Coronavirus: help and support.

Support for customers impacted by coronavirus (COVID-19)

As the impact of coronavirus is felt across the UK, you may have concerns about how it could affect you and your money.

Your peace of mind is still our top priority. So, we’ve put in place some additional support and information to help.

Branch Availability Update

Following the Government’s confirmation of new measures to tackle coronavirus, our branches will remain open, but we have to make changes.

Update to our branch opening hours

Temporary branch closures

Telephony Update

Due to the challenging times we’re all experiencing, we’re dealing with a much higher number of calls from customers than normal. So that we can support those in the most vulnerable situations we ask that you only call if your enquiry is urgent.

We are doing our best to help customers as quickly as possible and we appreciate your understanding. You can still use our online and mobile banking services and our automated service. If you’re in a vulnerable situation and would like to speak to an adviser please call us, our call wait times are much longer than usual.

Please visit our service status page and our temporary branch closure page for the latest updates.

Travel and holiday disruption

Accessing your account

Managing your money

If your income has been affected by the disruption from the coronavirus, we have options to help you. These include:

  1. £300 interest-free overdraft from 6th April until 6th July 2020 for overdraft customers.
  2. Spend up to £45 on your contactless card. We’ve increased contactless payment limits.
  3. No fees for missed payments on credit cards, loans and mortgages.
  4. Payment holidays on mortgages and payment holidays on loans with additional support provided when you need it.
  5. Emergency access to savings in fixed term accounts without charge.
  6. Deposit limits of up to £500 for mobile banking, so you’ll be able to scan and pay in cheques

If you're worried about your financial situation because of coronavirus, please contact us.

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Travel and holiday disruption

If you’re concerned about travel disruption, you can check your travel provider’s website – many of them have put useful information on there to help their customers.

If you used your credit card to book travel there may be protection should you need to change your plans. Find out more about the terms of your Credit Card.

If you are abroad when plans change and require emergency credit limit increases, we can help.

If you're having difficulty using your card abroad, call us on  +44 (0) 1733 573 189.
Lines are open Mon-Sun, 7am-11pm.

If you are an Ultimate Reward Current Account holder, travel insurance is included as an account benefit. To check what you are covered for, if you’re abroad or if your travel plans have been impacted by coronavirus, you can find further information on our Ultimate Reward Current Account page. You can also register, service and check for updates on a claim online.

We understand that this is a very confusing time, so we’ve answered some of your frequently asked travel questions to help make things simpler.

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How to stay safe from fraud

Remember, your money is safe in your account. 

People are using the coronavirus outbreak as an opportunity to try new scams by email, call and text. They’re even using online marketplaces to sell goods like face masks and hand sanitisers that don’t exist.

If you get an email with a PDF or a link that offers advice or a cure for the virus, it’s likely to be a scam.

What you should do:

  • Don’t open emails if you don’t know who sent them.
  • Even if you know the sender, don’t reply if an email looks odd with spelling mistakes and a messy layout.
  • Don’t click on any links or attachments unless you know they’re safe.
  • Before you buy anything online it’s best to do some research and check reviews to make sure a seller is genuine.
  • Pay by card when you shop online - that way you protect your cash.

You can find out more on how to stay safe from scams on our Fraud Hub.

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Accessing your account

While we continue to keep branches open, to protect our colleagues and other customers please make sure you follow Government advice and only visit if you are not showing any of the symptoms of coronavirus.

If you are unable to visit your local branch or a Cashpoint® machine, we have three ways for you to access your money from home.

Online Banking

Banking online is safe, secure and easy. Move your money, manage your bills and statements, and access your account when it suits you. To help keep you safe whilst using Online Banking, it’s really important that we have your up-to-date telephone number, as we’ll text a passcode to your mobile or call your landline to make sure it’s definitely you signing in.

It’s also easy to register for Online Banking: enter your personal details, choose a user ID and password and then create your memorable information.

Sign in

Register for Online Banking

Mobile Banking app

If you’re registered for Online Banking, our app lets you bank securely and take care of everyday transactions. Easily pay people and bills, manage standing orders, freeze your card or report it lost or stolen, and pay in cheques.

Available for Android, iPhone and iPad.

Telephone Banking

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 us 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.

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.