Have your finances been impacted by Coronavirus?

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 circumstances.

It is an uncertain time for many and we understand that you may need our support. On this page, find out how to let us know if you need help with your repayments and read about the ways in which we can help.

Payment deferrals under the Government Support scheme are offered as per guidance published by the FCA that you can access on their Mortgages and coronavirus: information for consumers webpage External link icon.

If you have already had a payment deferral and can resume your repayments

Please complete the form linked below and let us know you are happy to resume your payments on your mortgage, personal loan or credit card.

Go to form

If you would like to make a lump sum repayment or start to repay the amount owed from your payment deferral sooner (fixed rate mortgages only), you can tell us in the form and we’ll call you back to arrange.

I have already had a payment deferral but I need further support

Don’t worry, we are here to help, whether or not you are eligible for Government support, and whether or not you are up to date with your repayments. Please fill out the form at the link below and an advisor will get in touch with you.

When you complete the form, we’ll ask you some questions about how your finances have been impacted by coronavirus. We’ll use this information to give us a view of the type of support that you may need. We’ll then make an appointment for you to speak to one of our trained advisers and confirm the date and time with you within seven days.

Scroll down this page to read more about the Government’s Coronavirus Support scheme, including closing dates and how we can support you, whether you are eligible for the scheme or not.

Go to form

I have never had a payment deferral before and need support with my payments

Select the product you need with support with.

Scroll down this page to read more about the Government’s Coronavirus Support scheme, including closing dates and how we can support you, whether you are eligible for the scheme or not.

Mortgage Personal loan

To apply for a payment deferral on credit card please call us on 0345 600 2882

If you need support with your overdraft;

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 options available to you. These may include:

  • A period of breathing space, to allow you some time to consider your options and 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.
  • I have a mortgage, is a payment deferral the right option for me?

    There are a few things to consider before applying for a payment deferral, to make sure it’s right for your situation:

    • A payment deferral is a short-term support. If you feel that you will need longer-term support, or you are worried about starting your payments again please speak to us.
    • If you are not up to date with repayments on other products that you have with us, for example your credit card or personal loan, speak to us.
    • If you are a Buy-to-Let landlord, it is expected that you pass the relief from your payment holiday onto your tenants. If you are not in a position to do this, please contact us to discuss other options available to you.
    • If you have multiple Buy-to-Let mortgages with us, an adviser may be in touch with you to get extra information to complete your application and discuss your options.

    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, independent advice from Advice NI, Housing Rights Service or other debt counselling organisations. You can find more information about these services on our Customers in Financial Difficulty webpage.

    It’s important you know that some of these options are likely to increase your mortgage balance, your interest and the total amount you have to repay. We have provided examples of the longer term impact on your mortgage below. If you click on the title, you can see examples for each of the options to give you an understanding of the longer term impact on your mortgage.

  • Mortgage support options - you have never had a payment deferral or you have had one, but for less than six months

    Payment deferrals under the Government Support scheme are offered as per guidance published by the FCA that you can access on their Mortgages and coronavirus: information for consumers webpage External link icon.

    You can request:

    • A full payment deferral (also known as a payment holiday). This is where you make no repayments for an agreed period of time.
    • A partial payment deferral. This is where you make a reduced payment of a specific amount for an agreed period of time.
    • To review your existing mortgage product or term in line with your individual circumstances

    Important information about Credit Reference Agencies

    If you have received mortgage support as part of the Government’s Coronavirus support scheme, there has been no impact on your credit rating as a result. Under this scheme, you can avail of up to six months of payment deferral and this may have included full payment deferrals (payment holidays) or partial payment deferrals (interest only or part repayment periods). However, lenders may take into account a range of factors when making credit decisions in the future including, for example, information provided by applicants or bank account information.

  • Mortgage Support options - you have already had six months of payment deferrals

    If you have already had six months of payment deferrals (either full or partial), then you are not eligible for further payment deferrals under the Government Coronavirus support scheme. However, we can still help you.

    Please fill out the form at the top of this page and an advisor will contact you to arrange an appointment. At the appointment, we will discuss a solution tailored to your needs.

    Important information about Credit Reference Agencies

    We will be open and clear about any solution on your account outlining any potential costs and impacts to your agreement. You will also receive confirmation in writing.

    If you proceed with an application for support with your repayments, this may be reported on your credit file and may impact your credit rating, which is also sometimes referred to as your credit score. This may impact your ability to obtain credit in the future. Your credit file is used by firms to make lending decisions, along with other sources of information, for example your bank account statements.

  • Examples of longer term impact on your mortgage

  • I have a personal loan or credit card. Is a payment deferral the right option for me?

    There are a few things to consider before requesting a payment deferral, to make sure it’s right for your situation:

    • A payment deferral is a short-term support. If you feel that you will need longer-term support, or you are worried about starting your payments again please speak to us.
    • You won’t make any monthly repayments during a payment deferral.
    • Interest will continue to accrue on your balance.
    • It may take longer to repay your balance and you will pay more overall for your borrowing.
  • Personal Loan and Credit Card support options - you have never had a payment deferral before, or if you have had a one, but for less than six months

    You can request:

    • A full payment deferral (also known as a payment holiday). This is where you make no repayments for an agreed period of time.

