Coronavirus (Covid-19): support for consumers

(Financial Conduct Authority)
Last updated: 23/03/2020


We are closely monitoring the coronavirus (Covid-19) situation and taking sensible precautions to make sure consumers are protected. Read our advice below on the steps you can take to stay aware of any possible impact on your finances.

We are working closely with the Government, the Bank of England, the Payment Systems Regulator and firms to ensure markets continue to work well for consumers. As you would expect, we are in regular contact with firms to assess their preparedness and we expect them to be looking at their business continuity plans.

We will be providing regular advice for consumers and firms on the FCA website.


We are having regular conversations with insurance providers to ensure they can manage any impact of coronavirus on their operations.

On 19 March 2020, we published an update on how coronavirus could impact your insurance.

You should be aware that insurance cover differs from policy to policy. If you are unsure whether you are covered for the outbreak, you should contact your provider directly. Insurance providers should be able to clearly highlight any exclusions that may exist.

Consumers specifically concerned about their travel insurance can take a number of steps in advance to find out if they are covered:

  • Check your travel insurance wording carefully before you travel.
  • Read the latest travel advice from the Foreign and Commonwealth Office(link is external) before you leave.
  • Take some extra time to make sure the policy you intend to buy covers all your needs.
  • Contact your insurer directly before you travel if you are in doubt.


On 20 March 2020, we issued new guidance on how we expect mortgage lenders and administrators to treat customers fairly during this situation. See the steps we’ve taken to support you.


Watch out for scams related to coronavirus (Covid-19). These scams take many forms and could be about insurance policies, pensions transfers, or high-return investment opportunities, including investments in cryptoassets.

Scammers are sophisticated, opportunistic and will try many things. They are also very likely to target the vulnerable. Beware of investments that appear to be too good be true. If you decide to invest in something offering a high return or in a cryptoasset, you should be prepared to lose all your money.

To help protect yourself you should:

  • Reject offers that come out of the blue.
  • Beware of adverts on social media channels and paid for/sponsored adverts online.
  • Use the FCA Register and Warning List to check who you are dealing with.
  • Do not click links or open emails from senders you don’t already know.
  • Avoid being rushed or pressured into making a decision.
  • If a firm calls you unexpectedly, use the contact details on the Register to check that you’re dealing with the genuine firm
  • Not give out personal details (bank details, address, existing insurance/pensions/investment details).

More steps to avoid scams

If you suspect a scam, call Action Fraud(link is external) straight away on 0300 123 2040.

Contacting us

If you are looking to contact us to find out if a firm is authorised by us please check the Financial Services Register.

For all other queries including impacts of the coronavirus, please contact your product provider, their details can be found on your documentation or on the Financial Services Register.

If you need to report a scam or other fraudulent activity please email

Treating customers fairly

We are closely engaged with firms to understand the potential impacts on consumers of coronavirus. During this contact we continue to make clear that firms must treat customers fairly and consider the needs of those potentially affected by the impact of coronavirus.

We are aware some consumers may be put under additional financial pressure, so if you are experiencing payment difficulties, you should contact your credit provider or mortgage lender as soon as possible and explain your situation.

For any other financial concerns, the Money Advice Service(link is external) offers free and impartial support.

The Financial Ombudsman Service’s coronavirus page(link is external) provides guidance on the latest issues consumers are facing.

Access to cash

We are working with the Bank of England and the Payment Systems Regulator, along with Link, to ensure consumers have access to cash through the wide range of ATM n


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