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Call us0800 121 8899

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Monday to Friday 8am - 8pm
Saturday 9am - 5pm
Sunday 10am - 4pm

All enquiries 0800 121 8899

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Service interruption

Our Online Services, password setup service and savings account opening will be unavailable from 11pm on Thursday 20 September until the early hours of Friday 21 September whilst we carry out routine maintenance. We apologise for any inconvenience this may cause.

We’d prefer to pay this direct to the policyholder’s bank account because this is the fastest and most secure payment method. Alternatively, we can send you a cheque if this is preferred.

Please note: any compensation that is paid must be made payable to all the people named on the account.

If you are or have been subject to a Bankruptcy Order or Sequestration (in Scotland), you may be under an obligation to pay the refund you receive from us to your Official Receiver, Insolvency Practitioner or Trustee (in Scotland).

Do I need to pay tax on any compensation paid to me?

HM Revenue & Customs (HMRC) regulations require us to deduct basic rate income tax from the 8% compensation interest awarded as part of your redress payment. This will be paid to HMRC on your behalf.

Not everyone will liable to pay income tax and others may be higher/additional rate taxpayers. If this is the case, you’ll need to contact your local tax office to arrange a refund or make an extra payment to clear your liability. When doing this, please note that the tax has only been charged on the 8% compensation interest element and not on the full amount.

You will receive a payment confirmation letter which will set out what element of the compensation is interest.  You should keep this to help with any claim for a refund of tax from HMRC or to support your self-assessment tax return if you are a higher rate tax payer.