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 – FREQUENTLY ASKED QUESTIONS

1. Is it safe to withdraw money and pay with cash
 

  • To keep your money safe, we’d advise you not to carry large sums of money. A quick way to pay for your purchases is by using your debit card. 

    We’ve increased the contactless payments limit for debit cards and credit cards to £45. The £45 limit increase may not be available in all shops, as not all systems have been updated yet, so it’s best to check with the retailer first. You can also use your debit and credit card for online purchases.

    If you lose your card or if it’s stolen, you can cancel your card and request a new one. You can freeze your card if you’ve temporarily misplaced it, with the handy Card Freezes feature on our Mobile Banking app. For added control, you can also choose how and where your card can be used

2. Are branches open?
 

  • 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’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.

    Use Internet or Mobile Banking to bank from home, and stay safe.

3. How can I manage my money if I can’t get to a branch?
 

4. I have received a refund on my credit card, how can I transfer it to a bank account?
 

5. My travel booking which I paid for on my credit card has been cancelled, can I get a refund?
 

6. What should I do if I can’t keep up my payments on my loan or credit card due to coronavirus?
 

  • If you’re going to struggle to make your monthly repayment due to coronavirus, you may want to consider 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 use our support tool 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 and you fall into arrears you may be charged interest on the arrears . Arrears will be reported to credit reference agencies 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 can’t 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.

    The Money Navigator Tool offered by the Money Advice Service, also gives instant help based on what you tell it about your circumstances. You can also call the Money Advice Service on 0800 138 7777. Lines are open Monday to Friday, 8am to 6pm.

    Explore your options and find out more.

    End of your repayment holiday

    You may be coming close to the end of your repayment 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 can’t work due to sickness or unemployment. Visit our Payment Protection Insurance page for details.

  • If you’re going to struggle to make your monthly payment due to coronavirus, you may want to consider 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 can go up. This is because interest is still charged throughout the payment holiday (unless you pay 0% interest).

    Explore your options and find out how to apply online.

    End of your payment holiday

    You could be coming close to the end of your payment holiday period. 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.

7. Can I get my money back on a cancelled event?
 

8. What if my income has been affected by coronavirus?
 

  • Coronavirus is affecting workplaces across the UK. The current Government advice is that you should work from home if you can. Your workplace may be closed completely. You may need to take time off due to sickness or to self-isolate.

    Changes at work can be unsettling, especially if you’re not sure what you’re entitled to. We’ve put together this information to help you understand your rights as an employee and what any changes could mean for your income.

    The situation is changing quickly, so this information is based on what we know on 13th July 2020. It’s also important to say that this information is intended as a general guide. Your circumstances may be different and we would always advise you to seek formal legal advice if you are concerned.

  • If you are off sick with coronavirus or need to self-isolate in line with government guidance, you may be entitled to Statutory Sick Pay (SSP).

    • You are entitled to SSP if you meet the eligibility conditions.
    • If you are an agency worker, you are also entitled to SSP if you meet the conditions.
    • SSP is currently £95.85 and can be paid for up to 28 weeks.
    • Normally, SSP is paid from the fourth day of absence, but it will now be paid from day one if you are ill with coronavirus or self-isolating.

    Your employer may also offer extra sick pay. You can find out by checking your employment contract, employee handbook, company policies or asking your HR department. Remember to follow your workplace’s policy on notifying your employer that you are sick or self-isolating. If you are self-isolating, you can obtain a notification from NHS 111 online which you can use as evidence for your absence.

  • This will depend on your particular circumstances; however, as a general rule:

    If you can work from home

    If your workplace is closed and you are able to work from home, it is likely to be reasonable for your employer to ask you to do so. Where this is agreed, you should get your usual pay. Your company may have homeworking policies which you will need to follow.

    If you have to work from home due to coronavirus either because your workplace has been closed or you need to self-isolate, the Government have published guidance that employers can make tax free payments to their employees to cover any extra household costs that you have from working from home.

    The extra household costs include payments such as additional electricity or heating and broadband charges (if you didn’t already have this and you had to have it installed in order to work). Your employer can pay up to £6 a week or £26 per month without you needing to give any evidence. If your employer wants to pay more than this, you’ll need to keep records to show the extra costs and give these to your employer.

    If you can’t work from home

    If you can’t work because your workplace is shut (not because you are ill or self-isolating) and it is not reasonably possible for you to work from home, you should normally still be entitled to full pay. This is because you are willing and able to work. This may not be the case if there is no contractual requirement to offer you work, for example, if you are a casual worker.

  • Employers may need to take measures to reduce payroll costs. You could be given notice that requires you to take holidays during the shutdown, or your employer may seek volunteers to take unpaid leave.

    If there is likely to be a long-term impact on business and a reduced need for staff when the workplace reopens, employers may begin consulting on making redundancies. However, your employer might try to come to an agreement with employees and their representatives on alternatives to redundancy, such as reducing working hours or pay/benefits.

    If you and your employer both agree, your employer might be able to keep you on the payroll if they can’t operate or have no work for you to do because of coronavirus. This is known as being ‘on furlough’. You could get paid 80% of your wages, up to a monthly cap of £2,500. Find out more about this Coronavirus Job Retention Scheme. The scheme will be open until 31st October 2020, but to be eligible you would need to have been placed on furlough by 10th June 2020 (there is more flexibility if you are returning from parental leave).

    If you’re not eligible for furlough and your employer has no work for you, or you’ve been made unemployed, you may be able to claim on your Payment Protection Insurance. To claim, please email: myclaim@st-andrews.co.uk, including your full name, postcode, policy number and a copy of your redundancy letter if you have one. For security, please don’t include any other sensitive information.

  • For Government advice on coronavirus and what you need to do, including information on employment and support, visit: https://www.gov.uk/coronavirus. ACAS offer free impartial advice to employers and employees.

9. Can my Payment Protection Insurance help me?
 

10. How can I support a vulnerable person?
 

11. How do I tell you that someone has died?
 

  • We’re here to help make the next steps as simple as possible for you. The easiest way to let us know about a death is to use our online form.

    Once you’ve told us, we’ll put a stop on the accounts. So we can understand the next steps and close the accounts we’ll need you to provide us with a copy of the death certificate. If you already have this, please call 0800 056 0073 (lines are open Monday to Sunday, 8am to 8pm) or if you’d prefer you can visit us in branch. When we talk, we’ll take you through everything you need to know, what will happen next and answer any questions you may have.

    We have more information on our dedicated bereavement page.

Calls are monitored and recorded.