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Coronavirus – how we can help you

The Society is monitoring the outbreak of Coronavirus (COVID-19) closely to ensure we are taking all necessary steps to protect our colleagues, maintain our services and support our customers.

We have taken a proactive approach to our business continuity and have tested a range of contingency measures to minimise any foreseeable impact of COVID-19. Please be assured, we are still available to you, offering our full range of savings and mortgage services.

Following advice from the UK Government and the NHS, in common with many other UK businesses, we have reorganised how our team at head office is working. As a result, if you would like to get in touch with us for any reason, we recommend that you send us a message using our Contact page. This will ensure that your enquiry can be dealt with, without delay, by the appropriate department.

We have also reduced our branch opening hours in order to protect our customers and staff. We ask that you do not visit any of our branches if you have COVID-19 symptoms, have been in contact with someone who has tested positive for COVID-19 or you have travelled to any of the high risk countries detailed on the UK Government’s website.

All branches are currently operating a one in, one out policy. Please be patient and our staff will try to let you in as quickly as possible.  Once inside the branch, we ask that you observe strict social distancing to protect yourself and our staff and, please, do not be offended if we question the reason for your visit or ask you to step back from the counter.

Please note that, until further notice, this branch can only help customers with:

  • Essential cash and cheque withdrawals,
  • Essential cash and cheque deposits, and
  • electronic transfers.

Additionally we can supply you with information on how to open an account, for you to return to us by post, and with documentation required to register a Power of Attorney or death. However, if you need to talk to us about a family bereavement please see our specific guidance how to do this during the COVID-19 pandemic.

Currently, we are not carrying out account enquires in branches as they are not considered to be essential banking requirements.

Instead of conducting transactions in branch, you can operate your account by post or ask a third party to act on your behalf. Please contact your local branch for more details.

We expect the COVID-19 disruption to continue for some time and we are aware that our borrowers may be financially impacted. If you are experiencing or foresee any financial difficulties, our advice is to get in touch with us as soon as possible using our website. We will look at every customer’s situation on an individual basis to determine what solutions we can offer.

Our Mortgage Support Promise outlines how we are supporting our mortgage customers through this time. If you are a borrower you may wish to find out whether a Mortgage Payment Break might help you in your current circumstances. You may also find this information from the government useful for those who are buying or selling private residential homes in which they intend to live.

Colin Fyfe, Hinckley & Rugby chief executive, said:

“We know that mortgage payments can be the largest monthly outgoing for the vast majority of households. We are keen to reassure our members that the Society, in line with the industry, is working hard to put supportive measures in place, including payment holidays where suitable.”

The wellbeing of our colleagues and members is very important to us and we appreciate your support during these uncertain circumstances.

For our revised branch and agency opening hours please click here.

Please continue to check this page for the latest updates.

Useful sources of information about COVID-19

NHS – https://www.nhs.uk/conditions/coronavirus-covid-19/

WHO – https://publichealthmatters.blog.gov.uk/2020/01/23/wuhan-novel-coronavirus-what-you-need-to-know/

Public Health England – https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public

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