Natwest Bank - banking for someone who isn't online

[Chicchicchicchiclana]

My Mum is nearly 89 and is not going to convert to online now.

She has a tablet but can barely manage to send a basic email or do her online shopping on it (my brother or I nearly always have to help her with some stage of her shopping).

She wants to set up a monthly standing order for savings to her two grandchildren.

How can she do this? Can she not just send an old fashioned letter to her branch, would this work? She has phoned but finds it difficult to explain to me what happens after this - something about passcodes and I suspect the whole rigmarole is highly automated and depends on a lot of choosing options on her phone keypad from a menu.

Does anyone here work for the bank and know anything about their special provisions for exceptionally old and vulnerable customers?

Yes I imagine she could write to them to ask for standing orders to be set up.
Info required:

• Sort code and account number of her own account that the money has to come from
• sort codes and account numbers of the accounts the money is going to
• name on the receiving accounts
• amount
• start date of the payment and the date every payment has to be made on
• end date (not needed if the payment is not going to stop)

If there is more than one child then detail each standing order separately on the letter to save confusion.

Make sure the letter is signed as they should check the signature against the records held so they know it's the account holder that has written the letter.

Does she have a mobile phone? Maybe you could help set up online banking on that or her tablet. My mum uses an app for her bank now

Thanks for replying.

I would try and help her set it up on her phone or tablet but I doubt she would use it, tbh. As I said, she finds her Waitrose shopping difficult enough and can barely send a text message!

Also, I live 75 miles away from her and she is self isolating so can't do it at the moment anyway.