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Coronavirus customer support hub

If you’re worried about the coronavirus situation and the impact on your finances, we want to reassure you that we continue to be here to help.

See what we're doing right now to support you through this uncertain time.

Worried about your money?

We’re here to support you through these concerning times and have put in place some measures to help ease the financial impact.

  • You may be worried about making your mortgage, personal loan or credit card repayments. Whether you are requesting support for the first time or you need further support following a payment deferral, we're here to help whatever your situation.

    Let us know how we can help you, visit our Customer Support page.

  • If you require support managing your overdraft facility, please get in touch by calling us on 0345 600 2882.

    Our advisers will be able to discuss the support options available which may include;

    • A period of breathing space, to allow you some time to consider your options and to seek free, impartial debt advice.
    • Consolidating your existing commitments into one affordable monthly payment, subject to our normal checks.
    • Arranging a suitable repayment plan with you, to help you reduce down your overdraft balance over an agreed period of time.
    • Considering whether the cost of your account is appropriate based on your current circumstances.

  • If you’re not sure what to do, or need help to sort out any money worries that you may have, you can get free and impartial advice from Advice NI, Housing Rights Service or other debt counselling organisations. If you would like to find out more about these services, please visit our Customers in Financial Difficulty webpage.

    For help on how to prioritise your debts, Moneyhelper has a guide on how to prioritise your debts External link icon.

    If you would like money guidance or if you are considering whether another payment deferral on your mortgage is right for you, the Moneyhelper Navigator Tool External link icon and the FCA information page Dealing with Financial Difficulties during the Coronavirus Pandemic External link icon will help you access the right information.

Managing your money from home

Our branches remain open, but you can manage your money from the safety of your home with eBanking and our Mobile Bank app.

  • With eBanking and our Mobile Bank app you can:

    • Check your account balance and transactions
    • Pay bills and transfer money to friends and family
    • Block, unblock and re-order your cards on eBanking only
    • Exchange secure messages with us

    Our app is your branch at your fingertips. Discover more on what you can do by visiting our Mobile Bank app page.

  • Need to cancel a membership or subscription? With eBanking you can easily cancel most Direct Debits and cancel or amend standing orders any time you need to. Find out how on our Payments FAQ page.

  • We understand that you may not be able to manage your accounts the way you usually do right now, but with eBanking, your branch is at your fingertips. You can register for eBanking and manage your money from the safety of your home.

    Once registered you can start using our Mobile Bank app for safe and secure banking on your phone.

  • District provides a full overview of your business’s finances, enabling you to gain a single point of entry to your accounts, payments and liquidity.

    With District you can add solutions enabling you to:

    • Get an overview of accounts and balances across currencies and countries.
    • Create and authorise all payment types
    • Receive notifications of important transactions in your accounts, so you can take quick action when needed.
    • Manage corporate cards and order new cards
    • View your statements and other documents in eArchive

    If you are interested in District, call us on 0345 850 9515.

Support for NHS, emergency and care workers and our more vulnerable customers

We want to help everyone through this challenging time so we have made some changes to prioritise our NHS, emergency and care workers and our more vulnerable customers.

  • We’re proud to support our superheroes - those of you on the front line of the coronavirus outbreak. To help you, we have set up a dedicated line for NHS, emergency services and care workers.

    Call us on 028 9004 9263
    (8am-6pm Monday to Friday, 9am-1pm Saturday and closed Sunday.)

    Our dedicated team is ready to respond quickly to provide information and support for your financial needs.

  • Isolating doesn't mean isolated. We're here to help.

    We've introduced a dedicated phone line for our older customers to ensure you get the support you need quickly.

    Call us on 0345 600 2882
    (8am-6pm Monday to Friday, 9am-5pm Saturday & Sunday).

  • Current government guidance states that you should stay at home, however if you do need to visit a branch, we are dedicating the first hour of opening every day to more vulnerable and older customers. We are asking our other customers to plan their branch visits outside these times.

  • We have created a Step by Step guide to show you ways you can bank from the safety of your home without visiting us in your local branch. It covers everything from how to get cash to using eBanking for your day to day needs. We hope you find it useful.

    If you are in a branch, just ask a member of our staff and they’d be happy to provide you with a printed copy and answer any queries you may have about banking from home in future.

  • There are many organisations that can help if you or someone you know is struggling and needs support through this challenging time. You can find everything from financial guidance to domestic and mental health support on our Help from other organisations page.

Visiting your local branch

Current government guidance states that you should stay at home, however if you do need to visit us in person our branches remain open to support you.

  • To ensure the safety of our customers and colleagues we have made changes to opening times in some of our branches.

    • From Wednesday 22 September 2021, until further notice, all of our branches will open from 10am-4pm from Monday to Friday.
    • Saturdays: Seven of our branches across Northern Ireland are open on a Saturday, 09:30 - 12:30. They are: Ballymena, Coleraine, Donegal Square West, Foyle (Altnagelvin), Newry, Omagh, and Portadown.
    • Lunchtimes: the following branches are now closed between 12:30pm - 1:30pm. They are: Antrim, Armagh, Ballyclare, Ballymoney, Banbridge, Downpatrick, Irvinestown, Limavady and Magherafelt.
    • First hour of opening – this is reserved for our most vulnerable and older customers. We are asking our other customers to plan their branch visits outside these times.

