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 banking 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

Coronavirus guidance and help


Credit Cards and Loans


If you have a credit card or loan with us, are financially impacted by COVID-19 and believe you will have an issue with your next payment, we’ll be able to offer support.

If you’re struggling to make your next credit card payment or you’re already in arrears then call us on 0800 085 6934*. We’re here Monday to Friday from 9am to 5pm, closed Saturday - Sunday. You can find out more information and how to get help in our support section.

For loans, if you have an issue with your next payment, and you applied before 10th December 2017 you can contact us on 0808 1450 379*. We're here Monday to Friday 9am-8pm and Saturday 9am-2pm. If you applied after that date you can contact us on 08085 405060*. We're here Monday to Friday 8am-8pm, Saturday 8.30am-6pm and Sunday 9.30am-5.30pm. 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.


Mortgages


If you are worried about making your next mortgage payment, we are committed to helping you, and in-line with recent government guidance we're supporting the allowance of up to a 3 month payment holiday. Note that terms apply, and the break in payments will be added to the mortgage balance with a recalculation of interest and future monthly payments. If you’d like to discuss your options further then please call us on 0800 923 1547. We’re here Monday to Friday from 8.30am to 5.30pm.


Savings


If you need access to your savings, you can do this using online banking (see below). If you’re financially impacted by COVID-19 and need emergency access to your fixed rate savings we’re here to help, please call us on 08085 405060*.


Travel Insurance


Like many insurance providers, we have made the decision to temporarily stop selling any new travel insurance policies. If you already have a policy with us, please visit our coronavirus FAQs.


Travel Money


All of our in-store travel money bureaux are now closed. This is due to current travel disruption, and so our colleagues can focus on providing food and other essential items in our stores.

You can no longer order travel money in store, online or by phone.

If you need to return currency, please call our Customer Service team on 0345 355 2463* and make sure you have your proof of purchase to hand.

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

We’re sorry for any inconvenience this may cause.


Home & Car Insurance


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

Remember that you can access your policy information 24/7 online and can make changes whenever you want.


Online Banking


Remember you can check your balance, make savings or credit card payments and update your details wherever you are, 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


Avoiding fraud


Please 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. 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.


*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.