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We’re here to support you if you have been affected by coronavirus. We’ve answered some of our frequently asked questions below.
To keep your money safe, we’d advise you not to carry large sums of money. A quick way to pay for your purchases is by using your debit card.
We’ve increased the contactless payments limit for debit cards and credit cards to £100. The £100 limit increase may not be available in all shops, as not all systems have been updated yet, so it’s best to check with the retailer first. You can also use your debit and credit card for online purchases.
If you lose your card or if it is stolen, you can cancel your card and request a new one. You can freeze your card if you’ve temporarily misplaced it, with the handy Card Freezes feature on our Mobile Banking App. For added control, you can also choose how and where your card can be used.
If you do need to visit us in branch, please check our latest opening hours before you visit.
Can we save you a trip? There are lots of ways to stay on top of your money that don’t involve going to a branch:
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.
Here are just some of the things you can do online any time:
We keep an eye on every account and warn about scams. Find out how to stay safe from scams on our new scam code page. If you haven't banked online with us before, you can register now or find help with our step by step guide to registering.
Supporting friends and family outside the UK
You can send up to £100,000 per day quickly and easily through Online Banking or our Mobile Banking app. Our useful guide shows you where to find this option. You’ll need the recipient’s details to hand when you make the payment. Find out more about sending money outside the UK.
We’re here to help make the next steps as simple as possible for you. The easiest way to let us know about a death is to use our online form.
Once you’ve told us, we’ll put a stop on the accounts. So we can understand the next steps and close the accounts we’ll need you to provide us with a copy of the death certificate. If you already have this, please call 0800 028 1057 or if you’d prefer you can visit us in branch. When we talk, we’ll take you through everything you need to know, what will happen next and answer any questions you may have.
We have more information on our dedicated bereavement page.
Applications for the Bounce Back Loan Scheme closed on 31 March 2021.
If you manage your business through a Halifax Personal Current Account and opened a Bounce Back Loan with either Lloyds Bank or Bank of Scotland, more information about managing your loan can be found on their website.
If you are going to struggle to make your monthly repayments, we have online support available.
If you have Payment Protection Insurance, you may be able to claim. For more information visit our PPI page.
You can visit our Money Worries page to find out more ways we may be able to help you.
Additionally, MoneyHelper Money Navigator Tool also gives instant help based on what you tell it about your circumstances. You can also call MoneyHelper on 0800 138 7777. Lines are open Monday to Friday, 8am to 6pm.
Redundancy can be stressful. For many, it may mean your financial situation may change. The best way to prepare yourself is to get a good understanding of your money. Speak to your lenders and get help if you need it.
We have useful information and advice on our redundancy page, to help you get through the challenges that redundancy can bring.
If you have Payment Protection Insurance (PPI), you may be able to claim. For more information, visit our PPI page.
Reduced income support
We have support available if your income has been reduced and you are struggling to make your monthly payments.
There is also advice available on our managing your money pages, to help you budget and manage your bills.
If you are worried and would like to speak to a colleague, or need access to your fixed term savings account, contact us, we can help you.
Financial abuse can take a variety of different forms within different relationships, including partners, family members or carers. It might be financial control, exploitation or sabotage.
For anyone who is impacted by domestic or financial abuse, this period could mean you have additional worries.
If you are in immediate danger, call 999, if you cannot speak press 55, or call The National Domestic Violence Helpline a freephone 24-hour helpline 0808 200 0247 (24 hours)
We can support you, or someone else you know, if they are impacted by financial abuse. Find out more about how to keep your money and confidential information safe.
Additionally, Bright Sky is a free app that provides comprehensive support to people affected by abuse. We advise you to only download the app onto a device which is safe and that only you have access to.
We know many things can affect the way people manage their money so we want to offer our help and support. If you find yourself gambling more than you’re happy with, or if you have concerns because of gambling, there are a few ways we can help.
If you have Payment Protection Insurance and aren’t able to work due to an accident, sickness or unemployment, you may be able to claim on your policy to cover your repayments. For more information visit our PPI page.
If you have already taken a payment holiday for a mortgage, loan and/or credit card it will not affect your claim. For more information visit our PPI page.
