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Dedicated COVID-19 page

If you’ve been affected by COVID-19, rest assured that we want to do all we can to help.

We’re pleased to say our regulators have set out how the financial services sector can best support those who continue to be impacted financially. Our current support is based on the FCA guidance issued in November 2020.

In summary:

  • Customers who have benefitted from a deferral of less than 6 months can ask for another deferral prior to 31st March 2021.
  • Customers newly impacted should apply before their February 2021 payment to enable them to receive the full 6 months deferral, as all payment deferrals need to end by 31st July 2021. If appropriate a payment deferral will initially be agreed for 3 months, with a review before this expires to establish if a further 3 months support is required.
  • Customers can have non-consecutive payment deferrals and can receive the benefit of up to 6 months deferral from more than 2 payment deferrals prior to 31st March 2021.
  • However after 31st March customers are only able to receive a further payment deferral to cover payments that are consecutive and only up until 31st July 2021.
  • No single payment deferral can be agreed of more than 3 months.

Please visit our COVID-19 FAQs which we’re updating regularly. You can also get in touch with us by calling 03451 220033.

Covid-19 Support

  • What to do if you'd like to request your first mortgage payment holiday

  • What to do if you've already had a mortgage payment holiday, but continue to experience financial difficulties

  • Your mortgage payment holiday is due to end and you’d like to make alternative arrangements to repay your missed payments

  • See what COVID-19 support schemes may be available to you

  • View our full mortgage customer FAQs

  • View our full savings customer FAQs

Get in touch

Call us if you’re worried about making future payments, you've already missed a monthly payment or if you believe you've been a victim of fraud.


Fraud Freephone

Help and support

Links to free debt advice organisations that can also give you support and advice:.

Protect yourself against COVID-19 scams

Criminals are using the COVID-19 outbreak as an opportunity to trick people into revealing personal information. Find out how to protect yourself and others.

Learn more

Affected by illness?

If you’re finding it difficult to manage your money due to any health issues (such as cancer, dementia, depression or anxiety) or caring responsibilities, our team is here to help.

Find out how


We’re proud to support the government’s campaign to raise awareness around domestic abuse, and reassure those affected that support is available. Go to for more information.

Read more