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Coronavirus support for customers

28 August 2020

If you’re worried about your finances during this challenging time, we’re here to support you.

Changes to our contact centres ↓
Get financial support ↓
Get product and account support ↓
Support for our current account customers with an overdraft ↓
Savings account support ↓
Existing Co-operative Bank and smile loans customers ↓
Existing Co-operative Bank and smile credit card customers ↓
Insurance customers ↓
Contacting us about a bereavement ↓ 
Visiting our branches ↓ 
Banking from home ↓
Changes to contactless payments ↓
Travel disruption and cancelled plans ↓
Deal with fraud ↓
How we're continuing business↓

Coronavirus support for business banking customers

Changes to our contact centres

Due to the impacts of coronavirus on our colleagues, we have taken the decision to reduce our contact centre and live chat opening hours to 8am – 6pm Monday to Friday, and 9am – 5pm Saturday and Sunday.

Please be aware, we are currently dealing with unprecedented levels of calls and chats. Help us to protect our services and support our most vulnerable customers by only contacting us if it is urgent.

You can continue to manage your money from home using online banking or our mobile app. Getting started with online banking is easy and you can find more information below.

Using online and mobile banking ↓

Financial support

We understand that this might be a challenging time for you financially. We are here to help. We have a range of measures in place to support you and your individual circumstances, as well as general guidance to help you manage your money.

Financial support and money management guidance

Support with specific products and accounts ↓

There is free, independent and impartial debt advice available if you are dealing with financial difficulties during the coronavirus pandemic.

Financial Conduct Authority coronavirus support

Money Advice Service coronavirus support

You may find it useful to contact the companies which you have to payments to, and discuss the possibility of adjusting your payment dates. You may also find it useful to contact all of your creditors to discuss the repayments. For most people, it makes sense to pay essential expenses and priority debts before any discretionary expenses or non-priority debts. For more information, visit the Money Advice Service ‘How to prioritise your debts’ page.

Financial abuse

Through our ongoing partnership with Refuge, we’re committed to tackling financial abuse. Sadly, an increase in domestic abuse has been reported during the lockdown. This trend is deeply concerning. We want to remind you that we have support available if you fall victim of financial abuse. We’re here for you.

Find out more about financial abuse

Read UK Finance’s consumer information leaflet to find out how we can help

Government support and help for victims of domestic abuse

Support if you're self-employed

The Government have announced a package of measures to support those people who are self-employed. You can find out more about what this means for you here:

The Self-Employment Income Support Scheme

Product and account support

Current account customers

If you have an urgent issue, call us on 03457 212 212. Lines are open 8am – 6pm Monday to Friday, and 9am – 5pm Saturday and Sunday. Call charges

Coronavirus support for current account customers

There is free, independent and impartial debt advice available if you are dealing with financial difficulties during the coronavirus pandemic.

Financial Conduct Authority coronavirus support

Money Advice Service coronavirus support

Savings account customers and Britannia customers

We are here to offer support to our savings account customers, including those with Britannia savings accounts. We have answered general questions on our support page, where you can also find information on managing your savings account and how to move money.

Coronavirus support for savings customers

Mortgage customers

We are working quickly to ensure we can offer the right support, including mortgage payment holidays, to those impacted by the coronavirus outbreak. Find out more about these options.

Coronavirus support for mortgage customers

Existing Co-operative Bank and smile loan customers including personal and professional career development loans

There is support available for customers with existing Co-operative Bank and smile loans who may be struggling with their loan repayments.

If your finances have been impacted, as a result of coronavirus (COVID-19), we may be able to offer you a payment holiday for 3 months to support you during this challenging time. 

If you have already received an initial payment holiday and you feel that you are still experiencing financial difficulty due to coronavirus; then you may want to consider applying for a payment holiday extension for up to three months. You can apply for this online 14 days before your payment holiday is due to end.

You can find important information about these options on our dedicated support page. You can currently apply for a payment holiday at any time up to 31 October 2020.

Coronavirus support for Co-operative Bank and smile loan customers

If you have taken a loan through our partnership with Freedom Finance then reach out to your loan provider for information on the availability of a payment holiday.

Existing Co-operative Bank and smile credit card customers

If you have already received an initial payment holiday and you feel that you are still experiencing financial difficulty due to coronavirus; then you may want to consider applying for a Payment Holiday extension for up to three months. You can apply for this online 14 days before your payment holiday is due to end.

We have a number of support options available to help our credit card customers. Based on your individual circumstances, we can offer limit increases and breathing space. If your finances have been impacted, as a result of coronavirus (COVID-19), we may be able to offer you a payment holiday for 3 months to support you during this challenging time. You can find important information about these options on our dedicated support page. You can currently apply for a payment holiday at any time up to 31 October 2020.

