Support for customers impacted by coronavirus (COVID-19)

As the impact of coronavirus is felt across the UK and the world, you may have concerns about how it could affect you and your money. Your peace of mind is still our top priority. So, we’ve put in place some additional support and information to help.

Managing your money

If your income has been affected by the disruption from the coronavirus, we have options to help you. These include:

  • No fees for missed payments on mortgages
  • Payment holidays on mortgages with additional support provided when you need it
What is a Payment Holiday?

A payment holiday is when you temporarily stop paying all or part of your mortgage payment.

It can help if you have any short term or unexpected changes to your situation, such as maternity or paternity leave, changes to your employment, or unexpected household or car costs.

If you take a mortgage payment holiday, this means that you wouldn’t make mortgage payments for up to three months (normally the equivalent of one full payment due) and we’ll add these payments onto your mortgage balance. As a result, your mortgage balance will increase and your future payments will be recalculated over the remaining mortgage term. Your future payments and the amount of interest you pay will increase for the remaining term of your mortgage.

If you’re worried about your financial situation because of coronavirus, please contact us.

Due to the challenging times we are all experiencing, we’re dealing with a much higher number of queries from customers than normal and therefore ask that you contact us by email. We are doing our best to help customers as quickly as possible and we appreciate your understanding.

Are you coming to the end of a payment holiday?

If you’re taking a break from your mortgage payments, you might be wondering what happens when your payment holiday ends.

While you’re on your payment holiday, you don’t need to do anything. We’ll write to you before it ends to let you know:
  • Your new monthly payment amount. This will be higher than before your payment holiday, to cover the interest charges and payments you missed while you took a break.
  • How we can help if your income is still affected by coronavirus. We’ll tell you how we can help if you’d like some more support.

In the meantime, please don’t call us. Rest assured we’ll be in touch before your current payment holiday ends.

If you’re in a position to resume your payments after your break, we strongly recommend that you do so to keep your payments and interest charges as low as possible. However, if you find that you need further support when your payment holiday ends, you will be able to take another payment holiday for an extra 3 months or, if you think your income will be affected longer term we can discuss other ways we can help. Remember there is no need to contact us, we’ll be in touch before your current payment holiday ends on how we can help.

Stay fraud safe

Unfortunately, times of uncertainty can provide opportunity for fraudsters. Stay alert to suspicious emails, calls or texts claiming to be your bank.

We’ll never call, email or text and ask you to:
  • Share your account details like user ID, password and memorable information.
  • Move money to another account.