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Frequently asked questions

Coronavirus support for 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.

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.

*Call charges may vary. For your protection calls may be monitored and recorded.

General enquiries

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.

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.

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.

I’m self-isolating and need to get cash out. How can I do this safely?

Those who are self-isolating now have access to take out cash through your local Post Office or Travelex. The new temporary service during Covid 19 lockdown includes an arrangement which will allow a trusted third party to collect money on your behalf from your local Post Office and we can even arrange to have cash delivered to your home through our travel money service should you have no alternatives.

Please contact us to discuss if you want to access this service and the team will discuss the terms with you. As this is a temporary service during Covid 19 we will review it’s availability and can discuss alternative options if this option is removed.

Yorkshire Bank Contact Centre, Monday to Friday 8am - 6pm, 0800 085 4016.

Credit Cards

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.

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've had a letter saying my payment holiday is due to end, what happens now?

We're glad we were able to help you with a payment holiday. We now need you to complete our online form to let us know if you can start making at least your minimum payment again.

At the end of the payment holiday, you’ll need to make at least your minimum payment - this will be shown on your statement. But if the information you provide in the online form changes anything, we’ll be in touch. That's why it's important to tell us if you can't make future payments as soon as possible. It'll help us review your situation and understand how we can support you.

You won’t be charged any default fees for one month after your payment holiday ends. But please be aware that any late or missed payments could affect your credit file. We’ll still charge fees for other things like balance transfers, money transfers and any annual card fee.

How will I know my payment holiday is coming to an end?

We'll write to you around four weeks before your payment holiday ends to confirm when your next payment is due.

I’m worried about not being able to make my minimum payment or going over my limit and being charged fees, what should I do?

If you're worried you can't make payments, please complete our online form. This is the best way to let us know if you need any further help.

You won’t be charged any default fees for one month after your payment holiday ends. But please be aware that any late or missed payments could affect your credit file. We’ll still charge fees for other things like balance transfers, money transfers and any annual card fee.

My payment holiday is coming to an end and I can't make my minimum payment, can I extend my payment holiday?

Please complete our online form - this is the best way to let us know if you need any further help.

I recently had a payment holiday and my minimum payment seems higher, why is this?

The way we calculate your minimum payment will be the same as it was before your payment holiday, unless you’ve agreed to increase your minimum payments to pay off your balance quicker.

Your new minimum payments may seem higher because you’ve been charged interest - which has been added to your balance - or you’ve continued to spend on your card.

Savings

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.

Can I get a Statement of Credit Interest for my account?

Yes, you can request a Statement of Credit Interest for the most recent tax year online.

You’ll need to contact us to request a Statement of Credit Interest for an earlier tax year.

Bank of England base rate changes

I have a base rate tracker savings account with Yorkshire Bank- when will my interest rate change?

If you hold any product that states in its Terms & Conditions that its interest rates are linked to base rate, then the interest rates will have been reduced on the business day after the Bank of England change. The reductions that took place were by 0.50% on 12th March and a further 0.15% on 20th March 2020.

The Base Rate Tracker products impacted by these changes were;

  • Headstart,
  • Current Account Tracker
  • Private Current Account
  • Private Savings Account
  • Academy
  • Business Choice Charity.
  • Regular Home Saver,

These new rates were advertised in local and national press and will show on the next statement after the change.

I have a variable savings account with Yorkshire Bank – is my interest rate going down because of the base rate change?

Following the Bank of England base rate changes on the 11th and 19th March, we are lowering the interest rate on some of our variable rate savings accounts. We love to give our savers good value and are confident these new rates do exactly that in the current market.

  • Existing variable rate account customers will get two months’ notice of their rate reduction, with a reminder sent 14 days before the rate goes down.
  • New variable rate account customers will be advised at the point of sale of both the current rate and the future rate.

If your rate is reducing, your letter or email will show your new rate and the date it kicks in.

I have a fixed rate savings account with Yorkshire Bank. Will my rate change?

No - your savings rate is fixed for all of the term. This is usually one, two, three or five years. Any new rates will be advised to you when you receive your maturity information.

I have a Virgin Money Current Account or Current Account Direct with you – is my interest rate going down as a result of the base rate change?

