Coronavirus (COVID-19)

Supporting you through the coronavirus pandemic

As the coronavirus continues to affect us all, you may be worried about the impact on your finances.

We’re here for you if you have concerns about your money or any accounts you hold with us and our aim is to find solutions that suit your individual needs and circumstances.

The welfare and safety of both our customers and colleagues is the most important thing to us and we’ll continue to make sure you’re supported. We work hard to keep your money safe, so this includes us helping you to be fraud aware.

Mortgage payment holidays (deferrals) and what happens next

Find out about mortgage payment holidays (deferrals)

Staying alert to fraud

Unfortunately, fraudsters may try to take advantage of you and the current situation. It’s really important you’re aware of anything potentially suspicious, such as messages about coronavirus, trying to sell you good and services, including those claiming to be from your bank or building society. Criminals are very good at impersonating people and organisations.

A few basic rules to remember are:

  • We will never ask you for your full PIN or password;
  • We will never ask you to move money from your accounts;
  • Never click on links or download attachments as fraudsters might infect your device with malware, or enter personal details for anyone or any website you don’t trust;
  • Never feel pressured into sending money to someone, or deal with someone you don’t know or are unsure about;

If it seems too good to be true, you are unsure, or feel uncomfortable, say no. Taking the time to stop and think, or refuse a request will not be a problem with something that is genuine.

We have a handy online guide to the different ways you can protect yourself and your money from fraud.

For more information about how you can be fraud aware and protect yourself, take a look at the Take 5 campaign site.

Savings Maturity FAQs

Can I still come to branch to discuss my maturity options?

To protect the health of colleagues and customers, we ask that you please don’t make any non-essential visits to branch or agency at this time so to support this we’ve made some changes to our maturity process as outlined below.

You’ll get a call from your local branch to discuss your upcoming savings maturity, and if you’re happy for them to, a member of the branch/agency team will organise your maturity so you don’t have to worry about visiting.

What’s the process if I want to close my account or do an internal transfer to an existing YBS account?

You need to send the form provided into branch and we’ll organise the rest. When closing accounts we can either issue a cheque or organise a faster payment, dependant on the amount.

If I want to do a product transfer, what do I need to do?

You can manage your maturity from the comfort of your own home.

​If you have a branch or agency based account that will soon be maturing, you can look at which accounts are available to you on our website and from there, you can request an application pack to be posted to you:

Fixed rate bond customers
Fixed rate ISA customers

Alternatively if you want to talk to someone about your options you can also request a call back from your local branch or agency.

If you don't want to use our online service that's fine, your branch/agency will call you nearer your maturity date.

 

Other FAQs

How do I know my money is safe?

You can be reassured that we’re financially strong and secure, as we’re well-placed to deal with any economic uncertainty and we are also covered by the Financial Services Compensation Scheme (FSCS).

This scheme was set up to ensure consumers’ deposits are protected if a financial service provider goes out of business or doesn’t have enough money to pay back savers’ deposits. All deposits of up to £85,000, or £170,000 for joint accounts, are guaranteed under the FSCS. For more information on the scheme, click here.

How can I keep myself safe from fraud?

Some criminals are using the outbreak of coronavirus as an opportunity to commit fraud by scamming people. Scams can take many forms, so we’d ask you to be particularly careful at this time. Stop and think before taking any action to move your money, and never feel pressurised to do so. If you are unsure about the person you are giving your money to, then don’t.

Please remember, we will never ask you to move money to a safe account or reveal your password or PIN. You can find out how to protect yourself against financial crime here.

I’m worried about the impact of coronavirus on my finances. What support are you able to offer?

We’re committed to supporting our customers who may be affected by coronavirus. If you have been impacted by coronavirus, we’ll try and support you in whatever way we can. You can get in touch with us here

I’m worried about being able to pay for my home insurance due to COVID-19, what can I do?

We are here to help so if you are worried about being able to pay for your Home Insurance due to COVID-19, please get in contact as soon as you can. You can email RSA at priority.mailbox@uk.rsagroup.com or call them on 0330 102 2829. RSA will get back to you as soon as possible to discuss the options available to you. Rest assured all conversations are confidential.

If you are unable to do this yourself or would prefer that they discuss your policy with a family member or friend, they need your permission to do this. Please let them know if this is the case.

