We’ve updated our information below on how we can help you with your banking during lockdown.
The safest way to bank with us right now is from home. If you do need to visit us in branch, most are open 9.30am to 2pm Monday to Friday. We've taken the decision not to open branches at weekends. Please check our branch locator if you need to visit.
To protect you and our staff, we’ve put social distancing measures in place in our branches so you can bank with us safely. You'll also be asked to wear a face covering. 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.
Can we save you a trip? Managing your money from home is the safest way right now, and there’s so much you can do online:
So that we can support those in the most vulnerable situations, please use the numbers below if your enquiry is urgent. Our call wait times are much longer than normal.
Call us on 0345 721 3141 (or +44 1313374218 if you’re calling from abroad) to access your accounts using our quick and easy 24/7 automated service and our advisers are available 7am to 11pm if you need to speak to someone. If you aren’t already registered, we can help you start the registration process to make it easy for you in the future.
Alternatively, call us direct from your Mobile Banking app. As you’re already securely logged in, there's no need to remember any passwords. Learn more about calling from the app.
You can call us on 0345 850 1022 to register for our voice ID service.
We have set up a dedicated phone number for customers aged 70 and over. You can find the number in either the letter or email we sent, or from one of our colleagues in branch. If you’re a nominated trusted person you can also ask for the number in branch.
You can still use our Internet and Mobile Banking services.
Priority phone line for NHS workers
To help ease the waiting time for our NHS workers, we have set up a priority phone line so you can speak to someone as quickly as possible.
If you are an NHS worker, you should have received a letter from us with details of the phone number. If you have not received this or misplaced the letter, you can ask for the number in branch.
Additional personal belongings cover on contents
For NHS and care workers we’ll cover your personal belongings that are damaged, lost or stolen whilst working or commuting under your standard contents policy, at no extra cost during the pandemic.
You're eligible for this cover if:
What is the additional cover provided?
What to do if I need to claim?
For more information about making a claim see our help and guidance page. You can also make a claim online with our online claims form.
Mortgages
If you have a Bank Of Scotland mortgage, please visit our Bank of Scotland support page for further help and guidance. Alternatively, if you have a Halifax mortgage, you can use our Halifax Mortgage Support Tool to find the right support for you.
Loans & Credit Cards
If you are struggling to make your monthly payments, you can use our support tool to find the right support for you.
Car Finance
For further help and guidance on support available for car finance, you will need to log in to your online car finance account.
Home Insurance
Please contact us on 0345 122 1511 or go to our home insurance page to discuss how we can best help you.
Please visit our Money Worries page to find out more ways we may be able to help you. Additionally, the Money Advice Service Money Navigator Tool also gives instant help based on what you tell it about your circumstances.
You may be coming close to the end of your payment holiday period. Remember there is no need to contact us, we’ll be in touch before your current payment holiday ends on how we can help.
If you’re in a position to resume your payments after your break, we strongly recommend that you do so to keep the amount of interest you pay as low as possible. If you are worried about being able to restart your full payments, there are ways we can help you.
Our support tool helps you explore your options at the end of your credit card or loan 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.
If you are facing, or expect to face, financial difficulties, you can find help and support available on our money worries page. For further support, you can find out more about other free independent advice.
You can call our dedicated team for information and support which may include applying a temporary interest freeze, setting up a repayment plan or refinancing your debt.
If you need to increase your existing arranged overdraft limit, you don’t need to call us – you can apply online.
Please find more information about our Internet Banking or help on signing up .
If you want to apply for an overdraft, you can do this online.
You may have borrowing across a range of products such as mortgages, arranged overdrafts, loans, store cards and credit cards. A regular review can be really helpful for managing your money as effectively as possible. There are a few options available which may help, subject to eligibility.
If you have multiple borrowing products like store cards, credit cards, personal loans or arranged overdrafts it may help to consolidate them into a single product with a single monthly payment. This will help you budget more easily as you won’t need to worry about multiple payments. It could also reduce the amount you pay monthly and the amount of interest paid overall – but it’s important to understand how much interest you are paying in relation to each.
Sometimes combining all borrowing into one or extending a product term can reduce how much you pay each month, but could result in you paying more interest overall.
Balance Transfer
Debt Consolidation/Refinance
You could lose your home if you don’t keep up your mortgage repayments.
You can ask to change the mortgage term from what we originally agreed with you. This might be because:
Extending your mortgage term can reduce your monthly cost, but remember by repaying your mortgage over a longer period this will however increase the amount of interest you pay overall. Find out more about how you can manage your mortgage.
You may be able to switch to a cheaper deal by applying for a Mortgage Product Transfer, early repayment charges may apply, visit our switching deals page for more information.
You could lose your home if you don’t keep up your mortgage repayments.
If you would like some suggestions on budgeting and planning for the future we have created a helpful page on how to make the most out of your money.
If you need access to your savings held in a fixed term account, we will be waiving the charge.
To do this, we will need to close your account and transfer all the funds to a different account. For Junior Cash ISAs, the money in the account belongs to the child and cannot be accessed until the child turns 18. This means that withdrawals from Junior Cash ISAs are not permitted.
To access your savings, please call us and we will arrange for your money to be moved into an account of your choice.
If you’re struggling to get a refund from the travel provider, and you paid on a Bank of Scotland credit card, we may be able to help. Use our travel disruption tool to see the options available to you before making a claim.
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.
Your money is safe in your account. We’ll never call, text or email to tell you to move money to another account, or ask for your banking details.
Fraudsters are using coronavirus to try out new scams. They're selling items online like face masks, testing kits and hand sanitisers that are fake or don't exist. Before you buy anything online, check reviews to make sure a seller is genuine. And pay by card as it helps to protect your money if there’s a problem.
Look out for other scams by email, phone and text that offer advice, a test or a cure for the virus. The NHS Test and Trace service is now running and it’s free. The vaccine is also completely free. If the NHS get in touch, they won't ask you to pay them or for any of your banking details. The NHS will never ask for copies of personal documents to prove your identity.
You can protect yourself by using the following steps:
Here are a few more tips to help you stay safe from scams:
You can find out more on how to stay safe from scams on our Fraud Hub.
We are adding extra security checks when you're shopping online, to make sure it's really you.
We can check by sending you a passcode to your mobile, calling your landline or you can use our app. Make sure you’ve given us your latest phone numbers, as if we can’t prove it’s you, your transaction will be declined. See our support page for changes to shopping and banking online to find out more.
Calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service. Not all telephone banking services are available 24 hours, 7 days a week.
Please speak to an adviser for more information.