Skip to content Go to accessibility help
We use cookies to keep our websites easy to use and relevant to our users’ requirements and to enable us to learn which advertisements bring users to our website. Select Accept below if you wish to proceed or How to change your cookies for instructions on how to manage your cookie settings. Find out more about our Cookie Policy.

Coronavirus (COVID-19)

How we can support you

We appreciate you might be worried about the impact of coronavirus on you or your business and want to reassure you that we’re here to help. Whether it’s enabling you to bank from home with our mobile app or internet banking, a payment holiday on your mortgage, or helping keep you safe from fraud, we’re here to help.

Supporting our customers and colleagues is our absolute priority and we're working hard to make sure we're here for you however the situation develops. If you’re in a vulnerable situation and would like to speak to us, please get in touch as soon as you can.

Our branches and phone lines remain open, however as more of our colleagues become personally affected by the coronavirus situation, we’ve had to make some changes to our branch and contact centre opening hours. Our priority is to protect our services for those customers that need us most so we ask that if your call or visit is not urgent, you leave the way clear for to us help them first. If you are venturing out, please ensure you follow Government Guidelines.

In the current situation, it’s never been more important to be able to bank from home so please make sure you’re registered for online banking and if you can, download our banking app.

We'll keep the information below updated as the situation changes. You can also follow us on social media for regular updates.

We're here to help

If you are worried about how coronavirus may affect you financially, get in touch.

Contact us


If you have any products with Virgin Money, you can find their contact details here.

Contact Virgin Money

Personal customers

If you've been affected by coronavirus (due to illness or self-isolation) and are worried about what this might mean for you financially, there are things we can do to help.

Please get in touch with us as soon as possible so we can discuss your individual circumstances and find ways in which we can support you. The sooner you contact us, the more we can do.

If you have a mortgage with us and are impacted by coronavirus we may be able to help with a mortgage payment holiday of up to three months. Take a look at the FAQs below for more information on who can claim and how to request this.

It's also worth remembering you can bank from home or on-the-go with internet banking and our mobile app - move money, check your balance or even pay in a cheque with just a photo.

For more information, check our personal banking FAQs.

Business customers

If you're worried about how coronavirus might affect you or your business, our team is on hand with practical advice and assistance for any contingency plans. We have a range of options available to support our customers through these challenging times, including support via the UK Government’s Coronavirus Business Interruption Loan Scheme (CBILS).

Remember, you can still do your day-to-day business banking online - move money, check balances and make payments to suppliers.

For more information, check our business banking FAQs.

We'll keep this page updated as the situation changes. You can also follow us on social media for regular updates.

Stay safe and secure

When things are uncertain and constantly changing, as they are now, it's more important than ever to take care of your personal information. Unfortunately criminals might try to take advantage of the situation to collect confidential information and commit fraud.

Watch out for unexpected text messages, emails or phone calls claiming to be from travel companies, airlines, financial institutions or even the NHS. Any message that requests personal information should be treated with suspicion, as genuine organisations are unlikely to do this.

If you’re unsure don’t hand over any personal details or click on links in texts and emails. If you do receive a suspicious message or phone call, don’t respond on the spot. Instead contact the company yourself using a number you can trust.

Here are a few more things to remember to keep yourself safe:

  • Don't assume a text, phone call or email from someone claiming to be your bank is genuine. If you're not sure contact our customer service team.
  • Never disclose security details (such as your PIN or full password) .
  • Don't move your money or make a payment to a 'safe account' that we've set up for you. We'll never ask you to do this.
  • Don't panic, and don't let yourself be pressured into action.

Personal banking FAQs

Would a UK outbreak affect how I manage my money and access my account(s)?

We offer a number of ways to manage your money, including our mobile app and internet banking. If any of those are affected, we’ll let you know. You can check our service status page to see how our services are running.

If anything changes, will you let me know?

Stores - If we need to close any of our stores temporarily, we’ll let you know on our website, social media or via email if we hold a valid email address for you.

Remember, you can manage your money using internet banking or our mobile app. They’re great alternatives if you’re unable to visit a branch or speak to us on the phone.

