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Coronavirus | Help Centre | Halifax UK

Coronavirus: help and support.

Support for customers impacted by coronavirus (COVID-19)

As the impact of coronavirus is felt across the UK, you may have concerns about how it could affect you and your money.

Your peace of mind is still our top priority. So, we’ve put in place some additional support and information to help.

Bank securely from home with Online Banking

The safest and easiest way to bank right now is through Online Banking and our Mobile Banking app. Here are just some of the things you can do:

  • View your balance and transactions at any time, using any device.
  • Pay bills and send money to people.
  • Manage your direct debits and standing orders.
  • Freeze transactions – using our app you can control how your cards are used, by freezing some transaction types.
  • Pay in cheques using our app - up to £500 per cheque, with a £1,000 daily limit.

We use the very latest security tech to help you stay safe online. And you’re always protected by our online and mobile banking fraud guarantee.

How are our services affected?

Telephony Update

Due to the challenging times we’re all experiencing, we’re dealing with a much higher number of calls from customers than usual and our call waiting times are much longer.

So we can support our most vulnerable customers, please only call us if your enquiry is urgent.

You can still use our online and mobile banking services.

Branch Availability Update

Following the Government's confirmation of new measures to tackle Coronavirus we are aiming to keep as many of our branches open as possible, but have had to make some changes to opening hours and services. Click on the links below to find out about our updated branch opening hours and temporary branch closures.

Update to our branch opening hours

Temporary branch closures

Managing your Money

There are quick links below to useful content and application processes that may help you manage your money.

How to stay safe from fraud

Remember, your money is safe in your account. 

People are using the coronavirus outbreak as an opportunity to try new scams by email, call and text. They’re even using online marketplaces to sell goods like face masks and hand sanitisers that don’t exist.

If you get an email with a PDF or a link that offers advice or a cure for the virus, it’s likely to be a scam.

What you should do:

  • Don’t open emails if you don’t know who sent them.
  • Even if you know the sender, don’t reply if an email looks odd with spelling mistakes and a messy layout.
  • Don’t click on any links or attachments unless you know they’re safe.
  • Before you buy anything online it’s best to do some research and check reviews to make sure a seller is genuine.
  • Pay by card when you shop online - that way you protect your cash.

You can find out more on how to stay safe from scams on our Fraud Hub.

Frequent questions from our customers

We understand that this is a very confusing time, so we’ve answered some of your frequently asked questions to help make things simpler.

Your Health & Wellbeing

On March 16th the UK Government announced social distancing measures for everybody, not just those who are experiencing symptoms of coronavirus and other illnesses. It’s currently uncertain as to how long this will last. This is unlike anything most of us have experienced before, and it can feel strange, confusing and overwhelming.

Many of us will be working from home or may even need to take time off work, which prevents us from having our usual daily interactions. This is bound to have an impact on our mental health. So what can we do to help ourselves and look after others during this time?

Our charity partner, Mental Health UK, has developed some useful tips and ideas to help people look after their mental health in such challenging times and some practical advice on how you can help your local community.

With our support, Mental Health UK has also launched a library full of tips and tools, to help parents, guardians, and carers have conversations about mental health with young people.

Telephone Banking

So that we can support those in the most vulnerable situations, please use the numbers below if your enquiry is urgent. Our call wait times are much longer than normal.

Call us on  03457 20 30 40 (or +44 113 242 1984 if you're calling us from abroad) to access your accounts using our quick and easy 24/7 automated service and our advisers are available 7am to 11pm if you need to speak to someone.

If you aren’t already registered, we can help you start the registration process to make it easy for you in the future. You can call us on 0345 850 0691 to register for our voice ID service.

Halifax is a division of Bank of Scotland plc. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Bank of Scotland plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628.

Telephone calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help us improve our quality of service. Not all telephone banking services are available 24 hours, 7 days a week. Please speak to an adviser for more information.