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Coronavirus (COVID-19) - We are here to help!

We understand you may be worried about the impact of coronavirus and have concerns about access to your Clockwise account and services. Which is why we wanted to assure you that we will be keeping up to date with the current government guidance and will advise you of any changes in our availability, service or branch opening hours as soon as possible via this web page and social media. We thank you for your co-operation and patience during this extraordinary time.

Last Updated: 04/05/2020

For Latest Government advice: please visit gov.uk/coronavirus.

Our Branch

A cash service is available on Monday, Wednesday and Friday mornings from 10 am to 12 noon for members who require access to cash. We will be enforcing strict social distancing allowing no more than 3 people in the branch at a time. We ask that you follow any instructions given and appreciate your co-operation.

For your safety and that of our staff the branch will be closed at all other times. Our telephone and all online services are running as normal.

Your health and safety and that of our staff and volunteers is our priority so we ask that you only visit the branch for urgent matters.

We ask that you only visit if you are not showing any of the symptoms of coronavirus. Please contact us by phone if you are unable to visit but require support to access your account.

Accessing your account

You can continue to access your account and services online, using our mobile app or by telephone.

Phone lines are open as normal, and you can call us with any queries you may have on 0116 24 23 900.

Due to the challenging times we’re all experiencing, we’re dealing with a much higher number of calls from members than normal. You may have a longer wait time and we recommend you make use of our online services when possible.

All of our services including the Engage Card, Faster Payments, Online Banking and Mobile App continue to operate as normal.

Not Registered for Online? Don’t worry we can help you get registered quickly and easily. Find out how here

Benefit Payments

We know that many of our members receive essential benefit payments into their Clockwise account. We want to reassure all members that processing of payments including transfers to the Engage Card and your non-Clockwise bank account will continue as normal.

The Government has confirmed that all benefit payments will continue to be paid as normal. You can find out more at https://www.understandinguniversalcredit.gov.uk/coronavirus

Community Access Points

Unfortunately we have had to temporarily close all of our Community Access Points. We apologise for any inconvenience and appreciate your understanding.

Supporting you financially

If you have an existing loan with us and you don’t think you’re going to be able to make a loan repayment due to being directly or indirectly affected by Covid-19, please talk to us as soon as possible. The earlier you talk to us, the sooner we can help.

We are continuing to provide new loans to support our community during this difficult time. Our loan processing times have not changed and we expect to make a decision on all applications within 1 working day.

Please apply online or using our mobile app. We are not currently accepting any loan applications in branch. If you have an urgent requirement please contact us by phone.

Stay safe from fraud

Remember, your money is safe in your account. Clockwise will never call you advising you to transfer your money to a different account. 

People are using the coronavirus outbreak as an opportunity to try new scams by email, call and text.

If you get an email with a PDF or a link that offers advice or a cure for the virus, it’s likely to be a scam.

We’ll never:

  • Ask you to download ‘remote access software’ on your computer. Never log in to your Internet Banking, even if you’re asked to by seemingly trustworthy companies or public bodies like the Police
  • Call you letting you know your money is at risk, and we’ll never ask for your PIN, password or your Internet Banking log in details.
  • Ask you to transfer money into another ‘safe’ account.

Please contact us immediately if you are asked to complete any of the above.

Lost or had your Engage Card Stolen?

If your card is lost or stolen simply login to your account and select ‘my cards’ and follow the steps on-screen.

Tel : +44 (0)1756 693 275 (calls are charged at the BT national rate).

Lines are open 7 days a week 24 hours a day

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