Coronavirus (Covid-19) help

• Keep your money safe - beware of fraud

  Take Five to Stop Fraud has issued a scam alert on their website and on social channels that is focused on prevention and protection. They’re advising to:

  Stop: Taking a moment to stop and think before parting with your money or personal information.

  Challenge: Could it be fake? It’s ok to reject, refuse, or ignore any requests. Only criminals will try to rush or panic you.

  Protect: Contact Us immediately if you think you’ve fallen for a scam and report it to Action Fraud.

  Remember, for your own security:

  • Never share your password or memorable questions with anyone, including Cashplus.
  • Create passwords that are difficult to guess and don’t use personal information. It pays to use a mix of upper and lower case letters, numbers and symbols.
  • Always use different passwords for your online accounts.

  For more information on coronavirus scams visit the FCA website.

• How Cashplus is keeping your money safe

  The safety and security of your money is our highest priority, and as part of this we are FSCS protected. To find out more about FSCS, visit our FSCS information page. In addition, during this time we're doing everything we can to ensure how you use your account day-to-day or contact us for support isn't impacted - regardless of the severity of the situation. 

  These are challenging times for all businesses, but Cashplus is a successful business that's been operating for 15 years. Unlike many digital banking challengers we're profitable and have been for nine years and we carefully control our costs. 

Financial support offered by Cashplus

• What should I do if I can't afford to make my credit card payments?

  We recognise that many of our Credit Card customers may be confronted with unexpected temporary cash flow issues as a result of Covid-19 and we’re here to help.  

  If you’re facing financial difficulty, there are a couple of options available to you. You can either ask for a credit freeze or for a payment deferral.

  A credit freeze places a temporary block on your account during which you won’t be charged any interest or fees, and no payment is required. You won’t be able to use your card for new purchases during this period, but it does mean your credit card balance won’t get any bigger and you’ve got that extra breathing room during this difficult period.

  A payment deferral allows you to pause your minimum payments for a month at a time, up to a maximum of 3 months, and you’ll still be able to use your credit card. It’s important to note, however, that interest and fees will continue to be charged to your account, which may mean future minimum payments are higher (and as a result, it may cost more and take longer to pay off your balance in the long term).

  Both options won't negatively impact your credit report. 

  If you have already missed a payment, please give us a call so we can help.

• Will you be offering increases in credit?

  Unfortunately, at this point in time we are not extending any credit outside of our normal credit processes and checks. If this position changes in the near future, we will let you know immediately.

  Money worries due to coronavirus?
  If you're struggling to manage your finances due to the coronavirus, remember we’re here to help so please give us a call on 0203 059 5784. Alternatively, for independent, impartial, free and confidential help, you can speak to any of these help lines:

  Citizens Advice Bureau 
  StepChange 
  Business Debt Line 
  Money Advice Service

• Will you be offering loans backed by the government?

  Currently we’re not offering the loans back by the government, however we are regularly reviewing this situation and other ways in which we can support our customers through Covid-19.

  For now we’re not extending any credit outside of our normal credit processes and checks. If this position changes in the near future, we’ll let you know immediately.

  To find out more about the grants that the UK government has announced it will supply to UK businesses scroll down and read our FAQs on ‘Financial support offered by the government’

  Money worries due to coronavirus?
  If you're struggling to manage your finances due to the coronavirus, remember we’re here to help so please give us a call on 0203 059 5784. Alternatively, for independent, impartial, free and confidential help, you can speak to any of these help lines:

  Citizens Advice Bureau 
  StepChange 
  Business Debt Line 
  Money Advice Service

• Expecting a payment from the Government?

  Please let us know if you're expecting a payment from the Government due to Covid-19, whether that be for income assistance or a grant, to ensure your payment isn't delayed and can be processed smoothly. Simply contact our Customer Service team. 

Financial support offered by the Government

• Financial support for the self-employed

  The UK government has taken a number of actions to support the self-employed during this time. For full details click here.

