If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you would like to do in a few simple steps.

Priority telephone access for our NHS workers

In these uncertain and unprecedented times, we want to make sure we’re doing all that we can to support our customers – especially our NHS workers who are doing an amazing job in extremely challenging conditions.

To help ease the waiting time for our NHS workers, we have set up an emergency prioritized phone line so that you can speak to someone as quickly as possible.

Our call centre is extremely busy and we would encourage everyone to continue using our online services where possible for their everyday banking, but we understand that sometimes you will need speak to us.

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

How you can manage your money

  • 1.
    Emergency access to savings in fixed term accounts without charge

    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.

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  • 2.
    Further support for arranged overdrafts

    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.

    If you have an Ultimate Reward Current Account (URCA), you'll have an interest-free amount of £50. Apart from Student accounts, no other accounts have a standard interest-free amount.

    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 before or on 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 ‘Overdrafts’ 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 ‘Overdrafts’ 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 ‘Overdrafts’ from your bank account menu and follow the on-screen instructions.

    Using Online Banking, select ‘Our products and services’, then ‘Overdrafts’ and follow the on-screen instructions.

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  • 3.
    Mortgage payment holiday

    We’re here to support you throughout the coronavirus crisis, no matter the situation. And if you’re going to struggle to make your monthly mortgage payment because of coronavirus, you may want to think about taking a payment holiday. You can initially ask to take a break of up to 3 months. We have support available if you need more guidance. 

    Payment holidays may not be for everyone, as at the end of the payment holiday, we'll recalculate your monthly payments and the amount you owe will go up. That's because even though you do not make payments due to the payment holiday, we will still add interest to your mortgage.

    Explore your options and find out how to apply online.

    End of your payment holiday

    You may be coming close to the end of your mortgage payment holiday period. Remember there is no 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 resume your payments after your break, we strongly recommend that you do so to keep your monthly payments and interest charges as low as possible. If you are worried about being able to restart your full payments, there are ways we can help you.

    Find out about your options at the end of your payment holiday

    Payment protection insurance  

    If you have Payment Protection Insurance you may be able to claim under your policy if you are unable to work due to sickness or unemployment. Visit our Payment Protection Insurance page for details.

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  • 4.
    Credit cards payment holiday and credit cards limit increase

    Credit cards payment holiday

    We’re here to support you throughout the coronavirus crisis, no matter the situation. And if you’re going to struggle to make your monthly payment because of coronavirus, you may want to think about taking a payment holiday.  A payment holiday is subject to approval, but if accepted you won’t need to make the usual payments to your personal credit card for up to 3 months. We have support available if you need more guidance.

    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.

    Payment holidays may not be right for everyone. Your minimum payment and the total amount you owe may go up. This is because interest is still charged throughout the payment holiday (unless you pay 0% interest).

    Explore your options and find out how to apply online.

    End of your payment holiday

    You may be coming close to the end of your payment holiday period. Remember there is no need to contact us, we’ll be in touch before your current payment holiday ends on how we can help.

    Find out about your options at the end of your payment holiday.

    If you have Payment Protection Insurance you may be able to claim under your policy if you are unable to work due to sickness or unemployment. Visit our Payment Protection Insurance page for details.

    Credit cards limit increase

    If you need to increase your existing credit card limit, you don’t need to call us – you can apply using Online Banking. 

    Using Online Banking, just sign in and select ‘More actions’ button next to your credit card, then select ‘Manage credit limit’. 
     
    To request a credit limit increase, you’ll need a payment history of at least six months on your account. We’ll only offer you an increase if we think you can afford it. You can ask to lower your credit limit at any time.

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  • 5.
    Loans repayment holiday

    We’re here to support you throughout the coronavirus crisis, no matter the situation. And if you’re going to struggle to make your monthly repayment because of coronavirus, you may want to think about taking a repayment holiday.  A repayment holiday is subject to approval, but if accepted you won’t need to make the usual loan repayments for up to 3 months. We have support available if you need more guidance.

    To ask for a repayment holiday, please use our support tool and we’ll take care of the rest for you. There's no need to cancel your direct debit. But if you have, you need to make sure you can start repayments again after the repayment holiday. You can do this by re-instating your direct debit. If it is still cancelled when we try to collect again, you may be charged additional interest, fall into arrears and your credit rating may be affected.

