Message from Jim Brown, CEO

Nothing is more important to Sainsbury’s Bank than the health and safety of our customers and our colleagues. I want to reassure you that if you’re concerned about being impacted financially due to Coronavirus (COVID-19), then we’re here to support you.

As we take extra steps to ensure the continued safety of our colleagues, we’ll have fewer of them available to speak to you so you may experience delays if you try and call us. To allow us to support customers in the most vulnerable situations please avoid phoning us if at all possible, and only do so if your enquiry is essential, for example, if you’re concerned you’re going to miss your next payment. Please read the information below before getting in touch - and remember online servicing allows you to manage your accounts wherever you are, whenever you want.

We would like to thank you for your patience and please rest assured that we’ll do everything we can to provide you with the best service possible in these challenging times.

Jim Brown
Chief Executive Sainsbury’s Bank

We’re here to help you


The Financial Conduct Authority recently proposed a range of temporary measures if you’re facing a financial impact as a result of coronavirus.

Banking

You can request a payment freeze on loans and credit cards, and a payment holiday on mortgages.

Please be reassured that a payment freeze won’t result in late payment fees. In addition, a worsening status will not be reported on your credit file in respect of any payment deferral taken. However, please be aware lenders can look at a wide range of factors when assessing future credit applications, such as bank account information or information you provide. You should think carefully before requesting a freeze, and only do so if you need immediate help. If you can still afford to make payments, you should continue to do so. Most importantly, please do not cancel any payments without contacting us first.

Insurances

We have a range of options available to support you, including requesting a payment deferral. You can find out more information below, including how to contact us.

You should think carefully before requesting a deferral, and only do so if you need immediate help. If you can still afford to make payments, you should continue to do so. Most importantly, please do not cancel any payments without contacting us first.




Credit Cards


If you’re up to date with your payments, or have missed one payment, you’re eligible to apply for a payment freeze. With a temporary payment freeze interest will continue to be applied, and it will take you longer to pay down your balance so choosing to miss a payment should be carefully considered. We’re accepting new applications until 31 October 2020.

If you’ve already had an emergency payment freeze and it’s coming to an end we’ll write to you before your payments are due to restart. We’ll let you know when your payment is due and tell you what you should do if you’re still financially impacted by Coronavirus.

If you’re still financially impacted by Coronavirus we may be able to extend your emergency payment freeze depending on your circumstances. Please do not fill in another form, instead call us as soon as possible on 08085 405060 then select option 2, so we can look at the options available to you. We’re here Monday to Friday 8am to 8pm and 8am to 6pm Saturday and Sunday.

If your finances have been impacted by coronavirus and you’ve not already had an emergency payment freeze, do you want to apply for one for your credit card?
What is your payment status?

You can find out more information and how to get help in our support section.

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Loans


If you’re up to date with your payments, or have missed one payment, you’re eligible to apply for a payment freeze. We’re accepting new applications until 31 October 2020.

If you’ve already had an emergency payment freeze and it’s coming to an end we’ll write to you before your payments are due to restart. We’ll let you know when your payment is due and tell you what you should do if you’re still financially impacted by Coronavirus.

If you’re still financially impacted by Coronavirus we may be able to extend your emergency payment freeze depending on your circumstances. Please do not fill in another form, instead call us as soon as possible on 08085 405060 then select option 3, so we can look at the options available to you. We’re here Monday to Friday 8am to 8pm, Saturday 8:30am to 6pm, Sunday 9:30am to 5:30pm.

If your finances have been impacted by coronavirus and you’ve not already had an emergency payment freeze, do you want to apply for one for your loan?
What is your payment status?
When did you take out your loan?
When did you take out your loan?
When did you take out your loan?

You can find out more information and how to get help in our support section.

If you need help managing debt there are a number of organisations who can provide you with useful information, advice and support.

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Mortgages


If you are worried about making your next mortgage payment, we are committed to helping you. If you haven’t already had a payment holiday, in-line with government guidance we're supporting the allowance of up to a 3 month full or partial payment holiday. If you have already had a payment holiday and continue to be impacted financially by COVID-19 you can request a further payment holiday or a partial payment holiday of up to a further 3 months. You can apply for this up to 31 October 2020.

Note that terms apply, and this is one of a number of options that may be available to you. Please see our coronavirus FAQs for more information. Any break in payments will be added to the mortgage balance with a recalculation of interest and future monthly payments.

Do you want to apply for a payment holiday?

If you’d like to apply, to discuss your options further, or if you’ve already missed payments you can call us on 0800 923 1547*. We’re here Monday to Friday from 8.30am to 5.30pm.

