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. To help find the right solution for your needs you can use our coronavirus support tools for credit cards and loans and for Halifax mortgages. If you have a Bank of Scotland mortgage, find out more here.

Coronavirus: help and support

Support for customers impacted by coronavirus (COVID-19) 


As the impact of coronavirus is felt across the UK, you may have concerns about how it could affect you and your money.

Bank securely from home with Internet Banking

The safest and easiest way to bank right now is through Internet Banking and our Mobile Banking app. Here are just some of the things you can do:

  • View your balance and transactions at any time, using any device.
  • Pay bills and send money to people, including those outside the UK.
  • Manage your direct debits and standing orders.
  • Freeze transactions – using our app you can control how your cards are used, by freezing some transaction types.
  • Pay in cheques using our app - up to £1,000 per cheque, with a £2,000 daily limit.

We use the very latest security tech to help you stay safe online. And you’re always protected by our online and mobile banking fraud guarantee.

How are our services affected?
 

Telephone

Due to the challenging times we’re all experiencing, we’re dealing with a much higher number of calls from customers than usual and our call waiting times are much longer.

So we can support our most vulnerable customers, please only call us if your enquiry is urgent.

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.

Branches Update

To protect you and our colleagues, we’ve put social distancing measures in place in our branches so you can bank with us safely. 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. Our branches will open again fully, ready to help you, as soon as it’s safe to do so.

We’re keeping as many branches open as we can but, in some cases we may have to temporarily close a branch.

We’ve made some changes to our opening hours and services we’re providing at the moment. Most of our branches are now open between 9:30am and 3:30pm Monday to Friday. To find out if your local branch is open and when please check our branch locator.
 

You can also do your everyday banking at your local Post Office

You can also 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.

Internet and Mobile Banking

Managing your money
 

There are quick links below to useful content and application processes that may help you manage your money.

 

  • We’re here to support you as much as possible with your finances during these challenging times. We know you might be worried about finding time to manage your money, and we’d like to reassure you that we’re committed to helping you, as you’re helping us. Although we encourage everyone to continue using our online services, we understand that you sometimes will need to speak to a person. So we’re giving you priority access to our call centre.  We’ve also listed a number of different ways that we can help you manage your money in these times.

    As a thank you for supporting those impacted by coronavirus, personal belongings of NHS and Care workers that are damaged, lost or stolen whilst working or commuting, will be covered under standard contents policies at no extra cost during the pandemic. More information can be found in our Home Insurance FAQs.

     

  • If you have booked travel and your flights or holiday have been cancelled, you may be able to get your money back. This can be done through a number of ways:

    Contact your travel provider

    The company you booked with may be able to help. To resolve any travel disputes please contact the merchant in the first instance and check their website for helpful information.

    Below are links to the web pages for the main travel providers used by our customers, which may help you further. We’ve also included the links for their Coronavirus web pages, however we suggest you ensure you look at information across all of their web pages to understand how they can best help you. 

    Bank of Scotland is not responsible for the content or function of third party websites.

    Ways we may be able to help

    If you’re struggling to get a refund from the travel provider, and you paid on a credit or debit card, we may be able to help. Use our handy travel disruption tool to see the options available to you.

    If you are a Platinum Account holder, travel insurance is included as a benefit. If you’re abroad or if your travel plans have been impacted by coronavirus, you can check what you're covered for on our Platinum Account page.

    Customers with the Ultimate Reward Current Account can find further information on our Ultimate Reward Current Account page.

    Customers with Premier, Gold or Silver Accounts can find further information within the previous bank accounts page.

    Please note that trips booked after March 18th 2020 are not covered under the ‘Cancellation or curtailment charges and early return’ section in relation to coronavirus. However, AXA will continue to cover medical costs if you become ill in a country or region the Foreign and Commonwealth Office hasn’t advised against visiting.

    We know that this is a very confusing time, so we’ve answered some of your frequently asked travel questions to help make things simpler.

  • If you need access to your savings held in a fixed term account, we will be waiving the charge.

    To access your savings we will need to close your account and all funds will be transferred to an alternative account. 

    For Junior Cash ISAs, all money paid into the account belongs to the child and can't be returned, therefore we are not able to allow access to these accounts.

    To access your savings please call us and we will arrange for your money to be moved into an account of your choice.

