Coronavirus (COVID-19)

Guidance and contacts

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Coronavirus is creating uncertainty everywhere, and we want to reassure customers, partners and colleagues that we’re working very hard to make sure you get the help you need. 

Finances affected by coronavirus? Request a payment holiday 

With the increased uncertainty comes increased calls leading to longer waiting times, we have therefore created the following online processes to allow us to better support you.

Request a Credit or store card payment holiday

Request a Fixed Term* payment holiday

* By Fixed Term, we mean Personal Loans or Retail Finance Agreements including Buy Now Pay Later, Interest Free Credit (excluding Your Plan) or Home Improvement finance agreements. 

NEW: £45 contactless payment limit increase

From 1st April 2020, limit for contactless payments has been increased from £30 to £45 to help reduce the number of occasions you'll need to touch shop terminals. The new limit is still being rolled out so may not be available at all retailers immediately.

 

More information and useful links

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Managing your account

If you’d like to check your balance, make a payment, request a change to your Direct Debit and much more, this can easily be done in your Online Account Manager (OAM). Learn more about our OAM here.

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Travel or holiday disruption

If you’re concerned about travel plans or insurance cover you’ve made, contact the company with whom you made your booking or your insurance provider for more guidance. The Foreign and Commonwealth Office (FCO) is giving advice to UK citizens at gov.uk/foreign-travel-advice.

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Managing your money

If you’ve been affected by the coronavirus due to illness or self-isolation and are worried about the potential impact on your finances, please get in touch as soon as possible. Depending on your circumstances, we may be able to help.

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Some tips in the current climate

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    Pay the safe way

    Where possible, use Contactless to pay for purchases. You don’t have to touch the payment terminal or exchange cash, safer for you. From 1st April 2020, limit for contactless payments will be increased from £30 to £45 to help reduce the number of occasions you'll need to touch shop terminals

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    Stay vigilant

    Look out for any suspicious emails or messages as fraudsters are trying to take advantage of the current situation by offering medical products or a safe haven for your money. Remember, we’ll never ask you to share personal data, passwords or PINs.

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    Don’t get caught out

    Always log out when you finish in your account, use secure networks as public Wi-Fi isn’t always secure and think twice about storing personal data on a wireless or mobile device.

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We’re here to help

We understand some of you may be facing a challenging few weeks as a result of Coronavirus. Please be assured that it is in our best interest to help you so visit our dedicated Customer Support page.

If you have further questions about our products, please take a look at our Help Centre.

Keep an eye on regular Government advice or for more help on health for you and your family visit the NHS website

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Stay in the loop

We’ll update the information on this page if and when the wider situation changes, so add our page to your Favourites and pop back in a few days to check if there is anything new.