We're here to support you during coronavirus

If you know your finances are unlikely to improve and you are worried about the long-term impact of coronavirus, it's important that you get in touch with us to discuss your options. Visit our dedicated struggling financially page for more information. 

There are a number of options available to you if you don't think you can afford your new monthly mortgage payments. 

Please note if you don't take any action, your new payments will resume on your regular payment date.

Additional support

Please do not submit a request unless your current offer is going to expire in the next 30 days.

You may be required to provide up to date information on your current financial circumstances and a credit check will be undertaken, this will not have any negative impact towards your credit rating.

Where we can approve your request to extend the offer by up to 1 month, we will email you to confirm your extension within 10 days of receiving this request. If we need any further information to help us process your application we will contact you within the next 7 days.

By requesting an extension to your mortgage offer you are acting on behalf of all parties named on the mortgage.

Extend your mortgage offer

1. Log into our mobile app
2. Tap 'Help' at the bottom of the screen
3. Tap 'Message us'
4. Quote “Coronavirus” in your message

Your repayments will still accrue and you’ll need to repay the deferred repayments, including interest, within an agreed timescale after the deferment period. As interest does continue to be charged, this means that you could end up paying a higher amount overall than before the deferment period.

If you require additional support, please visit our dedicated loan support page.

How to apply for a loan repayment break extension

1. Log into our mobile app

2. Tap 'Help' at the bottom of the screen

3. Tap 'Message us'

4. Quote 'payment holiday ending’ in your message

Find out how to get the app

If you requested the interest free amount, we also reduced your overdraft interest rate that you’ll pay for any borrowing above your interest free amount for the same period.

Compare your contractual and temporary reduced rate.

Please note, this isn’t a change to your overdraft terms.

It’s important to remember that after the period ends, we’ll start to charge interest at your contractual rate on the full overdrawn balance.

Please visit our dedicated overdraft support page where you can access this support.

If you’ve tried to contact the company and still need our support you can raise a dispute with the company using our online form.

Dispute a credit card transaction

If you require additional support, please visit our dedicated page.

• A payment deferral allows you to stop paying your insurance payments for an agreed period of time and if agreed, it won’t have any negative impact on your credit rating
• When your monthly payments start again after the deferral, the amount that has been "missed" will be spread over your remaining instalments
• We will not charge any additional interest to you so the total amount you pay will not increase as a result 
• Payment deferrals should only be used when absolutely necessary, the remaining cost of your insurance policy will still be due, but will be paid for over a shorter period 

Agreed payment deferrals will not have a negative impact on your credit score, but if you fail to make the payments after the agreed deferral period it could negatively impact your credit score and could impact your ability to secure credit for a policy in the future (if applicable).

What should I do next?

If you're struggling financially then please call us and we’ll see what we can do to help. Please don’t cancel any payments or direct debits through your bank as this can affect your policy with us and may have a negative impact on your credit rating.  

RBS Insurance Team

For Home Insurance call: 0345 246 0452 

(Relay UK: 18001 0345 246 0452)

For Car Insurance call: 0345 246 0453

(Relay UK: 18001 0345 246 0453)

For Premier (Home, Car or Pet) Insurance call: 0345 246 2109

(Relay UK: 0345 246 2109)

Home, Renters, Car and Premier (Home, Car or Pet) Insurance is underwritten by U K Insurance Limited

To request to increase your Debit Card cash withdrawal limit please visit our FAQ.

Request to amend your cash withdrawal limit

We've created a simple online form to make raising a dispute online as smooth as possible.

Here's what we'll need:

• The retailer name
• The transaction amount and the date
• Your account details

Dispute a Debit Card Transaction

To close your fixed term savings account, you can call us on 03457 24 24 24 (Relay UK: 18001 03457 24 24 24).

You can also close your fixed term savings account through Digital Banking or your mobile app:

Digital Banking

• Log into your Digital Banking account
• Start a chat with Cora by clicking on the "Need help" icon, then "chat now"
• Type the following to start your account closure: "I want to close my fixed rate savings account"

Mobile app

• In your app tap on the "Help" button
• Tap "Message us" to start a secure chat
• Type the following to start your account closure:  "I want to close my fixed rate savings account"

Instead we will make these changes to your Student or Graduate account in the second half of next year. We’ll write to you closer to the time with more information. This means you can carry on using the current benefits of your Student or Graduate account. 

If we wrote to you in October 2019 about moving your Student or Graduate account to a Select account, this move will not take place until 2021 and again we will write to you closer to the time.

Please note, this isn’t a change to your account terms & conditions.