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Latest Information for Branch Customers

To protect the health and safety of our branch customers and teams at this time, we’re asking customers not to visit our branches unless absolutely necessary.

If you're a regular saver customer, please set up a standing order which will enable you to make your monthly deposits without having to visit a branch. If you hold one of our branch-only or regular savings accounts, please set up a standing order with your main bank. Instructions on how to do this by post or telephone can be found here.

If you’re concerned about being able to access your savings due to the coronavirus (COVID-19) situation, please be assured we’re here to support you and will help you access your money without having to visit us in person.

Further information can be found here, including how you can make a deposit or withdrawal from your savings account.

Latest Information for Mortgage Customers

Kent Reliance is offering support to customers that are experiencing issues with their finances as a result of COVID-19, with a payment holiday of up to three months. If you need to request a payment holiday, the quickest and easiest way to do this is to complete our online form. We will aim to get back to you within 5-7 days.

For those customers who have April mortgage payments due, we can confirm that as long as a mortgage holiday has been agreed with us in advance either on the phone or via email, that this payment will not be taken. Further updates for mortgage customers can be found here.

Please be aware that due to the challenging times we’re all experiencing, we’re dealing with a much higher number of calls than normal. We’re still doing our best to help customers as quickly as possible and we appreciate your understanding.

We’ve put together some information below to let you know what steps we’re taking and will update it as an as and when we receive new information.

What measures are you taking in respect to coronavirus (COVID-19)?

We’re following the government’s official guidelines to reduce the risk to our customers and our team so that we can continue to serve you, whether you bank with us online or if absolutely essential, at a branch.

This is an evolving situation and we will continue to take all necessary precautions in accordance with the latest government guidelines.

How can you reassure me that my money is safe?

Kent Reliance is a trading brand of OneSavings Bank plc, and is regulated by the FCA and the PRA. The Bank conducts regular stress testing designed to test the Bank’s resilience.

We consider our balance sheet to be robust in the face of a severe stress scenario and we maintain actions to preserve our capital during such times as these.

In addition to this, eligible deposits with One Savings Bank plc trading as Kent Reliance are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit protection scheme.

How do I get my passbook updated with my annual interest?

Please do not visit branches to get your passbooks updated as this can be carried out at a later date and in accordance with government guidelines.  If you would like to view your annual interest, it will be available to view online from 6 April – further details on how to  manage your accounts can be found here.

My account is due to mature and I have only just received my maturity instructions. Will I have time to make my choice?

Yes. We usually allow 14 days cooling off from your account opening date, in which you can make any alterations to your account. However we will be extending this to 21 days to allow for postal timings. To provide your maturity instructions please call us on 03451 221122 or complete the application and return to us using the pre- paid envelope.

Am I still able to visit my local branch?

To protect the health of our branch customers and teams at this time, we’re asking customers not to visit our branches unless absolutely necessary. We encourage all customers to register for online services as branch customers will be able to view their balances and statements.

Our branches are currently operating reduced opening times for essential transactions only, in line with government guidelines.

Please note that from 4 April, all branches are closed on Saturdays until further notice. All Kent-based branches and Hythe will be open from 9am to 2pm, Monday to Friday.

Chichester and Littlehampton’s reduced hours are now 10am – 2pm, Monday to Friday.

Our branch opening times may need to change at short notice, therefore we recommend that you check the latest branch information here before starting your journey.

What happens if there’s a confirmed case within Kent Reliance?

Should a confirmed case occur in one of our branches, we will close the branch. We have deep cleaning teams on hand to prepare the site for use quickly and we will try to re-open the branch with staff borrowed from elsewhere in the organisation if at all possible.

The health and safety of our team and our customers is of paramount importance and we have detailed plans in place to manage any risk to people and to minimise any potential disruption to managing your accounts.

If I have to self-isolate (or am worried about visiting public places) and can’t get to my branch, how do I do my banking?

For customers who have a nominated account already set up, you’ll be able to make withdrawals to your nominated account over the phone. For those requiring assistance in setting up a nominated account, you’ll still be able to do this by calling 03451 221122

Email is an easy way for us to update you regarding our services; please can you ensure your contact details are up to date.

If you’d like further help or would like to discuss your specific situation, please contact us as we’re here to help.

What preventative measures are your branch teams taking, to prevent potential cross contamination?

To help combat the spread of Coronavirus (COVID-19), and protect the health and wellbeing of our customers and our team, we’re following the official guidance from Public Health England, including:

- Frequently cleaning high contact areas

- Encouraging regular hand washing

- Educating our teams on prevention measures

If the branch is shut, am I still able to make a deposit into my account over the telephone?

