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

If you are a business owner, we have a dedicated coronavirus support for business area for you.

Help managing your money
 

  • We’re here to support you if you have been impacted by coronavirus. So if you’re going to struggle to make your monthly payment, you may want to consider asking for a payment holiday. 

    A payment holiday is subject to approval. If accepted, you won’t need to make the usual repayments for up to 3 months, this could be a reduced amount or a full break. We have support available if you need more guidance. Payment holidays may not be for everyone. The amount you owe will go up and you will pay more interest overall.

    Please visit our Money Worries page to find out more ways we may be able to help you.

    We offer payment holidays on:

    • Mortgages
      During your payment holiday, we’ll still add interest to your mortgage. At the end of the payment holiday, the amount you pay each month will go up, this is to cover the payments and interest charges you’ll miss while you take a break. Learn more about payment holidays for your Bank of Scotland mortgage or your Halifax mortgage including how to apply online.
    • Credit cards 
      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.
    • Loans
      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.

      Our support tool helps you explore options for your credit card or loan payment holiday.

      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.
    • Car finance
      At the end of the payment holiday we will  work out how much extra you need to pay, based on the interest rate shown in your agreement. This means you will pay more as you take longer to pay back the amount you borrowed. We will add this amount to your agreement. To request a payment holiday log into your online car finance account  and follow the instructions. Find out more
    • Home Insurance
      Please contact us on 0345 122 1511 or go to our home insurance page to discuss how we can best help you, for example by offering a payment holiday or reviewing your level of cover.

    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 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.

  • 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 has ended. 

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

    Now this has ended, you will pay interest when 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 personal 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 have or expect to have a temporary loss or reduction in income for you or other members of your household because of coronavirus. If so, up to 31st October 2020, you can ask to have the temporary interest-free amount of up to £500 for a further 3 months on your personal current account arranged overdraft.  

    To ask for a further temporary 3-month period of up to £500 interest-free on your arranged overdraft, please apply here on or before 31st October 2020. If you need further support, or help with completing this form, then please contact us.

    In addition to the interest-free amount, if you have an arranged overdraft limit of more than £500 on your personal current account we may be able to offer further support for your borrowing. If your application for the interest-free amount is successful and we can see that you are eligible, 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 ‘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.

Bank securely from home

Log in to Internet Banking today

A safe and easy way to bank right now is through Internet Banking and our Mobile Banking app.

Login

How to register

Benefits of Internet Banking

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.

Find out more

Helping our customers stay digitally connected

We Are Digital

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.

What can I learn about?

  • Online food shopping
  • Booking a doctor’s appointment and using the NHS website
  • Staying in touch with friends and family through video calls
  • Internet Banking

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

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

How are our services affected?
 

  • 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 currently providing. 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 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

  • 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.

    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.

An easy way to bank with us at the moment is using Internet and Mobile Banking or self-service. You can see how well all our services are working by viewing our service status page.

Service Status

Other ways we can help 
 

  • 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.

    Travel Disruption Tool

    If you have one of the below accounts, 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 the following pages. 

    Platinum Account

    Ultimate Reward Current Account

    Premier, Gold or Silver accounts

    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.

  • 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.

  • 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

  • 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

Did you know?

  • We’ve increased the contactless payment limit to £45
  • You can pay cheques in using our Mobile Banking app up to £1,000 per individual cheque and a maximum daily limit of £2,000. Find out how in this easy guide 

Frequent questions from our customers

We’ve answered common questions on cancelled events, employee rights, payments and more.

Coronavirus FAQsCoronavirus FAQs

Your mental health and financial wellbeing during the coronavirus outbreak

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.

 

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.