Cancelled or postponed events
If you’ve bought a ticket for a cancelled event from an official seller, you could be entitled to a refund from them. You may not get back any extra costs paid such as postage or booking fees. The same rule should apply to entry fees if you’ve paid to take part in an event or competition - such as a marathon or cycling race - but you’ll need to check with the event organiser’s terms and conditions.
If you’ve bought tickets through a ticket reseller, you’ll need to check their terms and conditions to see if you’ll get your money back. Please consider these refunds can take longer than expected due to knock on impacts of coronavirus.
If the organisers are planning to move the date of the event, your tickets should be valid for the new date. If you can’t make the new date, you can ask for a refund from the ticket retailer, but you’ll need to check your booking terms and conditions. Again, you’re unlikely to get back any postage costs or booking fees. Refunds from ticket-reselling websites will also depend on their own terms and conditions.
Travel and hotel costs
If your event has been cancelled but you also booked travel and accommodation to attend, contact the organisations you booked with to see whether the service is still available. You could get a refund or be able to rebook for a later date. Packages with flights, hotels and event ticket included may be covered under your travel insurance.
Cancelling or postponing a personal event - such as a party or wedding - will depend on what agreements you have with your suppliers. Speak to your suppliers about your options. You may not get your deposit or other payments refunded if you cancel completely. If your supplier cancels, you may be entitled to a refund. This will depend on the terms and conditions of your booking.
If you have wedding insurance, check your policy or speak to your insurance provider about what you can claim.
If you paid on a credit or debit card, you can raise a payment dispute for review. If you believe that you have paid for an item or service that has not been delivered, was not as described, a refund has not been received or where merchants aren’t following their terms and conditions, you can submit a claim for review. Find out more about payment disputes.
Credit card refunds
If you paid by credit card you may be able to claim a refund under Section 75 of the Consumer Credit Act if you are eligible. Section 75 rights are only available where the seller/provider has misrepresented something or if there has been a breach of contract.
You may be able to make a claim from your credit card provider for the loss you have suffered. However it only covers goods and services valued over £100 and below £30,000. If you have a credit card with us, you can find out more about Section 75 and how to make a claim.
We understand that your travel plans and booked trips could have been affected by coronavirus. As a result you may have cancelled flights and package holidays that you would like to get a refund for. We always recommend getting in touch with your travel provider directly first, we have listed the main travel providers used by our customers.
If you’ve contacted or attempted to contact the retailer and have been unable to resolve the issue, we may be able to support you. Please see below guidance dependent on your situation:
I decided to cancel –
If you chose to cancel your booking and the service was still available, then we may be able to help provided you followed the cancellation policy set out by the merchant. If you have followed the cancellation policy (including paying any cancellation fees) and have not got a refund that you are entitled to, then you can visit our payment disputes page to understand your options.
If you paid using a Halifax debit card and use Online Banking or our Mobile Banking app, please see guidance on how to check your eligibility for a refund and raise a claim.
The retailer/business cancelled -
If the trip was cancelled by the merchant we may be able to help you, depending on why they cancelled your trip. In most cases you are entitled to a refund, however the merchant may offer you an alternative e.g. different dates or a credit voucher. If you are not happy with their response, or have cancelled within your terms and conditions, then you can visit our payment disputes page to understand your options.
If you paid using a Halifax debit card and use Online Banking or our Mobile Banking app, please see guidance on how to check your eligibility for a refund and raise a claim.
Please be aware refunds may take longer than expected due to knock on impacts of coronavirus.
You may be able to benefit from either chargeback (payment dispute) or Section 75 (credit card only).
A chargeback is a scheme put in place to protect customers, also known as a payment dispute. It allows credit and debit cardholders the ability to request a refund through their card issuer in a number of different scenarios. This includes where you have not received what you have paid for. We as your card issuer will refund you and will then seek to claim the payment back from the original merchant. However, merchants can dispute the chargeback request and this may result in your account having the payment taken again.
Chargeback rights cover the amount of the card transaction only, other losses cannot be claimed. A chargeback claim must also be made within a set time period. This is usually 120 days from the date of purchase, or from when the goods or services were expected to be received, though longer periods may apply in certain situations.
