Help Centre
Our Help Centre covers the topics members ask about most, including eligibility, savings accounts, loans, repayments, and account access. Use this page as a quick reference for information about NHS Credit Union’s products and services.
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Frequently Asked Questions
Loan Applications
How do I apply for a loan?
Applying for a loan is quick and straightforward. Members can complete an application online through the NHS Credit Union website or member portal. Once submitted, our team will review your application and contact you if any additional information is required.
Who is eligible to apply for a loan?
Loan eligibility is based on a range of factors, including your membership status, affordability, and individual circumstances. All applications are assessed fairly and responsibly to ensure borrowing remains manageable.
What information will I need to provide?
As part of your application, you may be asked to provide proof of identity, proof of address, income details, and information about your financial commitments. Having these documents ready can help speed up the process.
How long does the loan application process take?
Application times can vary depending on the information provided and whether any additional checks are required. We aim to process applications as quickly as possible and keep you informed throughout the process.
Will applying for a loan affect my credit score?
A credit check may be carried out as part of the assessment process. Any checks performed will be explained during your application, and our team will always lend responsibly in line with regulatory requirements.
How much can I borrow?
The amount you may be able to borrow depends on factors such as affordability, income, repayment capacity, and NHS Credit Union lending criteria. Each application is assessed individually.
What happens after I submit my application?
Once your application has been reviewed, you’ll be notified of the outcome. If approved, you’ll receive details of your loan agreement, repayment schedule, and next steps before any funds are released.
Why has my application been delayed?
Delays can sometimes occur if additional documentation or information is needed to complete the assessment. Providing accurate information and supporting documents at the time of application can help ensure a smoother process.
Withdrawls
I am trying to make a withdrawal at the weekend , and am unable to?
Members have access to their NHS Credit Union account 24 hours a day during the week and can make withdrawals either on the website or the app during this time. You are unable to make a withdrawal between 5pm on a Friday and 8am on a Monday, but you can still view your balances and transactions.
How do I withdraw money from my savings account?
You can request a withdrawal by logging into your account through the NHS Credit Union app or online member portal. Once your request has been submitted, our team will process it in line with our withdrawal policy and payment schedules.
How long does it take to receive my withdrawal?
Withdrawal requests are typically processed within the timescales outlined in our membership terms. Processing times may vary depending on when the request is submitted and whether additional checks are required.
Can I withdraw money at any time?
Members can request withdrawals from available savings, subject to the Credit Union’s terms and conditions. Certain account types, loan balances, or membership requirements may affect the amount available for withdrawal.
Why is my available balance different from my total savings balance?
Your total savings balance may include funds that are linked to an active loan, pending transactions, or other account commitments. The available balance shown in your account reflects the amount currently available for withdrawal.
How do I check the status of my withdrawal request?
You can view the status of your withdrawal request through your online account or mobile app. If you require further assistance, our member services team will be happy to help.
What should I do if I haven't received my withdrawal?
If your withdrawal has not arrived within the expected timeframe, please contact our member services team. We can provide an update on your request and help resolve any issues as quickly as possible.
Are there any limits on withdrawals?
Withdrawal limits may apply depending on your account, membership status, or any outstanding borrowing. Please refer to our terms and conditions or contact us for specific guidance relating to your account.
Membership
How will I know if my membership application has been received?
Once you submit your membership application, you should receive confirmation that it has been received. Please check your email inbox, including your junk or spam folder, for any updates from NHS Credit Union.
How long does it take to confirm my membership?
Membership applications are reviewed as quickly as possible, but timescales can vary depending on the information provided and whether any further checks are required. You will be contacted if additional details are needed.
Where can I find my membership number?
Your membership number is usually included in your welcome email or membership confirmation. You may also be able to find it by logging into your online account or mobile app once your membership has been activated.
What should I do if I haven’t received my membership confirmation?
If you have not received an update, please check your junk or spam folder first. If you still cannot find confirmation, contact the NHS Credit Union team so they can check the status of your application.
Can I access my account before my membership is confirmed?
You may need to wait until your membership has been approved and your account has been fully set up before accessing all online or app services.
Why has my membership application been delayed?
Delays can happen if information is missing, details need to be verified, or further checks are required. Providing accurate information at the time of application can help avoid delays.
Who should I contact about my membership application?
If you have a question about your application, membership number, or account access, please contact NHS Credit Union directly with your full name and any reference details you have available.
Account Access
I can’t log in to my account. What should I do?
If you’re unable to log in, first check that you’re using the correct membership number and password. If you’ve forgotten your password, use the password reset option on the login page to create a new one.
How do I reset my password?
Simply select the “Forgot Password” link on the login page and follow the instructions sent to your registered email address. If you don’t receive the email, check your junk or spam folder.
I've forgotten my membership number. How can I find it?
Your membership number can usually be found in your welcome email, membership confirmation correspondence, or within previous communications from NHS Credit Union. If you’re unable to locate it, please contact our team for assistance.
Why am I not receiving my password reset email?
Password reset emails can occasionally be filtered into junk or spam folders. If you cannot find the email after checking these folders, please contact us to verify that we have the correct email address on file.
My account is locked. What should I do?
For security reasons, your account may be temporarily locked after multiple unsuccessful login attempts. Please wait a short period before trying again or contact our team if you continue to experience issues.
Can I access my account through the mobile app and online portal?
Yes. Members can access their accounts through both the NHS Credit Union mobile app and online member portal using the same login credentials.
Who can help if I'm still having trouble accessing my account?
If you’ve tried resetting your password and still can’t access your account, please contact NHS Credit Union directly. Our team will be happy to help you regain access and answer any account-related questions.
Loan Repayment
How do I repay my loan?
Loan repayments are typically made through payroll deduction, direct debit, or another agreed repayment method. Your repayment arrangement will be confirmed when your loan is approved.
When do my loan repayments start?
Repayments usually begin according to the schedule outlined in your loan agreement. You’ll receive full details of your repayment dates and amounts before the loan funds are released.
How can I check my loan balance?
You can view your outstanding loan balance through your online account or mobile app. If you need additional information, our member services team can also help.
Can I make additional payments towards my loan?
In many cases, members can make extra payments to reduce their loan balance more quickly. Please contact us if you’d like to discuss your repayment options.
What happens if I miss a loan repayment?
If you’re unable to make a repayment, it’s important to contact NHS Credit Union as soon as possible. Our team can discuss your circumstances and help identify the most appropriate support available.
Can I repay my loan early?
Depending on the terms of your loan agreement, you may be able to repay your loan ahead of schedule. Contact us for information about your outstanding balance and any applicable conditions.
Where can I find details of my repayment schedule?
Your repayment schedule is provided as part of your loan agreement and may also be available through your online account or mobile app. This will show your repayment amounts, frequency, and remaining balance.
Who should I contact if I have a question about my repayments?
If you have any questions about your loan repayments, payment methods, or outstanding balance, please contact NHS Credit Union directly. Our team will be happy to provide guidance and support.
Opening Hours
Open (Mon-Thu)
10:30– 12pm then 2pm–5pm
Open (Fri)
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Contact Us
Tel: 0141 445 0022
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Address: 9 Dava Street, Glasgow, G51 2JA
© 2025 NHS Credit Union. NHS (Scotland & North England) Credit Union Ltd is Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. ‘NHS Credit Union Ltd’ is a registered trading name of NHS (Scotland & North England) Credit Union Ltd.