COVID 19: Frequently Asked Questions

We are grateful for the support our members are providing the nation during these uncertain times and want to reassure you that we are here to help, when you need us most. Below are some frequently asked questions from our members to help you manage your financial resilience through this difficult period.

Q1) With social distancing now in place how can I manage my credit union account?

The easiest way to manage your credit union account is registering for online account management. You can then access your account, anywhere, anytime without having to visit our branches. Register via: www.serveandprotectcu.co.uk.

Q2) How safe are my savings with Serve and Protect?

We are fully operational and are offering a full service to our members, however, rest assured like all banks and building societies, credit unions are protected by the Financial Services Compensation Scheme (FSCS).

This means, if you hold money with a UK-authorised bank, building society or credit union that fails, the FSCS will automatically compensate you up to £85,000. Learn more via: www.fscs.org.uk/what-we-cover/credit-unions.

3) Do you offer Payment Holidays?

We understand that the current situation has left some of our members in a difficult financial position and we are working hard to find a solution for those who need assistance. If you believe you have been impacted financially as a result of coronavirus, please email a summary of your circumstances and how they have changed to loans@serveandprotectcu.co.uk.

Q4) Can we still send you post, including cheques and other documentation?

We strongly encourage all members to send documents via email rather than post where possible. You can continue to make deposits online and over the phone. If you need to amend or update your personal account details, these can be processed over the phone.

You can still send us cheques and post, but it will take slightly longer to reach us. From the 19th of March, Royal Mail standard post, including Freepost, will take longer to arrive. Delays may be dependent on any further government restrictions.

For general enquiries, you can reach us on 0121 700 1222 from Monday to Friday, between 0900am and 1630pm. You can also email us via: info@serveandprotectcu.co.uk. Whilst the situation is rapidly changing, we are committed to serving you, as we continue our mission to improve the financial resilience of those who serve and protect.

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