The deferral of loan repayments — the solution we propose, how we manage it and how we communicate with customers — is one of our top priorities right now. We’re taking another step: from now on, the following information will be posted online, kept up to date, on the BT website:

• the number of requests received by BT to defer repayments
• the number of requests processed
• the number of approvals
• the number of declines

These details are especially useful for customers who have applied to benefit from these repayment deferral measures. We communicate openly and transparently about our day‑to‑day progress.

A reminder of the three ways a customer can request a deferral of repayments until May 14 this year:

• On the BT website;
• Through the BT Visual Help app (call 0264 308 000 – follow the link received by SMS – open the app and choose the deferral option), after which the bank will call customers;
• By phone, at 0264 308 080 (BT Customer Care team).

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