Overlay

Coronavirus – We’re here to support you

As you support Britain during coronavirus

We are here to
support our NHS workers

We're here to support you

Thank you for supporting the UK's critical healthcare services.

We know that as well as looking after your families, you may have other worries about money. This page is here to help you bank from home, contact us when you need to and understand what financial help is available during this unprecedented time.

Financial support available to you

Mortgages

Mortgage payment holidays

Payment holidays for up to 3 months to support with the impact of coronavirus on your mortgage.

Mortgage offer extension

If you’ve had a mortgage offer with us approved but because of current circumstances you can’t complete the purchase, we’re here to help. We can extend your mortgage offer by 3 months to give you extra time to complete buying your new property or re-mortgaging your existing property.

Loan payment deferrals

If you are finding it difficult to pay your monthly loan repayment as a result of coronavirus, then you can ask for a 3 month loan repayment deferral which won’t impact your credit score.

Overdrafts

No change in overdraft interest rates

From Monday 30th March until 14th July, 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.

You can request £500 interest free on your existing arranged overdraft

You can request £500 interest free on your existing arranged overdraft, or up to your existing arranged overdraft limit if it is lower than £500. This is a temporary measure and will be interest free from application date for three months. Please remember that after the three months ends, we will start to charge interest on the full balance.

Credit cards

Removal of credit card late payment fee

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.

Refund of credit card cash advance fees

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

Contactless limit increase

The limit for contactless spending with your 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.

You can apply to increase your credit card limit

If you want to apply to increase your credit card limit, we've included step by step instructions below.

Credit card payment breaks

If you are finding it difficult to pay your monthly credit card payments as a result of coronavirus, then remember that you can reduce payments to the minimum amount. If you still feel that you cannot pay the minimum, then we could provide a credit card payment break without impacting your credit score. This would mean for 3 months, you will only pay £1 per month. Interest will still be applied during this time so your minimum payment will be higher than usual once the payment break ends.

Credit card payment dispute

If you’ve not received the goods or services you’ve paid for by credit card, the first step in making a claim is speaking to the retailer to see if they can resolve. If the payment was made through PayPal, please refer to their Disputes team for details on how to resolve.

Insurance

Home, Renters, Car and Premier (Home, Car or Pet) Insurance payment deferrals

If you're finding it difficult to pay your monthly insurance payments as a result of coronavirus, there are a few different ways we could help you. We could change your payment dates or organise a payment deferral for up to 3 months. Before requesting a payment deferral, please read the important information below to make sure you're fully aware of the impact on your insurance.

Contactless limit increase

The limit for contactless spending with your Debit 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.

Request to increase your Debit Card cash withdrawal limit

You can request an increase in your Royal Bank Debit Card cash withdrawal limit of up to £500 to help you access your money.

Debit Card payment dispute

If you’ve not received the goods or services you’ve paid for by Debit Card, the first step in making a claim is speaking to the retailer to see if they can resolve the issue for you. If you have contacted the retailer and they were unable to assist, we can raise a dispute for you.

Removal of fixed savings early closure charge

Early closure of Royal Bank fixed savings accounts to access cash with no early closure charge.

How to contact us

We have set up an emergency customer care line for customers who work for the NHS. It is managed by a dedicated team of Customer Care experts and is open 24 hours a day, 7 days a week. 

  • Call us on: 0800 0466 734
  • Relay UK: 18001 0800 0466 734

Our team of experts are ready to help with emergency banking support you with:

  • advice on taking mortgage or loan repayment holidays
  • accessing fixed term savings account funds without penalty
  • setting up Digital and Mobile Banking

This dedicated line has been set up so NHS workers can get through to us quickly when they really need us.

Please don't call this number if you're not in the NHS - we're ready to help you through secure online messaging or social media.

Wait times on the phone, web chat and social media messaging may be longer than usual. Please bear with us,  we're doing our very best to get to you as soon as we can.

Do your banking from home

Get the mobile app

The app lets you view your account balances or transactions, transfers money and manage your bills. It's also available for tablets.

Find out more on what you can do by visiting our App feature page or our Video Hub.

Use Digital Banking

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

Our Digital Banking page helps you find out more about what you can do.

Video Banking

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

We are here to help discuss your finances and help you bank from home.

Sending money, getting cash and paying by card

Sending Money

Send money using a mobile number

Need to send money to family or friends? With Paym, you can send money using our app and their mobile number, no sort code or account number required.

Pay someone you haven't paid before

First time paying someone? Send up to £1,000 using your app without a card reader, or log into Digital Banking to pay more.

Send money abroad

Send money quickly, securely and safely to support your loved ones who are in other countries.

Getting Cash

Use the app to get cash without a card

Our Get Cash service through the mobile app sends you a code which allows you to withdraw up to £130 from NatWest or Royal Bank of Scotland branded ATMs, including those at Tesco.

Other ways to get cash

We have a number of options to help you access cash, but please stay safe and follow social distancing guidelines

Paying by card

Apple Pay and Google Pay

Make contactless and secure payments from your Apple or Android devices, no need for a physical card.

"Tap and go" with Contactless

If you have to pay for things in stores, use your contactless card to pay for purchases up to £45

Tips to stay safe when shopping

Here you can find some useful tips on how to shop online safely.

Be aware of scammers

RBS - Step 1

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.
RBS - Step 2

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.
RBS - Step 3

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.
RBS - Step 4

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.

Anything else we can help with?