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As you support Britain during coronavirus

We are here to support our NHS workers

Coronavirus – We’re here to support you

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.

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.

How to contact us

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.

Do your banking from home

Get the mobile app

The app lets you view your account balances or transactions, transfers money and manage your bills. It's also available for tablets.

Find out more on what you can do by visiting our App feature page or our Video Hub.

Use Online Banking

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

Our Online Banking page helps you find out more about what you can do.

Video Banking

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

We are here to help discuss your finances and help you bank from home.

Sending money, getting cash and paying by card

Sending money

Send money using a mobile number

Need to send money to family or friends? 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.

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.

Paying by card

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.

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?