Coronavirus (COVID-19)
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.

1. Use our mobile app and Internet Banking. View our guides on how to set up mobile banking and Internet Banking.

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.

Fraud awareness 

Criminals are using texts, emails and phone calls to scam people out of their money during the coronavirus outbreak. Here’s our Head of Fraud Ashley Hart with what to look out for. 

Find out more

Business customers

Business banking customers should visit our useful information page.

Find out more

Mortgage customers

Mortgage Repayment Holiday

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.

Savings customers

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.   

Credit card customers

Customers can request an emergency credit limit increase. Subject to status and application. 

Current account customers

Cash machine withdrawals

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.

Are you experiencing financial difficulty?

If you are experiencing financial difficulty as a result of COVID-19, we have a number of measures in place to support you.

Added Value Account customers – Travel benefits

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

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.

If you are not registered for internet banking click here to register: Internet Banking Registration.

Alternatively, you can complete a repayment holiday request using the form on our Loan Repayment Holidays page

Please bear in mind you will not receive an instant response as it can take up to 2 working days to provide a decision.

 
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