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.

Help if your travel has been disrupted

We understand that your travel plans may have changed recently. To give you the right help, we need to ask you a few questions.

Before you begin...

Payment issues are often resolved faster by contacting the travel provider directly. We always recommend doing this first.

 

Many flights and holiday purchases are covered by protection schemes, such as ATOL, who may refund you when a travel merchant ceases to trade. Most of these schemes will provide you with a certificate so please check your booking confirmation, the travel provider’s website or the administrator of your travel provider.

If your booking is protected, please follow the guidance that will be issued by your protection scheme on their website. 

If your travel provider is not covered by a protection scheme, or that scheme have confirmed they are unable to give you a refund, we can help you find out if you can get your money back.   

Credit card customer

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Debit card customer

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Unfortunately we won’t be able to help you with your payment issue until the trip has been cancelled. Please get in touch with your travel provider to discuss this with them directly.

If you have a bank account with insurance benefits, or other travel insurance policies, you might be able to make a claim. 

You can find out more about our bank accounts with insurance benefits in these FAQs

If your trip has been cancelled and you haven't received cancellation confirmation, get in touch with your travel provider. Speaking to them directly will help to speed things up for you.

Take a look at these FAQs. They'll help you understand more about your rights after accepting a voucher or alternative refund option.

Great. If you need any help with your voucher get in touch with your travel provider.

NEED CONTENT IF THE CUSTOMER IS NOT HAPPY

Thanks for answering our questions. We can help you find out if you can get your money back.

Credit card customer

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Debit card customer

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It could take up to 30 days for your refund to reach your account, as some travel providers are taking longer than usual to process payments. You can find links to the main travel providers our customers use here.

We recommend waiting 30 days before getting back in touch with us.

Thanks for answering our questions. We can help you find out if you can get your money back.

Credit card customer

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Debit card customer

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Ok, we recommend you get in touch with your travel provider directly.

It could take up to 30 days for your refund to reach your account, as some travel providers are taking longer than usual to process payments.

We suggest waiting 30 days before getting back in touch with us.

Unfortunately we won’t be able to help you with your payment issue until the trip has been cancelled. Please get in touch with your travel provider to discuss this with them directly.

If you have a bank account with insurance benefits, you might be able to make a claim.

We recommend getting in touch with your travel provider and also reviewing your travel insurance policy.

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from the travel policy which comes with  your bank account with us with insurance benefits. 

In some cases, you might be able to make a claim nearer to the date of your trip or make a claim on other parts of your policy. Other claims not related to coronavirus are unaffected . 

We recommend taking a look at our FAQs for our bank accounts with insurance benefits, for any future claims you might have. 

Please also review any other travel insurance policies you may have.

This could include things like car hire, excursions, flights, accommodation and package holidays.

Companies should be providing compensation, damages or refunds as a result of any impacts from coronavirus.

If you are unhappy with any reimbursements you should contact the provider.

Only when you've done this, should you contact your travel insurance to make a claim. You may be asked to provide confirmation from the provider on any costs not refunded.

Please remember to contact all merchants / providers associated with your cancelled trip.

If you do have a Personal Banking Account, review the FAQ's related to it (opens in a PDF document).

Thanks for answering our questions.

It’s taking some providers longer than usual to process payments, so please keep this in mind. Please wait until you have received a response from the travel provider before considering next steps. 

Remember, if your travel provider offers vouchers or an alternative refund option, you can ask directly for a cash refund instead. 

If you haven’t heard from your travel provider, you should consider getting in touch with your card provider directly, as they may be able to help. Some card providers are taking longer than usual to process payments at the moment, so please keep this in mind.

If you have a bank account with us with insurance benefits, and you are not satisfied with the response from your travel provider, and you  think you still might be able to make a claim, please take a look at your policy T&Cs and our FAQs for our bank accounts with insurance benefits.

If you have any other travel insurance policies and think you still might be able to make a claim, please take a look at your policy T&Cs.

At this difficult time, some travel providers are taking longer than usual to process payments.

You should wait until 30 days have passed before contacting us again. If you need your money back sooner, contact your travel provider directly.

Booked a package holiday? 

If your travel has been cancelled by the provider, you're usually entitled to a full cash refund from the travel provider you booked with. If they've offered vouchers or an alternative refund option, you can ask them directly for a cash refund instead. 

You can find more information in our FAQs for bank accounts with us with insurance benefits.

Booked your own transport and other services with different providers? 

If your travel has been cancelled by the provider, you're usually entitled to a full refund for all transport costs, and your transport provider should help you with this. If your flight was cancelled, the airline you booked with should issue the refund in line with the EU Denied Boarding Regulation. For more information on this, please visit the Civil Aviation Authority website. 

What about other costs like accommodation or car hire?

You will need to request a refund from the service provider. If this was unsuccessful,  you can then get in touch with your insurance provider to find out if you can make a claim. You might be asked to show confirmation from the provider of any costs not refunded.

If you have a bank account with us with insurance benefits, take a look at these FAQs.

If you have any other travel insurance policies and think you still might be able to make a claim, please take a look at your policy T&Cs.

Ok, you need to get in touch with your travel provider.

At this difficult time some travel providers are taking longer than usual to process payments.

We suggest you wait 30 days before contacting us again.

No problem, thanks for helping us understand more about your issue. We can help you raise a claim, and find out if we can get your money back.

