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Coronavirus - banks

Support on offer (check your bank's website for updates).

Barclays

Bank of Scotland

Co-operative

Halifax

HSBC

Lloyds

Metro

Monzo

Nationwide

Natwest

RBS

Santander

Starling

TSB

Ulster NI


RBS

Website: https://personal.rbs.co.uk/personal/support-centre/coronavirus.html#bank

Dedicated support line for customers over 70 or those in isolation, and a separate service for NHS workers.

Telephone: 0800 051 4177

Non-online options:

Cash delivery service for vulnerable customers and NHS staff. Money can be delivered to home address, and up to £500 available. Mobile, telephone banking and ATM cash withdrawals also available.

Companion card:

Royal Bank of Scotland have launched a new 'companion card' - a supplement to their existing current accounts that will enable vulnerable customers and those in extended isolation to give trusted volunteers a way to pay for their essential goods. The card can be topped up by up to £100 every 5 days and given to a trusted person or carer to enable them to make purchases on behalf of the individual.

To enhance security, the companion card will be associated with the customer's existing bank account but kept separate on the bank's systems. The card does not share a PIN or long card number with the customer's existing debit cards and ATM withdrawals are restricted to £50, as well as being subject to fraud monitoring systems.

The companion card can only be used to purchase shopping, it cannot be used to make online purchases. Customers can access either the cash delivery service or enquire about a companion card by phoning:

The Royal Bank of Scotland's dedicated vulnerable customer lines on 0800 051 4177.

Third party access policy

Can issue a code over the phone which customers can give to a friend, neighbour or volunteer to withdraw an agreed amount of cash from an ATM within three hours of receiving the code. Contact RBS for further details.


NatWest

Website: https://personal.natwest.com/personal/support-centre/coronavirus.html

Dedicated support line for customers over 70 or those in isolation, and a separate service for NHS workers.

Telephone: 0800 051 4176

Lines are open 8.00am - 8.00pm every day.

Non-online options:

Cash delivery service for vulnerable customers and NHS staff. Money can be delivered to home address, and up to £500 available. Mobile, telephone banking and ATM cash withdrawals also available.

Companion card:

NatWest has also launched a new 'companion card' for vulnerable customers to give to trusted volunteers to pay for essential goods. The card can be topped up by up to £100 every 5 days and given to a trusted person or carer to enable them to make purchases on behalf of the individual. 

To enhance security, the carers card will be associated with the customer's existing bank account but kept separate on the bank's systems. The card does not share a PIN or long card number with the customer's existing debit cards and ATM withdrawals are restricted to £50, as well as being subject to fraud monitoring systems.

The companion card can only be used to purchase shopping, it cannot be used to make online purchases. Customers can access either the cash delivery service or enquire about a companion card by phoning the dedicated support line number 0800 051 4176 for further details.

Third party access policy

Can issue a code over the phone which customers can give to a friend, neighbour or volunteer to withdraw an agreed amount of cash from an ATM within three hours of receiving the code.

Contact NatWest for further details.


Ulster NI

Website: https://digital.ulsterbank.co.uk/personal/help-and-support/coronavirus.html

Dedicated support line for customers over 70 or those in isolation, and a separate service for NHS workers.

Telephone: 0800 092 4238

Non-online options:

Cash delivery service for vulnerable customers and NHS staff. Money can be delivered to home address, and up to £500 available. Mobile, telephone banking and ATM cash withdrawals also available.

Companion card:

Ulster Bank have launched a new 'companion card' a supplement to their existing current accounts that will enable vulnerable customers and those in extended isolation to give trusted volunteers a way to pay for their essential goods.

The card can be topped up by up to £100 every 5 days and given to a trusted person or carer to enable them to make purchases on behalf of the individual.

To enhance security, the carers card will be associated with the customer's existing bank account but kept separate on the bank's systems. The card does not share a PIN or long card number with the customer's existing debit cards and ATM withdrawals are restricted to £50, as well as being subject to fraud monitoring systems.

The companion card can only be used to purchase shopping, it cannot be used to make online purchases. Customers can access either the cash delivery service or enquire about a companion card by phoning Ulster Bank's dedicated vulnerable customer lines on 0800 092 4238.

Third party access policy

Can issue a code over the phone which customers can give to a friend, neighbour or volunteer to withdraw an agreed amount of cash from an ATM within three hours of receiving the code.

Contact Ulster NI for further details.


Santander

Website: https://www.santander.co.uk/personal/coronavirus

Has redeployed a number of staff to support its contact centre team.

Telephone: 0800 9123 123

If you are a vulnerable customer with a unique situation and urgently need help, please call the dedicated helpline on 0800 015 6382.

Please only use this number if you need emergency support and can't contact us online. Lines are open Monday - Friday 9.00am - 5.00pm and Saturday 9.00am - 4.00pm.

Non-online options:

Telephone banking, third-party withdrawals and ATM withdrawals.

Third party access policy

A third-party can access cash when needed as long as the customer is able to provide confirmation over the phone/additional support measures to help those without credentials pay a third party. Can provide support and guidance to third parties on how customers can reach them.

Contact Santander for further details.


Barclays

Website: https://www.barclays.co.uk/coronavirus/

Directing resource to support phone lines. In-branch teams are also supporting this activity.

Telephone: 03457 345 345

Non-online options:

For those who are isolating and require cash, there is a cash delivery service. The cost of this will be covered by Barclays.

Telephone banking and ATM cash withdrawals still available.

Third party access policy

For vulnerable customers who wish to or need to get direct support from a trusted third party with their banking, it has processes in place for one off, temporary or permanent third party support.

