Last updated: 29 May 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.
On 22 May 2020 the Financial Conduct Authority (FCA) announced its intention for lenders to extend payment holidays beyond the original 3 month period for mortgage customers who have been affected by COVID-19 ensuring the additional payment holiday is the right option for their circumstances.
Please note this extension does not currently apply to unsecured lending products, including Personal Loans and as such we are not able to extend payment deferrals past 3 months at this time.
If you have already been approved for a payment deferral on your personal loan, you will receive a letter near to the expiry date of the deferral which outlines your options for managing your account going forward. If you have longer term concerns over your loan payments you can contact our teams who are available to help.
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.
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.
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:
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 Gov.uk
Take Five offers straight-forward and impartial advice to help everyone in the UK protect themselves against financial fraud: