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Coronavirus – We’re here to support you

Supporting you during Covid-19

Helping you access
and manage your money

We're here to support you

We understand that these are uncertain times, and many of you may be worried. We want to assure you that looking after our customers and colleagues is our number one priority.

If you’re concerned about being affected financially or being unable to get to the bank due to coronavirus (COVID-19), this page is here to help.

How to do your banking from home

During this time we want to make it as easy as possible for you to manage and look after your money.

That's why we have made it easy to start using our mobile app and Digital Banking, or you can chat with one of our bankers face to face with Video Banking.

Set up mobile banking

Our mobile app lets you view your account balances or transactions, move money between accounts, pay other people and manage your bills. It's also available for tablets.

 

To watch more helpful videos on getting started and using the app, our Video Hub is here to help.

Want a hand with the mobile app?

Our mobile app user guide provides clear, step by step instructions on how to bank using your mobile phone or tablet. Click the link below read about how to get the app, and start banking with it.

Set up Digital Banking

Use a bigger screen to check your balances or transactions, search through your statements and move money between your accounts.

Chat with a video banker

Instead of coming into a branch, you can use your phone, tablet or computer to have a video chat with one of our bankers.

Customer support line

We have a dedicated support line set up for customers who are elderly or are in a period of extended isolation.

It's managed by a dedicated team of Customer Care experts and is open from 8am – 8pm, 7 days a week.

  • Call us on: 0800 051 4177
  • Relay UK: 18001 0800 051 4177

Our Customer Care experts will also be able to help guide you through how to register for our online and mobile banking services if you need support.

Be aware of scammers

Be aware of emails promoting fake cures

Be alert to suspicious phone calls, texts or emails about coronavirus from anyone claiming to be from the bank or other trusted organisations. We’ll never ask you for your full PIN, password, card reader codes, one time passcodes or to move money from your account.

Watch out for impersonation scams

Be vigilant if anyone you don’t know comes to your door pretending to be from the NHS, WHO or another organisation offering products or services relating to coronavirus. Don’t hand over money or personal details.

Tax refunds linked to Coronavirus

The HMRC will not contact you by email to discuss tax refunds, so never click or respond. Never download attachments from emails you have received out of the blue.

Talk to us if you are unsure something's genuine

If anyone gets in touch unexpectedly and asks you for information, please hang up or do not reply. Get in touch directly using the number on the back of your card, or a number you trust. If possible, call us from a different phone or mobile.

What financial help is available?

We have put a range of measures in place to help support you if you're experiencing financial difficulties as a result of the outbreak:

  1. 01

    Payment holidays for up to 3 months to support with the impact of coronavirus on Royal Bank Mortgages. You can find more information on applying for a payment holiday on our managing your mortgage page.

  2. 02

    Payment deferrals of up to 3 months to support with the impact of coronavirus on Royal Bank Loans.

    • Log into our mobile app, simply tap 'Help' at the bottom of the screen followed by 'Message us' and quote 'coronavirus loan' in your message. 

    Find out how to get the app

  3. 03

    You can apply for an increased credit card limit.

  4. 04

    Refunds on request for Royal Bank credit card cash advance fees, where you've needed to access cash in an emergency.

  5. 05

    Early closure of Royal Bank fixed savings accounts to access cash with no early closure charge. To close your fixed term savings account, you can call us on 03457 24 24 24 (Relay UK: 18001 03457 24 24 24).

  6. 06

    You can request an increase in your Royal Bank Debit Card cash withdrawal limit of up to £500 to help you access your money. To do this, you can call us on 03457 24 24 24 (Relay UK: 18001 03457 24 24 24).

  7. 07

    From Monday 30th March, for three months, all of our Personal Banking customers using their overdraft will pay less as we’re keeping overdraft interest at their current rates and they won’t pay any fees or charges. To find out more, please see our overdrafts page.

  8. 08

    We won’t charge a late fee for any credit card payments due from 1st April until 30th June 2020. You don’t need to get in touch, we will do this automatically. You should still try to make at least your minimum monthly payment on time to avoid affecting your ability to get credit in the future.

  9. 09

    The limit for contactless spending with your debit or credit card is increasing from £30 to £45. Retailers need to update their systems to accept these changes, so you don’t need to contact us if your contactless payment over £30 is declined, simply continue to use chip and PIN. You’ll still need to occasionally enter your PIN when presenting your card to prove it’s really you.

    Find out more about contactless limits here

Can we help with anything else?