If you've been affected by coronavirus (due to illness or self-isolation) and are worried about what this might mean for you financially, there are things we can do to help.
Please get in touch with us as soon as possible so we can discuss your individual circumstances and find ways in which we can support you. The sooner you contact us, the more we can do.
*Call charges may vary. For your protection calls may be monitored and recorded.
We offer a number of ways to manage your money, including our mobile app and internet banking. If any of those are affected, we’ll let you know. You can check our service status page to see how our services are running.
Stores - If we need to close any of our stores temporarily, we’ll let you know on our website, social media or via email if we hold a valid email address for you.
We appreciate that as a result of coronavirus, you may have some unexpected worries about your finances. Supporting our customers is our absolute priority and we want to help. So if you have any worries about your finances as a result of coronavirus or any other circumstances, please contact us on the phone number on the back of your card and we can talk through your personal situation and consider how best to help, we’re here 24/7. Options could include extending your credit facility and freezing interest payments, we’ll work through the right option for you. Also remember that you can request an additional credit facility via the Virgin Money Credit Card Online service. This service is available to Virgin Money customers only.. The sooner you contact us, the sooner we can provide you with the right support.
Those who are self-isolating now have access to take out cash through your local Post Office. The new temporary service during Covid 19 lockdown includes an arrangement which will allow a trusted third party to collect money on your behalf from your local Post Office should you have no alternatives.
Please contact us to discuss if you want to access this service and the team will discuss the terms with you. As this is a temporary service during Covid 19 we will review it’s availability and can discuss alternative options if this option is removed.
Clydesdale Bank Contact Centre, Monday to Friday 8am - 6pm, 0800 085 4016.
We appreciate that as a result of coronavirus, you may have some unexpected worries about your finances. Supporting our customers is our absolute priority and we want to help. So if you have any worries about your finances as a result of coronavirus or any other circumstances, please contact us and we can talk through your personal situation and consider how best to help. The sooner you contact us, the sooner we can provide you with the right support.
If you hold any product that states in its Terms & Conditions that its interest rates are linked to base rate, then the interest rates will have been reduced on the business day after the Bank of England change. The reductions that took place were by 0.50% on 12th March and a further 0.15% on 20th March 2020.
The Base Rate Tracker products impacted by these changes were;
These new rates were advertised in local and national press and will show on the next statement after the change.
Following the Bank of England base rate changes on the 11th and 19th March, we are lowering the interest rate on some of our variable rate savings accounts. We love to give our savers good value and are confident these new rates do exactly that in the current market.
If your rate is reducing, your letter or email will show your new rate and the date it kicks in.
No - your savings rate is fixed for all of the term. This is usually one, two, three or five years. Any new rates will be advised to you when you receive your maturity information.
Following the Bank of England base rate changes on the 11th and 19th March, some current account products will be subject to a rate change. We love to offer good value for our customers and we’re confident these new rates do exactly that in the current market.
In line with your account terms, if we decrease the rate on your Current Account Direct or Virgin Money Current Account or its linked savings account, you’ll get two months’ notice of the rate reduction. For the linked savings account, we’ll also send you a reminder no more than 14 days before it starts.
If your rate is changing, your letter or email will show your new one and the date it kicks in.
This is an unprecedented situation, with two Bank of England base rate changes very close together. Because of this, we’re lowering the interest rate on a number of our variable rate savings accounts. This change reflects both base rate reductions at the same time. The amount the rate is reduced by differs between accounts so that we continue to offer good value in the market. We’ve also made sure that all affected accounts are paying more than base rate. If your rate is changing, we’ll let you know the new one and the date it starts.
Due to the Bank of England changing rates twice in quick succession, we’ve taken both changes into account when deciding on the new variable rates. The letter you’re getting now covers both rate reductions. We don’t have any plans to reduce rates again at the moment.
As always, we’ll continue to look at the market to make sure your savings account offers good value. And we’ll always tell you about any more changes with the right amount of notice.
Yes – we’re contacting every customer that is affected by this rate change. If we hold a valid email address for you, we will endeavour to advise you by email. If this is not possible or you have not provided us with an email, you will be sent a letter.
Our savings range is reviewed on an account-by-account basis - interest rates may move by different amounts and at different times. This is to make sure they offer good value in the savings market.
We’re writing to customers whose interest rates are going down. For a small number of our accounts, the interest rates are still being looked at. We’ll write to those customers once any decisions are made, giving the right amount of notice.
We haven’t made a decision about the interest rates on some of our savings accounts yet. If we decide to change the rates on these accounts, we’ll let customers know as per their terms and conditions. All rates that are changing are being pre-notified on our website.
We’re sorry when anyone is unhappy. But it’s worth knowing that, as an existing customer, you can open any account that’s available to a new Clydesdale Bank or Virgin Money customer. So, if there’s an account you feel is more suitable, you’re free to open one of those.
During this particularly busy period, please view our savings range online and choose the best online account to suit your needs. You can apply for this yourself and ask us to move your money after.
Alternatively, you can withdraw funds from your savings account or close it.
