Coronavirus – We’re here to support you

As you support Britain during coronavirus

We are here to support our NHS workers

We're here to support you

Thank you for supporting the UK's critical healthcare services. We understand that these are uncertain times, and many of you may be worried about finding time to manage your finances.

This page is here to help you bank from home, contact us when you need to and understand what financial help is available for you.

Customer support line

We have set up an emergency customer care line to help our customers who work for the NHS. It is managed by a dedicated team of Customer Care experts and is open 24 hours a day, 7 days a week. 

  • Call us on: 0800 0462 418
  • Relay UK: 18001 0800 0462 418

Our team of experts are ready to help with emergency banking support:

  • advice on taking mortgage or loan repayment holidays
  • accessing fixed term savings account funds without penalty
  • setting up Online and Mobile Banking

This dedicated line has been set up so NHS workers can get through to us quickly when they really need us.

Please don't call this number if you're not in the NHS - we're ready to help you through secure online messaging or social media.

Wait times on the phone, web chat and social media messaging may be longer than usual. Please bear with us,  we're doing our very best to get to you as soon as we can.

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.

Get the mobile app

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

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. When accessing from an iPhone, tap the download icon that appears beside the web address at the top of the screen to open the guide.

Log in to Online Banking

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

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.

What financial help is available?

We have put a range of measures in place to help support you if you're experiencing financial difficulties as a result of the outbreak:

  1. 01

    Payment holidays for up to 3 months to support with the impact of coronavirus on NatWest Mortgages. You can find more information on applying for a payment holiday on our managing your mortgage page.

  2. 02

    Payment deferrals of up to 3 months to support with the impact of coronavirus on NatWest Loans.

    • Log into our mobile app, simply tap 'Help' at the bottom of the screen followed by 'Message us' and quote 'coronavirus loan' in your message. 

    Find out how to get the app

  3. 03

    You can apply to increase your credit card limit.

  4. 04

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

  5. 05

    Early closure of NatWest fixed savings accounts to access cash with no early closure charge. To close your fixed term savings account, you can call us on 03457 888 444 (Relay UK: 18001 03457 888 444).

  6. 06

    You can request an increase in your NatWest Debit Card cash withdrawal limit of up to £500 to help you access your money. To do this, you can call us on 03457 888 444 (Relay UK: 18001 03457 888 444).

  7. 07

    From Monday 30th March, for three months, 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. To find out more, please see our overdrafts page.

  8. 08

    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.

  9. 09

    The limit for contactless spending with your debit or 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.

    Find out more about contactless limits here

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.