Finance advice during coronavirus (COVID-19)

Guidance for our finance customers

Published 20 March 2020. Updated 22 May 2020.


The AA is committed to supporting its customers through the coronavirus (COVID-19) pandemic, and we're here ready to help you.

The safety and welfare of our colleagues and customers is our priority at all times. We've provided guidance in line with the World Health Organization and Public Health England for all our colleagues. And we're working closely with financial institutions to best manage the provision of banking services if the situation escalates.

Payment breaks

Many of you are worried and have questions about your arrangements in the face of financial difficulties. We've therefore put the following arrangements in place:

  • Mortgage payment break of up to 3 months – we'll provide this option for customers who have owner-occupier or buy-to-let mortgages. You can apply for a break using this form, or call us on 0800 169 6010. As your mortgage is provided by Bank of Ireland (UK) plc you'll be redirected to their website.

  • Personal loan payment break of up to 3 months – if your financial circumstances have changed, you can apply for a break using this form. We can then find the right solution for you. As your loan is provided by Bank of Ireland (UK) plc you'll be redirected to their website. While we deal with your application, please don't cancel your direct debit payment.

  • Credit card payment break of up to 3 months – if you're struggling to make your monthly credit card payments, apply for a break using this form. As your credit card is provided by Bank of Ireland (UK) plc you'll be redirected to their website.

These offered payment breaks will not affect customers' credit files held by credit reference agencies.

Contacting us

You can use our online services to access and manage your accounts. If you do need further assistance, here's how to contact us:

Our call centre times are below. Please bear with us, our phone lines are very busy while the coronavirus crisis continues.

We want to prioritise those with immediate financial concerns. If you're planning to call us, please consider the critical nature of your enquiry to help us prioritise those who need us most.

Fraud and coronavirus

Fraudsters are exploiting the spread of coronavirus (COVID-19). To protect yourself from fraud and cybercrime, please be vigilant with phishing emails or emails with attachments that may contain malware. We want you to stay safe.

Call centre times
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday

Mortgages

9am to 5pm

9am to 5pm

9am to 5pm

9am to 5pm

9am to 5pm

Closed

Loans

8am to 7pm

8am to 7pm

8am to 7pm

8am to 7pm

8am to 7pm

8am to 2pm

Savings deposits

9am to 7pm

9am to 5pm

9am to 5pm

9am to 5pm

9am to 5pm

9am to 2pm

ISAs

9am to 5pm

9am to 5pm

9am to 5pm

9am to 5pm

9am to 5pm

Closed

Credit cards

9am to 7pm

9am to 7pm

9am to 7pm

9am to 7pm

9am to 7pm

9am to 2pm

FAQs about our loans

Payment breaks

Do you offer a loan payment break?

Many of our customers are worried about their accounts during the coronavirus situation.

Accordingly, you can request a payment break for up to 3 months on your loan contract by following the link below.

If you take a payment break we're legally obliged to send you a Notice of Sums in Arrears. This tells you that you've fallen behind with your payments and are in breach of your agreement with us.

However, this is not the case. Your account won't be in arrears as long as you make your contractual monthly payments when the payment break ends.

As your loan is provided by Bank of Ireland (UK) plc you'll be redirected to their website, where there's a simple form to enter your request.

If you want to discuss your loan first, you can call us on 0345 266 0124.

What happens if I take a payment break?

If a payment break is applied to your loan:

  • Your loan payments will be paused for 3 months.
  • After the 3 month period, we'll contact you to reassess your circumstances.
  • Your monthly repayment will remain the same after the payment break.
  • As your loan has been paused for 3 months, your final loan term will be extended by 3 months.

Will applying for the payment break affect my credit score?

No. There won't be any impact on your credit score.

What happens after I apply for a payment break?

We aim to confirm the payment break by email within 5 to 7 working days from when you submitted your application. The email will also confirm when your payments will start again.

Where we can, we'll start the payment break from your next payment. However, if your payment is due in the next few days, the payment break may start the following month.

Please do not cancel your direct debit payment with your bank, as this could have a negative impact on your credit score.

Along with the email we're legally obliged to send you a letter with a Notice of Sums in Arrears. You can be assured that your account is not in arrears, provided you make your contractual monthly payments when the payment break ends.

I've received a Notice of Sums in Arrears. Do I need to do anything?

No. We have to send a Notice of Sums in Arrears where there is a shortfall of no less than the sum of the last two payments which you were required to make. This is in compliance with the Consumer Credit Act (Section 86B). However, during the agreed payment break you're not in arrears.

If you do miss your contractual payment which becomes due when the payment break ends then the notice will become relevant. In this outcome, you should try to clear your arrears.

What if I'm not eligible for a payment break but still impacted by coronavirus?

Even if you're not eligible for a payment break, we'll still offer you support at this time. Normal arrears relief measures will apply for the period of distress.

