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 banking services and our automated service.



Help if your travel has been disrupted

We understand your travel plans may have changed recently. To give you the right help, we need to ask you a few questions. 

Before you begin...

Payment issues are often resolved faster by contacting the travel provider directly. We always recommend doing this first. 

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 your travel provider is not covered by a protection scheme, or that scheme have confirmed they are unable to give you a refund, we can help you find out if you can get your money back.

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We recommend getting in touch with your travel provider and reviewing any travel insurance policies you have. 

You could also contact your card provider, as they might be able to help. 

Unfortunately we won’t be able to help you with your payment issue until the trip has been cancelled. Please get in touch with your travel provider to discuss this with them directly.

If you have a bank account with insurance benefits, you might be able to make a claim. 

You can find out more about our bank accounts with insurance benefits in these FAQs

Unfortunately we won’t be able to help you with your payment issue, if you cancelled the trip and you’re not eligible for a refund. 

If you have a bank account with insurance benefits, you might be able to make a claim. Similarly, if you have travel insurance in place, you should review your policies to see if you can make a claim. 

You can find out more about our bank accounts with insurance benefits in these FAQs.

If your trip has been cancelled and you haven’t received confirmation, get in touch with your travel provider. Speaking to them directly will help speed things up for you. 

Take a look at these FAQs, they'll help you understand your rights after accepting an alternative refund option.

Great, if you need any help with your voucher get in touch with your travel provider. 

It could take up to 30 days for your refund to reach your account, as some travel providers are taking longer than usual to process payments. 

We recommend waiting 30 days before getting back in touch with us.

Thanks for answering our questions. We can help you find out if you can get your money back.

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