     

  • Changes to the temporary interest free amount on arranged overdrafts from 10th July 2020

    The temporary interest free amount for arranged overdrafts on personal current accounts is ending.

    Between 9th April and 9th July 2020, the first £500 of an arranged overdraft will be interest free. If your arranged overdraft limit is lower than this amount, all of it will be interest free.

    From 10th July, you’ll start to pay interest whenever you use your arranged overdraft, unless your account has a standard interest free amount and you stay within this. You can find the standard interest free amounts for each of our accounts and check what you’ll pay here

    Further support for your primary current account

    We are here to support our customers during the impact of coronavirus and if you are going to struggle we are still here to help. It might be that you are expecting a loss or reduction in income for you or other members of household because of coronavirus, so you can ask to have the interest-free amount of up to £500 for a further 3 months on your primary personal current account (a primary current account is where you receive your main source of income such as your wages, salary or pension payments). 

    To ask for a further 3-month period of up to £500 interest-free on your arranged overdraft, please apply here. If you need further support, or help with completing this form, then please contact us.

    In addition to the interest-free amount, we may be able to offer further support for your borrowing.  If your application is successful, we will get back in touch with you with more information.

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

     

  • We’re here to support you throughout the coronavirus crisis, no matter the situation. And if you’re going to struggle to make your monthly mortgage payment because of coronavirus, you may want to think about taking a payment holiday. You can initially ask to take a break of up to 3 months. We have support available if you need more guidance. 

    Payment holidays may not be for everyone, as at the end of the payment holiday, we'll recalculate your monthly payments and the amount you owe will go up. That's because even though you do not make payments due to the payment holiday, we will still add interest to your mortgage.

    Learn more about payment holidays for your Bank of Scotland mortgage or your Halifax Mortgage including how to apply online.

    End of your payment holiday

    You may be coming close to the end of your mortgage 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 your monthly payments and interest charges as low as possible. If you are worried about being able to restart your full payments, there are ways we can help you. 

    Find out about your options at the end of your payment holiday for your Bank of Scotland mortgage or your Halifax Mortgage

    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.

     

  • Credit Cards payment holiday

    We’re here to support you throughout the coronavirus crisis, no matter the situation. And if you’re going to struggle to make your monthly payment because of coronavirus, you may want to think about 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 may go up. This is because interest is still charged throughout the payment holiday (unless you pay 0% interest).

    Learn more about payment holidays and how to apply online.

    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.

    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.

    Credit Cards limit increase

    If you need to increase your existing Credit Card limit, you don’t need to call us – you can apply using Internet Banking.

    Using Internet Banking, just log in and select ‘More actions’ button next to your credit card, then select ‘Manage credit limit’.

    To request a credit limit increase, you’ll need a payment history of at least six months on your account. We’ll only offer you an increase if we think you can afford it. You can ask to lower your credit limit at any time.

     

  • We’re here to support you throughout the coronavirus crisis, no matter the situation. And if you’re going to struggle to make your monthly repayment because of coronavirus, you may want to think about 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 complete our loans repayment holiday form 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, you may be charged additional interest, fall into arrears 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’re unable to 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.

    Learn more about repayment holidays and how to apply online.

    End of your repayment 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 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 are unable to work due to sickness or unemployment. Visit our Payment Protection Insurance page for details.

     

  • If you’ve been financially affected by the coronavirus (COVID-19) outbreak, you may want to consider a payment holiday.

    We may be able to give you a payment holiday and defer your payments for up to 3 months if you need it.

    Payment holidays may not be right for everyone as you will pay more as you take longer to pay back the amount you borrowed. We will work out how much extra you need to pay, based on the interest rate shown in your agreement, and we will add this amount to your agreement.

    To find out more please have a look at helping our customers during coronavirus.

    Or to request a payment holiday log into your online car finance account and follow the instructions.

    Login to manage your account

     

  • From the 1st April you can spend up to £45 on your contactless debit or credit card. We’ve increased contactless payment limits in line with the national roll-out. 

     

  • To allow you to do more through your Mobile Banking App without having to visit a branch, we have increased the transaction limit for paying a cheque into your account via the app. The increase on each individual cheque is from £500 to £1,000, and the maximum daily limit of £1,000 per day to £2,000 per day. An easy guide of how to pay in a cheque can be found here.