Our call centre team can explain your options.



When is your call centre open?

Due to staffing restrictions arising from the coronavirus situation, we've had to adjust our opening hours. The times are shown above. We apologise for any inconvenience.


FAQs about our savings and ISA accounts

Can I break my fixed term ISA and withdraw my money early?

If you have a 1 or 2 year fixed rate ISA, we can help if you're facing difficult circumstances.

Supporting you is our priority, so do call us on 0333 220 5069.



Are my savings with the AA safe?

Savings products with the AA are provided by Bank of Ireland (UK) plc.

Your eligible deposits with Bank of Ireland (UK) plc are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit guarantee scheme.

The total limit is applied to the all deposits you have with the following:

  • Bank of Ireland (UK) plc
  • Post Office Money
  • Savings accounts under the AA brand provided by Bank of Ireland (UK) plc

Any deposits you hold above the total limit between these brands are unlikely to be covered.

If you've any more questions about your savings, call us on 0345 266 0001.



When is your call centre open?

Due to staffing restrictions arising from the coronavirus, we have had to adjust our opening hours. The times are shown above. We apologise for any inconvenience.


FAQs about our credit card

Can I manage my account online?

Our lines are currently very busy and we're sorry for the inconvenience. Meanwhile, you can still use our online or automated services:

  • Log into or register your account online, or download our Credit Card app from the Google Play or Apple App stores. Services include checking your balance, viewing transactions, PIN services and updating your contact details.

  • Call our 24/7 automated phone self-service on 0345 600 5606 to check your balance, previous transactions and make a payment.


Payment breaks

Do you offer a payment break?

If you think you'll struggle to make your monthly credit card payments due to the coronavirus situation, you can request a payment break of up to 3 months.

This means we can temporarily reduce your monthly credit card payment to just £1.

However, you'll still be charged interest on the full balance for each month during the payment break.

The payment break won't impact your credit score.

While a break can help short-term problems with your cash flow, do consider if it's right for you. If you can afford to pay at least your minimum payment, you should continue to do so. This will reduce the amount of interest you pay, and pay off the balance more quickly.

  • Request a credit card payment break

  • Your credit card is provided by Bank of Ireland (UK) plc, who will process this request.

    Am I eligible for a payment break?

    At the moment, we're only offering a payment break if:

    • You're up to date with your payments, or you've only missed your most recent payment.
    • Your income has been impacted as a result of the coronavirus situation.

    If you're already in arrears, or have financial difficulties that are likely to last more than 3 months, then a payment break might not be right for you. If this is the case, call us on 0345 600 5606 and we can discuss your individual circumstances.

    What should I know before requesting a payment break?

    • Only the primary cardholder can apply for a payment break.
    • You need to apply online.
    • Payment breaks aren't available by phone, except when your payment is due within the next 7 days and you need immediate financial support.


    A payment break isn't right for me but I'm still impacted by coronavirus

    If you're concerned about your ability to repay your credit card, call us on 0345 600 5606 and we can discuss your circumstances.

    For more help, the following organisations offer independent financial advice:



    Persistent debt update

    If you received a letter from us since 15 February 2020 saying your account is in persistent debt, and that your card will be suspended if you don’t contact us within 30 days, don’t worry.

    Due to the coronavirus situation, and following advice from the Financial Conduct Authority (FCA), we’re extending the deadline for you to get in touch with us until 1 October 2020.

    This means that if we don't hear from you, your card won't be suspended and you can continue to use the card for now.

    We recognise that these are challenging times. If you're having financial difficulties and are concerned about paying your credit card, do call us on 0345 600 5606.



    How can I claim for something I've paid for with my card?

    If a transaction paid for by your credit card has been affected by the coronavirus crisis, such as the cancellation of an event, you can make a claim by writing to us at:

    Chargeback Unit, AA Credit Cards, PO BOX 2138, Belfast BT1 9RX

    You'll need to include the following information:

    • 16 digit card number
    • cardholder's name
    • cardholder's address
    • your phone number
    • copies of all documents regarding the purchase
    • the name of the payee shown on your credit card or bank statement, for example easyJet, Ticketmaster
    • date of purchase – DD/MM/YYYY
    • payment amount shown on your card or bank statement

    Due to the large number of transaction claims, processing them is taking longer than usual. Please bear with us at this time.

    If you've already made a claim, there's no need to call us. We'll be in touch if we need more information.



    When is your call centre open?

    Due to staffing restrictions arising from the coronavirus situation, we've had to adjust our opening hours. The times are shown above, and we're sorry for any inconvenience.

    Meanwhile, you can log into or register your account online, or download our Credit Card app from the Google Play or Apple App stores.



    Is the contactless card limit changing?

    From 1 April, the limit for contactless payments increased to £45.

    The new limit may take some time to be introduced by retailers at this difficult period, so do bear with them.