Coronavirus support for credit card customers

Your rights as a credit card customer

At this difficult time it is more important than ever to understand your rights as a credit card customer and know what to do if you have not received goods or services that you have ordered. Please see our Your rights as a credit card customer section for further information.

Insurance customers

If your finances have been impacted, as a result of coronavirus (COVID-19), we may be able to offer you a payment holiday for up to 3 months to support you during this challenging time. We can also discuss amending your cover to meet any changes to your circumstances or cancelling your cover if it is no longer required.

If you have a Mortgage Payment Protection policy with the bank please contact the Bank on 08000 288 288.

If you have Credit Card Payment Protection Insurance or Flexi Loan Payment Protection Insurance please call 0345 600 6000.

If you have Overdraft Payment Protection Insurance please call 0345 212 212.

If you have home insurance through our relationship with Legal & General please contact them on 0345 073 0785.

Information about our call charges.

Contacting us about a bereavement

When you’ve lost someone close to you, sorting out the finances can be a worry. We aim to make things straightforward as possible.

Help with death and bereavement

Visiting our branches

Our branches will stay open wherever possible during this challenging time. However, opening hours may vary. If there are any changes to our branch opening hours, they will be updated on our branch locator page.

To keep our colleagues and customers safe we have robust measures in place in our branches;

  • We have carried out a COVID-19 risk assessment
  • Screens and PPE available for colleagues
  • We have cleaning, handwashing and hygiene procedures in line with guidance
  • We are asking our customers visiting branches in England to wear face coverings from 24 July in line with government guidance
  • We have taken all reasonable steps to maintain a two metre distance in the workplace and have distance markers and guidance notices
  • Where people cannot be two metres apart, we have done everything practical to manage transmission risk

Remember, our mobile app, online banking and automated telephony service are available for your daily banking needs, helping you to continue managing your money from home.

Banking from home

You can manage your money online and through our mobile banking app, without having to leave your home. To get started with mobile banking, you'll need to register for online banking first. You can do this quickly and easily from our app.

To register for online banking, you can use either your bank account number and sort code or your 16-digit credit card number. For verification, you'll also need your mobile phone number or an email address.

Register for online banking

Download our mobile banking app

Get online and mobile banking help

Staying safe online

We work hard to make sure online and mobile banking are as safe and secure as possible. Find out how we keep your money safe and what you can do to protect yourself online.

How we keep you safe

Protecting yourself online

Contactless payments

As of 1 April, the limit for contactless card payments has increased to £45, reducing your need to use a pin pad or handle cash when purchasing goods. These new limits are now in place for all of our customers with a contactless credit or debit card.

If you find that you have been unable to make a contactless payment over £30, it could be that the retailer has not upgraded their card reader. If you ask in the store you're shopping in, they will be able to confirm if they have changed the amount to £45.

Mobile payments

If your card isn’t contactless, you can still protect yourself and others by setting up a mobile wallet on a compatible device. It’s a secure way of making contactless payments with your mobile device. You can find out more about mobile payment methods below.

Simple and secure mobile payments

Travel disruption and cancelled plans

If your plans have been affected by coronavirus, you may be feeling uncertain or have some questions about the steps you can take regarding refunds or altering your original plans. Please use the two links provided below to find out more.

Get help with payments for cancelled travel plans, events or products due to coronavirus.

Get the most up-to-date information and advice on foreign travel from the government.

Flybe's cease in trading

Help for customers affected by Flybe

Fraud awareness

Keeping your money safe is one of our top priorities. Some fraudsters are using the coronavirus outbreak to scam people out of money and personal information.

We'll continue to raise awareness of common fraud scams and are committed to working with the wider industry on initiatives such as Take Five.

Five ways to avoid scams due to coronavirus

Find out about the latest scams and how to stay vigilant

Take Five national campaign

How we're continuing business during the coronavirus outbreak

We want to make sure we continue to serve our customers at a time when they need us most. The health, safety and wellbeing of our colleagues, and our community is our foremost priority.

Many of our colleagues are described as ‘key workers’. This means they have an essential role in keeping the bank running, ensuring our customers have access to their money at this critical time.

We’re pleased to confirm The Co-operative Bank has complied with the Government's guidance on managing the risk of coronavirus. We’ve compiled a comprehensive risk assessment that identifies the risks, and outlines the controls that we have put in place to manage those risks effectively, for the safety of both our customers and colleagues.

Read our coronavirus risk assessment in full

Changes we may make as a bank

We will continue to monitor the impact coronavirus may have on the wider financial markets and we will update customers if any changes are needed as things progress. It’s really important therefore that we have the right contact details for you. Check your details are up to date by visiting ‘My Settings and Details’ in the mobile banking app or ‘Profile’ in online banking.

Contact us

If you'd like more help & information, you can:

Chat to us via live chat