Following the Bank of England base rate changes on the 11th and 19th March, some current account products will be subject to a rate change. We love to offer good value for our customers and we’re confident these new rates do exactly that in the current market.

In line with your account terms, if we decrease the rate on your Current Account Direct or Virgin Money Current Account or its linked savings account, you’ll get two months’ notice of the rate reduction. For the linked savings account, we’ll also send you a reminder no more than 14 days before it starts.

If your rate is changing, your letter or email will show your new one and the date it kicks in.

Is Yorkshire Bank passing on the Bank of England base rate reduction in full?

This is an unprecedented situation, with two Bank of England base rate changes very close together. Because of this, we’re lowering the interest rate on a number of our variable rate savings accounts. This change reflects both base rate reductions at the same time. The amount the rate is reduced by differs between accounts so that we continue to offer good value in the market. We’ve also made sure that all affected accounts are paying more than base rate. If your rate is changing, we’ll let you know the new one and the date it starts.

The Bank of England reduced its rates twice during March. Does this rate reduction cover both of the base rate changes or should I expect another letter in a few weeks’ time?

Due to the Bank of England changing rates twice in quick succession, we’ve taken both changes into account when deciding on the new variable rates. The letter you’re getting now covers both rate reductions. We don’t have any plans to reduce rates again at the moment.

As always, we’ll continue to look at the market to make sure your savings account offers good value. And we’ll always tell you about any more changes with the right amount of notice.

Will you write to me to confirm my new interest rate?

Yes – we’re contacting every customer that is affected by this rate change. If we hold a valid email address for you, we will endeavour to advise you by email. If this is not possible or you have not provided us with an email, you will be sent a letter.

  • Existing variable rate account customers will get two months’ notice of their rate reduction, with a reminder sent 14 days before the rate goes down.
  • New variable rate account customers will be advised at the point of sale of both the current rate and the future rate.

Are you changing the interest rates on all of your savings accounts at the same time?

Our savings range is reviewed on an account-by-account basis - interest rates may move by different amounts and at different times. This is to make sure they offer good value in the savings market.

We’re writing to customers whose interest rates are going down. For a small number of our accounts, the interest rates are still being looked at. We’ll write to those customers once any decisions are made, giving the right amount of notice.

I have not received a letter about my savings account - does this mean it’s not changing?

We haven’t made a decision about the interest rates on some of our savings accounts yet. If we decide to change the rates on these accounts, we’ll let customers know as per their terms and conditions. All rates that are changing are being pre-notified on our website.

I’m not happy that my interest rate is being reduced at this difficult time - what can I do?

We’re sorry when anyone is unhappy. But it’s worth knowing that, as an existing customer, you can open any account that’s available to a new Yorkshire Bank or Virgin Money customer. So, if there’s an account you feel is more suitable, you’re free to open one of those.

During this particularly busy period, please view our savings range online and choose the best online account to suit your needs. You can apply for this yourself and ask us to move your money after.

Alternatively, you can withdraw funds from your savings account or close it.

To open a new current account - you can compare our accounts here

If you want to move to another bank, you can do so with the Current Account Switch Service. It’s a secure and easy way to move in just seven days. If you hold a linked savings account with your current account, remember this isn’t covered by the Current Account Switch Service and you will need to arrange to close or convert this before your switch.

If you would prefer to speak to someone in your local branch, please check Branch opening times before making your journey. We may have reduced opening hours because of the current coronavirus situation.

I have a notice account, how should I apply notice to withdraw my funds without penalty?

If you want to serve notice to withdraw from your account or close it, just let us know in writing or by calling in to a branch. If you wish to close your account when the notice expires, please include this information when you send your withdrawal or closure instruction.

I would like to speak to someone about my rate change notification

Before you contact us

During these difficult times, we're getting more calls than usual. Our priority is to protect our services for customers that need us the most. If your call or branch visit isn’t urgent, please keep the way clear so we can help them first.

Our branches and phone lines are still open. However, as more of our colleagues become personally affected by the coronavirus situation, we’ve made some changes to our opening hours for our branches and contact centres.

If you’re going out, please make sure you follow Government guidelines.

Home Insurance

I’m worried about being able to pay for my home insurance due to coronavirus, what can I do?

