Last updated: 25 August 2020


The health and wellbeing of Shawbrook’s employees, partners and people we serve is always a priority.

Following the coronavirus outbreak, we are monitoring the situation closely and adhering to guidance set out by the UK Government and Public Health England. We have a robust operational resiliency program in place, which is regularly tested and covers all of our teams and offices. We are well prepared to maintain our services in adverse circumstances and continue to operate as normal. Communication is clearly key and as the situation evolves we will provide further updates should circumstances change.

At Shawbrook we are committed to supporting all of our customers, not least those experiencing difficulties as a result of the current situation. We will provide whatever support we can to help them through this period. As always, every customer case will be considered on its own merit and we encourage those with concerns to get in touch as early as possible via the contact details below.

Need to get in touch?

Due to the challenging times we’re all experiencing, we’re dealing with a much higher number of calls from customers than normal. So that we can support those in the most vulnerable situations we ask that you only call if your enquiry is urgent.

We are doing our best to help customers as quickly as possible and we appreciate your understanding.

Mortgage payment holidays

Personal loan payment deferral

Asset Finance payment holidays

Coronavirus Business Interruption Loan Scheme (CBILS)

Find out how we can help existing Shawbrook business customers through the Coronavirus Business Interruption Loan Scheme (or “CBILS”)

Restart your Direct Debit

A quick and simple online process will allow you to setup a new direct debit instruction.

Income and expenditure form

If you are unable to make your contractual monthly payments or suffering from financial difficulties, please fill out this income and expenditure form and we’ll get in touch with you.

Savings contacts

For personal and business savings customers.

Property Finance contacts

Business Finance contacts

Speak to a sector specialist.

Personal Loans contacts

Personal loan and point of sale customers contact us here.

Coronavirus FAQs

We’re following the government’s official guidelines to reduce the risk to our customers, our employees and our partners. We have plans in place that allow our staff to work at home and still serve customers with minimal disruption to service.

Shawbrook Bank is regulated by the FCA and the PRA. The group conducts regular stress testing designed to test the Bank’s resilience. We are confident that Shawbrook’s balance sheet is resilient enough to face a severe stress scenario and we maintain actions to preserve our capital during such times as these. In addition to this, eligible deposits with Shawbrook are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit protection scheme.

If you have been adversely affected by coronavirus, the Government has confirmed that you may look to take a mortgage payment holiday on your residential or Buy to Let mortgage for up to three months to help your financial situation.

If you take a mortgage payment holiday, this means that you would not make mortgage payments for up to three months and we will add these payments onto your mortgage balance. As a result, your mortgage balance will increase. There is no fee for taking a mortgage payment holiday.

If your mortgage is not in arrears, the mortgage payment holiday will not impact your credit rating, and you will not go into arrears on your mortgage.

If your mortgage is already in arrears, please speak to us about the options available to you.

For additional information, please visit the Mortgage Payment Holidays section.

At Shawbrook, we are committed to supporting all personal loan customers, especially during this difficult period. If you have been affected by Coronavirus and you’re worried about the impact it will have on your finances or your ability to make your loan repayments, please call us on 0345 650 6290. The sooner you get in touch, the more we can do to try and help you.

At Shawbrook we are committed to supporting all of our customers, not least those experiencing difficulties as a result of the current situation. We will provide whatever support we can to help them through this period.  For any customer in need of support, we have a number of tools and processes at our disposal to identify practical steps and measures we can offer. As always, every customer case will be considered on its own merit and we encourage those with concerns to get in touch as early as possible.

For existing taxi driver and taxi business customers find out how we can help you here.

Advice and useful links

If you're concerned about debt or meeting repayments, the important thing is not to hide or ignore it. The earlier you address a potential problem, the sooner you can take action to solve it, reducing stress and potentially saving money in the long run.

If you have a problem meeting your obligations to Shawbrook you should speak to us as early as possible. We're, here to help. For more information and details of organisations that could help you, please visit:

Citizens Advice Bureau (CAB)

The CAB provides free, confidential, impartial information and advice on a wide range of debt and benefits issues face to face. Look in the phone book or on the CAB website for the telephone number of your local bureau.

Tel: 0800 138 1111 (freephone)
Open: Monday to Friday 8am to 8pm and Saturday 8am to 4pm

StepChange Debt Charity are the UK’s leading debt charity offering free, confidential debt help and support to anyone with money worries. Their free debt management can help you get back in control of your money and move forward with your life.

National Debtline
Tel: 0808 808 4000 (freephone)
Open: Monday to Friday 9am to 8pm and Saturday 9.30am to 1pm

National Debtline is a telephone helpline for people struggling with debt. National Debtline can also send you a free debt advice pack that includes guidance on completing a personal budget as well as answering legal questions connected with debt.

You can keep up-to-date with all the latest UK Government advice here:

For the most up-to-date health related information visit:

If you feel unwell call NHS 111 or visit:

World Health Organisation - advice for public:

Looking after your mental health:

Beware of Fraud

Unfortunately, criminals are using the Coronavirus outbreak as an opportunity to trick people into revealing personal information or promising a safe haven for money. Please be vigilant of cold callers, there have been reports of people trying to obtain access to homes on the pretence of testing for the virus. Don’t answer the door to anyone you don’t know. Shawbrook will never ask you to share any personal, security (e.g. password/memorable information) or account details, or to move your savings to a safe account. Please remain vigilant and stay up to date with the latest information on fraud.

Be vigilant against coronavirus scams published by

Take Five offers straightforward and impartial advice to help everyone in the UK protect themselves against financial fraud.