Coronavirus: help and support

How are our services affected?

  • 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.

Bank securely from home

Log in to Internet Banking today

Managing your money from home, through Internet Banking and our Mobile Banking app, is the safest way right now.

Here are just some of the things you can do securely online:

  • View – your balance and transactions any time, on any device.
  • Pay – your bills and send money to people, including those outside the UK. You can also pay in cheques using our app.
  • Manage – your direct debits and standing orders. Freeze transactions using our app to control how your cards are used.

 

Login

How to register for Internet Banking

There's more you can do from home

Be ready for an additional check when you shop online

To make shopping online even safer, soon you’ll notice an extra security step to check it’s really you. Make sure you’ve given us your latest phone numbers. To check, log in to Internet Banking, use our app or see our support page for changes to shopping and banking online for more information.

Frequently asked questions

What’s the safest way to manage my account right now?

From branch opening hours to managing your money from home, see how we can help.

Banking safely

How can I help somebody else?

Whether you’re setting up a Power of Attorney, need to help someone bank from home or need support following a bereavement, see our guidance.

Helping others

What if my travel or event has been disrupted?

Here's how we can help with event or travel disruption.

Travel and event disruption

How can I get support with my finances?

If you’re struggling to make payments or your income has been reduced, we may be able to help.

Finance support

Help managing your money

  • 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:

    • You hold a current contents home insurance policy, and you or a member of your family living with you is an NHS staff member or care worker.

    What is the additional cover provided?

    • Your personal belongings will be covered whilst you’re working and when you’re commuting to and from work.
    • Items covered are any personal items owned by you that are worn, used or carried by you in your everyday life.
    • Personal belongings will be covered until the 30th September 2021.

    What to do if I need to claim?

    • Please notify us that you or a family member are an NHS or care worker.
    • You may be asked for a form of identification to verify your claim. You may also be asked for proof of ownership such as a receipt or photo in line with our normal claims process.

    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.
     

  • Support if you are struggling to make payments

    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.

    End of your payment holiday

    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.

    Mortgages

    Car finance 

    Our support tool helps you explore your options at the end of your credit card or loan payment holiday.

    Payment Protection Insurance 

    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.

    Overdraft limit increase

    If you need to increase your existing arranged overdraft limit, you don’t need to call us – you can apply online.

    • Using our mobile banking app, select ‘Overdraft’ from your bank account menu and follow the on-screen instructions.
    • Using Internet Banking, just log in and select ‘More actions’ on the bank account that you have the arranged overdraft set up on. Then select ‘Overdrafts’ and follow the on-screen instructions.

    Please find more information about our Internet Banking or help on signing up .

    Apply for an arranged overdraft

    If you want to apply for an overdraft, you can do this online.

    • Using our mobile banking app, select ‘Overdraft’ from your bank account menu and follow the on-screen instructions.
    • Using Internet Banking, select ‘Our products and services’, then ‘Overdraft’ and follow the on-screen instructions.
  • 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.

    1. Combining borrowing to reduce monthly payments or the amount you pay overall.
    2. Changing the term of your mortgage to reduce your monthly payment or pay off faster to reduce the interest you pay overall.
    3. Switching to a new mortgage deal with a lower interest rate, to reduce the monthly amount you pay.

     1. Combining borrowing to reduce monthly payments or the amount you pay overall

    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

    • If you have multiple credit cards, it may help to keep all your credit balances in one place and transfer high interest balances to a card with a lower rate. There may be a fee to transfer. Our balance transfer page.

    Debt Consolidation/Refinance 

    • Consolidating your debt under one loan may help as unlike a store card, credit card or arranged overdraft, a loan gives you a clear date that your borrowing will be paid off by. More information about debt consolidation
    • If you are a Bank of Scotland or Halifax mortgage customer and have larger borrowing needs to consolidate, you might be able to apply for additional borrowing on your mortgage. Similar to an unsecured loan, you’ll have one monthly payment and a clear date of when your borrowing will be paid off. Information about additional borrowing.

    You could lose your home if you don’t keep up your mortgage repayments.

    2. Changing the term of your mortgage to reduce your monthly payment or pay off faster to reduce the interest you pay overall

    You can ask to change the mortgage term from what we originally agreed with you. This might be because:

    • You think you can afford to pay more and would like to pay off your mortgage sooner, reducing the interest you pay over the life of your mortgage.
      Note: if you are in a fixed term mortgage there may be early repayment charges, so you need to work out what is most appropriate for you.
      or;
    • You want to reduce your monthly payments by extending your mortgage term. You will need to get our agreement to do this.

    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.

    3. Mortgage product transfers to reduce the monthly amount you pay

    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.

  • Making a claim for a cancelled package holiday, flights or accommodation

    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.

    Making a claim for anything else

    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.

    Find out how to make a claim
     

Stay connected and stay safe online

Get free help on how to use the internet

We Are Digital

 

We've partnered with We Are Digital who can provide free one to one training over the phone on how to make the most out of being online - whether it's your first time or you just want to learn some new skills.

 

You can get help and guidance on how to use the internet including:

 

  • Viewing your account balance & making payments.
  • Booking a doctor’s appointment and using the NHS website. 
  • Getting a food shop delivered to your front door.
  • Video calling friends and family.
  • Universal credit.

Getting in touch

 

Simply call the We Are Digital helpline on 0345 222 0333 Monday to Friday 9am – 5pm. Please note: Calls to 03 numbers are charged at no more than local rate.

 

If you have a hearing impairment, get support from a BSL (British Sign Language) interpreter and book your session using our Sign Video service. Available on Safari, Chrome or Firefox web browsers.

 

Remember, we’ll never get in touch to ask you to move money to another account, for your personal details or to take control of a computer. We Are Digital won’t do this either.

  • 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: 

    • Hang up the phone – Fraudsters can pretend to be your bank or other companies you trust. We’ll never call from the number on the back of your card. If you’re not sure who is calling, hang up.
    • Make sure it’s genuine – Even if you know who sent a message, be careful with one that arrives out of the blue. Check that it’s genuine before you reply. Call the sender on a number you trust, not one from an email or text.
    • Click with care – Only click on a link in a message if you know it's safe and trust the sender. We’ll never send you a link to log on or ask you to give your personal or banking details.

    Here are a few more tips to help you stay safe from scams:

    • Protect your devices – Update all your devices as soon as updates are available. Know where your device is at all times and lock it when it’s not in use.
    • Protect your passwords – Create a new, strong password for every account you use. It’s best to choose three random words and add numbers or special characters to make it hard to guess. And keep it private.
    • Share with care – Take care with what you share on social media. Always keep your personal and banking details private.

    You can find out more on how to stay safe from scams on our Fraud Hub.

    Be ready for changes when you shop online

    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.
     

Other available support

At home shouldn’t mean at risk – domestic abuse support

We’re supporting the Government’s #YouAreNotAlone campaign, that helps those suffering from domestic abuse. If you’re worried or suspect that someone you know may be a victim of domestic abuse, you can get more information at gov.uk/domestic-abuse. If you’re in immediate danger call 999. If you can’t speak and are calling from a mobile, listen to the operator and, when prompted, dial 55 to connect to the police, who will help.

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.