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In light of the ongoing situation relating to COVID-19, we are taking the necessary steps to protect our colleagues and continue to provide services to members.
We’re having to do things a little differently to maintain services to members so it may take longer than usual to respond to your calls, emails and online and postal requests. In addition, with a number of colleagues working from home we are not able to issue cheque withdrawals with immediate effect. Instead please request a bank transfer to a bank account in your name.
We're currently operating a reduced-hours telephone service, with lines open Monday to Friday (except bank holidays) between 10am and 2pm only. So that we can support those in the most vulnerable situations we ask that you only call if your enquiry is urgent. You can still use our online service or email [email protected] or [email protected] for non-urgent queries (please remember not to share any sensitive information like bank details in your email). If you would like to speak to us it may take some time for us to answer.
Given the challenges of handling mail, we are also recommending you use the online service wherever possible to avoid unnecessary delays.
Keeping updated on our service availability
- Please continue to check our website regularly for updates.
- We may send you email updates about our service availability during the current challenging times. If you haven’t already provided us with an email address so we can keep you updated by email please do so by emailing [email protected] or [email protected] along with a contact phone number. We will call you back to go through security to confirm your email address.
- You can also register to use our online service by clicking on the ‘Register’ button.
Supporting you if you're impacted by coronavirus
We’re committed to supporting members who are worried about their finances as a result of coronavirus. If you are experiencing or foresee any financial difficulty, please get in touch as soon as possible by emailing us at [email protected] or [email protected]. You can also call us on 01535 650 770.
Members with savings accounts
If you require urgent access to your savings or need further assistance please do not hesitate to contact us. We'll be happy to discuss how we can support you.
Members with Ecology mortgages
We will look at every situation on an individual basis to understand how we can support you. Amongst other options we may be able to offer you a payment holiday on your mortgage of up to three months. This option isn’t suitable in all situations and where payments are deferred for a time you will need to make up these repayments in the future, which could be over the remaining term of the mortgage.
If you would like to request a mortgage payment holiday please email us at [email protected], providing your mortgage account number and the best contact number for us to reach you (please do not provide any additional background information at this stage). Once we've received your email, we'll be in touch to discuss your individual circumstances.
Please remember that our colleagues are also affected by the current situation so we thank you for your patience and understanding at this time.
Stay safe from fraud
Criminals use exceptional circumstances like the current COVID-19 situation as a chance to pose as employees of a genuine organisation, such as building society / bank staff and police officers and target you for fraud scams.
Criminals pretend to be from your building society, bank or the police and claim they are dealing with coronavirus-related issues that require you to respond by paying money or providing personal information that will allow them to access your account.
They often use pressure tactics to stop you thinking about what they want you to do for them.
To be clear, a building society will never:
- Ask you to disclose your PIN number or other passwords for your accounts
- Encourage you to move funds from your own account into a different 'safe' account
- Encourage you to order and pay for UK cash via the phone or internet.
- Charge up-front fees for repayment holidays
- Make home visits to collect mortgage arrears on your doorstep
- Demand an immediate payment of mortgage arrears over the phone
- Demand payment of mortgage arrears via email providing you with a link through which to make payments.
Individuals who approach you saying that they are building society employees and who pressurise you in the ways outlined above are criminals.
Stop – Take a moment to think.
Challenge – Don’t be afraid to ask questions or to say “No” and end the conversation.
Protect – Contact the building society or the bank from which you have made a payment immediately if you think that you have been the victim of fraud.