As the COVID-19 health crisis evolves, we are taking steps to help protect the health and wellbeing of our people, partners and communities. We have set out a series of actions to ensure that our people are safe and that our business can continue to support the needs of our partners and customers. All of our people are now working remotely.
- Contacting Customer Services
Our customers, partners and people are at the heart of our business. To keep our people safe during Covid-19, we now have remote working in place and have temporarily closed Customer Services telephone lines.
We are currently experiencing high volumes of inbound enquiries from our customers relating to payment holidays. Please be assured that we are following best practices as issued by government advice along with our regulator the FCA.
Please do not contact us to chase for updates to allow us to work through these requests as quickly as possible. We’re doing everything we can to minimise delays and have implemented a number of measures to enable us to process the high volumes we are receiving. Where you have logged a payment holiday request with us, we will be in touch shortly via a letter to confirm the next steps directly with you. In order to ensure your credit rating is not adversely affected please don’t cancel your direct debit mandate in the meantime.
Thank you for your patience and support whilst we work hard to manage your requests. We really do appreciate your understanding.
- Government Support
An overview of key government support schemes now available to UK business can be found here.
- Remote Working
All our people are remote working and we have tested critical processes to ensure that we can carry out essential tasks.
- Visitors to sites
We are mindful of the need to stay in close touch with our partners. However, due to the evolving situation, we are currently asking visitors not to come to our sites. We will be using remote communication technology to keep in touch on a regular basis.
- International Travel
No international travel is currently taking place.
- Business Continuity Planing
We have robust Business Continuity Plans (BCPs) in place to ensure that we continue to offer high levels of service to our partners and customers.
We have tested our remote working capabilities to ensure that our infrastructure of capabilities (mobile devices, remote communication tools etc) can continue to support our people to offer high levels of service.
- Maintaining up-to-date awareness on COVID-19
Resources, Risk, IT and Communications) to regularly meet and assess the ongoing situation, ensuring that we are prepared and capable as the situation evolves. We will provide updates as necessary.
We pride ourselves on quality of our internal and external relationships and over the coming weeks and months are focussed on maintaining the high standards and good quality that our partners and customers expect.