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 

If your finances have been affected by the pandemic and this is your first request for a payment holiday for this product, you can submit it by clicking on the links below. 

If you have an existing payment holiday, we will contact you before it ends to let you know what happens next. Please do not submit another payment holiday request for this product as it will not be approved.

Credit or store card

Personal Loans or Retail Finance Agreements including Buy Now Pay Later and Interest Free Credit

Your Plan or Home Improvement Finance Agreements

Motor Finance Agreements

Insurance Premium Finance Credit Agreements

 

Extension to the Special Offer Period

If you have Buy Now Pay Later (BNPL) Agreements under Your Plan or other BNPL Retail Finance Agreements with us, you may ask for an extension to the Special Offer Period here.

 

Coronavirus consumer support

If you need further information about managing your finances during coronavirus, please visit FCA guidance webpage.

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.