  Self-employed workers will be able to apply for a grant worth 80% of their average trading profits over the last three months, up to £7,500 in total. Here are the details,

  • You’ll need to have logged a 2019 self-assessment tax return in order to be eligible. 

  Important! We understand for many of you that are newly self-employed that this will make you ineligible for this grant – we’ll be asking the government to reconsider this and will keep you up to date if more support becomes available.

  • The money will be paid in a single lump sum but won’t arrive until the start of June at the earliest
  • The scheme will be open to those with a trading profit of less than £50,000 in 2018-19, or an average trading profit of less than £50,000 from 2016-17, 2017-18 and 2017-18

  How to access the scheme: Your local authority will write to you if you’re eligible for this grant.

  For full details visit the government website

• Financial support for small businesses

  The UK government has taken a number of actions to support small businesses during this time. For full details visit the government website. You can also use the support finder tool to see what support is available for your and your business. Highlighted below are some of the support packages that are most likely to apply to our customers.

  • Job Retention Scheme allows you to claim for 80% of your employee’s wages plus any employer National Insurance and pension contributions, if you have put them on furlough because of coronavirus (COVID-19).
    • How to access the scheme: Claim online via the gov.uk website. You’ll need the Government Gateway user ID and password you got when you registered for PAYE online.
    • For full details visit the government website
  • Bounce Back Loan Scheme will help SMEs borrow between £2,000 and £50,000. The government will guarantee 100% of the loan and there won’t be any fees or interest to pay for the first 12 months. The loan terms will be for up to 6 years and no repayments will be due during the first 12 months of the loan. After that, the interest rate will be 2.5% a year.
    • How to access the scheme: The scheme is available, but the Government has only made some financial service providers eligible to join the lending scheme. We’re working hard to ensure our customers have access to these schemes and have asked the government to allow smaller providers like Cashplus to become accredited lenders. At the end of 2020, the deadline for the Bounce Back Loan was moved to 31st March 2021. As the Government releases more information we’ll keep our customers updated.
    • For full details visit the government website

  • Coronavirus Business Interruption Loan Scheme (CBILS) supports SMEs with access to loans, overdrafts, invoice finance and asset finance of up to £5 million and for up to 6 years. The scheme will cover the first 12 months of interest payments and any lender-levied fees, so smaller businesses will benefit from no upfront costs and lower initial repayments. Lenders are now banned from requesting personal guarantees on loans under £250k.
    • How to access the scheme: Currently, Cashplus can’t offer CBILS loans so we recommend speaking to one of the other accredited providers
    • Update as of 02/04/20: The Government has announced that it will extend the scheme by removing the requirement for companies to try and secure regular commercial financing before being allowed to apply for a CBILS loan. This means 'all viable small businesses affect by Covid-19' will now be eligible, should they need finance to keep operating, not just those to secure commercial lending. 

  For full details visit the government website or the British Business bank website

• Financial support for individuals

  The UK government has taken a number of actions to support individuals during this time. For full details click here.

  • Coronavirus Job Retention Scheme (now available): All UK employers with a PAYE scheme will be able to access support to continue paying part of their employees' salary. If you're an employee who has been asked to stop working but are being kept on the pay roll (otherwise described as a 'furloughed worker') HMRC will reimburse 80% of your wages, up to £2,500 per month
    • How to access the scheme: Speak to your employer
    • For full details visit the government website

• Ways of managing money during this time

  We understand the ways you manage your money might need to change and that your finances may be impacted due to the coronavirus.

  Whether you’re self-isolating at home or looking to minimise interactions with others, ensure you're always being safe when shopping online with your Cashplus card.

  Read our guidance for online shopping.

  Currently, when shopping in-store, you can make contactless purchases up to £30. However, UK Finance has announced that from 1st April 2020 they will be increasing this limit up to £45. The new limit will take some time to roll out across all shops, so you may notice a difference between shop to shop over the next few months. 