We don’t operate telephone banking for depositing money into your account; however, you can deposit money into your account by electronic transfer, CHAPs or by sending in a cheque. Further information is available on the running your account page on our website.

I have an appointment at a branch but I’m displaying symptoms; what should I do?

If you’re displaying any coronavirus symptoms, please follow the latest up-to-date government guidance. Your appointment can be rescheduled to a later date. Please contact us and we’ll arrange another time for you to come in.

If you’d like to open an account, you can do this by applying on our website or by completing a postal application. You can find further details on how to do this on the support page on our website.

Can I still open an account in branch?

We will continue to support account opening in the branch as we understand how important your branch is to you. However, we’ve taken further steps to help safeguard you and our teams by introducing some changes that will reduce the time you need to spend in the branch.

  • If you’d like to visit a branch, please request an account opening pack which you can then take home to complete. The pack contains a business reply envelope to enable you to post the completed application back to us. We’ll aim to process your application within five working days.
  • If you prefer not to visit a branch, you can also print off an application form from the Kent Reliance website here.
  • For all new customers, we’ll run an electronic identification check but if this is not possible for any reason, we’ll contact you by post to request further documents.
  • You’ll receive a written confirmation that your account has been opened and issued with a passbook during your next branch visit – you can visit whenever it’s convenient for you. You’ll still be able to carry out transactions over the phone by calling 01634 848944. However, if you access and view your account online, you won’t be able to carry out any transactions.

Can I take a payment holiday?

Kent Reliance is offering support to customers that are experiencing issues with their finances as a result of COVID-19, with a payment holiday of up to three months. This also applies to buy to let customers whose tenants who can’t pay their rent due to COVID-19.

Please complete our online mortgage payment holiday form to apply for the payment holiday. You’ll receive a reply to confirm that the application has been received, and within 5 – 7 working days, you’ll receive an email confirmation confirming whether you’ve been accepted for a payment holiday.

If you’ve already submitted an email, you don’t need to submit a form as well. We’ll process your request for a mortgage holiday in the same way.

For those customers who have April mortgage payments due, we can confirm that as long as a mortgage holiday has been agreed with us in advance either on the phone or via email, that this payment will not be taken.

We‘ll continue to follow government advice and will be regularly reviewing our policies to ensure we’re offering the best support for our customers, so please continue to visit this page for further updates.

What is a payment holiday?

A payment holiday enables mortgage customers to stop their monthly mortgage payments for a set amount of time, in this case up to three months. However, it’s important to remember that the money is still owed and the interest on the mortgage still accrues during a payment holiday.

We’ll write to you in advance of your payment holiday ending to confirm the amount of your new increased payment and the date due. We’ll recalculate your monthly payments to ensure that this amount is repaid within the remaining term. To be clear, this will increase the payment that you make, and there will be additional interest charged over the term of the loan as a result.

What options do I have if I am already in arrears?

We’ll make every effort to support customers who are already in financial difficulty, so please contact us through our online mortgage payment holiday form and we’ll get in touch to discuss the best options available.

How long will it take to process an application for a mortgage holiday?

Our teams are doing their very best to support customers during these unprecedented times and we’re dealing with applications as quickly as possible. We’re aware that you may be experiencing delays, but please bear with us and we’ll get to you as soon as we can.

If you’ve already contacted us by phone or by email and are concerned that you don’t have the funds for your mortgage direct debit in the next 2 days, then you should cancel it to avoid returned direct debit charges and we will be in contact with you as soon as we can to discuss your payment options.

What will happen to my credit score if I arrange a payment holiday?

In line with government guidance, your credit rating won’t be affected by this arrangement whilst the payment holiday is in place.

I’m concerned about fraudsters, what can you do to reassure me?

Unfortunately, criminals will use every opportunity to trick you into revealing personal or financial information and regrettably, the current COVID-19 situation is no different. Remember, that we’ll never ask you to give out your PIN, password or any other security details, or to ask you to transfer money to a ‘safe’ account.

Always take a moment to think before passing on information that you should keep safe.

Beware of Fraud

Unfortunately, criminals are using the coronavirus outbreak as an opportunity to trick people into revealing personal information, or offering medical products, guidance or a safe haven for money.

Please be vigilant of cold callers; there have been reports of people trying to obtain access to homes on the pretence of testing for the virus. Don’t answer the door to anyone you don’t know.

Kent Reliance will never ask you to share any personal, security (e.g., password/memorable information) or account details, or to move your savings to a safe account. Please remain vigilant and stay up to date with the latest information on fraud and security on the support page of our website.