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.
 
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 until 31 October 2020.
     
    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 contractual 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.
     
    Click here for more information.
  • 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.
    • You are the primary cardholder

    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.

  • How will I know when my payment break is ending?
    We will contact you by email or SMS before your payment break is due to end. Once it has ended, your next statement will show you your new contractual minimum payment and when it is due to be paid.
     
    Please be aware that this payment will be higher as it will be based on the outstanding balance, including any new spend and interest accrued during the payment break.
     
    If you can afford to resume your minimum payments at the end of your payment break, you should do so. You do not need to contact us to do this.
     
    If you can afford to pay more than your minimum payment, this will help you pay off your balance more quickly and will save you money through reduced interest charges.
  • What if I can’t afford to pay my minimum payment once my payment break ends?
    If you are confident that you will be able to resume your minimum payments within the next 3 months but need further temporary support due to COVID 19, we may be able to offer you a further payment break. Click here for more details.
     
    If you are worried that you will not be able to resume your minimum payment once your payment break ends, please contact us as soon as possible. When you call us, we’ll talk to you about your everyday spending, so it would help to have information about your income and outgoings to hand, for example:
     
    Income

    • Salary
    • Any benefits
    • Other income

     
    Outgoings

    • Mortgage/Rent
    • Utility bills (gas, electricity, water, etc)
    • Telephone
    • Food
    • Clothing
    • Insurance
    • Credit card/loan payments
    • Vehicle expenses (petrol, insurance, tax, etc)
    • Gym/sports membership
    • Savings

     
    If you would like to speak with someone independently about free, confidential and impartial advice about your finances, you can contact organisations such as:

     
    These organisations can provide help and guidance and will be able to give you information about different options available to you. If you are already in touch with an organisation that is giving you financial advice, please let us know and we can deal with them directly.
     
    You may also refer to the consumer information provided by the Financial Conduct Authority (www.fca.org.uk/consumers/dealing-financial-difficulties-coronavirus) which contains contact details for other sources of free and impartial financial help. You should seek help that you feel best suits your circumstances.

  • Can I apply for a further payment break?
    If you are able to resume your monthly payments, it is in your best interests to do so.
     
    If you are still experiencing or likely to experience short term issues with your finances as a result of COVID-19, you can apply for one further payment break for up to 3 months.
     
    Please remember that if you do apply for a further payment break, the amount you owe will increase as interest will continue to be charged on the outstanding balance and on any new spend. This will increase your contractual minimum payments once your payment break ends and you’ll need to consider if you can afford the increased payment as a result.
     
    We will not report to credit reference agencies that a payment break has been requested. However lenders may take into account other information when making future lending decisions, including information provided by you or bank account information.
     
    Please note, we can only offer a maximum of two consecutive payment breaks on your credit card account.
     
    Click here for more details.
  • 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
     
    Citizens Advice
    www.citizensadvice.org.uk
     
    Consumer Credit Counselling Service
    www.cccs.co.uk
     
    The National Debtline
    www.nationaldebtline.co.uk
  • What if I am in “Persistent Debt”?
    If you’ve had a letter from us 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 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 31 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 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.