How we're supporting you financially.
We understand our customers may be worried about the impact of coronavirus (COVID-19) and wanted to reassure you that we’re here to help you with any financial concerns you may have. If you are worried about your financial situation, please get in touch. The earlier you talk to us, the sooner we can help.
Please help us help you.
We will continue to do our best to support you. But we’re currently busier than usual and our own Partners are impacted by coronavirus. Please follow these steps to help us help you.
2. Phone support for those most in need. If you're unable to find a solution online, you feel vulnerable or are in a situation where you need help today, then please do allow us extra time to answer when you contact us.
3. We are providing essential services only in branches at the moment. We’re keeping some of our branches open with reduced hours to help with essential banking needs. These include:
Help if you’re in need of additional support or are facing financial difficulty
Paying in for cash or cheques
Taking out cash over the counter or from an ATM
Banks and building societies, just like retailers, are following the government’s guidance and introducing social distancing in our branches and at ATMs. Please do not visit one of our branches unless absolutely necessary.
4. Support from friends or family. If you don’t have access to digital devices and are worried about not being able to access a branch, please call your branch and they’ll talk you through the process of setting up access for your friends or family.
Customers with a TSB mortgage may apply for a repayment holiday for up to three months. This shouldn't impact your credit score. Repayment holidays are subject to approval. If you take a repayment holiday, you will pay more interest overall. Find out if you are eligible on our Mortgage Repayment Holidays page.
For new customers joining TSB, mortgage advisers and brokers will work with customers and understand their individual position.
Current delays at Registers of Scotland due to coronavirus (COVID-19)
The current coronavirus (COVID-19) situation has meant that Registers of Scotland are unable to process applications to register house purchase and remortgage applications within their usual timescales.
To help transactions continue without delay, the Law Society of Scotland have agreed temporary changes to the usual processes which conveyancers in Scotland follow. We have agreed via UK Finance that we, as your lender, will support these temporary changes to avoid any unnecessary delay.
We understand that, even with the new processes in place, there may be some delay with remortgage completions. Please contact your conveyancer for further information on timescales.
Impacted customers holding Fixed Rate Bonds can close their accounts to gain early access to their money. Customers will also be able to access savings in Fixed Rate Cash ISAs and the early withdrawal charge will not apply during this period. Please note, that if you do withdraw from your Fixed Rate ISA, you will lose the tax-free benefit on this amount.
Personal current account customers can now withdraw up to £500 from UK cash machines.
Apply for an Arranged Overdraft
Customers may apply for an Arranged Overdraft, or an increase to their Arranged Overdraft limit to provide short term relief on their outgoings. Overdrafts are subject to approval. The quickest and easiest way to apply is via Internet Banking.
Apply for an increase to your Arranged Overdraft
Alternatively, if you have an Arranged Overdraft and would like to increase the limit, you can complete an Overdraft Increase request form. Please bear in mind you will not receive an instant response as it can take up to 3- 5 working days to provide a decision.
The travel insurance claims line is currently experiencing high call volumes. To allow us to prioritise customers, we are asking you to only call if you were due to travel within the next 7 days. Before making a claim, please ensure you have contacted your travel and accommodation provider to discuss a refund, as travel insurance only provides cover for your non-refundable costs.
Find out about our travel insurance and coronavirus (COVID-19) advice for travellers with a TSB Added Value Account.
Personal loan customers may apply for a repayment holiday to provide short term relief on their outgoings. Repayment holidays are subject to approval. If you take a repayment holiday, you will pay more interest overall.
The quickest and easiest way to apply is via internet banking:
Log into internet banking
Select your loan from the ‘Your accounts’ screen
Click on the repayment holiday tab
This way you will receive an instant decision and you can also check your eligibility from here before you apply.