  • You can refer to our Branch finder to locate your nearest branch and check the most up to date opening hours.

  • We are committed to looking after the health and safety of our customers and colleagues. Where possible we would encourage you to use eBanking and our Mobile Bank app to manage your money safely from home.

    If you need to visit your local branch then it may be reassuring to know that we have made a few changes to ensure we abide by social distancing guidelines.

    These include:

    • limiting the number of customers in the branch at any one time;
    • observing a two metre distance to limit personal contact, indicated by floor markings in the branch;
    • more regular cleaning of all surfaces in the branch, including cash machines and deposit machines.

Protect yourself from fraud

Unfortunately, criminals see the worry around coronavirus as an opportunity to scam people out of their money or information. We’re here to help keep you and your money safe.

  • Criminals may try to trick you into revealing personal or financial information via phone calls, emails, text messages or social media posts but together we can combat fraud and keep your money and information safe.

    A few common scams to watch out for:

    • Emails, calls or text messages impersonating official health organisations such as the NHS or World Health Organisation (WHO) offering health updates or cures.
    • False tax return emails claiming you are due a tax refund or government support due to coronavirus. Be cautious and don’t click on links or attachments in unexpected or suspicious texts or emails.
    • Tricks to reveal your personal information such as asking for remote access to your pc or mobile device.
    • Online marketplace scams, claiming to sell items such as face masks, hand sanitisers and other ‘hard to find’ goods.
    • With more people working from home, this presents an opportunity for criminals to falsely offer help with fixing pc’s and laptop.

    Keep it Safe and always remember, we (and other genuine organisations):

    • will never ask you for online banking logon details, codes received by text, PINs / passwords, numbers from your eSafeID device or to approve requests on your Danske ID app.
    • will never ask you to download software or apps (such as TeamViewer, QuickSupport, AnyDesk or GoToMyPC to name a few) which could give a criminal remote access to your PC, laptop or mobile device.
    • will never ask you to transfer or move money from your account in an effort to keep it safe – but a criminal trying to steal money from you definitely would.

    You can find more information on fraud and how to keep your money safe on our Keep It Safe page.

Travel

You may be able to claim a refund if you have been impacted by travel cancellations.

  • We understand it’s disappointing and inconvenient if your travel plans have been cancelled or changed. There are a number of solutions we can help with;

    • If you have a Choice Plus or Prestige personal current account you may receive Travel Insurance Benefits as part of your package. This insurance is provided by AIG UK and you should contact them on 0330 123 3126 if you have any questions.
    • If you used your credit card to book travel there may be protection if you need to change your plans.

    For more information on travel claims and advice please see our guide to Airline and Holiday Cancellations.

    For a list of emergency contact numbers visit our Useful Numbers page.

    You should also check the gov.uk External link icon website for the latest travel advice and information
General FAQs

  • You can manage your money safely from your home by using eBanking or our Mobile Bank app. Visit Ways to Bank for more information.

  • Yes, you can cancel or amend a Direct Debit or standing order using eBanking. Find out how on our Payments FAQ page.

  • You can register for eBanking by completing this form and we will be in contact by post with the details you need to manage your money from the safety of your home. Our set up guide can be helpful to support you through your first logon.

  • You can check your balance and manage your money safely from home using eBanking or our Mobile Bank app which is like a mini branch at your fingertips. For a full list of services visit our Ways To Bank page.

  • Don’t worry if you have forgotten your passcode to access your eBanking, call us on 0345 600 2882 and we will be able to help you with a temporary code.

  • You can transfer money or pay a bill quickly and safely from home with eBanking or our Mobile Bank app.

    Our Mobile Bank app also allows you to use Paym to send and receive money to others using nothing more than a mobile phone number, as long as they’re a Paym user too.

    Payments and transfer limits apply. To use Paym you need to register your mobile phone. Paym is a registered trademark of and is used under license from the Mobile Payments Service Company Ltd.

  • Danske ID gives you a safer, easier way to log on to eBanking, approve payments and more. Once registered for eBanking simply download the Danske ID app and follow the instructions on the screen. For a step by step guide visit our Danske ID activation guide.

  • Don’t worry if you have lost a card, you can:

    • use our Mobile Bank app to block and unblock your card
    • use eBanking to block, unblock and re-order your card
    • contact us on 0345 600 2882 and we will be able to help

  • Yes, our branches are open. However, to ensure we keep core services available and continue to support our customers, we have made changes to opening times in some of our branches.

    In line with government guidance we recommend when possible you use online banking options from home. However, if you need to visit a branch you can check the opening time of your local branch using our branch finder.

  • From 15 October 2021, contactless card payment limit will be £100. The new limits will take some time to be introduced across retailers.

  • Unfortunately criminals are taking advantage of the uncertainty around coronavirus and impersonating official organisations such as The Public Health Service or HRMC. If you are concerned you have been tricked into giving away information or worried about an unauthorised transaction please contact us on 0800 917 7657.

    Visit our Keep It Safe page for further information on fraud and our guidance on keeping your money safe and remember, we will never contact you and ask for passwords, PINs, codes which we send you by text message or to download remote support software onto your PC or mobile device – but a criminal would.

Important information

You must be registered for and logged into eBanking using your Electronic Signature to be able to use Danske Mobile Bank. Danske Mobile Bank app is available on iOS and Android devices. These services may be temporarily unavailable when we are carrying out routine maintenance.

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