Coronavirus (COVID-19)

We know you might be worried about the impact of Coronavirus on both you and your finances so we wanted to share what we’re doing.

The health and safety of our customers and staff is our top priority. We’re constantly monitoring the latest developments in relation to COVID-19 and acting on official Government advice to keep you, our customers, and our staff safe. Our Senior Leadership Team meet daily to ensure we’re responding to the latest developments. 

Dealing with financial difficulties

If you are experiencing financial difficulties, please see the useful tools below for support.


We have implemented social distancing guidelines for the safety of both staff and customers. To help keep our branches a safe place for our customers and staff please do not visit if you are feeling unwell. You can contact us via telephone or email and we will do our best to help you that way.

From Thursday 5 November we will be undertaking essential transactions only. In addition we will only allow 2 people at a time into each branch.

Did you know, passbook updates and cheque deposits can be done through the post? Simply post your cheque and passbook to us accompanied by your request and we'll return it to you.

Mortgage customers

During these challenging times we understand you may be experiencing financial pressures.

The Society will support individuals experiencing difficulty with a maximum 6 months payment deferral which will not affect your credit rating but give you some breathing space.

Please note: if you have already had a payment deferral of 6 months, then you not be eligible for a further payment deferral. If you need additional support after this then we will need to discuss alternative forbearance.

If you wish to request a payment deferral or request alternative forbearance then please complete the below form and send to us at

Our Bereavement Process

We understand that the loss of a loved one can be a distressing time and managing finances may not be the first thing you consider. When you are ready to discuss your loved one’s accounts we are here to help and make the process as easy as possible for you.

Please, click here to download our bereavement guide or call us on 0121 557 2551 to speak to a member of the team.

Our Financial Services Partners

Our partnerships with Wren Sterling and Accord Legal Services are still running as normal. If you are looking for advice on your investment choices, or wish to set up a financial or health lasting power of attorney, our partners can help. Click here for more information.

Scam calls, texts and emails

There has been an increase in scams with people using the Coronavirus as a way to target individuals. Please, be extra vigilant about any messages or calls you receive from financial services organisations.

To be clear, we will never:

  • Encourage you to move money from your own account into a different “safe” account 
  • Telephone you asking for your bank details or PIN numbers
  • Email you asking you to click a link or log in
  • Charge upfront fees for payment holidays
  • Demand immediate payment for arrears via email or over the phone

If you have any concerns, or are unsure of any communications received from us, please do contact us on 0121 557 2551.

Keeping you informed 

This page was last updated on 4 November 2020. If Government advice changes, we'll update this page again.