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.

 

CORONAVIRUS – FREQUENTLY ASKED QUESTIONS

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’s 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?
 

  • Most of our branches are open but occasionally we may have to temporarily close a branch. Check our branch locator to find out the opening hours of your local branch.

    To protect you and our colleagues, we’ve put social distancing measures in place in our branches so you can bank with us safely. You will also be asked to wear a face covering unless you’re unable to do so. 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.

    Use Internet or Mobile Banking to bank from home, and stay safe. 

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

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

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

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

  • If you’re going to struggle to make your monthly repayment due to coronavirus, you may want to consider 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 and you fall into arrears you may be charged interest on the arrears . Arrears will be reported to credit reference agencies and your credit rating may be affected.

    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 can’t make the repayment, we won't charge you a fee.

    We can only give a repayment holiday if your loan repayments 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.

    The Money Navigator Tool offered by the Money Advice Service, also gives instant help based on what you tell it about your circumstances. You can also call the Money Advice Service on 0800 138 7777. Lines are open Monday to Friday, 8am to 6pm.

    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 can’t work due to sickness or unemployment. Visit our Payment Protection Insurance page for details.

    For Channel Islands or Isle of Man customers, please visit our Lloyds Bank Islands page.

  • If you’re going to struggle to make your monthly payment due to coronavirus, you may want to consider 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 can 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 could be coming close to the end of your payment holiday period. 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.

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

8. Can my Payment Protection Insurance help me
 

9. How can I support a vulnerable person?
 

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

  • We’re here to help make the next steps as simple as possible for you. The easiest way to let us know about a death is to use our online form.

    Once you’ve told us, we’ll put a stop on the accounts. So we can understand the next steps and close the accounts we’ll need you to provide us with a copy of the death certificate. If you already have this, please call 0800 015 0012 (lines are open Monday to Sunday, 8am to 8pm) or if you’d prefer you can visit us in branch. When we talk, we’ll take you through everything you need to know, what will happen next and answer any questions you may have.

    We have more information on our dedicated bereavement page.

Calls are monitored and recorded.