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Having payment difficulties?

30 Mar 2020

Having payment difficulties icon

We all know that life can throw all sorts of things at you – if you find that you are starting to worry about your money, it can be tough to acknowledge you have a problem. But you’re not alone - we are here to help you. The following tips and advice can help you towards staying on top of your finances. The sooner you let us know, the quicker we can look to help and get you back on track.

Coronavirus outbreak

If you are struggling with your financial commitments because of COVID-19 you may want to consider if the Bank could assist you. We are looking to assist affected customers on a case by case basis and we provide information on the following options in the following locations on our website:

Personal loan and overdraft support – read more on our Personal Current Account Summary page

Charity loan support – read more about 'Support during the coronavirus outbreak' on our Charity Loans page
Business loan support - read more about 'Support during the coronavirus outbreak' on our Business Loans page

Important Information Regarding Mortgage Payment Holidays 
If you are struggling with your mortgage because of COVID-19 one of the things you may want to do is to consider a mortgage payment holiday. 
If you request and we agree a payment holiday then we will continue to charge interest as normal and this will be added to your mortgage balance each month and we will charge interest on that increased amount from the time it was added until the end of your remaining mortgage term.

Important dates that relate to new and existing Mortgage Payment Holidays:
31st March 2021 is the deadline for any new applications for any customer looking for mortgage support (this can be a payment holiday, temporarily reduced payments or both) for the first time. Only consumers still in a payment holiday arrangement on 31 March will be able to extend their payment holiday beyond that date, please bear in mind that the maximum payment holiday period is 6 months. All payment holidays will end by 31st July 2021 at the latest even if  you haven’t received the maximum six months temporary coronavirus support.

If you still require support after the 31st July 2021 then you should contact us via email at so that we can look at how we may be able to assist you.

From 1 April 2021, if you are newly impacted by coronavirus, or find yourself impacted again (whether or not you have previously had a payment holiday), then you should contact us via email at so that we can discuss how we may best support you depending on your individual needs and circumstances. This support could include short-term support such as a payment holiday, if it is appropriate, although this would be subject to normal credit reporting.

We are asking all affected customers to contact the Reliance Bank mortgages department via email on where we would ask you to provide us with a background as to your circumstances, together with the following: 

• Full name and post code 
• Mortgage account number 
• Best contact telephone number 

We are looking to assist affected customers on an individual, case by case basis to see how we can best assist you during these challenging times. 
Please do remember that a payment holiday may not be right for everyone and is subject to approval. 

Remember we are here for you
As the situation in the UK changes we’ll continue to look at what we can do to support you and will be regularly updating our website with any key changes.

Free independent help and advice

You can get impartial and free advice to help you deal with your money worries from many independent organisations such as the following:

The Money Advice Service

The Money Advice Service was set up by the UK government and offers free and impartial money advice.
It can provide information to help you decide the best way to take things forward and keep your payments on track.
It also suggests organisations which provide debt management services or providers who can help you keep on top of your money.

Citizens Advice

Citizens Advice provides free, confidential, impartial information and advice on a wide range of debt and benefits issues face to face.
Check your local phone book or Yellow Pages for your nearest Citizens Advice.

PayPlan, Live Again

PayPlan offers free and confidential money advice that can help you to take back control of your finances.
They offer advice by phone, email and live chat making it quick and easy to access the advice you need.

National Debtline

National Debtline gives free debt advice by phone and online to people across the UK.
StepChange Debt Charity

StepChange Debt Charity is a registered charity that offers free, confidential advice and support to anyone who is worried about debt. Their free counselling and debt advice can help you get back in control of your money and move forward with your life.

UK Finance ' 2020 member Fscs The Power of Positive Business investing in Women
The Salvation Army

We are proud to be the bank of The Salvation Army International. Find out more about our shared history.