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Coronavirus: support for Saga Savings accounts provided by Goldman Sachs International Bank

To all our customers: latest update

Like you, we are closely monitoring COVID-19 around the world, and we hope that you and your loved ones are safe. While the situation around the coronavirus outbreak develops, we're continuing to adapt the ways we work so that we best protect our employees and our customers.

In light of the new restrictions put in place by the government, we've made arrangements for our Customer Care Team to continue serving you, while looking after their safety and wellbeing.

At the moment, we're expecting that we may experience delays in deliveries reaching us by post. If you send us something in the post - including a cheque - it may take some time to reach us. You can find guidance on other ways to add money to your account by visiting our help page.

If you do send us a cheque, please make sure that you make it payable to Goldman Sachs International Bank and write your Saga Savings sort code and account number on the back of the cheque. If you don't, we'll have to return it, which will cause further delays.

We want you to know that we're as committed as always to providing you with excellent customer service during the uncertain times. Below you can find answers to questions you may have about how we're responding to COVID-19, as well as questions related to your account.

How has coronavirus affected Saga Savings?

We want to reassure you that all our systems are operating as normal and that your account and your money are safe. We've made arrangements for our Customer Care Team to be able to serve you while adopting social distancing. Our goal is to ensure the safety and well-being of our employees, while maintaining high levels of service for our customers.

How can I access my money?

If you're in unexpected or challenging circumstances that mean you need urgent access to your money, please contact us.

If you hold an Easy Access Savings Account, you can still access your money online and log in to make withdrawals and manage your account. You can also still phone our call centre as usual, but you may experience longer waiting times and find it more convenient to manage your account online.

Can I still contact you by phone?

Yes, our call centre is open – although you may have to wait a bit longer than you normally would to speak to someone. As the impact of coronavirus continues to be felt more widely, there's extra pressure on our team and we've noticed pressure on the phone networks too.

Because of this, we're asking you wherever possible to use our website first. You can find answers to questions you might have about your account or money on our help page. If you do need to speak someone on the phone, you can call us between 8am and 8pm, Monday to Friday (excluding bank holidays).

If you dial and hear a busy tone, please try again. We've noticed a lot of pressure being placed on mobile phone networks at the moment and sometimes it can take a few tries to get through.

Can I email you?

If you have a specific query, you can email us at ContactSagaSavings@gs.com. Please don’t include any sensitive information in your email, such as your password or PIN. This is important to protect the security of your account. 

Please make sure you email us from the email address you use to log into your Saga Savings account, so that we can easily locate your account to answer your query.

Keeping your money safe

Your security is important to us - we always take measures to safeguard your personal information and account details.

Unfortunately, scammers and cybercriminals may try to take advantage of the evolving coronavirus situation. Here are some steps you can take to protect yourself:

• Look out for suspicious emails and text messages that may impersonate a company, charity, or the government, or ask you to click a link requesting personal information. 

• Make sure you know who you’re talking to before giving out any personal information. Remember, we’ll never ask you for your full PIN or password or ask you to move money from your accounts.

• Be especially wary of any communication that adds to the sense of alarm and urges you to take immediate action, or offers COVID-19 vaccines or cures.