Coronavirus (COVID-19)

As restrictions ease, we know you may still 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 continues to be 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.

Dealing with financial difficulties

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


All of our branches have returned to their normal opening hours. Whilst it is no longer compulsory, we continue to implement several measures to help keep our branches a safe place for our customers and staff including:

  • Social distancing guidelines
  • Face coverings must be worn at all times
  • Please do not visit if you are feeling unwell.

Please note, these measures will remain in place until 16 August 2021.

 Alternative ways we can help…

You can contact us by telephone or email and we will do our best to help you that way.
To see your account balance, transaction history and interest rates please download our Mobile App.

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 will return it to you.

New accounts can be opened via our App or through the post.

Mortgage customers

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

As of 1 April 2021, we can no longer accept new applications for mortgage payment deferrals. If you need support with your mortgage then we will need to discuss alternative forbearance.

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

Stamp Duty Incentive

The Stamp Duty incentive has been tapered, meaning that you now have until 30 September 2021 to complete your purchase of a property up to the value of £250,000 without paying Stamp Duty. The nil rate band will return to £125,000 on 1 October 2021. 

Please note, if your application does not complete by this deadline, you will be liable to pay any Stamp Duty related on this process.

In order to meet this deadline, we recommend you instruct your conveyancer at the earliest opportunity. However, it is important to note that any cost incurred for starting the legal process early will need to be covered by you if the application does not progress. 

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 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 15 July 2021. If Government advice changes, we'll update this page again.