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Coronavirus (COVID-19)

Supporting you through the coronavirus pandemic

As the coronavirus continues to affect us all, you may be worried about the impact on your finances.

We’re here for you if you have concerns about your money or any accounts you hold with us and our aim is to find solutions that suit your individual needs and circumstances.

The welfare and safety of both our customers and colleagues is the most important thing to us and we’ll continue to make sure you’re supported. We work hard to keep your money safe, so this includes us helping you to be fraud aware.

Staying alert to fraud

Unfortunately, fraudsters may try to take advantage of you and the current situation. It’s really important you’re aware of anything potentially suspicious, such as messages about coronavirus, trying to sell you good and services, including those claiming to be from your bank or building society. Criminals are very good at impersonating people and organisations.

A few basic rules to remember are:

  • We will never ask you for your full PIN or password;
  • We will never ask you to move money from your accounts;
  • Never click on links or download attachments as fraudsters might infect your device with malware, or enter personal details for anyone or any website you don’t trust;
  • Never feel pressured into sending money to someone, or deal with someone you don’t know or are unsure about;

If it seems too good to be true, you are unsure, or feel uncomfortable, say no. Taking the time to stop and think, or refuse a request will not be a problem with something that is genuine.


Mortgage payment holidays and what happens next


Understanding mortgage payment holidays

You will be able to take a payment holiday for up to 3 months at a time, for a maximum of 6 months.

You may be eligible to apply for a payment holiday if:

  • You have been directly or indirectly impacted by Covid-19
  • Your mortgage payments are up to date
  • You will be able to start to repay your mortgage once the payment holiday ends.

If your account is in arrears, you may be eligible but we'll need to talk to you to assess this.

  • You have up to the 31st March 2021 to apply for a payment holiday
  • All payment holidays must cease by the 31st July 2021

How to Apply

If you haven’t already taken a mortgage payment holiday, think you would be eligible and would like to apply for a payment holiday, complete the form below or call us.

You have already had one mortgage payment holiday

If you have already had a mortgage payment holiday and want to apply for a further payment holiday you will have to wait until you have come to the end of your existing payment holiday and have received a letter from us outlining the impact it has had on your mortgage. If you can afford to re-start your mortgage payments it’s in your best interests to do so.

You have already had two mortgage payment holidays

If you’ve already taken two mortgage payment holidays please do not fill in the form for another as it will automatically be declined.

If you’re still worried about meeting your future mortgage payments please call us on the number below as soon as possible, to talk through your options.

You can talk to us

If you’re worried about meeting your long term financial needs then a payment holiday may not be the best option for you. This is because during the payment holiday period interest will continue to be charged and your mortgage balance will increase. If you’re already in arrears or facing long term difficulty it’s really important you talk to us before applying for a payment holiday.

If you think you would be eligible and would like to apply for a Payment Holiday, complete the:

Mortgage payment holiday request form

We aim to respond to your request within 7 working days but please bear with us as we are experiencing high volumes.

Although we try to help as many customers as possible, there will be some cases where a payment holiday may not be available to you.

To help us process your payment holiday request, we may need to call you to talk about your finances to help us understand your current financial situation. This will include discussing details of any regular source of income and any regular expenses.

You can also cancel an existing payment holiday at any time by calling us. Cancelling your payment holiday early would have a positive impact on your future monthly mortgage payments.

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