The Government has announced that Lenders will offer mortgage payment holidays for up to three months for those impacted by coronavirus. How can I arrange this for my mortgage?

If you are experiencing financial difficulties due to the current coronavirus situation, please complete this short form. We’ll take a look at your request and come back to you over the next week to confirm when your mortgage payment holiday will start. Our contact centres are extremely busy at the moment, so using this link to request a mortgage payment holiday is the fastest way for it to be put in place for you.

It’s important to remember that interest will continue to be charged during your payment holiday. At the end of the payment holiday period, we will work together to agree the best way for you to repay any additional interest incurred and to make up any payments that have been deferred. We’ll discuss the most appropriate solution for your circumstances which could include increasing payments over the remaining term or extending the overall term of your mortgage.

We will ensure that the payment holiday does not negatively impact your credit file.

What are my mortgage payment options if I need to take time off work due to coronavirus?

If you are experiencing financial difficulties due to the current coronavirus situation you can request a mortgage payment holiday of up to three months. Please complete this short form, we’ll take a look at your request and come back to you over the next week to confirm when your mortgage payment holiday will start.

Our contact centres are extremely busy at the moment, so using this link to request a mortgage payment holiday is the fastest way for it to be put in place for you.

It’s important to remember that interest will continue to be charged during your payment holiday. At the end of the payment holiday period, we will work together to agree the best way for you to repay any additional interest incurred and to make up any payments that have been deferred. We’ll discuss the most appropriate solution for your circumstances which could include increasing payments over the remaining term or extending the overall term of your mortgage.

We will ensure that the payment holiday does not negatively impact your credit file.

I have a mortgage application with Yorkshire Bank and I’m worried that the property will not be able to be valued due to the current coronavirus travel restrictions.

Following the updated Government guidance to “stay at home,” all surveyors that carry out home valuations for lenders have now stopped all physical valuations. Any customers who have a home valuation booked will be contacted by the valuer and updated on the current position.

Where possible we will use alternative ways to value a property, such as desktop surveys and Automated Valuation Models – a computer estimate based on previous sales prices and property value indices. However, this will not be available in all cases. Where we can’t value a property, we will put the case on-hold for up to 14 days and contact you to see if you want to continue or cancel the application.

If you would like to cancel an application because of concerns about the ability to purchase or remortgage a property at this time, any unused valuation or product fees already paid will be refunded.

What if I’m struggling to make a repayment?

We appreciate that as a result of coronavirus, you may have some unexpected worries about your finances. Supporting our customers is our absolute priority and we want to help. So if you have any worries about your finances as a result of coronavirus or any other circumstances, please contact us and we can talk through your personal situation and consider how best to help. From budgeting to payment holidays, we’ll work through the right option for you. The sooner you contact us, the sooner we can provide you with the right support.

What if I need to access my fixed deposits?

We appreciate that as a result of coronavirus, you may have some unexpected worries about your finances. Supporting our customers is our absolute priority and we want to help. So if you have any worries about your finances as a result of coronavirus or any other circumstances, please contact us and we can talk through your personal situation and consider how best to help. The sooner you contact us, the sooner we can provide you with the right support.

I’m approaching the credit limit on my credit card?

We appreciate that as a result of coronavirus, you may have some unexpected worries about your finances. Supporting our customers is our absolute priority and we want to help. So if you have any worries about your finances as a result of coronavirus or any other circumstances, please contact us and we can talk through your personal situation and consider how best to help. Options could include extending your credit facility and freezing interest payments, we’ll work through the right option for you. Also remember that you can request an additional credit facility via the Virgin Money Credit Card Online service. This service is available to Virgin Money customers only. The sooner you contact us, the sooner we can provide you with the right support.

