Coronavirus: help and support
We’re here to support you if you have been affected by coronavirus (COVID-19)
Help managing your money
We’re here to support you if you have been affected by coronavirus. If you’re going to struggle to make your monthly payment, you may want to consider a payment holiday.
A payment holiday is subject to approval. If accepted, you won’t need to make the usual repayments for up to 3 months, this could be a reduced amount or a full payment break. Talk to us if you need more guidance. Payment holidays may not be suitable for everyone. The amount you owe will go up as you will pay more interest overall.
We offer payment holidays on:
During your payment holiday, we’ll still add interest to your mortgage. At the end of the payment holiday, the amount you pay each month will go up, this is to cover the payments and interest charges you’ll miss while you take a break. Learn more about payment holidays for your Halifax Mortgage including how to apply online.
- Credit cards
If your payment is due now and you can’t make the minimum payment, we won't charge a late payment fee or remove any promotional interest rates in the short term. If you need more support, our support tool will help you decide which option is best for you and your needs.’
If your income has been affected by coronavirus in any way, our support tool will help you to decide which option is best for you and your needs. And if you need our support we’ll always be on hand to help and make sure that you understand the longer-term impact on your loan.
- Car finance
At the end of the payment holiday we will work out how much extra you need to pay, based on the interest rate shown in your agreement. This means you will pay more as you take longer to pay back the amount you borrowed. We will add this amount to your agreement. To request a payment holiday log into your online car finance account and follow the instructions. Find out more.
- Home Insurance
Please contact us on 0345 122 1511 or go to our home insurance page to discuss how we can best help you, for example by offering a payment holiday or reviewing your level of cover.
End of your payment holiday
You may be coming close to the end of your payment holiday period. Remember you don’t need to contact us, we’ll be in touch before your current payment holiday ends on how we can help.
If you’re in a position to restart your payments after your break, we strongly recommend you do so to keep the amount of interest you pay as low as possible. If you are worried about being able to restart your full payments, there are ways we can help.
Our support tool helps you explore your options at the end of your mortgage, credit card or loan payment holiday.
Find our more about your Car finance options.
Payment Protection Insurance
If you have Payment Protection Insurance you may be able to claim under your policy if you’re unable to work due to sickness or unemployment. Visit our Payment Protection Insurance page for details.
If you need access to your savings held in a fixed term account, we will be waiving the charge.
To action this we will need to close your account down and all funds in the account will be transferred to an alternative account.
For when it comes to Junior Cash ISAs, all money paid into the account belongs to the child and can't be returned, therefore we are not able to allow access to these accounts.
Also, money held in Family Boost Fixed Savings Accounts cannot be accessed whilst it is being held as security against a Family Boost Mortgage.
To access your savings please call us and we will arrange for your money to be moved into an account of your choice.
Changes to the temporary interest-free amount on arranged overdrafts from 10th July 2020
The temporary interest-free amount for arranged overdrafts on personal current accounts has ended.
Between 9th April and 9th July 2020, up to the first £500 of an arranged overdraft was interest-free. If your arranged overdraft limit is lower than this amount, all of it was interest-free.
Now this has ended, you will pay interest when you use your arranged overdraft, unless your account has a standard interest-free amount and you stay within this. You can find the standard interest-free amounts for each of our accounts and check what you’ll pay here.
Further support for your personal current account
We are here to support our customers during the impact of coronavirus and if you are going to struggle we are still here to help. It might be that you have or expect to have a temporary loss or reduction in income for you or other members of your household because of coronavirus. If so, up to 31st October 2020, you can ask to have the temporary interest-free amount of up to £500 for a further 3 months on your personal current account arranged overdraft.
To ask for a further temporary 3-month period of up to £500 interest-free on your arranged overdraft, please apply here on or before 31st October 2020. If you need further support, or help with completing this form, then please contact us.
In addition to the interest-free amount, if you have an arranged overdraft limit of more than £500 on your personal current account we may be able to offer further support for your borrowing. If your application for the interest-free amount is successful and we can see that you are eligible, we will get back in touch with you with more information.
Overdraft limit increase
If you need to increase your existing arranged overdraft limit, you don’t need to call us – you can apply online.
- Using our Mobile Banking app, select ‘Overdraft’ from your bank account menu and follow the on-screen instructions.
- Using Online Banking, just sign in and select ‘More actions’ on the bank account that you have the arranged overdraft set up on. Then select ‘Overdraft’ and follow the on-screen instructions.
Please find more information about our Online Banking or help on signing up.
Apply for an arranged overdraft
If you want to apply for an overdraft, you can do this online.
- Using our Mobile Banking app, select ‘Overdraft’ from your bank account menu and follow the on-screen instructions.
- Using Online Banking, select ‘Our products and services’, then ‘Overdraft’ and follow the on-screen instructions.
Bank securely from home
Helping our customers stay digitally connected
How our services are affected
To protect you and our colleagues, we’ve put social distancing measures in place in our branches so you can bank with us safely. When you visit, we may ask you to wait outside if it’s busy. Things may take a little more time, but we’ll help you as quickly as we can, so please bear with us.
We’re keeping as many branches open as we can but, in some cases, we may have to temporarily close a branch.
We’ve made some changes to our opening hours and services we’re currently providing. Most of our branches are now open between 9.30am and 3.30pm Monday to Friday. To find out if your local branch is open and when please check our branch locator.
You can also do your everyday banking at your local Post Office.
You can check your balance, make withdrawals and pay cash or cheques into your current account at Post Office counters. Make sure you check their website for up-to-date information about opening hours.
So that we can support those in the most vulnerable situations, please use the numbers below if your enquiry is urgent. Our call wait times are much longer than normal.
