Coronavirus support for Co-operative Bank and smile loan customers

23 April 2020

6 min read

The application window to apply for a payment holiday or a payment holiday extension has now closed. 

How we can help you if you're still experiencing financial difficulties

We may be able to support you with alternative options, which could include a repayment plan, if you’re still experiencing financial difficulties. To discuss other options, you can call us on 03457 212 212 (call charges). Our lines are open: 

Monday – Friday, 8am – 6pm

Saturday – Sunday, 9am – 5pm

At the moment, we’re currently experiencing a high volume of calls, so we apologise for any delays you may experience. Please bear with us – we’ll try and help you as soon as we can.

You can also contact the following organisations for free and independent advice:

Money Advice Service 

The Money Advice Service offers free and impartial money advice, including debt support, via a range of channels including telephone, web consultation and WhatsApp. 

Visit the Money Advice Service website


StepChange is a UK charity which offers free debt advice based on an assessment of your situation, as well as practical help and support. 

Visit the StepChange website

Citizens Advice 

The Citizens Advice Bureau offers free and impartial advice for people experiencing financial and debt-related problems. 

Visit the Citizens Advice website

Protecting you from fraud and scams

We may contact you about your payment holiday request by phone, letter, or email. In order to protect yourself from potential fraud, it’s important to remember that the Bank, the Police, or any other trusted organisations will never contact you randomly by phone, email, or text message and then ask you to:

• Download an app or software on to your device alongside asking you to log in to your online banking

• Reveal your online verification codes or login details

• Move money to a new or 'safe' account, or ask you to help with an investigation

• Ask you for your card details or complete bank security information.

If we do contact you by email, we'll never ask you to click on any links or attachments, or ask you to provide further information.

Not found what you're looking for?

Contact our support team