you have legal powers for does not have an alternative account, you will be able to set up an account on their behalf. For impartial advice on how to choose the right account take a look at the money advice service website or call them on 0800 138 7777 ​

https://www.moneyadviceservice.org.uk/en/articles/how-to-choose-the-right-bank-account​

If opening an account is not possible, there will be an alternative method of receiving payments. This will be by a voucher. More information about the voucher service will be provided by DWP as soon as they are available.​

It is important that you do not any leave any money in your Post Office card account. Please either withdraw all your money using your card; collect and complete an account closure form from your local Post Office* or speak to the POca helpline on 0345 722 33

For any queries relating to the closure of your Post Office card account, please call 03457 22 33 44.​

Once your account is closed you will receive a closing statement. 

*A small number of our branches may not hold or accept forms