To open a new current account - you can compare our accounts here
If you want to move to another bank, you can do so with the Current Account Switch Service. It’s a secure and easy way to move in just seven days. If you hold a linked savings account with your current account, remember this isn’t covered by the Current Account Switch Service and you will need to arrange to close or convert this before your switch.
If you would prefer to speak to someone in your local branch, please check Branch opening times before making your journey. We may have reduced opening hours because of the current coronavirus situation.
If you want to serve notice to withdraw from your account or close it, just let us know in writing or by calling in to a branch. If you wish to close your account when the notice expires, please include this information when you send your withdrawal or closure instruction.
Before you contact us
During these difficult times, we're getting more calls than usual. Our priority is to protect our services for customers that need us the most. If your call or branch visit isn’t urgent, please keep the way clear so we can help them first.
Our branches and phone lines are still open. However, as more of our colleagues become personally affected by the coronavirus situation, we’ve made some changes to our opening hours for our branches and contact centres.
If you’re going out, please make sure you follow Government guidelines.
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured. Please don’t cancel your payments without speaking to us first as we may be able to help.
It’s important that you consider your options very carefully. Rest assured, any changes will not impact your credit score and there will be no additional fees and charges.
You may be able to reduce your level of cover:
You may be able to defer your monthly payment:
To talk to us about the options that might be available to you please call us on 0800 197 1609 – visit our home insurance page for the latest opening hours.
If you’re unable to do this yourself or would prefer that we discuss your policy with a family member or friend, we need your permission to do so. Just let us know if this is the case when you contact us.
For further information and advice:
If you are:
Then you can nominate someone to manage your policy on your behalf. If a friend, family member or carer has your consent, they can pay your premium and make some changes to your policy. To find out more, please call us on 0800 197 1609 – visit our home insurance page for the latest opening hours.
If you need specialist help for a loved one, please see below a list of organisations that can offer further support.
You don’t need to tell us if you’re carrying out clerical work from home, such as using a laptop or phone.
You don’t need to add work equipment, such as a phone or laptop, to your policy if they’re owned by your employer.
Any business equipment owned by you can be covered under your policy. Please check your Policy Schedule and Policy Wording for more details and limits.
Our policy usually allows for your home to be unoccupied for up to 60 days before certain restrictions apply. However, we’ll waive these restrictions if that is unavoidable as a result of coronavirus. You don’t need to let us know if your home will be unoccupied due to coronavirus.
Examples of when your home may be unoccupied as a result of coronavirus include:
If you’re planning to leave your property unoccupied, here are some tips to help protect it:
No, you don’t need to tell us if you’re home more often because of coronavirus.
If the home is occupied by anyone other than you or your family, certain restrictions apply. However, we’ll waive these restrictions if your friend or carer is staying with you as a result of coronavirus. If your friend or carer continues to stay with you after the Government advice to stay at home or self-isolation finishes, you must tell us so we can update your policy.
Yes, we’ll cover personal belongings that are temporarily removed from your home if you’re living elsewhere while the Government advises that you stay at home or during self-isolation if you lose them, they’re damaged in a fire or stolen. Please check your Policy Wording for a full list of what we do and don’t cover, and details of policy limits.
Yes, we’ll continue to cover your items, subject to the validity of the information you have provided while you must stay at home or self-isolate.
Please provide us with a valuation as soon as you can once restrictions are lifted. Details of how to do this are included in your policy documentation. In the meantime, you will be covered, and we’ll send you a reminder at a later date.
You could also send a receipt if this is available by emailing us at firstname.lastname@example.org and we advise that you take photographs of the item(s).
Please call us to renew your home insurance policy on 0800 197 1609 – visit our home insurance page for the latest opening hours.
If you find you’ve missed your renewal date due to issues related to coronavirus, then please call us on 0800 197 1609 to discuss – visit our home insurance page for the latest opening hours. We’ll do what we can to either reinstate your policy or arrange a new policy for you as soon as possible.
You can submit a home insurance claim by calling 0800 197 1610 – visit our home insurance page for the latest opening hours.
We’re working with our suppliers to keep any disruption to our claims process to a minimum, however our repairers will keep you updated if there are any possible delays relating to your individual repair, such as a delay to sourcing parts or materials.
Documents can take up to 2 weeks to arrive by post from the date you purchased your policy.
Please email us at email@example.com to let us know if you have not received your documents within this time.
Please email us at firstname.lastname@example.org to add high value items to your policy.
Your policy booklets can be accessed here.
Please email us at email@example.com.
Please call us on 0800 197 1609 if your policy needs to be renewed within the next 5 days – visit our home insurance page for the latest opening hours.
For all other queries, please email us at firstname.lastname@example.org and we’ll do our very best to get back to you within 5 days. Your patience during this time is greatly appreciated.
As of 22 June our DSAR team is once again operational following a brief pause as a result of the Coronavirus. We are working through the requests, however please be aware that we are currently responding beyond the usual timeframe expected. We thank you for your patience during this time. Please be assured that we are working to issue your response as quickly as possible.
We understand that you may be finding it difficult to pay your monthly premiums right now. We want to help you stay protected. Please read our FAQs below, or visit our chosen provider Legal & General’s dedicated coronavirus advice page for more detail.