I’ve needed to self-isolate so can’t get to my local branch or agency. How can I access my money?

You can use our online services to help you manage your everyday banking needs without having to leave your home. You can learn more about how you can access these and what you can do here.

If anything changes, will you let me know?

If we need to close any of our retail branches or agencies temporarily, we’ll let you know on our website, social media or via email if we hold a valid email address for you. If we change the hours our phone lines are open we’ll let you know on the website too.

What if I need to access my fixed deposits?

We understand this is a difficult time and customers may need access to their savings unexpectedly. We’ll do everything we can to help customers adversely financially affected by Covid-19, including waiving restrictions on fixed rate accounts. We’d encourage any customer who is worried to talk to us on 0345 1200 200.

How are you supporting your staff during Covid-19?

Our priorities as a business at the moment are simple – and there are only two; the first is protecting our colleague’s health and wellbeing, the second is making sure we continue to give you, our customers, the support you need during this difficult time.

To give much needed additional support to our colleagues as well as respecting self-isolation and social distancing guidance, we’ve made a number of changes in our branches and agencies and we’re promoting our Flexible Working Policy and Practices to ensure colleagues feel able to juggle both home and work, especially during this uncertain time.

Our colleagues’ mental wellbeing is very important to us and we already have existing tools in place to help with this, such as ‘Unmind’ which is a Mental Health platform.

We will continue to do all we can to help our customers but please only visit branches and agenices for essential queries/transactions to help us all stay safe and well.

Where can I find the latest medical information about coronavirus?

You can find the latest advice from the NHS here and advice from the World Health Organisation (WHO) here.

Manage your money online, at home

You can manage your money using our online services. Just register for online banking , it only takes a few minutes.

We want you to stay safe online, so please read our guide to online security.

If you’re a savings customer there are a number of things you can do online that you may normally do in a branch or agency, including:

  • Open a new account
  • Access your account and view balances
  • View and download your statements and search transactions
  • Deposit money to your account with a debit card
  • Set up transfers out of your savings accounts
  • Update your personal details
  • View tax statements and request a tax certificate
  • View ISA allowance for current tax year (where applicable)
  • Make Faster Payments
  • Close your account (if applicable)

You can also send us a secure message.

Are you trying to call us?

Many customers are trying to call us for help with financial problems caused by coronavirus. We're really sorry if this means you are waiting longer to speak to us, we know this is frustrating for you.

We want to prioritise customers who cannot make their next mortgage payment. If you're calling about your mortgage but not currently having difficulties making your payments, please use our website to find the informaton you need.

Thanks for helping us support those who need it most.

Telephony and online services lines are open:

Savings
If you'd like to discuss your savings or have any other queries call

0345 1200 100*

9am - 5pm Mon-Fri 9am - 1pm Sat

We’ve had to make a few changes to our branch and agency opening times so we can help our customers in the most effective and safest way possible. This means our branches and agencies will close at 2:30pm Monday-Friday and will no longer be open on Saturdays. You can find out information about your local branch opening times here.

Face Masks/Coverings

Please be aware that from the 24th July, face coverings will need to be worn when visiting any of our branches and agencies. Thanks for helping us keep our customers and colleagues safe. Find out more about the Government’s guidance on face coverings here.

Branch appointments

We ask that you don’t come into branch for non-urgent transactions such as updating your passbook or general queries. Please take a look at our website which has lots of information to help you.

We have had to take the decision to no longer accept face-to-face private appointments. If you have an appointment booked, we’ll be in touch with you to discuss your options.

Visiting our branches or agencies

To protect yourself and others in your community, please don't visit our branches or agencies if you're experiencing any possible covid symptoms. Even if you are well we’re asking customers who don’t have essential transactions, not to come into one of our branches or agencies. This is to protect you and our colleagues and their families.

These are the essential transactions which can be done in our branches or agencies:

  • Cash withdrawals if you don’t have an ATM card
  • Paying money in (to cover things like living expenses or bills)
  • Urgent Faster Payments
  • Opening a new account – if there has been a significant change in your circumstances which means you need to open a new account, we encourage you to use our website which has a wide range of accounts and helps limit the time you spend in a branch or agency.

Find a savings account

  • Alternatively you can apply for a new account over the phone by contacting the branch directly. Please us the branch finder below to find the telephone number for your local branch

Branch finder page