Coronavirus Guidance & Support

Message from Jim Brown, CEO

Nothing is more important to Sainsbury’s B@nk than the health and safety of our customers and our colleagues. I want to reassure you that if you’re concerned about being impacted financially due to Coronavirus (COVID-19), then we’re here to support you.

As we take extra steps to ensure the continued safety of our colleagues, we’ll have fewer of them available to speak to you so you may experience delays if you try and call us. To allow us to support customers in the most vulnerable situations please avoid phoning us if at all possible, and only do so if your enquiry is essential, for example, if you’re concerned you’re going to miss your next payment. Please read the information below before getting in touch - and remember online servicing allows you to manage your accounts wherever you are, whenever you want.

We would like to thank you for your patience and please rest assured that we’ll do everything we can to provide you with the best service possible in these challenging times.

Jim Brown
Chief Executive Sainsbury’s B@nk

We’re here to help you

The Financial Conduct Authority recently proposed a range of temporary measures if you’re facing a financial impact as a result of coronavirus. These include offering a payment freeze on loans and credit cards, and a payment holiday on mortgages, for up to three months.

Please be reassured that a payment freeze won’t result in late payment fees and your credit score won't be affected. You should think carefully before requesting a freeze, and only do so if you need immediate help. If you can still afford to make payments, you should continue to do so. Most importantly, please do not cancel any payments without contacting us first.

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Credit Cards

If you’re up to date with your payments, or have missed one payment, you’re eligible to apply for a payment freeze. With a temporary payment freeze interest will continue to be applied, and it will take you longer to pay down your balance so choosing to miss a payment should be carefully considered.

We have some different contact options to help you reach our teams:

You can find out more information and how to get help in our support section.

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Loans

If you’re up to date with your payments, or have missed one payment, you’re eligible to apply for a payment freeze.

We have some different contact options to help you reach our teams:

You can find out more information and how to get help in our support section.

If you need help managing debt there are a number of organisations who can provide you with useful information, advice and support.

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Mortgages

If you are worried about making your next mortgage payment, we are committed to helping you. In-line with recent government guidance we're supporting the allowance of up to a 3 month payment holiday. Note that terms apply, and the break in payments will be added to the mortgage balance with a recalculation of interest and future monthly payments. If you want to go ahead with this then please call us on 0800 923 1547*. We’re here Monday to Friday from 8.30am to 5.30pm.

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Savings

If you need access to your savings, you can do this using online B@nking (see below). If you’re financially impacted by Coronavirus and need emergency access to your fixed rate savings we’re here to help, please call us on 08085 405060*.

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If you need to make a claim you should contact your Travel Agent, Tour Operator, Airline, Accommodation or Credit Card provider for a refund in the first instance. Please use our claim form or call 01403 288 421 but please note that our call waiting times are longer than usual. You can also visit our coronavirus FAQs.

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Travel Money

All of our in-store travel money bureaux are now closed. This is due to current travel disruption, and so our colleagues can focus on providing food and other essential items in our stores. You can no longer order travel money in store, online or by phone.

If you need to return currency, please call our Customer Service team on 0345 355 2463* and make sure you have your proof of purchase to hand. If you want to make a Western Union transfer, please visit wu.com to find another agent location.

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Home & Car Insurance

You can visit our coronavirus guidance and help if you have any questions and access your policy information 24/7 online or via our app. If you need to make a claim please use the claim line listed in your insurance documentation.

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If you have a Sainsbury’s B@nk policy with us and have any questions, please visit our coronavirus FAQs.

While our claims and underwriting call centres remain open for customer service we have temporarily closed our sales call centre, online sale still available.

If you need to make a claim call 0800 137 101* and if you need a make an Over 50s claim call 0800 009 3506*, for Critical Illness call 0800 068 0789* we’re here Monday to Friday 9am - 5.30pm.

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Online B@nking

You can check your balance, make savings or credit card payments and update your details whenever you want with online B@nking. You’ll also have access to your statements, stored in a safe place online.

Online B@nking

Check out our short handy videos on:

• How to register for online B@nking
• How to log in
• Credit cards - What you can do online
• Loans - What you can do online
• Savings - What you can do online

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Avoiding fraud

Be aware that fraudsters may try to take advantage of this situation and attempt to trick you into revealing sensitive personal or financial information. In some cases, they’ll pose as genuine organisations such as B@nks, police, government or health service providers like the NHS or the World Health Organisation. Remember, these legitimate organisations will never ask you to divulge any sensitive information, like security details, card details, PIN numbers, or online B@nking login details. And they’ll never ask you to carry out a transaction or move money in to a safe account for protection.

Be wary of suspicious emails or text messages – and never open any attachments. Always be on the lookout for fraud and contact us immediately if you notice unusual activity on your account.

Visit Take Five to find out more information, on how to protect yourself.

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