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Coronavirus (COVID-19)

Royal Bank is here
to support you

Last updated: 3rd July 2020, 1700

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.

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

Financial support available to you

Mortgages

Existing customers - Your first payment holiday

If your income is temporarily affected by coronavirus we could offer you a mortgage payment holiday of up to 3 months.

Existing customers - End of payment holiday

Before your first payment holiday ends we'll get in touch with more information about the next steps. If 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.

Loan payment breaks

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 break which won’t impact your credit score.

What will happen when my loan repayment break comes to an end?

When your repayment break comes to an end we'll get in touch to let you know what you need to do.

Overdrafts

Postponing the introduction of our increased overdraft interest rate

Until 7 August 2020, our personal banking customers will pay less as we're keeping overdraft interest at current rates. There also won't be any fees or charges.

Request up to £500 interest free on your overdraft

If you’re financially impacted by coronavirus, you will have until 31 October to request £500 interest free on your existing arranged overdraft (or up to your existing limit if lower than £500).

Credit cards

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.

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.

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.

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.

Criteria applies.

Digital Banking

Manage your money from your laptop or computer

Bank from home safely on a bigger screen using your laptop or personal computer.

Criteria applies.

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.

Criteria applies.

Supporting our NHS 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 70 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).

Renters and landlords support from gov.scot.

Coronavirus appeal

Help us raise £10m towards the National Emergencies Trust's Coronavirus Appeal

So far, you’ve dug deep and helped us raise a huge amount of money for the National Emergencies Trust’s Coronavirus Appeal, to help people in the UK cope with this pandemic. And whatever you donate, we’ll double it, up to 19th July or until £5m of donations has been reached. Terms apply. 

We’re still short of our £10m target, so please give what you can and together we’ll make a difference. #RoyalBankDonationDoubler

Donate cash

Donate Rewards

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.

Something else we can help you with?