If you paid with a Halifax debit card and use Online Banking or our Mobile Banking app, you can now sign in to find out if you're eligible for a refund and raise a claim.
If you paid with a Halifax credit card, by other means or are not registered for Online Banking or our Mobile Banking app, you can still visit our payment disputes page for guidance on the options available to you.
Section 75 (credit card only)
If you are struggling to get a refund that you are entitled to, and you paid using a credit card, you may be able to make a claim under Section 75 Consumer Credit Act 1974.
Section 75 covers most credit card purchases for goods or services over £100 and under £30,000. This means you may be able to make a claim through us for the loss you have suffered. Section 75 rights are only available where the seller/provider has misrepresented something or if there has been a breach of contract. Depending on the circumstances, you may be able to claim a refund and potentially some consequential losses. You can find out more about Section 75 and how to make a claim if you have a credit card with us.
Please visit our payment disputes page to see if we may be able to help you.
If you have already accepted travel vouchers and you are not happy with that, you may be able to get a refund instead. You will need to speak to your travel provider to see if they will issue you a refund as an alternative to your vouchers.
If your provider agrees to issue you a full refund, note it may take longer to process than usual. Please therefore wait 15 days from the request being accepted.
If you struggle to come to an agreement with your provider, we may be able to help.
To contact our Disputes team, our telephone banking lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
We aim to resolve all claims within 5 working days. If you’ve already raised a claim with us, we are working through these as quickly as we can.
Every insurance provider and policy will be different so it’s important you check what cover you have and what you can claim. Some travel insurance policies may only allow you to claim for trips booked before the coronavirus pandemic began so it’s worth checking what’s included.
Travel insurance advice for booking future holidays
Many insurance policies will no longer cover coronavirus for future bookings. So if you have an existing travel insurance policy, check with your provider to see if they have introduced any restrictions. If you are looking for a new policy, check to see if disruption due to coronavirus is included in the cover you are buying.
It is still important to take out travel insurance when you book any trips to cover you for future events.
If you have an Ultimate Reward Current Account, travel insurance is included as a benefit. You can find more information and guidance in the FAQs (PDF, 193kb) or visit our payment disputes page to see if we can help you raise a refund.
If there is no Foreign, Commonwealth & Development Office (FCDO) warning in place for your destination when you are due to travel and your flights, accommodation, etc. are all running as normal, you are unlikely to get a refund if you don’t want to travel. Also, travel insurance is unlikely to cover ‘disinclination to travel’.
However, if you have received medical advice not to travel due to your health, or if you are in an ‘at risk’ group, you may be able to get a refund and/or claim on your travel insurance. Speak to your travel provider or insurer for more information. Otherwise check the terms and conditions to see whether you have the right to cancel and receive a refund.
If you have an Ultimate Reward Current Account, travel insurance is included as a benefit. You can find out more in the FAQs by selecting the account you hold or visit our payment disputes page to see if we can help you raise a refund.
During these difficult times, we’re here to help support customers who have been affected by travel providers that have stopped trading due to coronavirus.
In the first instance, please check the website or any correspondence from the travel provider, or their administrator to understand how to get a refund.
Many flights and holiday purchases are covered by protection schemes, such as ATOL, who may refund you when a travel merchant ceases to trade. Most of these schemes will provide you with a certificate so please check your booking confirmation, the travel provider’s website or the administrator of your travel provider.
If your booking is protected, please follow the guidance that will be issued by your protection scheme on their website.
If you are unable to get a refund through a protection scheme we may be able to help:
If you’re contacted about the company that has stopped trading, be aware that as Halifax, we’ll never ask you for your bank details. Sometimes there can be an increase in fraud attempts during these type of events.
If you paid with a Halifax debit card or credit card, and use Online Banking or our Mobile Banking app, you can now sign in to find out if you're eligible for a refund and raise a claim.
Follow steps to make a claim:
You will need to have the following information to hand to raise your claim:
If you paid with a Halifax credit card, by other means or are not registered for Online Banking or our Mobile Banking app, you can visit our payment disputes page for guidance on the options available to you.
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.
Calls and online sessions may be monitored and/or recorded for quality evaluation, training and to ensure compliance with laws and regulations. Not all Telephone Banking services are available 24 hours a day, 7 days a week.