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Coronavirus support for Co-operative Bank and smile credit card customers

The application window to apply for a payment holiday or a payment holiday extension, if you aren’t currently on a payment holiday, ends on 31st March 2021. After this date we will not be able to process any new applications for a payment holiday.

If you are experiencing financial difficulty due to coronavirus and are worried about making your payments, we may be able to help you with a payment holiday extension for a further 3 months if you are still on a payment holiday.

Payment holiday extensions and how to apply

After 31 March 2021, payment holiday extension applications will only be considered for customers who have an initial payment holiday arrangement in place.

If we approve your payment holiday extension request, we will extend the temporary break from your payments for another 3 months. We will amend your credit card agreement so the minimum monthly repayment is £0 during this period. Please note, interest will continue to accrue and be added to your balance.

Apply by completing the application form here

Once you have submitted this form, we will assess your account and call you within 14 days to discuss your request and agree with you the most suitable outcome given your financial circumstances.

Will my credit file be affected?

Payments we’ve allowed you to miss during your payment holiday will not be reflected as a missed payment on your credit file, and you will not be charged any late or over limit fees. However please be aware that other lenders may take your payment holiday into account which could impact your ability to obtain credit in the future.

How we can help you if we are unable to offer a payment holiday or payment holiday extension

If have already been subject to a full payment holiday/extension period of 6 months and you are still experiencing financial difficulties, please contact us to discuss this us on 03457 212 212, we are available 8am – 6pm Monday to Friday, and 9am – 5pm Saturday and Sunday (call charges). We may be able to support you with alternative payment plan arrangements.

Unfortunately, we are experiencing a very high volume of calls at this time so we apologise in advance for any delays you may experience. Please bear with us – we want to help you as soon as we can.

Please note, that if we don’t hear from you by the date your first repayment following your payment holiday is due, we will assume you intend to start making your minimum monthly payments again, as detailed in your statements. To remind you, if you miss payments and have not contacted us first then this may impact your credit file.

Protecting you from fraud and scams

We may contact you about your payment holiday request, by phone, letter or email. To protect yourself from scams, it’s important that you remember the following advice;

The Bank, police or any other trusted organisations will never contact you out of the blue by phone, email or text message and then ask you to:

Download an app or software on to your device and then ask you to log in to your online banking or tell them your online banking verification codes.

Move your money to a new or ‘safe’ account, or ask you to help with an investigation.

Ask you for your card details or bank security information in full.

If we do contact you by email, we will not include any links or attachments within the email asking you to complete more information.