  Alternatively, if you need to make a payment to family, friends or a business via bank transfer, simply follow the prompts in the Payments & Transfers section using the Cashplus Bank app or Online Banking. If you'd like extra guidance on how to log in, read our guide.

• How to access your account from home

  You can securely access your account from the comfort of your own home with Online bankng and the Cashplus Bank app. Make sure you have the latest version of the app which you can download from the App Store or Google Play.

  For help logging in using the Cashplus Bank app, we've created guides to walk you through the process every step of the way. View Guides.

  To log in to Online banking without using the app, you can order a Code Key which is a small device that generates verification codes for logging in to Online banking.

  Give us a call to order one today. 
  If you've already registered for Online banking & the app, please ensure your contact details remain up to date so that we can always stay in contact with you.

• Changes to contactless limits

  When shopping in-store, most contactless purchases can be made up to a £100 limit. From 15 October 2021, contactless limits increased to £100 from £45. The new limit will take some time to roll out across all shops, so you may notice a difference between shop to shop over the next few months and some may decide not to increase the limit.

• Paying cash into your account at the Post Office

  As a precautionary measure and in line with government guidelines, the Post Office have announced some branches will be temporarily closed during this time. If you need to pay cash in to your account, before your visit check that your local branch is open.

• Have extra control on any gambling transaction

  With more time at home, you might find it more difficult to keep track of your spending on gambling. If you want more control, you can place a gambling block on your account within the app or Online Servicing.

• Give an additional card to get support

  You can order additional cards in Online banking or the Cashplus Bank App, which may be particularly beneficial during this time of self-isolation. If you’re getting help with the shopping or have someone you trust purchasing essentials for you, an additional card may help. It’ll arrive in 3-5 working days. 

• Support for key workers

  Priority call times for key workers

  To help support key workers in the response to Covid-19, our phone lines will be reserved for essential workers who need help with their account during the following hours:

  Customer Services - Key worker enquiries

  Monday - Friday 5pm - 6pm

  We kindly ask customers with non-urgent enquiries and who are not key workers to call outside of these hours. Thank you for your support and understanding during this time. 

• Where to send any postal queries during this time

  During this time please send any post queries to:

  Cashplus, PO Box 5525, Manchester, M61 0QS

• What to do if a merchant (e.g. airline or event organiser) cancels your purchase

  If you had booked a holiday or tickets to an event and the merchant has cancelled your purchase because of coronavirus, clarify the refund policy with the merchant directly.

  For example, if you had booked flights or tickets to a concert that has now been cancelled, the merchant will have a refund policy in place that outlines the terms and if/when you will get your money back.

• What if you decide not to travel or go to an event

  If you've decided not to travel or to go to an event, contact the business directly that you've booked with.

  If you have travel insurance, check the insurance provider's website to see if you're covered and contact them directly to discuss.

• What to do if you can't get a refund from the merchant and your insurance doesn't cover you

  If you're unable to get a refund and your insurance won't cover it, please get in touch with us as we may be able to help you.

  Business and Personal Bank Account customers:

  • Simply log in to Online banking > Select 'Transaction' and 'Dispute the transaction'. Simply download the form, complete and return to us to review.
  • Once the dispute form is received, please allow for the 45 day turn around to be reviewed.

  Credit card customers:

  • Simply log in to Online banking > Select 'Transaction' and 'Dispute the transaction'. Simply download the form, complete and return to us to review.
  • Once we've received the form, an immediate refund will be given

  Unable to print the dispute form? Please Contact Us for assistance.

• What to do if you're travelling abroad and need support

  If you're currently travelling abroad and need support, see travel advice from the government site for guidance.

  Money worries due to coronavirus?
  If you're overseas and struggling to manage your finances due to the coronavirus, remember we’re here to help so please give us a call on +44 207 153 8940. Alternatively, for independent, impartial, free and confidential help, you can speak to any of these help lines:

  Citizens Advice Bureau 
  StepChange 
  Business Debt Line 
  Money Advice Service