Support for customers impacted by COVID-19

Customers should contact us if they need assistance but we have already put the following arrangements in place.

Debit / Credit Cards

If you have been impacted by COVID-19 (e.g. cancellation of an event paid for by card) and you wish to follow our claims process, please click here.
 
Please bear with us as our processing of disputed transaction claims are taking longer than usual due to the volumes we are currently receiving. Your patience is appreciated. If you have already made a claim, you don’t need to call us: we will be in touch if we need further information.
 
From 1 April, the limit for contactless payments has been increased to £45. The new limit may take some time to be introduced across retailers due to the current pressures of the COVID-19 outbreak. This is controlled by them, so please bear with them while these changes take effect.

Credit Cards:

  • Do you offer payment breaks?
    If you think you’ll struggle to make your monthly credit card payments because of the coronavirus pandemic, you can request a payment break of up to 3 months.
     
    This means that we can temporarily reduce your monthly credit card payment to just £1. It’s important to note that you’ll continue to be charged interest on the full balance for each month during the payment break. Your credit file will not be impacted.
     
    A payment break is used to address short term cash flow problems – please consider if it is right for you. If you can afford to pay at least your minimum payment, you should continue to do so, as this will reduce the amount of interest you pay, and will allow you to pay off your balance more quickly.
     
    To apply for a 3 month credit card payment break click here
  • Am I eligible for a payment break?
    At the moment, we’re only offering payment breaks if:

    • You are up to date with your payments, or you’ve only missed your most recent payment.
    • Your income has been impacted as a result of the coronavirus situation.

    If you’re already in arrears, or you’re experiencing financial difficulties that are likely to last more than three months, then a payment break might not be right for you. If this is the case, please call us to discuss alternative options.

  • What should I know before requesting a payment break?
    • A request for a payment break must be made by the primary cardholder.
    • Payment breaks can be requested online.
    • Please don’t call us to request a payment break unless your payment is due within the next 7 days and you need immediate financial support.
  • What if a payment break isn’t the right option for me but I’m still impacted by COVID-19?
    Please contact our Customer Services team on 0345 309 8099 who will discuss your individual circumstances with you.
     
    You can also contact the following organisations, who offer completely independent financial advice:
     
    The Financial Service Authority’s Money Advice Service
    www.moneyadviceservice.org.uk
     
    Citizen’s Advice Bureau
    www.citizensadvice.org.uk
     
    Consumer Credit Counselling Service
    www.cccs.co.uk
     
    The National Debtline
    www.nationaldebtline.co.uk
  • Will the Contact Centre remain open/are there any changes to opening hours?
    Due to staffing restrictions arising from the COVID 19 outbreak, we have adjusted our opening hours accordingly. Our latest opening hours will be shown on the Bank of Ireland Covid 19 webpage. You can also service your account online from the following page: /personal/credit-cards/credit-card-servicing/.
     
    We are currently experiencing increased wait times on our lines and apologise for any inconvenience.
  • What if I am in “Persistent Debt”?
    If you’ve had a letter from us since 15 February 2020 telling you that your account is in Persistent Debt and that your card will be suspended if you don’t contact us within 30 days, don’t worry. Due to the coronavirus (COVID-19) situation, and following advice from the Financial Conduct Authority (FCA), we’re extending the deadline for you to get in touch with us until 1 October 2020.
     
    This means that if we do not hear from you, your card will not be suspended and you will be able to continue to use your card for now.
     
    We recognise that these are challenging times and if you are experiencing financial difficulties and are concerned about paying your credit card, please contact us.
  • What about Fraud – how can I protect myself?
    Fraudsters are exploiting the spread of COVID-19 coronavirus to facilitate various types of fraud and cybercrime. To protect yourself from these threats, please continue to be vigilant with phishing emails received or emails with attachments that may contain malware.