Contact Barclays for further details.


HSBC

Website: https://www.hsbc.co.uk/help/coronavirus/

Vulnerable customers who contact the bank may be referred to a specialist support team.

Telephone: 03457 404 404

Non-online options:

Working with customers to look at other solutions such as ordering debit cards, third-party access, help on managing budgets and setting up remote access for vulnerable customers if required. Also offering texting services. Telephone banking and ATM withdrawals available.

Third party access policy

Will work with individuals to offer third party access if they cannot access online/mobile/telephone banking.

Contact HSBC for further details.


TSB

Website: https://www.tsb.co.uk/coronavirus/

Using some in-branch staff to help on phones and moving resource around to help the frontline.

Telephone: 03459 758 758

Non-online options:

Telephone banking/ATM cash withdrawals available, may be able to ask someone to visit a branch on a person's behalf. Customers can 'chat' live online with TSB staff for the first time. Will free up staff across branches and contact centres to support vulnerable customers and those that need essential services.

Third party access policy

Customers who don't have access to digital services can call the bank to set up third-party access.

Contact TSB for further details.


Metro Bank

Website: https://www.metrobankonline.co.uk/coronavirus/coronavirus-personal-customers/

Metro Bank is increasing the number of helpline staff, its helpline is available Monday to Friday from 8.00am to 9.00am for vulnerable customers and over 70s only.

Telephone: 0345 08 08 500

Non-online options:

Encouraging people to contact them via telephone if they cannot self-serve online. Providing additional support and information for those who want to try mobile banking for the first time.

Third party access policy

New process where individual can make a deposit on behalf of a customer. This will require a signed letter from the customer and acting individual will need ID.

Contact Metro Bank for further details.


Lloyds Bank

Website: https://www.lloydsbank.com/help-guidance/coronavirus.html

New service for over 70s, vulnerable and NHS workers to offer support to those who need it most.

Telephone: 0345 072 5555

Non-online options:

Explaining to people they can ask a third-party to visit a branch for them with ID such as a passport or driving licence. Telephone banking and ATM withdrawals also available.

Third party access policy

Self-isolating customers and those who cannot bank digitally can ask a trusted period to visit a branch with ID, withdrawals capped at £100.

Contact Lloyds Bank for further details.


Halifax

Website: https://www.halifax.co.uk/helpcentre/coronavirus/

New service for over 70s, vulnerable and NHS workers to offer support to those who need it most.

Telephone: 0345 720 3040

Non-online options:

Explaining to people they can ask a third-party to visit a branch for them with ID such as a passport or driving licence. Telephone banking and ATM withdrawals also available.

Third party access policy

Self-isolating customers and those who cannot bank digitally can ask a trusted person to visit a branch with ID, withdrawals capped at £100.

Contact the Halifax for further details.


Bank of Scotland

Website: https://personal.rbs.co.uk/personal/support-centre/coronavirus.html#other

New service for over 70s, vulnerable and NHS workers to offer support to those who need it most.

Telephone: 0345 721 3141

Non-online options:

People can ask a third-party to visit a branch for them with ID such as a passport or driving licence (contact Bank of Scotland for further details).

Telephone banking and ATM withdrawals also available.

Third party access policy

Self-isolating customers and those who cannot bank digitally can ask a trusted person to visit a branch with ID, withdrawals capped at £100.

Contact Bank of Scotland for further details.


Co-operative Bank

Website: https://www.co-operativebank.co.uk/news/2020/coronavirus-support-personal-customers

Reviewing branch and telephone opening hours to ensure it can serve customers who need to use banking services.

Lines are open 8.00am - 6.00pm Monday to Friday, and 9.00am - 5.00pm Saturday and Sunday.

Telephone: 03457 212 212

Non-online options:

Working to identify customers who do not bank digitally and explaining options available to them. Will tell them how they will continue to serve them and help them to understand options for support and access to funds. Telephone banking available.

Third party access policy

There is an exceptions process that the bank can use for vulnerable customers who need someone else to access their money on their behalf.

Contact the Co-operative Bank for further details.


Nationwide

Website: https://www.nationwide.co.uk/support/coronavirus

Deploying additional resources to help with the increased demand, in the process of setting up dedicated coronavirus helpline.

Telephone: 0800 30 20 11

Non-online options:

Finding alternative ways of banking for vulnerable customers and will introduce additional support as and when it can. It will continue to update its coronavirus page with relevant support solutions. Telephone banking also available.

Third party access policy

Strict regulations around third-party access still apply, but the bank says it is doing all it can to offer support around Power of Attorney and understanding the needs of vulnerable people.

They can agree for a trusted family member or friend to take out or pay in money on your behalf. It is called a Third Party Mandate, and it is a temporary measure that you can cancel at any time.

To find out more, call your local Nationwide branch.


Online-only Starling Bank - Starling Connected card

Website: https://www.starlingbank.com/features/connected-shopping-card/

The Starling Connected card is an additional debit card you can give to someone you trust, so they can buy whatever you need. The money comes out of a designated 'Space' you'll set up in the app (rather than your main account) and it is capped at £200.

You will need a personal current account with Starling in order to get a Connected card. If you do not have an account but would like to open one you can start by downloading the app: https://www.starlingbank.com/features/connected-shopping-card/

Top up your Connected card whenever you want by adding money to your designated Connected Space in the app.

If you want to stop the card being used, you can withdraw the money from the Connected Space.


Monzo

Website: https://monzo.com/i/coronavirus-faq

Continuing to offer support via the telephone 24 hours a day, 7 days a week.

Telephone: 0800 023 4567