If you’re coming to the end of your payment holiday, we’ll be in touch by letter before your payments resume to explain what will happen next. This will include information about resuming payments, the amount of your new payments and what options are available if you require further support. You can find out more information here about what alternative options are available following the end of your payment holiday period.

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Savings


If you need access to your savings, you can do this using online banking (see below). If you’re financially impacted by Coronavirus and need emergency access to your fixed rate savings we’re here to help, please call us on 08085 405060*.

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Travel Insurance


If you need to make a claim you should contact your Travel Agent, Tour Operator, Airline, Accommodation or Credit Card provider for a refund in the first instance. Please use our claim form or call 01403 288 421 but please note that our call waiting times are longer than usual. You can also visit our coronavirus FAQs.

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Travel Money


We’ve opened some of our travel money bureaux. You can buy and sell foreign currency, and transfer money abroad with Western Union at a limited number of our in-store bureaux. Find out if a bureau near you is open using our handy tool. Unfortunately our online ordering service is unavailable. We’re working hard to get it up and running. If you have any questions please visit our FAQs page.

We’ll refund the full amount of travel money at the rate you bought it, if you return it within 28 days. You can do this at an in-store bureau. After 28 days, our buy back rate will apply. Buy back rates vary daily. Make sure you have your proof of purchase to hand.

If a bureau near you is not open please call our Customer Service team on 0345 355 2463 to arrange a full refund. Make sure you have your proof of purchase to hand.

Lines are open 24 hours a day, 7 days a week (except Christmas Day). Calls are charged at local rates from landline and mobiles.

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Home & Car Insurance


You can visit our coronavirus guidance and help if you have any questions and access your policy information 24/7 online or via our app. If you need to make a claim please use the claim line listed in your insurance documentation.

We appreciate that how you use your car and home may have changed in the current circumstances, therefore you can review and update your cover online. In some circumstances this may change the amount you need to pay. If you have our standard products and want to remove an optional cover, you can do this by calling us. Please ensure that you provide accurate details and the cover meets your needs before you make any changes.

If you are going to miss or have missed a payment, you can apply for a payment deferral up to 31 October 2020. If eligible your missed payment will be spread over your remaining direct debits, increasing the amount you pay each month, so choosing to miss a payment should be carefully considered.

To request a payment deferral you can call us on 0345 266 1660. We’re here Monday to Friday from 9am to 5:30pm, closed Saturday and Sunday.

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Life Insurance


If you have a Sainsbury’s Bank Life Insurance policy with us and have any questions, please visit our coronavirus FAQs.

If you need to make a Life Insurance claim call 0800 137 101* and if you need to make an Over 50s claim call 0800 009 3506*, for Critical Illness call 0800 068 0789* we’re here Monday to Friday 9am to 5.30pm.

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Pet Insurance


We know this is a difficult time for many of our customers, and we want to be there to help you. If you’re worried about not being able to pay your premiums and leaving your pet unprotected we have some options. Please visit our coronavirus FAQs for more information and support.

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Online Banking


You can check your balance, make savings or credit card payments and update your details whenever you want with online banking. You’ll also have access to your statements, stored in a safe place online.

Online Banking

Check out our short handy videos on:

  • How to register for online banking
  • How to log in
  • Credit cards - What you can do online
  • Loans - What you can do online
  • Savings - What you can do online

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Post


We want to reassure you that we are processing cheques and other items sent by post when we receive them.

If you have chosen to receive communications from us through the post, these will be sent as normal. However, post may take slightly longer than usual to arrive so you might find it helpful to check our website for useful information.

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Avoiding fraud


Be aware that fraudsters may try to take advantage of this situation and attempt to trick you into revealing sensitive personal or financial information. In some cases, they’ll pose as genuine organisations such as banks, police, government or health service providers like the NHS or the World Health Organisation. Remember, these legitimate organisations will never ask you to divulge any sensitive information, like security details, card details, PIN numbers, or online banking login details. And they’ll never ask you to carry out a transaction or move money in to a safe account for protection.

Be wary of suspicious emails or text messages – and never open any attachments. Always be on the lookout for fraud and contact us immediately if you notice unusual activity on your account.

Visit Take Five to find out more information, on how to protect yourself.

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FAQs

We have lots of useful information and support for you

*Telephone calls may be recorded for security purposes and monitored under our quality control procedures. Calls are free from a landline and from a mobile when calling from the UK.
**Calls are charged at local rates from landline and mobiles.