• Coronavirus: help and support for customers

    Coronavirus (COVID-19) has affected us all in different ways. We want to help so here is some important information about how we can support you during this time.

    Managing your money

    • If you are struggling to make your monthly payments, you can use our support tool to find the right support for you. This can help you to see where your money goes and what you can ask us for support with, including:

      • A payment holiday to help you manage your money
      • Give you the time and space to get some free independent help and advice

      Payment holidays are not for everyone. It is important you understand the implications of all options available before you make the decision on what is right for you.

      A payment holiday is subject to approval. If accepted, you won’t need to make the usual repayment amount for up to 3 months, this could be a reduced amount or your full monthly payment. You can only take up to 3 months at a time (6 months in total). The amount you owe will go up and you will pay more interest overall.

      You can use the Money Advice Service Money Navigator Tool to get instant help based on what you tell it about your circumstances. 

      We offer payment holidays on:

      Credit cards
       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. 

      If you need more support, our support tool will help you decide which option is best for you and your needs.

      Loans
      If your loan repayment 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 repayment is due now and you’re unable to make the repayment, we won't charge you a fee.

      Explore your options and find out more.

      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.

      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 (LifestyleProtect) you may be able to claim under your policy if you are unable to work due to sickness or unemployment. Please call us on 0800 587 0525.

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

      Using Online Card Services, just sign in and 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.

    Make the most of Online Card Services

    You can look after your money safely and securely using Online Card Services and our Card Services app.

    • View your balance and transactions quickly any time, from any device.
    • Make payments, view your statements and payment due dates.
    • Order a replacement card or PIN.
    • Freeze transactions – using our app you can control how your cards are used, by freezing some transaction types.

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

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    Get free help on how to use the internet

    We’ve partnered with We Are Digital who can provide free online training over the phone, allowing you to stay safe and connected from the comfort of your own home.

    You can get help and guidance on how to use the internet including viewing your bank account balance and make payments, booking a doctor’s appointment and using the NHS website or getting a food shop delivered to your front door. 

    Simply call the We Are Digital helpline on 0345 222 0333 Monday to Friday 9am – 5pm. Please note: Calls to 03 numbers are charged at no more than local rate.

    If you have a hearing impairment, get support from a BSL (British Sign Language) interpreter and book your session using our Sign Video service. Available on Safari, Chrome or Firefox web browsers.

    Remember, we’ll never get in touch to ask you to move money to another account, for your banking details or to take control of a computer. We Are Digital won’t do this either.

    Telephone

    We want to keep our phone lines available to help customers who are in the most vulnerable situations, please only call us if your enquiry is urgent.

    We have a dedicated phone number for customers who are aged 70 and over or who need additional support.

    You can still use our Online and Mobile services to manage your account.

    If you need to call us, you can do this direct from your Card Services app.
    As you’re already securely logged in, we’ll already know it’s you.
    Learn more about the Card Services app. 

    Other ways we can help

    Supporting you

    Money worries

    Frequent questions from our customers

    We've answered common questions on cancelled events, payments and more.

     


     

    Coronavirus FAQ

    Travel FAQ

    Managing your mental health during the coronavirus outbreak

    Whether you’re social distancing, self-isolating or a key worker, the coronavirus outbreak is unlike anything most of us have experienced before.

    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.
     

    Further Support

    Helping or caring for a loved one living with mental health issues can be challenging at the best of times. But the current coronavirus pandemic could create additional problems. Mental Health UK and Carers UK have developed some useful tips and ideas to help you look after your mental health in these challenging times, and some practical advice for anyone who would like to help.

    Help managing your own mental health
    Help managing someone else’s mental health
    Carers UK

     

    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

    Useful links