Committed to helping you

A message from our CEO Andrew Haigh

I know that these are very worrying times and given the unprecedented situation regarding Coronavirus (COVID-19) I wanted to let you know what we are doing to help keep our customers and colleagues as safe as possible.

The health and wellbeing of our customers and colleagues is extremely important to us. We are following official guidance from Public Health England, ensuring the service we provide and our procedures reflect the latest information and advice.

Keeping our branches and offices clean and safe

We are committed to keeping our branches open as long as we can and phone lines are currently open but of course we’ll keep you updated if things change. As you will be aware, the most effective way to minimise the spread of Coronavirus is regular hand washing.  

We have also taken further precautionary measures, including more frequent and enhanced cleaning of our branches and offices and provision of hand sanitizer gel.  We respectfully ask any customers who feel unwell, including with cold and flu symptoms not to come into their branch, but contact us instead via the telephone.  

Committed to helping you.

We appreciate that the virus is not just a serious health concern but it is also impacting some of our customers’ finances.  We want to do everything we can to help our customers during this difficult period.


Our commitment is that customers who need to access their funds due to health issues, or difficulties caused by coronavirus, can do so quickly and without penalty. This commitment applies across all our savings products, with the exception of the Lifetime ISA, which has a separately applied government penalty.

If you need to withdraw your savings, you can visit any of our branches or speak to one of our friendly customer advisers over the phone.  Please call us on 0345 734 4345. Lines are open from 8am to 6pm Monday to Friday.


In line with the package of financial support announced by the Chancellor of the Exchequer, we are committed to support customers and landlords who experience difficulty with mortgage payments as a result of coronavirus. This includes payment holidays up to three months.

If you are concerned about your financial situation please get in touch with us at the earliest opportunity; we have a range of options that we can consider in order to provide the support you need.  

You can email: or call our helpline number on: 0345 702 3083. Lines are open from 9am to 5pm, Monday to Friday.

Financial Advice:

We are continuing to provide access to Financial Advisers across our branch network and by phone. They can be contacted by calling your local branch or our Financial Advice support team on 0345 600 4330. Lines are open from Monday to Friday, 9am to 5pm.

Events and our Society AGM

Across the region we have cancelled our current series of planned financial education seminars “Big Talks”, and community events.

With regard to our Society AGM planned on Wednesday 22nd April, given the current advice from Public Health England, we are reminding and strongly encouraging members of the option to vote online or by post. We are currently reviewing all the arrangements for our AGM and will issue further guidance in due course.

Events are moving very quickly and so we will continue to monitor the situation closely, reviewing developments and the latest government advice to consider how this impacts our Society, our customers, and the decisions we take. 

We will update you on any additional changes as soon as we can through our website at and our in-branch notices. 

Thank you for your support in keeping one another safe during these unprecedented times.

Andrew Haigh

Chief Executive