     

  • Home insurance premium holiday

    If you’re experiencing financial difficulties, we may be able to offer you support such as reviewing your policy cover or offer a payment holiday. Please contact us on 0345 122 1511 to go to our home insurance page for more information.

    Unoccupied property extension on your home insurance

    We’ve extended the length of time you can leave your property empty for. Usually it shouldn’t be left empty for more than 30 days (60 days for some policies). However, if your property is empty for longer due to the coronavirus outbreak (for example if you’re stuck abroad or staying with family) we will still cover your property for as long as it takes for the situation to be resolved.

     

  • We’re here to help to make the process as simple as possible.  The easiest way to contact us to notify us of a death is to use our online form.

    Once we’ve received your notification we’ll freeze the accounts. Once you have a death certificate, we’ll still need you to get in touch so that we can help you with the next steps.

    If you already have a death certificate, please call our Specialist Bereavement Team and we’ll guide you through the next steps.

    We have more information on our dedicated bereavement page.

     

  • 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.

How to stay safe from fraud

Remember, your money is safe in your account.

People are using the coronavirus outbreak 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 it’s a good idea to check reviews to make sure a seller is genuine, and pay by card if you can as it helps to protect your cash.

There are also scams by email, phone and text offering advice, a test or a cure for the virus. The NHS test and trace service is now running. This is a free service. If the NHS contact you they won’t ask for any payments, or banking details.

You can protect yourself with the following steps:

  • Hang up the phone – If you’re not sure who’s calling, hang up. Scam calls want your money or personal and banking details. They may ask you to speak to an operator or to press a button for more information.
  • Inbox safety – If you get a message out of the blue, or you don’t know the sender, it could be a scam. Scam emails and texts can look odd, with spelling mistakes and messy layouts. It’s best not to open or reply to this kind of message.
  • Click with care – You should only click on a link or attachment in a message if you know it’s safe.                       

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

  • Device safety – Make sure to keep your device up to date, lock it when not in use and be careful what you download as it may contain a virus.
  • Use strong passwords – When you need to set a password, make sure it’s hard to guess and don’t share it. A good idea is to use three random words.
  • Social media safe – 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.

Managing your mental health during the coronavirus outbreak

On March 16th the UK Government announced social distancing measures for everybody, not just those who are experiencing symptoms of coronavirus and other illnesses. It’s currently uncertain as to how long this will last. This is unlike anything most of us have experienced before, and it can feel strange, confusing and overwhelming.

Many of us will be working from home, some may have lost their jobs and others may need to take time off work due to illness. All of which prevent us from having our usual daily interactions. This is bound to have an impact on our mental health. So what can we do to help ourselves and look after others during this time?

Our charity partner, Mental Health UK, has developed some useful tips and ideas to help people look after their mental health in such challenging times and some practical advice on how you can help your local community.

With our support, Mental Health UK has also launched a library full of tips and tools, to help parents, guardians, and carers have conversations about mental health with young people.

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.

If I am impacted by coronavirus, what does it mean for my money?

Whilst the current focus is on people’s physical and mental health, the fallout and dramatic changes caused by the coronavirus outbreak could also have an impact on people’s financial wellbeing.

Find out more

Frequent questions from our customers

We understand that this is a very confusing time, so we’ve answered some of your frequently asked questions to help make things simpler.

Coronavirus FAQsCoronavirus FAQs

Helping our customers stay digitally connected

We’ve teamed up with We Are Digital to help people learn how to access essential services on the internet, whilst staying safe at home.

We understand that staying at home can be a challenge for customers without local help, so We Are Digital has been created to help people learn easy and safe ways they can get what they need. We Are Digital offer free training and guidance on how to use the internet. Topics include: online food shopping; booking a doctor’s appointment; using the NHS website; staying in touch with friends and family through video calls; as well as internet banking and more.

To get help you can contact We Are Digital on 0345 222 0333 from Monday to Friday 9am - 5pm. 

Telephone Banking

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.

You can call us on 0345 850 1022 to register for our voice ID service.

 

Important information

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.

Bank of Scotland Credit Cards are issued by Bank of Scotland plc, Registered in Scotland No.SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration no. 169628.