We are experiencing a high number of calls at the moment. So that we can support those in the most vulnerable situations, please only call if it is urgent. Remember, you can do most of your banking tasks yourself online, either using our app or through Internet Banking

 

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, credit card or mortgage due to coronavirus?
 

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.