    Other options are:

    • A period of breathing space to allow you time to seek free, independent debt advice.
    • Consolidating your existing commitments into one affordable monthly payment, subject to our normal checks.

    Important information about Credit Reference Agencies

    If you have received mortgage support If you have received support as part of the Government’s Coronavirus support scheme, there has been no impact on your credit rating as a result. Under this scheme, you can avail of up to six months of payment deferral. However, lenders may take into account a range of factors when making credit decisions in the future including, for example, information provided by applicants or bank account information.

  • Personal loan and credit card support options -  If you have already had six months of payment deferrals

    If you have already had six months of payment deferrals (either full or partial), then you are not eligible for further payment deferrals under the Government Coronavirus support scheme. However, we can still help you.

    Please fill out the form at the top of this page and an advisor will contact you to arrange an appointment. At the appointment, we will discuss a solution tailored to your needs.

    Important information about Credit Reference Agencies

    We will be open and clear about any solution on your account outlining any potential costs and impacts to your agreement. You will also receive confirmation in writing.

    If you proceed with an application for support with your repayments, this may be reported on your credit file and may impact your credit rating, which is also sometimes referred to as your credit score. This may impact your ability to obtain credit in the future. Your credit file is used by firms to make lending decisions, along with other sources of information, for example your bank account statements

If you have money worries

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, the Money Advice Service 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 Money Advice Service Navigator Tool External link icon and the FCA information page Dealing with Financial Difficulties during the Coronavirus PandemicExternal link icon will help you access the right information.

FAQs

  • Are payment holidays and payment deferrals the same?

    Yes, payment holidays are also known as payment deferrals. There are two main types:

    • A ‘full payment deferral’ is where you make no repayments for an agreed period of time
    • A ‘partial payment deferral’ is where you make reduced payments of a specific amount for an agreed period of time
  • Why has the total amount I owe you increased?

    The amount you owe is now more because interest has continued to accrue during your payment deferral and the balance has not reduced by your usual payments. This means that your outstanding balance has increased overall.

  • Can I repay the amount I owe from my payment holiday now?

    Yes, just use the button above and tell us that you would like to do this. We will call you back to arrange.

  • I am able to resume my repayments, do I need an appointment?

    No, if you are able to resume your repayments, you don't need an appointment with an adviser but will need to complete the web form above to let us know your wishes. We’ll send you text reminders to complete the form, if you haven’t already done so. However, if you would like to discuss your finances, please contact us on 0345 600 2882.

  • How do you confirm my appointment?

    We will confirm your appointment by calling you and will use the details you provided on your web form. We will do this within seven days. If you need to speak with us more urgently or if you need a face to face conversation rather than a telephone meeting, please let us know by calling 0345 600 2882 and we’ll arrange this for you.

  • How long will my appointment take?

    The appointment will take around an hour, depending on your circumstances.

  • Can I still use my credit card if I have a payment deferral?

    Yes you can continue to use your credit card as normal, but it’s important to be aware of your balance and spending so that you don’t exceed your credit limit, as interest will continue to be applied to your account during the payment holiday period.

  • How long will the options be available?

    In order to assist customers during the Coronavirus pandemic and lockdown, the Government and FCA implemented a scheme that allowed customers to ‘self-certify’ that they were financially impacted by Coronavirus. This allowed us to grant a payment deferral without completing a review of a customer’s financial circumstances.

    If you have never had a payment deferral under the Government scheme

    If you have never had a payment deferral, you are eligible to apply for a total of six months, taken across at least two periods of deferral (these are granted for a maximum of three months at a time).

    The scheme for mortgages will close to new applications for payment deferrals on 31 March 2021 and will close to all deferrals on 31 July 2021. This means that there are a few key dates to note:

    • If you need to, you should apply for your first payment deferral in good time before your March mortgage repayment is due.
    • If you think that you will need to avail of the full six months available under the scheme, you must apply for your first period of deferral before your February repayment is due, as the scheme closes to all deferrals on 31 July 2021.

      This means that, if you apply for your first payment deferral to cover your March payment, because the scheme closes on 31 July 2021, you could avail of only five months of deferral (March, April, May, June and July repayments).

    • Once your first deferral is in place, you are entitled to ‘top it up’ any time before 31 March 2021.

    If you have had a payment deferral under the Government scheme, but for less than six months

    If you have already availed of a payment deferral under the Government scheme for less than six months, you are entitled to ‘top up’ your deferral to a maximum of six months, but you must apply before your March repayment is due.

    Don’t worry though, we will still be able to help you- the only difference will be that you will undertake a review of your situation with one of our advisors.

  • Can I request to end my payment deferral early?

    Yes. If you would like to end the payment holiday early please contact our team to discuss your options on 0345 600 2882.

  • What happens once I make a payment deferral request?

    Where we can, we’ll start your payment deferral from your next payment. However, if your next payment is due in the next few days, your payment holiday may start the following month.

    We’ll confirm your payment holiday by text or by a phone call number and we’ll write to you with details of the payment deferral you’ve requested. This will be within 5-7 working days of you submitting your application. Please bear with us – we’re working hard to get back to you.