How to be a good trusted friend

A guide to money conversations

There are many ways to help someone using Toucan. If you’ve already been invited to be a trusted friend, you were likely chosen because your support is great as it is.

We still recommend you both go through the following guide together to get the best out of using Toucan.

Trusted friend pledge

“I promise to look out for your alerts, and talk to you as soon as possible when I see them.”

How to support someone

Once your friend knows they have your support, establish some basic rules. This means making a plan for when an alert is sent, or in case of an emergency.

Use the templates below to start this conversation together.

Set expectations

The following is an example of how you can communicate your preferences when it comes to supporting someone. Use this as a starting point.

I will be your trusted friend for as long as you need me.
When I see an alert, I will reply within 24 hours.
When I reply, I will text you.
If I don’t hear back, I will call you.
I will reply evenings and weekends.
I can’t reply Monday to Friday work hours.

Talk about support

There’s lots of different ways to provide support. Here are some examples of how people have used Toucan.

I want to help you with out of control spending

This means I can
Set aside time to sit and chat
Help you make returns

But I probably won't
Loan you money
Give you money advice

I want to help you manage our household money.

This means I can
Help with meal planning
Help switch providers
Help make bill payments

But I probably won't
Plan your personal budgets

I want to help you when your health isn't great.

This means I can
Call and talk to companies you owe
Open your post
Call your GP or bank in a crisis
Take care of your bank accounts
Make payments using your money

But I probably won't
Loan you money
Give you money advice

In an emergency

Have you done everything expected of you?

Are you overwhelmed or need extra support?

Does your friend need help from their bank or GP?

If you answered yes to any of the above, and are worried your friend’s situation is not improving, we recommend the following.

1

Use our resorces

Encourage your friend to visit our emergency resources on our support page.

2

Ask them to reach out

Suggest your friend get in touch with their GP or bank, or help with this if you can.

3

Reach out to others

Reach out to others who can support your friend, like friends and family, where it's safe to do so.

4

Talk to someone

Get in touch with The Samaritans who can help advise you further on supporting your friend.

If your friend is in danger
speak to someone now

Call 999 if your friend is in immediate danger. You can ask to stay on the line while you wait for help to arrive.

You can also advise them to call Samaritans on 116 123, which is available 24 hours and free.

Common Questions

About Toucan

Toucan is an app that allows anyone to share the burden of managing money with someone they know and trust.
Toucan uses Open Banking to securely connect to a bank account, then sets up alerts around spending and balance. When Toucan spots something, we send a message to a trusted friend who can check in and provide support.
Open Banking was created by banks to allow their customers to share money data safely with other companies. It works in the same way you might use Facebook to log into a website, but instead you use your online banking details so another company can see your transactions and balance.
Currently we’re funded by “Open Banking for Good” by Nationwide, and are looking for similar grants and partnerships. We are not looking to charge our customers for Toucan any time soon.

Using the Toucan app

You can only connect one account, but we are working on supporting more soon.
Toucan fetches up to 12 months worth of transactions as well as your balance. Beyond this, we can’t access your money or move things around.
We can’t access your money or move it around.
Toucan does not store online banking logins or sensitive information. We do store up to 12 months worth of transaction data as well as your balance. We also store your account name, bank, and the last four digits of your account number e.g. Current Account, Nationwide, ****1234.
We support all major banks and some challenger banks. This includes RBS, NatWest, Ulster Bank, Lloyds, Bank of Scotland, Halifax, Barclays, Santander, HSBC, M&S, First Direct, Nationwide, Allied Irish Bank, Danske Bank, Monzo, and Starling.
There is no fee for using Toucan.
You can do this by following the instructions to reset your password on the login screen. If you want to change your password, log out and reset your password this way.
We’d be sad to see you go, but if you need to delete your account for any reason contact us on support@usetoucan.com

Your trusted friend

We have written a guide to money conversations, so your friend knows how to best provide support. We recommend you both use it as a starting point.
You don’t have to add anyone unless you feel comfortable. We highly recommend this step as Toucan works best with others, but you’re welcome to use our alerts in whichever way suits you.
Because removing a friend might in itself be a sign of distress, we currently let them know of any changes. If you feel someone is using Toucan to control you, follow our advice on reporting abuse.
Having disagreements is normal. Toucan recommends you follow up once things settle, and find some common ground. When you’re ready, have a discussion about whether you should use Toucan together and explore options.

You can find tips for having money conversations from the Money Advice Service
If you’re going on holiday or otherwise want Toucan to stop alerting you or your friend, talk to them first and let them know how long you’ll be unavailable for. You can disable any alerts in the app.
Toucan takes reports of abuse very seriously, and will help on a case by case basis. If you suspect someone is using Toucan to control, bully, or scam someone, please report it immediately.

We recommend that you do not engage with someone you suspect of harm directly. To report someone contact us on report@usetoucan.com

Becoming a trusted friend

You’ve been invited because someone trusts you to have money conversations. Toucan helps this by sending you alerts about your friend’s money, so you can check in and make sure they’re OK.
If you weren’t expecting this invite, you might feel overwhelmed at the idea of becoming someone’s trusted friend on Toucan. You can always decline, and we’ll handle this sensitively. Either way, we recommend you both talk before accepting or declining.
Toucan will let your friend know that you declined to become their ally. We’ll also give your friend some next steps, so they move on quickly. You shouldn’t hear from Toucan again afterwards.
You can always stop being someone’s trusted friend at any point. We recommend you let your friend know first, as we will notify them that you’ve withdrawn.

Supporting someone

We have written a guide to money conversations, so you know how to best provide support. We recommend you both use it as a starting point.
We recommend talking to who nominated you since they can remove you using the app. You can also contact us on support@usetoucan.com. If you feel someone is using Toucan to control you, follow our advice on reporting abuse
Having disagreements is normal. Toucan recommends you follow up once things settle, and find some common ground. When you’re ready, have a discussion about whether you should use Toucan together and explore options. You can find tips for having money conversations from the Money Advice Service
If you’re temporarily unable to be a trusted friend, the best thing to do is to talk with whoever nominated you and let them know how long you’ll be unavailable for. They’ll be able to temporarily disable any alerts for you from within the app.
Toucan takes reports of abuse very seriously, and will help on a case by case basis. If you suspect someone is using Toucan to control, bully, or scam someone, please report it immediately. We recommend that you do not engage with someone you suspect of harm directly. To report someone contact us on report@usetoucan.com

Still have questions?

If you can’t find what you’re looking for email us on support@usetoucan.com.

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