Our commitment to you
Last updated 8th April 2020
Frequently asked questions
If you have any questions about how coronavirus affects the service you receive from us as a customer, we can help.
We’ve provided answers to a number of frequently asked questions on our FAQ pages. We've created one for existing customers and one for new customers, to help you find out what you need to know.
We’ll be updating these pages regularly, and if you’d like to get in touch with us directly you can still contact us in the usual ways.
We understand that the spread of coronavirus will be causing many of our customers some anxiety. Naturally, your primary focus will be on the health and welfare of yourselves and those close to you, but we are aware that you may have a few questions about whether the situation will affect your finances. So we’d like to reassure you that we’re here and ready to answer any questions you might have about the products and services we offer you.
The commitment to our customers and the welfare of our colleagues are our twin priorities. To meet this commitment we’ve been working very hard to make sure we have contingency plans in place to allow our colleagues to continue to help you as and when the situation changes. We have ensured the majority of our colleagues will have the equipment they need to work from home to support you. And we’ve tested the IT infrastructure they’ll be using.
By helping our colleagues stay safe and well by enabling them to work from home our plan has been developed to reduce the likelihood of them falling ill. Our objective is to support you, our customers, in the event that the government decides to restrict travel or access to workplaces further.
We remain fully open to support you and it’s very much business as usual for now. As you will know this is a fast-moving situation and we are actively listening to government guidance and have a dedicated team tracking, anticipating and responding to the impact Coronavirus is having in the UK.
It may be that in the future we have to prioritise some core services and delay less essential activity. We’ll keep this web page updated if there is any change to our services, so please do check back from time to time. In the meantime if you are concerned and want to contact us please do.
These are uncertain times for everyone but please be assured we are preparing for it as fully as we can.