Covid-19 is adversely impacting our service standards

We have been regularly monitoring and continue to monitor the public health information and government guidance on Covid-19. The service that we provide to our customers, business partners and the health of our employees are of the utmost importance to Scottish Friendly.

Like most businesses in the UK, Covid-19 has impacted our service levels. If you are able to contact us via our online form then please do. Your enquiry will receive exactly the same level of service as if you had called in and we will get back to you as soon as we can. This leaves our phone lines open for those customers unable to access the web.

If you need to speak with someone, please be understanding that it will take longer than usual to answer.

If we’re already dealing with your query, please avoid contacting us for updates - rest assured, our staff are processing these as fast as they can and will be in touch as soon as possible.

Whilst we remain open for business and are managing transactions as best we can, there's some information we would like to share with you.

If, as a result of the Covid-19 lockdown, you’re struggling to make payments into any of the products that you have with Scottish Friendly or you think you may run into trouble keeping up payments soon and need to stop payments for a short time, then please contact us via our online form.
If you are calling for a current valuation why not see if our tool here can help you? Or why not try our My Plans service or App?
Whilst we are still receiving mail from Royal Mail, this seems to be taking slightly longer than usual to be delivered.
Whilst our contact centre is open from 8.30 am to 5.30pm Monday to Friday, it may be necessary to close our lines during lunchtime typically between 12 noon and 2pm. We hope you understand that this is to look after our colleague's welfare. Whilst we are trying to answer most calls within 20 minutes, it is likely that due to demand this will take longer. Please avoid calling unless absolutely necessary. If you are able to contact us via our online form then please do. Your enquiry will receive exactly the same level of service as if you had called in and we will get back to you as soon as we can. This leaves our phone lines open for those customer unable to access the web.
The Government are warning the public to be extra vigilant at this time and be wary of scams related to Covid-19. Click here to view their advice.

We are sorry for the inconvenience this is causing you, but please bear with us and support to help our most vulnerable customers in these difficult times.

You will understand that as the position changes within the country, as well as public health advice changing to support this, we may have to further adapt our ways of working.

We will keep you regularly informed should any other changes be required to the way we are operating.

Thank you for your support and understanding.

What can we help you with?

We’ve pulled together a list of questions, some of which are frequently asked by our customers, to help to you. If you can’t find the answer to your question here, please contact us using our online form.

1. What is the current situation with handling customer enquiries?

Due to the coronavirus outbreak we’re protecting our friends, colleagues and community by having less staff in the office and like most businesses in the UK, Covid-19 has impacted our service levels.

Please avoid calling unless absolutely necessary and contact us via our online form instead. Your enquiry will receive exactly the same level of service as if you had called in and we will aim to respond to your enquiry within 5 working days. This leaves our phone lines open for those customers unable to access the web.

If you need to speak with someone, please be understanding that whilst we are trying to answer most calls within 20 minutes, it is likely that due to demand this will take longer.
2. Is the Scottish Friendly office currently open to take calls from customers?

Our contact centre is open from 8.30 am to 5.30pm Monday to Friday, but it may be necessary to close our lines during lunchtime typically between 12 noon and 2pm. We hope you understand that this is to look after our colleague’s welfare.

If you need to speak with someone, please be understanding that whilst we are trying to answer most calls within 20 minutes, it is likely that due to demand this will take longer and we apologise for the inconvenience this may be causing you.

Please avoid calling unless absolutely necessary and contact us via our online form instead. Your enquiry will receive exactly the same level of service as if you had called in and we will aim to respond to your enquiry within 5 working days. This leaves our phone lines open for those customers unable to access the web.
3. What options are available to me if I’m struggling to make payments into my plan or I think I might run into problems paying in soon?
4. I have an outstanding enquiry that has still not been resolved. What should I do?

If you have an enquiry we’re already dealing with on your behalf, please avoid contacting us for updates – rest assured, our staff are processing these as fast as they can and will be in touch as soon as possible.

We really want to help and protect our most vulnerable customers and would be really grateful if you could help them too. If you are able to contact us via our online form then please do. Your enquiry will receive exactly the same level of service as if you had called in and we will get back to you as soon as we can. This leaves our phone lines open for those customers unable to access the web.
5. I would like to surrender my policy but I can’t get through to anyone. What else can I do?
6. I have opened a My ISA/ Junior ISA and I’m still waiting to receive my welcome gift/ cashback offer. How long does this usually take?

If you are receiving a gift voucher then please allow 28 days after your first payment has been taken.

If you are receiving the £50 payment being made directly into the Junior ISA, please allow up to 150 days from the date you make a qualifying payment. Read the full terms and conditions here.

Please note that if it is a cashback offer, we don’t pay the cash to you, the cashback is paid by either for example, Quidco or TopCashBack and can take up to 6 months to be paid, allowing for the minimum investment level to be made and for validation and processing of your cashback. For any cash back queries, you should contact the cashback website you are registered with directly.
7. I can’t log into my My Plans account. What should I do?

If you are able to contact us via our online form then please do. Your enquiry will receive exactly the same level of service as if you had called in and we will get back to you as soon as we can. This leaves our phone lines open for those customers unable to access the web.

You can also view our online video on ‘How to log into My Plans’ which includes what to do if you forget your log in details.
8. Can I reduce or stop contributing to my ISA and if I do either, will I be penalised?

Scottish Friendly’s Investment ISAs offer the flexibility that you can reduce or stop your payments at any time and we will not penalise you for choosing to do so. Our ISA products also offer the flexibility that you can start to make contributions again at any time and to also increase your contributions. You can do all of this at the touch of a button for our My ISA and My Junior ISAs on My Plans and via our mobile app. You can find out more about My Plans and our mobile app here.

You can also view our online videos on features available to you.

Covid-19 is adversely impacting our service standards

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