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Coronavirus – We’re here to support you

Support for customers over 70 and in extended isolation

Helping you access and manage your money

We're here to support you

We understand that these are uncertain times, and many of you may be worried. We want to assure you that looking after our customers and colleagues is our number one priority.

If you’re concerned about being affected financially or being unable to get to the bank due to coronavirus (COVID-19), this page is here to help.

How to do your banking from home

During this time we want to make it as easy as possible for you to manage and look after your money.

That's why we have made it easy to start using our mobile app and Online Banking, or you can chat with one of our bankers face to face with Video Banking.

Set up mobile banking

Our mobile app lets you view your account balances or transactions, move money between accounts, pay other people and manage your bills. It's also available for tablets.

 

To watch more helpful videos on getting started and using the app, our Video Hub is here to help.

Want a hand with the mobile app?

Our mobile app user guide provides clear, step by step instructions on how to bank using your mobile phone or tablet. Click the link below to read about how to get the app, and start banking with it.

Set up Online Banking

Use a bigger screen to check your balances or transactions, search through your statements and move money between your accounts.

To watch more helpful videos on getting started and using Online Banking, our Video Hub is here to help.

We are here to help you bank from home

Chat with a video banker

Instead of coming into a branch, you can use your phone, tablet or computer to have a video chat with one of our bankers.

Get confident with Digital Lessons

Get help with Online Banking and the mobile app by signing up to one of our Digital Lessons

Sending money, getting cash and go contactless

Sending money

Send money using a mobile number

Need to send money to family or a helpful neighbor? With Paym, you can send money using our app and their mobile number, no sort code or account number required.

Pay someone you haven't paid before

First time paying someone? Send up to £1,000 using your app without a card reader, or log into Online Banking to pay more.

Send money abroad

Send money quickly, securely and safely to support your loved ones in other countries.

Getting cash

Use the app to get cash without a card

Our Get Cash service in the app allows you, or someone you trust, to withdraw up to £130 from NatWest or Royal Bank of Scotland branded ATMs, including those at Tesco.

Our new Companion Card

Our Companion Card can be given to trusted helpers as a secure, quick and easy way to pay for essential shopping.

Other ways to get cash

We have a number of options to help you access cash, but please stay safe and follow social distancing guidelines.

Go contactless

Apple Pay and Google Pay

Make contactless and secure payments from your Apple or Android devices, no need for a physical card.

"Tap and go" with contactless card payments

If you have to pay for things in stores, use your contactless card to pay for purchases up to £45.

Tips to stay safe when shopping online

Here you can find some useful tips on how to shop online safely.

How to contact us

We have a dedicated support line set up for customers who are over 70 or are in a period of extended isolation.

It's managed by a dedicated team of Customer Care experts and is open from 8am – 8pm, 7 days a week.

  • Call us on: 0800 051 4176
  • Relay UK: 18001 0800 051 4176

Our Customer Care experts will also be able to help guide you through how to register for our online and mobile banking services if you need support.

Financial support available to you

Mortgages

Mortgage payment holidays

Payment holidays for up to 3 months to support with the impact of coronavirus on your mortgage.

Mortgage offer extension

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 repayment deferrals

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 deferral which won’t impact your credit score.

Overdrafts

No change in overdraft interest rates

From Monday 30th March until 14th July, all of our Personal Banking customers using their overdraft will pay less as we’re keeping overdraft interest at their current rates and they won’t pay any fees or charges.

You can request £500 interest free on your existing arranged overdraft

You can request £500 interest free on your existing arranged overdraft, or up to your existing arranged overdraft limit if it is lower than £500. This is a temporary measure and will be interest free from application date for three months. Please remember that after the three months ends, we will start to charge interest on the full balance.

Credit cards

Removal of credit card late payment fee

We won’t charge a late fee for any credit card payments due from 1st April until 30th June 2020. You don’t need to get in touch, we will do this automatically. You should still try to make at least your minimum monthly payment on time to avoid affecting your ability to get credit in the future.

Refund of credit card cash advance fees

Refunds on request for NatWest credit card cash advance fees, where you've needed to access cash in an emergency.

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.

You can apply to increase your credit card limit

If you want to apply to increase your credit card limit, we've included step by step instructions below.

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.

Savings

Removal of fixed savings early closure charge

Early closure of NatWest fixed savings accounts to access cash with no early closure charge.

Bank accounts

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 NatWest Debit Card cash withdrawal limit of up to £500 to help you access your money.

Be aware of scammers

Be aware of emails promoting fake cures

Be alert to suspicious phone calls, texts or emails about coronavirus from anyone claiming to be from the bank or other trusted organisations. We’ll never ask you for your full PIN, password, card reader codes, one time passcodes or to move money from your account.

Watch out for impersonation scams

Be vigilant if anyone you don’t know comes to your door pretending to be from the NHS, WHO or another organisation offering products or services relating to coronavirus. Don’t hand over money or personal details.

Tax refunds linked to Coronavirus

The HMRC will not contact you by email to discuss tax refunds, so never click or respond. Never download attachments from emails you have received out of the blue.

Talk to us if you are unsure something's genuine

If anyone gets in touch unexpectedly and asks you for information, please hang up or do not reply. Get in touch directly using the number on the back of your card, or a number you trust. If possible, call us from a different phone or mobile.

Can we help with anything else?