Call us on 03457 20 30 40 (or +44 113 242 1984 if you’re calling from abroad) to access your accounts using our quick and easy 24/7 automated service and our advisers are available 7am to 11pm if you need to speak to someone. If you aren’t already registered, we can help you start the registration process to make it easy for you in the future.
You can call us on 0345 850 0691 to register for our voice ID service.
We have set up a dedicated phone number for customers aged 70 and over. You can find the number in either the letter or email we sent, or from one of our colleagues in branch. If you’re a nominated trusted person you can also ask for the number in branch.
You can still use our Online and Mobile Banking services.
Other ways we can help
If you have booked travel and your flights or holiday have been cancelled, you may be able to get your money back. This can be done through a number of ways:
Contact your travel provider
The company you booked with may be able to help. To resolve any travel disputes please contact the merchant in the first instance and check their website for helpful information.
Below are links to the web pages for the main travel providers used by our customers, which may help you further. We’ve also included the links for their coronavirus web pages, however we suggest you ensure you look at information across all of their web pages to understand how they can best help you.
Halifax is not responsible for the content or function of third party websites.
Ways we may be able to help
If you’re struggling to get a refund from the travel provider, and you paid on a credit or debit card, we may be able to help. Use our handy travel disruption tool to see the options available to you.
If you have an Ultimate Reward Current Account, travel insurance is included as a benefit. If you’re abroad or if your travel plans have been impacted by coronavirus, you can check what you're covered for on the Ultimate Reward Current Account page.
Please note that trips booked after 18th March 2020 are not covered under the ‘Cancellation or curtailment charges and early return’ section in relation to coronavirus. However, AXA will continue to cover medical costs if you become ill in a country or region the Foreign and Commonwealth Office hasn’t advised against visiting.
We know that this is a very confusing time, so we’ve answered some of your frequently asked travel questions to help make things simpler.
We’ve extended the length of time you can leave your property empty for. Usually it shouldn’t be left empty for more than 30 days (60 days for some policies). However, if your property is empty for longer due to the coronavirus outbreak (for example if you’re stuck abroad or staying with family) we will still cover your property for as long as it takes for the situation to be resolved.
Making a claim for a cancelled package holiday, flights or accommodation
If you’re struggling to get a refund from the travel provider, and you paid on a Halifax credit card, we may be able to help. Use our travel disruption tool to see the options available to you before making a claim.
Making a claim for anything else
We want to help you if you’ve had a problem with a transaction on your credit card. Maybe there’s something wrong with what you’ve bought or perhaps you’re still being charged for a service you no longer use.
Remember, your money is safe in your account.
People are using the coronavirus outbreak to try out new scams. They’re selling items online like face masks, testing kits and hand sanitisers that are fake or don’t exist. Before you buy anything online it’s a good idea to check reviews to make sure a seller is genuine, and pay by card if you can as it helps to protect your cash.
There are also scams by email, phone and text offering advice, a test or a cure for the virus. The NHS test and trace service is now running. This is a free service. If the NHS contact you they won’t ask for any payments, or banking details.
You can protect yourself with the following steps:
- Hang up the phone – If you’re not sure who’s calling, hang up. Scam calls want your money or personal and banking details. They may ask you to speak to an operator or to press a button for more information.
- Inbox safety – If you get a message out of the blue, or you don’t know the sender, it could be a scam. Scam emails and texts can look odd, with spelling mistakes and messy layouts. It’s best not to open or reply to this kind of message.
- Click with care – You should only click on a link or attachment in a message if you know it’s safe.
Here are a few more tips to help you stay safe from scams:
- Device safety – Make sure to keep your device up to date, lock it when not in use and be careful what you download as it may contain a virus.
- Use strong passwords – When you need to set a password, make sure it’s hard to guess and don’t share it. A good idea is to use three random words.
- Social media safe – Take care with what you share on social media. Always keep your personal and banking details private.
You can find out more on how to stay safe from scams on our Fraud Hub.
Your mental health and financial wellbeing during the coronavirus outbreak
On 16th March the UK Government announced social distancing measures for everybody, not just those who are experiencing symptoms of coronavirus and other illnesses. It’s currently uncertain as to how long this will last. This is unlike anything most of us have experienced before, and it can feel strange, confusing and overwhelming.
Many of us will be working from home, some may have lost their jobs and others may need to take time off work due to illness. All of which prevent us from having our usual daily interactions. This is bound to have an impact on our mental health. So what can we do to help ourselves and look after others during this time?
Our charity partner, Mental Health UK, has developed some useful tips and ideas to help people look after their mental health in such challenging times and some practical advice on how you can help your local community.
With our support, Mental Health UK has also launched a library full of tips and tools, to help parents, guardians, and carers have conversations about mental health with young people.
If I am impacted by coronavirus, what does it mean for my money?
Whilst the current focus is on people’s physical and mental health, the fallout and dramatic changes caused by the coronavirus outbreak could also have an impact on people’s financial wellbeing.
At Home Shouldn’t Mean At Risk – Domestic Abuse Support
We’re supporting the Government’s #YouAreNotAlone campaign, that helps those suffering from domestic abuse. If you’re worried or suspect that someone you know may be a victim of domestic abuse, you can get more information at gov.uk/domestic-abuse. If you’re in immediate danger call 999. If you can’t speak and are calling from a mobile, listen to the operator and, when prompted, dial 55 to connect to the police, who will help.
Halifax is a division of Bank of Scotland plc. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Bank of Scotland plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628.
Telephone calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help us improve our quality of service. Not all telephone banking services are available 24 hours, 7 days a week. Please speak to an adviser for more information.