I’m currently stuck in a foreign country impacted by Coronavirus

We appreciate that as a result of coronavirus, you may have some unexpected worries about your finances. Supporting our customers is our absolute priority and we want to help. So if you have any worries about your finances as a result of coronavirus or any other circumstances, please contact us on the phone number on the back of your card and we can talk through your personal situation and consider how best to help, we’re here 24/7. Options could include extending your credit facility and freezing interest payments, we’ll work through the right option for you. Also remember that you can request an additional credit facility via the Virgin Money Credit Card Online service. This service is available to Virgin Money customers only.. The sooner you contact us, the sooner we can provide you with the right support.

I have a trip planned - where can I find information on whether I should travel?

You can see which areas are affected on the Government's website. They also have more specific medical advice.

I am currently abroad. The FCO are now strongly advising that I return home from my trip while commercial routes are still available. Is the cost of cutting short my trip covered on my insurance?

In the first instance please approach ATOL protected tour operator or travel provider as they may be able to change your booking if you cannot return home on the original date scheduled. Unfortunately, your travel insurance policy does not cover trip rearrangement.

However, if you are seriously unwell with the Coronavirus or any other illness, as per the terms and conditions, your policy provides cover for medical expenses and trip curtailment. We will ask for proof of illness from a medical practitioner. Each claim will be considered based on its individual facts and circumstances surrounding the events.

Further advice can be found at the FCO website.

I have booked a trip for the near future. Will I be able to cancel my trip and be reimbursed?

If the reason for cancelling your trip is because the Foreign and Commonwealth Office (FCO) is advising against all but essential travel to your destination, you will be covered for cancellation for trips booked before the FCO advice was issued on 11th March 2020.

AIG will cover non-refundable costs incurred provided that you are unable to either change your booking or get a refund from your tour operator, accommodation provider, airline, travel agent or other travel provider.

Each claim will be considered based on its individual facts and circumstances surrounding the events.

I am travelling to a destination where the FCO have advised against all but essential travel. Will my travel insurance policy cover me for this?

AIG will cover the cost of cancellations provided that the FCO advised against all but essential travel after you booked your trip. Where eligible, AIG will cover non-refundable costs you incur if you are unable to either change your booking or get a refund from your tour operator, accommodation provider, airline, travel agent or other travel provider.

My trip does not start until May 2020. I am due to travel to a country where the FCO is currently advising against all but essential travel. I’m worried about travelling there and would like to cancel now. Will my travel insurance policy cover me for this?

The FCO is currently advising against all but essential worldwide travel up until 17 April 2020. Your travel insurance will cover your trip cancellation costs (that you are unable to get refunded from your travel operator), if the FCO is still advising against all but essential travel to your destination on the date of your departure and you booked your trip prior to this advice.

Trip cancellation for concern or fear of travel is not covered.

I have booked a package holiday and wish to cancel. What are my entitlements with my travel insurance?

In the first instance please approach your ATOL protected tour operator or travel provider as they may be able to change your booking or arrange a refund.

If you are considering cancelling your trip you are encouraged to file a claim. Unfortunately if you have booked a trip after the 11 March or the date the FCO advised against all but essential travel to your destination, then your claim will not be covered, if it is related to the Coronavirus.

Each claim will be considered based on its individual facts and circumstances surrounding the events.

What if I get stuck overseas due to travel restrictions and cannot return home when intended? Will I be covered for accommodation and itinerary changes beyond the end date of my trip and until I am able return to the UK?

You should approach your travel provider or tour operator in the first instance as they may be able to change or extend your booking if you cannot return home as scheduled. Please note that trip rearrangement is not covered by the policy.

Am I covered if I contract Coronavirus?

Trips cancelled as a result of a serious illness (including coronavirus) to you, a relative or , close business associate, person you had booked to travel with or a relative or friend living abroad who you had planned to stay with, are covered. We will ask for proof of illness from a medical practitioner at the time of departure.

Your policy also provides cover for medical expenses and trip curtailment for insured travellers who become seriously ill – including with coronavirus - while on a trip. We will ask for proof of illness from a medical practitioner. Each claim will be considered based on its individual facts and circumstances surrounding the events.

You can contact the insurer, AIG, in the normal way if you need to make a claim.

For our travel insurance customers with any enquiries, please contact the customer services team on +44(0) 345 605 0057.

