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Tue, 31 March 2020

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Banking and Finance industry pledges support for customers

Building Societies Association

2 min read

The banking and finance industry remains committed to supporting all customers who are impacted directly or indirectly by COVID-19 and has announced a series of measures to help them during this time. To further help customers the industry is taking out adverts (here and here) in national newspapers this weekend to highlight the support available and the multiple routes through which customers can find out information from their finance provider.

The banking and finance industry remains committed to supporting all customers who are impacted directly or indirectly by COVID-19 and has announced a series of measures to help them during this time. To further help customers the industry is taking out adverts (here and here) in national newspapers this weekend to highlight the support available and the multiple routes through which customers can find out information from their finance provider.

Commenting, Stephen Jones, UK Finance CEO, said:

“Banks, building societies and credit unions are committed to supporting all customers and are working closely with Government and regulators to ensure that everyday banking services remain available, while also dealing with the impact of COVID-19 on the wellbeing of their own employees who are working tirelessly during these unprecedented times.

“With enquiries to customer call centres at unparalleled levels, firms are also ensuring they are constantly keeping their websites updated with the latest information, including FAQs, which can help answer many customer queries.

“We would encourage only those customers who are facing an immediate issue with their finances to call their provider in the first instance. If a customer needs more general help there are a range of different ways to get in touch, including through online chat, social media and mobile and banking apps.”

Robin Fieth, Chief Executive of the Building Societies Association (BSA) said:

“We know that many people in local communities, including those who are more vulnerable rely on branches for access to cash. Building societies are taking steps to cover as much ground in their communities as they can while maintaining a safe environment for both staff and customers. Societies are juggling with reduced staff levels themselves but all staff are working hard and being creative in order to do their best for their customers. Examples include opening some branches an hour early to serve older customers and reducing hours so that the staff from one branch can cover two. 

“We know that customers have many questions about their finances just now and we are here to help. Practically, it is worth looking at your society’s website before picking up the phone or visiting the branch as you may well find the answer that you need there.”

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