Help & Support Overview

Clear information, honest answers

At Shawbrook, we’re committed to keeping things simple and transparent. When you apply for a loan or a mortgage, or make a deposit in one of our savings products, you’ll always know just where you stand.

Right now, though, you may have some questions. Follow the links below to frequently asked questions. You can also call us during office hours.

Where would you like to go?

If you would like more information about a specific product, follow one of the links below.

Get in touch with us

If you’d like to know more about any of our loans, mortgage or savings products - or if you’re having trouble using our online application forms - email or call us for more information during office hours.

Frequently asked questions

The chances are that if you have a question about our products or services, someone’s already asked it. So take a look at our frequently asked questions pages - it could be quicker and easier than phoning or emailing us.

News & Guides

The world of personal finance changes fast, and from time to time we’ll post articles about changes to our products or stories in the news. Take a look at our latest here.

Key product information

Visit our key product information area to find out details about the savings products we offer and check whether a savings product has been withdrawn.

Online banking help for savers

If you opened your savings account online with Shawbrook Bank, you can manage your account online using our eSavings portal. If you have an Easy Access account, you can also make withdrawals online.

Need to make a complaint?

We’re committed to providing quality service. If you are unhappy with our service in any way, please contact us. Your opinion is greatly valued and we take all complaints very seriously, if something has gone wrong we will do whatever we can to put it right.

Need some advice?

At Shawbrook Bank we want to help you make the right decisions. If you have any general questions about financial matters, including online security or debt worries - you may find the following sources useful.

What to do when you face difficulties.

We understand that many people face financial difficulties at some stage in their lives. But for a few it becomes a real problem.  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.

Online budget calculators:

Setting and sticking to a budget is the crucial first step in managing debt. See below our top 3 helpful budgeting tips.

  1. Money Advice Service
    www.moneyadviceservice.org.uk/en/tools/budget-planner
  2. Citizens Advice Bureau (CAB)
    www.citizensadvice.org.uk/debt-and-money/budgeting/budgeting/work-out-your-budget/
  3. Printable Budget Sheet
    www.citizensadvice.org.uk/Documents/Advice%20factsheets/Debt/d-budget-sheet.pdf

General

 

Citizens Advice Bureau (CAB)
www.adviceguide.org.uk

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. 

 

StepChange 
Tel: 0800 138 1111 (freephone)
Open: Monday to Friday 8am to 8pm and Saturday 8am to 4pm
www.stepchange.org

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 
www.nationaldebtline.org

National Debt-line 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.

 

Advice UK
Tel: 0300 777 0107 or 0300 777 0108 
www.adviceuk.org.uk

This network supports free advice providers and can give details of your nearest debt advice centre.

Benefits issues and enquiries

 

Benefit Enquiry Line
Tel: 0345 608 8545 or textphone 0345 608 8551
www.direct.gov.uk

This is a helpline for disability benefits.

Turn2us
Tel: 0808 802 2000
www.turn2us.org.uk

A helpline that helps you to carry out your own benefits calculation to ensure that you are receiving all benefits that you are entitled to.
 

The Money Advice Service
Tel: 0800 138 7777
www.moneyadviceservice.org.uk

The Money Advice Service provides information and tools to help you manage your money better.

Department for Work and Pensions (Child Benefits)
Tel: Child Benefit: 0300 200 3100
Textphone: 0300 200 3103
www.dwp.co.uk

 

How to avoid the scammers

At Shawbrook we take your online safety seriously. While we use secure systems and messaging to make our own digital space safe, you should still take some simple measures to protect yourself against fraud online. Here are a few things to bear in mind.

  • Always protect your information, including passwords, account numbers and PIN codes. Legitimate banks won’t request these details by phone or email, so if someone asks you for them, it could be a scam.
  • Beware of unsolicited emails. Fraudsters often try to access information by getting you to open attachments or click on links. If in doubt, ignore it. If the email claims to be from Shawbrook or another bank you know, you can phone to check if it’s legitimate.
  • Keep your computer safe with up-to-date anti-virus and firewall software. Avoid letting people you don’t know use your computer, or giving them remote access to your system.

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