Like many organisations, in recent weeks we have been working to prepare for the spread of COVID-19 (Coronavirus), seeking to minimise its impact on our services and protecting members and staff.
I wanted to update you on what we are doing to ensure that you can rely on us in the current uncertainty:
- Our current plans are based on maintaining existing levels of service wherever possible. Our aim is to be able to maintain current branch opening and loan application processing times, and existing service levels for current accounts, online/mobile banking and telephone support.
- We are taking steps to protect staff, and to ensure that those with critical tasks can work from home if needed. If large numbers of colleagues are unable to work, our priority will be ensuring that services which you rely on day-to-day, such as current account and debit card facilities, are not interrupted.
- To allow us to do this, we may need to move staff from other services. For example, loan applications may take longer to process, and branches may need to close or reduce their opening hours. You may also find it takes longer to get support via phone and email.
- If we reach a stage where we need to reduce levels of service, we plan to give as much advance warning as we can, and to be as clear as possible about what you can expect. Thank you in advance for your patience.
Finally, we are aware that this is a changing situation, and like you, we are closely following, and acting on, the latest advice from the Government and public health authorities.
For the sake of everyone in our community, and those most vulnerable in particular, we would ask you to also follow this advice. This includes common sense steps such as frequent hand washing and suppporting elderly neighbours and others at high risk.
You can find the latest NHS Guidance on this page. Please consider checking it regularly and relying on it over unofficial sources of information which may be incorrect or out of date.
Finally, our Support Centre contains answers to common questions, information and step-by-step guides for common tasks such as online banking. In some situations, you may find a solution there sooner than by calling us.