We are here to help so if you are worried about being able to pay for your home insurance due to coronavirus, please get in contact with us as soon as you can. You can email us at priority.mailbox@uk.rsagroup.com or call us on 0800 197 1612. We will get back to you as soon as possible to discuss the options available to you. Rest assured all conversations are confidential.

If you are unable to do this yourself or would prefer that we discuss your policy with a family member or friend, we need your permission to do this. Please let us know if this is the case

I will be working from home, how does this affect my cover?

Clerical Work

We appreciate that many people will be using their home as their main work location during the current situation. The good news is that you don’t need to contact us if you are carrying out clerical work from home - such as using a laptop or phone.

If you receive business visitors to your home then there may be some restrictions - such as loss of money or theft that are excluded, unless there is evidence of forcible and violent entry to the property.

If you have Contents cover, it automatically includes office equipment, office furniture and office stationery up to a limit of £5,000.

Non Clerical Work

If you are undertaking non clerical work from home, please email us at priority.mailbox@uk.rsagroup.com so we can discuss your needs.

Will my work equipment be covered at home?

You don’t need to add business equipment (e.g. a phone or laptop) owned by your employer to your personal policy as this will usually be covered under their business insurance.

Any business equipment owned by you can be covered under your policy. Please check your Policy Schedule and Policy Wording for more details and limits.

Will my home be covered if I have to leave it unoccupied due to staying with relatives because of self-isolating, being stuck abroad or being in hospital?

Our policy usually allows up to 60 days unoccupancy before certain restrictions apply. However, you do not need to let us know if your home will be unoccupied due to coronavirus.

If you are planning to leave your property unoccupied, here are some tips to help keep it safe:

  • ask a friend or neighbour to keep an eye on your property;
  • make sure that your windows and doors are locked (and remove keys), and set your alarm;
  • switch off and unplug any electrical items;
  • turn off the gas at the mains, unless it’s required for an automatically controlled heating system;
  • Turn off the water at the mains and drain the system (unless an automatically controlled heating system needing the water supply is left in operation).

I am usually away from the home during the day, but because of self-isolation I am at home all of the time, is this something I need to tell you?

No, you don’t need to tell us if you are home more often because of the virus.

My friend or carer is coming to stay with me during self-isolation, am I covered?

If the home is occupied by anyone other than you or your family, certain restrictions apply. However, we will waive these restrictions if your friend or carer is staying with you as a result of coronavirus. If your friend or carer continues to stay with you after self-isolation finishes, you must let us know so that we can update your policy.

I am taking personal belongings to another location where I will be living during self-isolation, are they covered?

Yes, we will cover personal belongings temporarily removed from your home during self-isolation if you lose them, they’re damaged in a fire or stolen. Please check your Policy wording for a full list of what we do and don’t cover, and details of policy limits.

I have been asked to provide a valuation within 30 days, but I am self-isolating so cannot provide one, am I covered?

Yes, we will continue to cover your items under normal terms while you have to self-isolate.

Please provide us with a valuation as soon as you can once restrictions are lifted. Details of how to do this are included in your policy documentation. In the meantime, you will be covered and we will send you a reminder at a later date.

You could also send a receipt if this is available by emailing us at priority.mailbox@uk.rsagroup.com and we advise that you take photographs of the item(s).

I have missed my renewal date and I wanted to renew, what should I do?

If you find you have missed your renewal date due to issues relating from coronavirus, then please email us on priority.mailbox@uk.rsagroup.com and we will do what we can to either reinstate your policy or arrange a new policy for you as soon as possible.

Please email us at priority.mailbox@uk.rsagroup.com to let us know if this is the case.

I would like to add a high value item onto my Home Contents policy, can I do this online?

Please email us at priority.mailbox@uk.rsagroup.com to add high value items to your policy.

I would like to request a duplicate set of documents, can I do this online?

Please email us at priority.mailbox@uk.rsagroup.com.

I would like to view my policy booklets, can I find these online?

Your policy booklets can be accessed here.

I need to submit a home insurance claim, how do I do this?

You can submit a home insurance claim by calling 0800 197 1610

We are working with our suppliers to keep any disruption to our claims process to a minimum. However, our repairers will keep you updated if there are any possible delays relating to your individual repair, such as a delay to sourcing parts or materials.

I need to talk to you about something else, how do I get in touch?

