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Support for customers over 70 and in extended isolation

Helping you access and manage your money

Coronavirus – We’re here to support you

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

Get confident with Digital Lessons

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

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.

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

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 repayment 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

Request up to £500 interest free and a lower interest rate

If you’re financially impacted by coronavirus, you will have until 31st October 2020 to request £500 interest free on your existing arranged overdraft (or up to your existing arranged overdraft limit if lower than £500) for a 3 month period. We'll also reduce your interest rate on any borrowing above the interest free amount for the same period.

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.

What will happen when my card payment break comes to an end?

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

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 NatWest 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 NatWest 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.

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?