    If your payment is due within the next 7 working days, you will still need to make this payment and any repayment holiday you are given will start the following month. If you have a joint loan, any repayment holiday will be given to both of you. If your payment is due now and you’re unable to make the payment, we won't charge you a fee.

    We can only give a repayment holiday if your loan payments are up to date or you have missed one payment due to coronavirus. If your loan is in arrears, we have other ways of helping you. Please visit our Money Worries page to find out more.

    Repayment holidays may not be right for everyone as we’ll extend the length of your loan at the end. This is so you can make up the payments you missed. We still add interest to your loan during the break. Because you’ll be borrowing for longer and interest is still charged, the amount you repay overall will increase.

    Explore your options and find out more.

    End of your repayment holiday

    You may be coming close to the end of your repayment holiday period. Remember there is no need to contact us, we’ll be in touch before your current repayment holiday ends on how we can help.

    Find out about your options at the end of your repayment holiday.

    If you have Payment Protection Insurance you may be able to claim under your policy if you are unable to work due to sickness or unemployment. Visit our Payment Protection Insurance page for details.

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  • 6.
    Car Finance payment holiday

    If you’ve been financially affected by the coronavirus (COVID-19) outbreak, you may want to consider a payment holiday.

    We may be able to give you a payment holiday and defer your payments for up to 3 months if you need it.

    Payment holidays may not be right for everyone as you will pay more as you take longer to pay back the amount you borrowed. We will work out how much extra you need to pay, based on the interest rate shown in your agreement, and we will add this amount to your agreement.

    To find out more please have a look at helping our customers during coronavirus.

    Or to request a payment holiday sign into your online car finance account and follow the instructions.

    Sign in to manage your account

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  • 7.
    I’m struggling to pay my home insurance premium

    If you’re experiencing financial difficulties, please contact us using our General Enquiries Form. We’ll need your name, address, policy number and details about your current circumstances. We’ll look at how we can support you.

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  • 8.
    Contactless limit increase to £45

    From the 1st April you can spend up to £45 on your contactless debit or credit card. We’ve increased contactless payment limits in line with the national roll-out.

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  • 9.
    Online cheque deposit increase

    To allow you to do more through your Mobile Banking app without having to visit a branch, we have increased the transaction limit for paying a cheque into your account via the app. The increase on each individual cheque is from £500 to £1,000, and the maximum daily limit of £1,000 per day to £2,000 per day. An easy guide of how to pay in a cheque can be found here.

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  • 10.
    Home insurance payment holiday and unoccupied property extension

    Home insurance payment holiday

    If you’re experiencing financial difficulties, we may be able to offer you support such as reviewing your policy cover or offer a payment holiday. Please contact us on 0345 122 1511 to speak to us or go to our home insurance page for more information.

    Unoccupied property extension on your home insurance

    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.

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  • 11.
    Additional personal belongings cover on your contents insurance for NHS and Care workers

    As a thank you to NHS and Care workers for supporting those impacted by coronavirus we’ll cover your personal belongings that are damaged, lost or stolen whilst working or commuting under your standard contents policy, at no extra cost during the pandemic.

    You're eligible for this cover if:

    • you hold a current contents home insurance policy, and
    • you or a member of your family living with you is an NHS staff member or Care worker.

    Where are my personal belongings covered?
    Your personal belongings will be covered whilst you’re working and when you’re commuting to and from work.

    What type of belongings are covered?
    Any personal items owned by you that are worn, used or carried by you in your everyday life.

    How long will the cover be in place for?
    Initially, your personal belongings will be covered until the 1st July 2020. This date will be reviewed as the situation evolves.

    If you need to claim:

    • Please notify us that you or a family member are an NHS or Care worker.
    • You may be asked for a form of identification to verify your claim.
    • You may also be asked for proof of ownership to support your claim, such as a receipt or photo in line with our normal claims process.

    For more information about making a claim see our help and guidance page. You can also make a claim online with our online claims form.

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For the latest update on how we can help you, visit our Coronavirus help and support page.