A message about Post Office access to cash services for Financial Institutions and Department for Work and Pensions (DWP) Post Office card account (POca) customers

Accelerated POca Nominated Agent Service
An accelerated, telephone-based, nominated agent process for POca customers who are not able to leave home is now open and taking applications. This new service allows any POca customer who is having trouble accessing their money to arrange for a nominated agent to collect cash from a Post Office branch on their behalf. To request this service, customers should ring the POca helpline (0345 722 3344).

POca Cash Direct Service
The Post Office has launched a home cash delivery service on behalf of the DWP. This has been launched by the DWP for customers in England who are shielding. The DWP are writing direct to the customers who they have identified as being particularly vulnerable to make them aware of the new service. Once the Post Office has been notified by DWP, money will be sent directly from the cash centre to the customer’s home, arriving by 9pm the following day using Royal Mail Special Delivery. This service is secure and quick, and will enable those who are most vulnerable to access the cash they need, while avoiding the need to leave their home. This service is available to any Government department and the Post Office is in discussion with all the UK high street banks/ building societies who may also have vulnerable customers that could benefit.

Payout Now and Fast PACE
The above new services for POca customers, are in addition to the two services already made available to all banks, building societies, and credit unions. “Payout Now”, a one-time use voucher system sent via text, email or letter, and “Fast PACE”, a third party cheque encashment service. These services enable those unable to leave home to withdraw cash quickly from their normal bank accounts through any local Post Office branch, with the help of a friend, family member, carer or local support worker.