Royal Bank app
Use our mobile app to manage your banking
Our mobile app is the fastest way to manage your finances without needing to leave your home.
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Coronavirus (COVID-19)
Royal Bank is here to support you
Last updated: 13th November 2020, 07:00
An update from Royal Bank on coronavirus
As the coronavirus outbreak continues, we all face the difficult challenge of responding to the impact it is having on our lives. We are here to support you through these uncertain times.
We understand this is a difficult time for many of our customers. To support you, following the latest government coronavirus announcements, we've updated our guidance on support for mortgages, loans, credit cards and overdrafts. Applications for support are now extended until 31 January 2021. You'll continue to find details of how we can help on this page.
Please help us to support those most vulnerable by only calling or visiting our branches if it’s absolutely critical, and you are unable to do what you need to on our app or Digital Banking. If you need help with completing your banking this way, our webchat and Message Us support are there for you.
Our phone lines are extremely busy, please only call if it's absolutely critical
We are currently experiencing extremely high call volumes. Due to the number of calls we are receiving your line may be silent while waiting. You will find the most up to date ways we can support you on this page.
Financial support available to you
Mortgages OpenClose
Existing customers - End of payment holiday
Before your payment holiday ends we’ll send you a letter about the next steps.
If you’ve had a 6 month payment holiday, please refer to the letter we sent you around 3 weeks before your payments are due to restart. It’ll include the different options and how we can provide help and support.
If you’ve had less than a 6 month maximum payment holiday and you need additional support, please visit our dedicated page to find out more about your options.
New customers - Recently applied for a mortgage?
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.
Loans OpenClose
Overdrafts OpenClose
Request up to £500 interest free and a lower interest rate
If you’re financially impacted by coronavirus and haven't already had the maximum of two 3 month interest free periods applied to your account, you will have until 31st January 2021 to request £500 interest free on your existing arranged overdraft (or up to your existing arranged overdraft limit if lower than £500) for a 3 month period.
We'll also reduce your interest rate on any borrowing above the interest free amount for the same period.
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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.
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.
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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 can review your levels of cover, your payment dates or organise a payment deferral.
Before requesting a payment deferral, please read the important information below to make sure you're fully aware of the impact on your insurance.
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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.
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.
Student and Graduate account - no account changes in 2020
If you have a Student account and are expecting to move to a Graduate account this year, due to current circumstances your account will no longer change in 2020. If you have a Graduate account and are due to move to the second year where your interest free overdraft buffer is reduced, this reduction will also not take place in 2020.
How to bank from home
To help you get started, here are some of the things you can do on the app or Online Banking.
App available to customers aged 11+ using compatible iOS or Android devices and a UK or international mobile number in specific countries. Digital Banking available to customers aged 11+ with a Royal Bank account. Payments available to customers aged 16+ and may require a card reader. When paying someone new on the app, there is a limit of 5 payments totalling £1,000 per day.
Digital Banking
Manage your money from your laptop or computer
Bank from home safely on a bigger screen using your laptop or personal computer.
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Video banking
Get face-to-face help from a Personal Banker
If you're unable to visit one of our Royal Bank branches, our video bankers may be able to help you.
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Supporting NHS and social care workers
We’re dedicated to you, while you’re dedicated to others
We know you’re working really hard and at all times of the day. We've set up a dedicated 24/7 telephone line thats just for you.
Help friends and family bank at home
Help others to get started with the mobile app
We've created five easy steps to support you to help others bank safely from home. Mobile criteria applies.
Get confident with Digital Lessons
We're here to help you bank from home
We're here to help you bank from home with face to face Digital Lessons. Learn how to use the mobile app and Digital Banking.
Support for customers over 60 and in extended isolation
Useful guides, details of our dedicated support line and information for those of us self-isolating for health or age related reasons.
Business support available
Is coronavirus affecting your business?
If you’re concerned with the financial impact of coronavirus on your business, we are here to help. Visit our coronavirus business support page to find practical advice, answers to common questions, and useful links to support such as government-backed business loans and capital repayment holidays.
Other ways we can help
Struggling financially
What to do if facing financial difficulty
Find out some of the options you have available with Royal Bank if you are worried about your finances.
Bereavement
What to do when someone dies
We know that losing someone is extremely difficult, we want to give you the support you need during this time.
Help for carers
Caring for someone vulnerable
Find out what to do if you are one of the 6.5 million people in the UK who provides unpaid care by looking after someone who is ill, older or disabled.
Banking for kids
Help teach kids about money at home
We want to help educate 5-18 year olds to build a better financial future for themselves and others. Take advantage of our free resources to help teach your children about money from the comfort of your home.
Managing your money
Tips on managing your finances
Helpful hints on budgeting, saving towards a particular goal, investing and understanding borrowing options.
Changes at work
Know your employment rights
For support with issues like redundancies, returning to work after a break and employment contracts, we’ve pulled together a useful guide to your working rights to help you.
Travel information
Travel plans and coronavirus
If you are concerned about planned travel arrangements and how coronavirus could impact them, it's best to contact the company you booked with in the first instance for further guidance.
For more information you can visit our travel guide page which has answers to frequently asked questions, help if your travel plans have changed and government travel advice.
Coronavirus scams
We want to keep you safe. Scammers are taking full advantage of the worry and uncertainty being caused by coronavirus. It could be easy to let your guard slip, but keeping your money safe and secure really is more important than ever.
With scammers looking to exploit every opportunity they can, you’re more likely than ever to be a target of their tricks. Don’t become a victim – by sharing the tactics scammers are using right now, we can help you keep you, your family, friends and those in your local community safe. For more information on how we can help keep you and your money safe and secure, please visit our security centre.
Financial abuse
Royal Bank and our specialist teams work in partnership with UK charity SafeLives, to protect and support customers who are victims of financial abuse.
If you're affected by financial abuse, we can offer support to help you regain control of your finances. The most important thing is that you talk to someone - there is always help available to you.
Frequently asked questions
Helpful information
Latest updates
Check how our services are running on our service status page.
You can view which of our branches are open and the latest opening times on our branch locator.
Independent support
Benefits calculator by turn2us.org.
A coronavirus support page from The Money Advice Service.
Details on emergency utility services from Step Change.
Latest coronavirus updates and advice from GOV.UK and the World Health Organization (WHO).
We hope we have helped
Hopefully you have found what you are looking for, if not, rest assured that we are doing all we can to provide the support you need during this challenging time. We will be making regular updates to this page over the coming days and weeks and endeavour to help get you through this.