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 a debit card and 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.

If you have a credit card and wish to follow the claims process, please call Customer Services on 0345 309 8099.

Credit Cards:

  • Do you offer payment breaks?
    If you think you’ll struggle to make your monthly credit card payments because of the COVID-19 pandemic, you may be able to request a payment break.
     
    On or before 31 March 2021
     

    • If you have not had a payment break before, you can request one for up to 3 months at one time by calling us on 0345 309 8099.
    • If you are currently on a payment break, you can request an extension for up to 3 months.
    • You can have a break of up to 6 monthly payments in total, up to and including 31 July 2021.

    After 31 March 2021

    • If you are currently on a payment break, you may be granted an extension for up to 3 months, which must end no later than 31 July 2021.
    • If your payment break has already come to an end and you are still experiencing difficulties, please call us on 0345 309 8099.

     
    If you take a payment break, we will 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 COVID-19 pandemic.
    • You are the primary cardholder

     
    If you’re already in arrears, or you’re experiencing financial difficulties that are likely to last, 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 worried that you will not be able to resume your minimum payment once your payment break ends, please contact us as soon as possible – if you don’t resume your payments it will impact your credit file. 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 currently on a payment break and still have or are likely to experience short term issues with your finances as a result of COVID-19, you can apply for a further payment break for up to 3 months which must end no later than 31 July 2021. You can have a break of up to 6 monthly payments in total, up to and including 31 July 2021.
     
    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.
     
    Click here for more details.
  • 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.