If your policy needs to be renewed within the next 24 hours or if you need to make changes to your policy please email us at priority.mailbox@uk.rsagroup.com

For any non-urgent queries that do not require an answer within 24 hours, please email us at priority.mailbox@uk.rsagroup.com and we’ll do our very best to get back to you within 3 working days. Your patience during this time is greatly appreciated.

Data Subject Access Request (DSAR)/Rights Requests

What’s the latest update on a DSAR/Rights request?

As of 22 June our DSAR team is once again operational following a brief pause as a result of the Coronavirus. We are working through the requests, however please be aware that we are currently responding beyond the usual timeframe expected. We thank you for your patience during this time. Please be assured that we are working to issue your response as quickly as possible.

Life and Critical Illness Insurance

We understand that you may be finding it difficult to pay your monthly premiums right now. We want to help you stay protected. Please read our FAQs below, or visit our chosen provider Legal & General’s dedicated coronavirus advice page for more detail.

I can't afford to keep paying premiums on my insurance policy due to coronavirus. Can you help?

If you’re suffering from financial hardship due to the impact of coronavirus you may be able to take a payment holiday* (see eligibility criteria). A payment holiday lets you take a three month break from paying your monthly premiums. You’ll remain covered by your policy, subject to your policy terms and conditions – giving you some breathing space.

All you need to do is give Legal & General a call on 0370 010 4080* and they’ll talk you through the process.

I’ve missed a payment on my policy due to coronavirus. What does this mean for my cover?

If you’ve missed or cancelled a payment, don’t worry – you’ll remain covered by your policy for 60 days from the date of your first missed premium (this is the day your payment would have been collected). So you might still have time to bring your account up to date.

If you restart your regular payments and pay your missing premiums within 60 days, there will be no change to your cover or usual premiums. Legal & General won’t ask you any health or lifestyle questions, and there’s nothing else you need to do. You can set up a payment method and pay any outstanding premiums by calling Legal & General on 0370 900 8819 *.

If you don’t bring your account up to date within the 60 days, your payments can still be reinstated but you’ll need to answer some health and lifestyle questions. You’ll also need to repay any missed premiums and set up a new payment method.

Providing you haven’t missed more than one payment, you may be able to take payment holiday (see eligibility criteria). A payment holiday lets you take a three month break from the date of your first missed premium. You’ll remain covered by your policy, subject to your policy terms and conditions – giving you some breathing space.

To discuss your options, please give Legal & General a call on 0370 010 4080* and they’ll talk you through the process.

Am I eligible for a payment holiday?

You could be eligible for a three-month payment holiday if:

  • You have an active Direct Debit
  • Your policy started before 1 February 2020 and has more than six months left on the term
  • You haven’t missed more than one premium payment

To see if you’re eligible and to discuss your options, please give Legal & General a call on 0370 010 4080*.

When will my payment holiday start?

Your payment holiday will start from the first payment due date after you apply to Legal & General – provided you give 10 days’ notice before the next direct debit payment is taken. Unfortunately, you can’t choose to begin a payment holiday on a specific date.

If you’ve already missed a payment, your payment holiday will start from the date of the first missed premium.

If the direct debit payment can’t be paused before the next payment date, Legal & General will take your monthly premium amount as normal. The payment holiday will start the following month and continue for three months.

Legal & General will send you a letter to let you know when your payment holiday will start, when your payments will start up again and when they will collect the missed payments. This should be kept with your policy documents in case you need to make a claim.

Can I change my mind after requesting a payment holiday?

Yes, if you feel you are now able to continue with your premiums as normal, you can change your mind at any time during the three months. Just call Legal & General on 0370 010 4080* * and they’ll arrange that for you.

How do I pay back the money owed when the payment holiday ends?

When your payment holiday ends, Legal & General will collect the three months’ premium due and your regular monthly premiums will automatically restart. The amount will be collected around the same time as your next monthly premium. On your bank statement, this may show as one payment or two separate payments within a few days of each other. If you prefer, you can contact Legal & General at least 16 days in advance of the due date and pay the three months’ premiums using your credit or debit card.

If Legal & General are unable to collect all premiums due for this policy after the payment holiday ends, your policy will be cancelled, and the cover will end. You may be able to reinstate your policy subject to completing health and lifestyle questions as well as paying all outstanding premiums, in line with your policy terms and conditions