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.


Bank securely from home with Online Banking

The safest and easiest way to bank right now is through Online Banking and our Mobile Banking app. Here are just some of the things you can do:

  • View your balance and transactions at any time, using any device.
  • Pay bills and send money to people, including those outside the UK.
  • Manage your direct debits and standing orders.
  • Freeze transactions – using our app you can control how your cards are used, by freezing some transaction types.
  • Pay in cheques using our app - up to £1,000 per cheque, with a £2,000 daily limit.

We use the very latest security tech to help you stay safe online. And you’re always protected by our online and mobile banking fraud guarantee.

How are our services affected?


Telephony Update

Due to the challenging times we’re all experiencing, we’re dealing with a much higher number of calls from customers than usual and our call waiting times are much longer.

So we can support our most vulnerable customers, please only call us if your enquiry is urgent.

We’ve set up a dedicated phone line for customers aged 70 and over. You can find the number in the letter or email we sent, or from a branch colleague. If you’re a nominated trusted person you can also ask in branch.

You can still use our online and mobile banking services.


Branch Availability Update

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 and things may take a little more time to complete, but we’ll help you as quickly as we can, so please bear with us. Our branches will open again fully, ready to help you, as soon as it’s safe to do so.

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 providing at the moment. 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.

Online and Mobile Banking

Managing your Money

There are quick links below to useful content and application processes that may help you manage your money.

How to stay safe from fraud

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


Managing your mental health during the coronavirus outbreak

On March 16th 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.

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.

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.

Find out more


Frequent questions from our customers

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


Helping our customers stay digitally connected

We’ve teamed up with We Are Digital to help customers learn how to access essential services online, while staying safe at home.

We know that staying at home can be a challenge for those people without local support, but the We Are Digital service is here to help. It offers free training and guidance on easy and safe ways to use the internet to get what they need. Like how to do online food shopping, book a GP appointment, use the NHS website, stay in touch with friends and family by video call, as well as online banking and more.

To get help you can contact We Are Digital on 0345 222 0333 from 9am – 5pm Monday to Friday.


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.