Coronavirus - customer support

Our priority remains to protect customers and colleagues, and to support you through the coronavirus outbreak. We know that you may be worried about how the current situation could affect you and your money, so we’ve put some support measures and information in place to help ease any concerns.

For general coronavirus queries, please visit the nidirect.gov.uk External link icon which has important guidance and advice. You can also get helpful information from The Consumer Council External link icon.

If you are a business customer please check out our Coronavirus Business Support page.

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.

If you need to talk to us about your finances urgently, please contact us on 0345 600 2882.

  • Mortgage payment holiday

    If you are worried about making your monthly mortgage repayments we have introduced mortgage payment holidays of up to three months.

    I want to request a Mortgage Payment Holiday for the first time:
    If you would like to request a mortgage payment holiday, you can do so on our Mortgage Payment Holiday webpage provided you’re up-to-date with your monthly mortgage payments and have a residential mortgage or residential buy-to-let mortgage - or you can speak to one of our advisers on 0345 600 2882.

    I already have a Mortgage Payment Holiday:
    If you already have a mortgage payment holiday we’ll write to you with details on what happens next. If you’ve received your letter and would like to request further support or confirm that you are happy to resume your repayments please let us know on our Payment Holiday Review page.

  • Personal loan and credit card payment holiday

    If you are worried about making your monthly personal loan or credit card repayments we can offer payment holidays of up to three months, provided you’re up-to-date with your monthly payments

    If you would like to request a personal loan payment holiday, you can do so on our Personal Loan Payment Holiday webpage or you can speak to one of our advisers on 0345 600 2882.

    Our Credit Card Payment Holiday webpage provides guidance and further information on how to request a credit card payment holiday or you can speak to one of our advisers on 0345 600 2882.

    If a payment holiday is not the right option for you, we have alternative options available. To find out more you can speak to one of our advisers on 0345 600 2882.

  • Hire Purchase payment holidays

    If you have been impacted by coronavirus and are worried about making repayments for your Hire Purchase agreement, we can offer payment holidays of up to three months. If you would like to request a Hire Purchase payment holiday, you can do so by emailing us on specialistsales@danskebank.co.uk or by contacting your Asset Finance Sales Manager on 028 9004 9278.

    If a payment holiday is not the right option for you, we have alternative options available. To find out more you can speak to one of our Asset Finance Sales Managers.

  • Overdrafts

    For customers with overdrafts, we are supporting you with the financial impact of coronavirus with the following measures:

    • We are not charging interest on your overdraft, which is for March, April or May and is debited from your account at the end of April, May and June 2020.
    • From 1 June, we will only calculate interest on the amount over £500 during June and July 2020, which will be debited from your account at the end of July and August 2020.
    • From 1 August, we will start to calculate interest on the full balance of your overdraft, which will be debited from your account at the end of September 2020 and every month thereafter.

    If you have a Danske Bank current account with an overdraft:

    • You can increase your existing overdraft limit - to apply call us on 0345 600 2882.
    • Restructuring of repayment plans on existing overdrafts.

    If you have a Danske Bank current account without an overdraft:

    • You can apply for a new overdraft online, through eBanking or by calling us on 0345 600 2882. You must be 18 or over to apply.

    For further information on interest rates, how overdrafts work and eligibility criteria visit our Overdrafts page. All overdraft requests will be subject to normal credit assessments.

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.

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.

  • NHS emergency and care workers

    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-8pm Monday to Friday and 9am-5pm Saturday and Sunday.)

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

  • Older customer helpline

    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 601 0089
    (8am-8pm Monday to Friday and 9am-5pm Saturday and Sunday).

  • A dedicated hour in your local branch

    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.

  • Our Step by Step Guide on managing your money from home

    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.

  • Other organisations that can help you

    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.

  • Changes to branch opening hours

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

    • Saturdays: Five of our branches across Northern Ireland will remain open on a Saturday: Donegall Square West, Belfast, Ballymena, Newry, Omagh, Altnagelvin.
    • Lunchtimes: the following additional branches are now closed between 12.30-1.30pm: Armagh, Antrim, Ballyclare, Ballymoney, Banbridge, Carrickfergus, Comber, Cookstown, Downpatrick, Hillsborough, Limavady, Lurgan, Magherafelt, Mallusk, Strabane, University Road.
    • 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.
  • Find your local branch

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

  • Keeping you safe when visiting your local branch

    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.

  • Read more

    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.

  • Read more

    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

Latest updates

  • 01.04.20 - NHS, emergency and care workers

    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 – 028 9004 9263 (8am-6pm Monday to Friday and 9am-5pm Saturday and Sunday).

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

  • 30.03.2020 - Contactless payment limit increase

    UK Finance has announced the UK contactless limit will be raised to £45 from 1 April enabling payments to be made safely. The change will take some time to be introduced across all retailers but remember in some stores there’s no limit on your device to pay.

  • 27.03.2020 - Customer contact centre opening times

    We continue to receive very high call volumes during this difficult time. To enable us to get to more of your calls, we are focusing our efforts and changing our call line opening times to 8am-6pm Monday to Friday, and 9am-5pm at the weekends.

    These opening times will replace our normal opening hours until further notice. Our emergency lines for lost and stolen cards and fraud remain open 24/7. If your query is urgent, please hold, we’re working hard to get to your call.

  • 12.03.2020 - Armagh branch reopens

    After deep-cleaning our Armagh branch, it has reopened today (12.03.2020) with a new rota of Danske colleagues.
    We’re also pleased to report, the result of our colleague tested for coronavirus earlier this week was negative.

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.