The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile services and our automated service.

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 Card Services where possible, 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.
    Credit Card payment holiday

    If you’ve been financially affected by the coronavirus (COVID-19) outbreak, you can ask us for 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.

    To ask us for a payment holiday, please complete our credit card payment holiday form and we’ll take care of the rest for you.

    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).

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  • 2.
    Loans repayment holiday

    If you’ve been financially affected by the coronavirus (COVID-19) outbreak, you can ask us for a repayment holiday. A repayment holiday is subject to approval, but if accepted you won’t need to make the usual loan payments for up to 3 months.

    To ask for a repayment holiday, please complete our loans repayment holiday form and we’ll take care of the rest for you.

    If your loan 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 Managing Debt 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.

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  • 3.
    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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  • 4.
    Making a claim for a Credit Card transaction

    We want to help you if you’ve had a problem with a transaction on your Credit Card. Maybe there’s something wrong with what you’ve bought or perhaps you’re still being charged for a service you no longer use.

    Find out how to make a claim

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  • 5.
    Credit Card limit increase

    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.

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