CONTINUE

Direct Debit Customer

Please call our customer services on <NUMBER>.

We recommend getting in touch with your travel provider and also reviewing your travel insurance policy. You can find links to the main travel providers our customers use here.

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from the travel policy which comes with your bank account with us with insurance benefits.  

Other claims not related to coronavirus are unaffected. You might be able to make a claim under other parts of your policy. Find out if you can by reading our FAQs about our bank accounts with insurance benefits, and your existing policy details.

Please also review any other travel insurance policies you may have.

 

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from the travel policy which comes with  your bank account with us with insurance benefits. 

In some cases, you might be able to make a claim nearer to the date of your trip or make a claim on other parts of your policy. Other claims not related to coronavirus are unaffected . 

We recommend taking a look at our FAQs for our bank accounts with insurance benefits, for any future claims you might have. 

Please also review any other travel insurance policies you may have.

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from the travel policy which comes with your bank account with us with insurance benefits.

Other claims not related to coronavirus are unaffected. You might be able to make a claim under other parts of your policy. Find out if you can by reading our FAQs about our bank accounts with insurance benefits, and your existing policy details.

Please also review any other travel insurance policies you may have.

This could include things like car hire, excursions, flights, accommodation and package holidays.

You should get in touch with your travel provider directly, as they may be able to help. You can find links to the main travel providers our customers use here.

It’s taking some providers longer than usual to process payments, so please keep this in mind.

Please remember, if they offer vouchers or an alternative refund option, you can ask directly for a cash refund instead.

When you've done this, you can get in touch with your travel insurance provider to find out if you can make a claim. They may ask to see some confirmation from the travel provider of any costs that can't be refunded.

You can find out more about our bank accounts with insurance benefits in these FAQs.

Thanks for answering our questions.

It’s taking some providers longer than usual to process payments, so please keep this in mind. Please wait until you have received a response from the travel provider before considering next steps. 

Remember, if your travel provider offers vouchers or an alternative refund option, you can ask directly for a cash refund instead. 

If you have a bank account with us with insurance benefits, and you are not satisfied with the response from your travel provider, and you  think you still might be able to make a claim, please take a look at your policy T&Cs and our FAQs for our bank accounts with insurance benefits.

If you have any other travel insurance policies and think you still might be able to make a claim, please take a look at your policy T&Cs.

At this difficult time, some travel providers are taking longer than usual to process payments.

You should wait until 30 days have passed before contacting us again. If you need your money back sooner, contact your travel provider directly.

Booked a package holiday? 

If your travel has been cancelled by the provider, you're usually entitled to a full cash refund from the travel provider you booked with. If they've offered vouchers or an alternative refund option, you can ask them directly for a cash refund instead. 

You can find more information in our FAQs for bank accounts with us with insurance benefits.

Booked your own transport and other services with different providers? 

If your travel has been cancelled by the provider, you're usually entitled to a full refund for all transport costs, and your transport provider should help you with this. If your flight was cancelled, the airline you booked with should issue the refund in line with the EU Denied Boarding Regulation. For more information on this, please visit the Civil Aviation Authority website.

What about other costs like accommodation or car hire?

You will need to request a refund from the service provider. If this was unsuccessful,  you can then get in touch with your insurance provider to find out if you can make a claim. You might be asked to show confirmation from the provider of any costs not refunded.

If you have a bank account with us with insurance benefits, take a look at these FAQs.

If you have any other travel insurance policies and think you still might be able to make a claim, please take a look at your policy T&Cs.

OK, we recommend getting in touch with your travel provider directly.  You can find links to the main travel providers our customers use here.

If you're not satisfied with the compensation you've received, you should discuss this with your travel provider directly.

If you have one of our bank accounts with insurance benefits, take a look at these FAQs

No problem, thanks for helping us understand more about your issue. We can help you raise a claim, and find out if we can get your money back.

CONTINUE

Direct Debit Customer

Please call our customer services on <NUMBER>.

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from the travel policy which comes with  your bank account with us with insurance benefits. 

Other claims not related to coronavirus are unaffected. You might be able to make a claim under other parts of your policy. Find out if you can by reading our FAQs  about our bank accounts with insurance benefits, and your existing policy details. 

Please also review any other travel insurance policies you may have. 

Unfortunately we won’t be able to help you with your payment issue, as you’ve cancelled the trip and you’re not eligible for a refund.

If you have a bank account with insurance benefits, you might be able to make a claim. Similarly, if you have travel insurance in place, you should review your policies to see if you can make a claim. 

You can find out more about our bank accounts with insurance benefits in these FAQs.

We recommend getting in touch with your travel provider and also reviewing your travel insurance policy. You can find links to the main travel providers our customers use here.

You might also want to contact your card provider, as they may be able to help. 

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from the travel policy which comes with your bank account with us with insurance benefits.

Other claims not related to coronavirus are unaffected. You might be able to make a claim under other parts of your policy. Find out if you can by reading our FAQs about our bank accounts with insurance benefits, and your existing policy details.

Please also review any other travel insurance policies you may have

Ok, we recommend you get in touch with your travel provider directly. You can find links to the main travel providers our customers use here.

It could take up to 30 days for your refund to reach your account, as some travel providers are taking longer than usual to process payments.

We suggest waiting 30 days before getting back in touch with us.