We understand you might be worried during this unusual time. We’re here to help and support you. Most of our services are available online.
We’re trying to keep our branches and phone lines open for those who really need us. Please leave our phone lines free for those in greatest need of help and it's essential that you don’t visit a branch unless it’s absolutely necessary.
Managing your money from home
Our 24 hour Online Services are the best way to manage your money right now. If you don’t already manage your money online, you can register quickly and there’s a lot of help online if you get stuck. You’ll be able to securely check your balance, make payments and open new savings accounts online. This leaves branches free for essential use only and our phone lines for vulnerable customers.
Our Customer Service Centre
We’re experiencing very high call volumes at the moment so we appreciate your patience during this unprecedented period. Where possible please leave our phone lines free to help us support vulnerable customers. You can do most things using our 24 hour Online Services.
Monday to Friday 9am-6pm
Bank holidays – closed
Monday to Friday 9am-6pm
Sunday - closed
Bank holidays – closed
Easter opening hours - our Customer Service Centre is closed on Friday 10 April, Sunday 12 April and Monday 13 April.
All enquiries - 0800 121 8899
Free calls from mobiles and landlines - Call costs explained
Supporting you in branch
Branches are essential and that’s why the government has allowed us to remain open. But you must only come into a branch if there’s something vital that can’t be done online or over the phone.
If you or anyone you live with has a fever or a persistent cough, you must not come into any of our branches. If you’re well, and have no other option but to visit a branch, it’s really important that you follow the government guidance on social distancing to keep us all safe. We’ve put some measures in place to make this easier.
Check your branch before you visit as opening times may be different and we may need to temporarily close branches.
Mortgage payment holiday – important information
We know that you might have concerns about your finances at this time. If you are able to maintain your mortgage payments you should continue to do so. However if your ability to pay has been affected by Coronavirus you can request a payment holiday of up to three months.
If you’re up to date with your mortgage payments
If you’re not in arrears and ready to arrange an immediate payment holiday the quickest way to do this is to complete our online mortgage payment holiday form.
If you’re behind with your mortgage payments
If you’re already experiencing financial difficulty and are behind on your mortgage repayments, there are similar steps we can take so please call us about how we can help.
We’re experiencing very high call volumes at the moment so we appreciate your patience during this unprecedented period.
Buying a new property – important information
If you’re currently in the process of buying a new property, you could be facing delays because of the ongoing Coronavirus situation. You may also have concerns about your finances so it might help to delay your purchase until the situation becomes more stable.
If you’ve exchanged contracts but you’re unable to complete the purchase because of the impact of Coronavirus, we’re here to support you. We can extend your mortgage offer for up to three months for both residential and Buy to Let purchases.
Find out more about extending your mortgage offer
What does it mean for our AGM?
Due to the coronavirus outbreak, we have to do the AGM differently this year. Sadly, this means we don’t want members to attend.
Voting is still going ahead and as a member your vote is still really important to us. Please vote online. If that’s not possible, you can still vote by post, to arrive with us by Monday 20 April 2020.
And watch out for the crooks
Your bank or building society will never ask you to share your bank details or security details, or tell you to move your money to a ‘safe account’ so don’t click on any texts or emails that you get asking you to.
Genuine banking, law enforcement, or other Government institutions such as HMRC will never text or email you to ask you for money for mortgage arrears, or to click on links to help you with payment holidays or tax rebates.
A genuine health institution will never ask you to pay for healthcare advice, statistics and information about the Coronavirus.
Fraudsters may also try to exploit the Coronavirus situation to trick you into:
- making investments with unrealistic returns
- giving out your personal or financial information by posing as travel companies or airlines
- paying for a vaccine or asking for donations to Coronavirus charities directly on your doorstep
- sending money to help them by trying to get emotionally involved with you.
Remember, if it sounds too good to be true it probably is.
Taking a moment to stop and think before parting with your money or information could keep you safe.
Take a look at our fraud information and learn how to protect yourself online.
Please contact us if you think you have been a victim of fraud.