For our Signature account customers with any enquiries, please contact the customer services team on +44(0) 345 602 2369.

For our Private account customers with any enquiries, please contact the customers services team on +44(0) 330 123 3129.

Phone lines are open Monday to Friday between 8am and 8pm and on Saturdays and Bank Holidays between 9am and 5pm. Or if you prefer, email yorkshirebanktravel@aig.com

Where can I find the latest medical information about coronavirus?

You can find the latest advice from the NHS here and advice from the World Health Organisation (WHO) here.

Business banking FAQs


Lending

I’ve heard the Government has announced a £1bn fund to help businesses so how can this help my business?

This is the Coronavirus Business Interruption Loan Scheme (CBILS). We are participating in this scheme – our customers can find out more and apply here.

What should I do if I am concerned about my business’ longer term cashflow as a result of coronavirus?

We recognise that cashflow may be disrupted and that working capital cycles will look very different this year. We are committed to providing prompt and appropriate assistance, and can work with you to identify the best structure for any additional borrowing. We will continue to view funding requests favourably and can consider a range of options to help our business customers.

What support is available if I am struggling to pay my loan?

If you have any worries about business lending as a result of Coronavirus or any other circumstances, please contact us and we can talk through your situation and consider how best to help. There are a number of options to consider and the sooner you contact us, the sooner we can provide you with the right support including overdraft and capital repayment holidays.

Is there any other Government Support Available?

A range of government support is available to businesses. You can find out more on their website.

Can I apply for a government backed loan if I'm not a customer?

In the first instance, we recommend that you speak to your existing bank about how they can support you with the Coronavirus Business Interruption Loan Scheme (CBILS).


General

What should I do if I am concerned about the performance of my business as a result of Coronavirus?

There are a variety of ways that we can support you including helping with overdraft facilities, loans, capital repayment holidays or an interest only period depending on your business. We would urge you to speak with your Relationship Manager or call 0800 756 0800 to discuss how we can help. We will continue to view funding requests favourably and can consider a range of options to help our business customers subject to individual circumstances.

How can you help my business prepare for the impacts of Coronavirus?

You still have a number of ways to manage your money, including our mobile app and Business Internet Banking. You will find full details including how to register & how the service can fully manage your business finance . If any of the systems are affected, we’ll let you know. You can check our service status page to see how our services are running

Will I be able to access my local branch to support my business as usual?

Our stores and lounges remain open and its business as usual for now. However, we're monitoring the situation closely and we'll update you if that changes. Supporting our customers and colleagues is our absolute priority and we're working hard to make sure we're here to help however the situation develops.

How can I protect my business from fraudsters throughout the Coronavirus situation?

Fraudsters are exploiting this situation to attempt a variety of scams and cybercrime. With remote working increasingly common, remind your employees about maintaining security as they would in work and of what they should do to minimise risks of fraud and cybercrime. It’s important that we all stay alert to suspicious emails, calls or texts. More information on fraud.

Where can I find the latest medical information about coronavirus?

You can find the latest advice from the NHS here and advice from the World Health Organisation (WHO) here.


Deposits

How do I know my business deposits are secure with Clydesdale Bank, Yorkshire Bank and Virgin Money?

Your eligible deposits are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK’s deposit guarantee scheme. This limit is applied to the total of any deposits you have with Clydesdale Bank, Yorkshire Bank and Virgin Money.

What if I need to access my fixed deposits?

If there has been significant impact on your business as a result of Coronavirus, please contact us and we’ll see what we can do to help. You’ll need to be able to provide us with some detailed information so we can understand how your business has been affected and make the right decision. We will consider this information as quickly as we can and discuss the options. Please keep in mind that any early closure of a fixed term deposit will only be supported in exceptional circumstances.


RBS Business Banking Switching Scheme

I am moving my banking from RBS as part of the Business Banking Switch, will this move be affected?

No, we have a dedicated team helping customers make the switch. If you need additional facilities on top of what RBS have in place, then please speak to your Relationship Manager as we’d be happy to help.

Useful links