We're here to support you

We know you may be concerned about being impacted financially due to coronavirus (COVID-19) and want to reassure you that we’re here to help.

If you have a question, start by reading our guidance and FAQ’s below and remember, the quickest and easiest way to manage your account is by using online banking and our mobile app.

We have lots of useful information and support for you



Loans & Credit Cards


You can request an emergency payment freeze on loans and credit cards. If you haven’t had an emergency payment freeze already, you can apply for a freeze on your payments for 3 months. If you’ve already had a payment freeze, you may be eligible to apply for a further payment freeze up to a maximum of 6 months in total. You have until 31st March 2021 to apply.

If you’ve already had 6 months of payment freeze, you can’t apply for another extension. If you’re still struggling to make your payments we’ve a range of other options we can look at to suit your individual needs. Please be aware these may affect your credit file and credit rating. We can work together to agree a plan to help you.

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 freeze taken. However, please be aware that 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 an emergency payment 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.

Credit Cards

If you’re up to date with your payments, or have missed one payment, you’re eligible to apply for an emergency payment freeze. With an emergency payment freeze interest will continue to be applied, and it will take you longer to pay down your balance so choosing this option should be carefully considered. Please 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 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. We may be able to extend your emergency payment freeze depending on your circumstances. Please 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 you’ve missed more than one payment and find yourself struggling financially we want to help. If you’re unable to make your payments we’ve a range of options we can look at to suit your individual needs. Please be aware these will affect your credit file and credit rating.

We can work together to agree a plan to help you. Please call us as soon as possible on 0800 085 6934. We're here Monday to Friday 8am-8pm and Saturday 8am-4pm. Remember if you fall behind on your monthly payments you may have to pay extra interest and fees.

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

Loans

If you’re up to date with your payments, or have missed one payment, you’re eligible to apply for an emergency payment freeze. With an emergency payment freeze interest will continue to be applied, and it will take you longer to pay down your balance so choosing this option should be carefully considered. Please 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 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. We may be able to extend your emergency payment freeze depending on your circumstances. Please 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 you’ve missed more than one payment and find yourself struggling financially we want to help. If you’re unable to make your payments we’ve a range of options we can look at to suit your individual needs. Please be aware these will affect your credit file and credit rating.

We can work together to agree a plan to help you. Please call us on 0800 085 6953 if you applied before 10th December 2017. We're here Monday to Friday 9am-8pm and Saturday 9am-2pm. If you applied after that date you can contact us on 0800 056 0565*. We're here Monday to Friday 8am-8pm and Saturday 8am-4pm.

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

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Mortgages


If you’re worried about making your next mortgage payment, we’re committed to helping you.

If you haven’t had an emergency payment deferral already (sometimes called a payment holiday), you’re eligible to apply for up to a 3 month payment deferral, subject to a maximum of 6 monthly payments in total. If you are newly impacted by coronavirus and know that you will require the full 6 months, you should apply in good time before your February 2021 payment is due. Your payment holiday will then run between February and July.

If you have had less than 6 monthly mortgage payment deferrals, you have until 31st March 2021 to apply for a further deferral. Please visit our FAQs linked below for more detail on eligibility and how to apply.

If you’ve already had 6 months of payment deferrals, you can’t apply for another mortgage payment deferral. If you’re still struggling to make your monthly payments we’ve a range of other options we can look at to suit your individual needs. Please be aware these may affect your credit file and credit rating. We can work together to agree a plan to help you. Please call us as soon as possible. You can contact us on 0800 923 1547*. We’re here Monday to Friday from 8.30am-5.30pm.

You can find more information on the further assistance available and what happens at the end of your payment deferral in our FAQs here.

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Further help managing your finances


There’s lots of information and advice available about managing money and keeping your finances on track. To help you understand how much money you have to pay, it may be useful to work out a budget to help you keep track of your spending and prioritise debt repayments. Moneyadviceservice.org.uk has lots of tools and calculators including a free online budget planner, and a handy Money Navigator Tool. There’s also information on where to get free debt advice.

The FCA also has a section on their website about dealing with financial difficulty during coronavirus at fca.org.uk/consumers/dealing-financial-difficulties-coronavirus.

For further information visit our support section.

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Travel Insurance


If you need to make a claim you should contact your Travel Agent, Tour Operator, Airline or Accommodation provider first, then your credit card provider to see if you would be eligible for a refund. Please use our claim form or call 01403 288 421. You can also visit our coronavirus FAQs.

Travel Restrictions

Due to the government's coronavirus travel restrictions, the earliest start date for new single trip policies will be the 1st March 2021 onwards.

For customers purchasing an annual multi trip policy, there is no cover for travel prior to the 1st March 2021 unless the national lockdown is lifted, and non-essential travel is permitted before this date.

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Travel Money


Due to the recent Government restrictions our travel money bureaux are temporarily closed.

You cannot order travel money in store, online or by phone. If you need to return currency or contact us, please call our Customer Service team on 0345 355 2463. 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.

If you want to make a Western Union transfer, at another agent location, please visit wu.com for details.

If you have any questions please visit our FAQs page.

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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 talk to us about payment options available to you. If eligible, we may be able to spread missed payments over your remaining direct debits or reduce the amount you pay each month for a period of time. It is important to note any changes will increase the amount you pay each month, so should be carefully considered.

To discuss your payment options you can call us on 0345 266 1660. We’re here Monday to Friday from 9am-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.

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Pet Insurance


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

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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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*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.