If you’re suffering from financial hardship due to the impact of coronavirus you may be able to take a payment holiday* (see eligibility criteria). A payment holiday lets you take a three month break from paying your monthly premiums. You’ll remain covered by your policy, subject to your policy terms and conditions – giving you some breathing space.
All you need to do is give Legal & General a call on 0370 010 4080* and they’ll talk you through the process.
If you’ve missed or cancelled a payment, don’t worry – you’ll remain covered by your policy for 60 days from the date of your first missed premium (this is the day your payment would have been collected). So you might still have time to bring your account up to date.
If you restart your regular payments and pay your missing premiums within 60 days, there will be no change to your cover or usual premiums. Legal & General won’t ask you any health or lifestyle questions, and there’s nothing else you need to do. You can set up a payment method and pay any outstanding premiums by calling Legal & General on 0370 900 8819 *.If you don’t bring your account up to date within the 60 days, your payments can still be reinstated but you’ll need to answer some health and lifestyle questions. You’ll also need to repay any missed premiums and set up a new payment method.
Providing you haven’t missed more than one payment, you may be able to take payment holiday (see eligibility criteria). A payment holiday lets you take a three month break from the date of your first missed premium. You’ll remain covered by your policy, subject to your policy terms and conditions – giving you some breathing space.
To discuss your options, please give Legal & General a call on 0370 010 4080* and they’ll talk you through the process.
You could be eligible for a three-month payment holiday if:
To see if you’re eligible and to discuss your options, please give Legal & General a call on 0370 010 4080*.
Your payment holiday will start from the first payment due date after you apply to Legal & General – provided you give 10 days’ notice before the next direct debit payment is taken. Unfortunately, you can’t choose to begin a payment holiday on a specific date.
If you’ve already missed a payment, your payment holiday will start from the date of the first missed premium.
If the direct debit payment can’t be paused before the next payment date, Legal & General will take your monthly premium amount as normal. The payment holiday will start the following month and continue for three months.
Legal & General will send you a letter to let you know when your payment holiday will start, when your payments will start up again and when they will collect the missed payments. This should be kept with your policy documents in case you need to make a claim.
Yes, if you feel you are now able to continue with your premiums as normal, you can change your mind at any time during the three months. Just call Legal & General on 0370 010 4080* * and they’ll arrange that for you.
When your payment holiday ends, Legal & General will collect the three months’ premium due and your regular monthly premiums will automatically restart. The amount will be collected around the same time as your next monthly premium. On your bank statement, this may show as one payment or two separate payments within a few days of each other. If you prefer, you can contact Legal & General at least 16 days in advance of the due date and pay the three months’ premiums using your credit or debit card.
If Legal & General are unable to collect all premiums due for this policy after the payment holiday ends, your policy will be cancelled, and the cover will end. You may be able to reinstate your policy subject to completing health and lifestyle questions as well as paying all outstanding premiums, in line with your policy terms and conditions
Payment holidays were a temporary solution made available during the Coronavirus outbreak. The deadline for applying for a new payment holiday was the 31st March 2021. As this deadline has passed, we can no longer offer payment holidays.
If your initial payment holiday is not due to end until after the 31st March 2021, you can still apply for a payment holiday extension (up to a maximum of 6 months). No payment holiday can continue beyond the 31st July 2021. To apply for an extension to your payment holiday you'll need to complete the online form.
If you are worried about not being able to make your next payment or your finances in general, please call us on 0800 141 2261. We can discuss your agreement and explain what options are available to you.
If you have had a change in circumstances, or if you have multiple creditors, then you may want to consider getting some free independent financial advice or help on dealing with all your creditors from one of the following agencies
The maximum duration of a payment holiday was 6 months, applied in periods of up to 3 months.
If you're currently in the first 3 month period of a payment holiday that expires after the 31st March and would like to apply for an extension, please complete the online form.
If you have already had a 6 month payment holiday and are concerned about your ability to maintain your loan repayments please contact our financial care team on 0800 141 2261 to discuss how best we are able to help.
You won't be charged any additional interest over the term of your loan by taking a payment holiday.
If you pay by Direct Debit, it will be suspended and we won’t take any payments until the payment holiday has ended.
If you have cancelled your own Direct Debit you'll need to re-instate it prior to the end of your payment holiday, the date will be notified to you by post.
At the end of the payment holiday, your contractual repayments will resume, and the term of your loan will be extended to cover the duration of your payment holiday.
We'll write to you around 4 weeks before the end of your payment holiday to confirm when your next payment is due.
Your payment holiday won’t affect your credit file, but lenders may look at your account and payment history when making decisions about your credit in the future.
If you are currently in payment holiday & have not yet benefitted from the maximum 6 months payment holiday available you can still apply for a payment holiday extension (up to a maximum of 6 months) by completing the online form. No payment holiday can exceed past the 31st July 2021.
If you are worried about not being able to make your next payment or your finances in general, please contact us on 0800 141 2261 . We can discuss your account and explain what options are available to you.
You can also get free independent financial advice or help from a number of charities and not-for-profit organisations, like the ones listed below: (list on current live site).