Coronavirus - frequently asked questions

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

1. Is it safe to withdraw money and pay with cash?

  • 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 £45. The £45 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.

2. Are branches open?

  • The safest way to bank with us right now is from home. If you do need to visit us in branch, most are open 9.30am to 2pm Monday to Friday. We've taken the decision not to open branches at weekends. Please check our branch locator if you need to visit.

    To protect you and our staff, we’ve put social distancing measures in place in our branches so you can bank with us safely. You'll also be asked to wear a face covering. 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. 

    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.

    Can we save you a trip? We’re being asked to stay at home right now but there are still many ways you can get your banking done such as:

3. Do I need to wear a face covering in branch?

4. How can I manage my money if I can’t get to a branch?

5. How can I get help with a bounce back loan?

6. I have received a refund on my credit card, how can I transfer it to a bank account?

7. My travel booking which I paid for on my credit card has been cancelled, can I get a refund?

8. What should I do if I can’t keep up my payments on my loan, credit card or mortgage due to coronavirus?

9. Can I get my money back on a cancelled event?

10. Can my Payment Protection Insurance help me?

11. How can I support someone who needs extra help?

12. How do I tell you that someone has died?

Calls are monitored and recorded.