We're here to support your business
We understand that these are uncertain times, and many of you may be worried. We want to assure you that looking after our customers and colleagues is our number one priority, and we are closely following advice from government and the relevant authorities to make sure that we are prepared.
If you’re concerned about being affected financially or being unable to get to the bank due to coronavirus (COVID-19), we’re here to help. We will use this page to let you know of what help and support is available, and to give you updates on our services.
Help with managing your financial agreements
We know you may be worried about the impacts of the coronavirus (COVID-19) and we want to support you through this difficult time. We have put a range of options in place to support you and your business if you’re experiencing financial difficulties as a result of the outbreak, which could include a repayment holiday.
Please bear in mind that we’re currently experiencing a high number of enquiries across all of our teams, which means response times may be longer than normal. If you are submitting a new request for a payment holiday we aim to call you back within 24 hours.
If you have received an e-mail confirming that your request has been agreed, please bear with us. Due to the exceptionally high number of customer requests we have received, we are experiencing significant delays in issuing documentation. Please rest assured we are working as quickly as possible to clear the backlog. In the meantime, if you receive any missed payment letters regarding payments after March 1st 2020, these can be disregarded.
Read our coronavirus guide for practical steps (PDF, 71 KB) you can take to help your business, and how we could help.
If your enquiry is specifically about a repayment holiday, you can register for a call back here.
If your enquiry is specifically about an early settlement or clearance confirmation request you can complete this form to get the fastest response.
New business and other enquiries
For new business enquiries, you can visit us at Lombard.co.uk or contact your local relationship manager. Our sales teams are still contactable via email, phone and video call.
For wider queries, you may need to contact our customer services team. To ensure we protect the wellbeing of our staff and their families and in light of new Government measures relating to social distancing and non-essential travel, we have made the decision to close a number of our customer service centres to allow staff to work from home. As a result, it’s been necessary to temporarily suspend the customer service phone lines and look to alternative ways to continue to serve our customers in the most efficient way possible. Until further notice, we are asking for customers to contact us through email and web chat; details are listed below. If we need to speak to you regarding your request, we will arrange to call you using the number we hold on our records.
To ensure your query is directed to the right team able to help you as quickly as possible, please forward your query, noting your agreement or contract number to the relevant contacts below:
- For queries about a new agreement we are processing for you, contact LombardDocuments@lombard.co.uk
- For any other queries about an existing agreement, contact: firstname.lastname@example.org
- For financial settlements complete this form to get the fastest response
Alternatively, you can also contact our Customer Services team through webchat on www.lombard.co.uk