My mother and I spoke with Andrew in Dunfermline (from the dedicated Accessability team) on the 1st and 2nd Sept 2023. Andrew guided us through switching account details to my mother's name after my father's death. He did so clearly, thoroughly and with patience and sensitivity. He gave us a lot of his time, answered all of our questions and left us with a better understanding of what we were signed up for and what steps to take next. He made the effort to call us back directly on a Saturday when he was working and even called several times when he couldn't get through initially. His calm and methodical approach helped us to navigate and resolve a tricky issue and we are very grateful to him for that.