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.

Personal loans


If you applied for a Bank of Ireland UK loan before 5 November 2019 please click here to apply for a payment break. These loans were provided by NIIB Group Limited trading as Northridge Finance.
 
Alternatively, if you applied for a Bank of Ireland UK loan on or after 5 November 2019, you can apply for a payment break by completing the form on the following page
 
Please be assured, any payment breaks offered will not affect customer’s credit files held by Credit Reference Agencies.
 
If you take a payment break we are legally obliged to send you a ‘Notice of Sums in Arrears’ which will inform you that you have fallen behind with your repayments and are in breach of your agreement with us. However, this is not the case and your account will not be in arrears as long as you make your contractual monthly repayments as they become due when your payment break ends. Further information about why we have to send you this can be found in the FAQs below.
 

FAQs

  • I’m impacted by the COVID-19 pandemic - are you able to help me?
    Bank of Ireland UK is committed to supporting customers through this pandemic and want to reassure you that we’re here to help and will do all we can to support you.
     
    We have a number of options available to help you through periods of difficulty, in particular customers experiencing problems due to the impacts of COVID-19 can be considered for a payment break.
  • What is a payment break?
    A payment break can be applied to your personal loan to help you if you are struggling to meet your monthly repayments due to the pandemic.
     

    • A payment break means your personal loan payments would be paused for 3 months
    • Following the payment break your monthly repayment amount will remain the same
    • The term of your personal loan will be extended by 3 months (as your personal loan has been paused for 3 months)
    • Please do not cancel your direct debit as this could have a negative impact on your credit file.

     
    Payment breaks do not affect customers’ credit files held by credit reference agencies.
     
    If you are currently in arrears you should not complete a payment break request but call us to discuss your options. However if you take a Payment Break we are legally obliged to send you a ‘Notice of Sums in Arrears’ letter.
     
    Please be assured in these instances your account is not in arrears provided you make your contractual monthly repayments as they become due when your payment break ends.

  • How do I apply for a payment break?
    Please be assured that we will help all our customers impacted by COVID-19. If you would like to apply for a payment break, the easiest way to do this is to complete the relevant online form at the top of this page.
     
    At the moment, given the volume of applications currently being received it may take up to 7 working days to process your request. As a result we are trying to prioritise customers who are in immediate need of assistance.
     
    If you do not need your payment break to start within the next month, please apply nearer the time. If you are currently in arrears you should not complete the form and should instead call us to discuss you options. However, if your payment is due within the next 7 days and you need immediate financial support, please contact us to discuss your options. Please be aware our phone lines are currently very busy so it may take us longer to answer your call.
  • What happens after I apply for a payment break?
    Where we can, we’ll start your payment break from your next payment. However, if your next payment is due in the next 6 days your payment will be taken. This is because your direct debit payment will already have been called and therefore your payment break may start the following month. Please do not cancel your direct debit directly from your bank as this could have a negative impact on your credit file.
     
    We aim to get back to you and confirm via email within 5-7 working days from when you submit your payment break application. This will also confirm when your payments will start again.
    You should be aware that in accordance with the Consumer Credit Act, which as a lender we must comply with, we will be required to issue a ‘Notice of Sums in Arrears’ to you. However, you will not be in arrears as long as you make your contractual monthly repayments as they become due when your payment break ends. This Notice should arrive after we have confirmed your payment break.
  • Will the contact centre remain open/are there any changes to opening hours?
    Due to staffing restrictions we have adjusted our opening hours accordingly. Our latest opening hours are shown on here.
     
    We are currently experiencing increased wait times on our lines and apologise for any inconvenience this may cause.
  • Why do you need to send me a ‘Notice of Sums in Arrears’ when you agreed to a payment break?
    We are legally required under the Consumer Credit Act (Section 86B) to provide you with a ‘Notice of Sums in Arrears’ where there is a shortfall of no less than the sum of the last two payments which you are required to make.
  • Am I in ‘arrears’ as you have sent me a ‘Notice of Sums in Arears’?
    No, taking a payment break will not mean you are in arrears as long as you make your contractual monthly repayments as they become due when your payment break ends. However, in accordance with the Consumer Credit Act, which as a lender we must comply with, we are required to issue a ‘Notice of Sums in Arrears’.
  • Do I need to do anything when I receive the ‘Notice of Sums of Arrears’?
    No action is required by you at this point. We have to send the’ Notice of Sums in Arrears ‘to comply with the Consumer Credit Act. You should be aware, however, that if you miss any of your contractual payments which become due when your payment break ends, the notice will become relevant and you should take action to clear your arrears.
  • What about fraud – how can I protect myself?
    Fraudsters are exploiting the pandemic 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.