bounce back loan application header image
bounce-back-loan

Bounce Back Loans

We’ve paused lending and our waiting list is currently closed.

We were accredited by the British Business Bank to deliver Bounce Back Loans to our members from 19 May 2020. Since then, we’ve lent millions in Bounce Back Loans, mainly to existing members. 

Unfortunately, due to the design of this Government support scheme, we’re currently not able to offer more Bounce Back Loans. Our CEO has explained why in full in this letter to members.

 

Our waiting list for Bounce Back Loans is currently closed

If you’re currently on our waiting list and have a question, or if you have a Tide Bounce Back Loan and need support, we’ve answered many of your queries in the FAQs below.

View the list of all lenders who offer Bounce Back Loans:
British Business Bank: all accredited lenders

At a glance: Tide Bounce Back Loans

Bounce Back Loans FAQs

Bounce Back Loans - How they work

What is a Bounce Back Loan?

The ‘Bounce Back Loan Scheme’ is a new support scheme from the Government, adding to the existing support for small businesses affected by coronavirus.

You can borrow from £2,000 up to 25% of your annual turnover, up to a maximum of £50,000 for up to six years.

For the first 12 months, you won’t pay any interest because the Government will pay it for you. You also won’t have to make any repayments in the first 12 months. There are no fees on a Bounce Back Loan – unlike other loans, you won’t pay fees to arrange the loan, to repay it early or if your repayments are overdue.

For the rest of the term of the loans, you’ll pay interest at 2.5% per year.

Bounce Back Loans are delivered only by lenders accredited by the British Business Bank. The Government provides a 100% guarantee to lenders for all eligible Bounce Back Loans, but you remain liable for all the repayments, as well as the interest after the first year.

How is a Bounce Back Loan different from a Business Interruption Loan?

The Bounce Back Loan Scheme is separate from but similar to the Coronavirus Business Interruption Loan Scheme. Both loan schemes lend money to businesses via lenders accredited by the British Business Bank.

Small businesses can be eligible for both schemes but the Government launched the Bounce Back Loan Scheme to help small businesses borrow smaller amounts more quickly, and with more generous terms.

Read more from the British Business Bank: What is the difference between CBILS and the Bounce Back Loan Scheme?

Can I have a Coronavirus Business Interruption Loan and a Bounce Back Loan?

If your business is already getting a Coronavirus Business Interruption Loan of more than £50,000, you’re not eligible for the Bounce Back Loan Scheme.

However, if your Business Interruption Loan is for £50,000 or less, you may take out a Bounce Back Loan and use the money to repay your Business Interruption Loan, as long as the money you get from the Bounce Back Loan is enough to pay back the other loan in full.

You may not hold both a Coronavirus Business Interruption Loan and a Bounce Back Loan.

How do Tide’s Bounce Back Loans work?

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

We’re offering loans under the Government’s Bounce Back Loan Scheme. Find out if you match the eligibility criteria here: Bounce Back Loans: Are you eligible?

For the first 12 months, there’s no interest to pay and you won’t have to make any repayments. After that, the interest rate is fixed at 2.5% p.a.

If you’re interested in getting a Bounce Back Loan from us, please register your interest.

We’ll email you to confirm we’ve added you to our list. If or when you can access a Bounce Back Loan from us, we’ll message you again by email or app notification.

To receive the money you must confirm that you’re eligible by signing the declaration and activating your offer. From there, you’ll have six months to withdraw a single amount up to your approved limit.

Important: the maximum you can borrow is 25% of your annual turnover in 2019

If your business was established after 1 January 2019, you should apply the 25% limit to your estimated annual turnover from the date you started your business.

You may only withdraw once. The money will go into your main Tide account straight away.

In your Tide app, you’ll be able to see the details of your Bounce Back Loan, including the date of your first repayment.

I'm still waiting for a Bounce Back Loan from Tide. What should I do now?

We’re very sorry you’ve been waiting. If you urgently need a loan, please explore the alternatives you were investigating before we became accredited, and/or apply to another accredited lender. (We made this suggestion previously due to the number of people who registered interest in our loans and the uncertainty that we could provide a loan to everyone who registered.)

When can I get a Bounce Back Loan from Tide?

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

We’re delivering Bounce Back Loans from the week commencing Monday 18 May 2020, with a phased approach. This means we’re giving access to businesses in batches.

We aim to deliver these loans to as many eligible members as possible but because we’re expecting a high demand, we can’t guarantee that everyone who joins the waiting list will be able to access Tide Bounce Back Loans.

Did you already register your interest? If not, please join our waiting list.

If you’ve already joined our waiting list, when you can access a Bounce Back Loan from us, we’ll send you an email or app notification to let you know that your offer is ready and what you need to do to take up the offer.

What do I need to provide to get access to a Tide Bounce Back Loan?

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

  • If you’re already a Tide member…
    Because you already have an account with us, we already have information about you and your company which we can use to give you access to a Tide Bounce Back Loan.
  • If you’re not already a Tide member…
    You’ll need to create a free Tide account to receive the money and manage the repayments, but you won’t need to switch your business bank account to Tide. We’ll use the information you give us in the application process to decide whether we can give you access to a Tide Bounce Back Loan.

If we need more information or documents from you before we can give you access to a Bounce Back Loan, we’ll be in touch.

If we give you access to a Tide Bounce Back Loan, you’ll have to successfully complete a self-declaration form confirming your eligibility and accept our Bounce Back Loan Terms and Conditions before you can withdraw the funds.

Read more: FAQ: Is my business eligible for the Bounce Back Loan Scheme?

What’s the interest rate on Tide’s Bounce Back Loans?

Like all Bounce Back Loans, you won’t pay any interest for the first 12 months because the Government will pay it for you.

After that, the interest rate is fixed at 2.5% p.a.

How much can I borrow with a Tide Bounce Back Loan?

You can borrow from £2,000 up to 25% of your annual turnover in 2019, up to maximum of £50,000.

If your business was established after 1 January 2019, you should apply the 25% limit to your estimated annual turnover from the date you started your business.

I’ve only been trading since 1 February 2020. Will my Bounce Back Loan amount be based on my expected annual turnover?

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

Your Bounce Back Loan amount will be based on your estimated annual turnover for 2020 which we’ll ask you to provide before you accept Tide’s Bounce Back Loan Terms and Conditions and withdraw the funds.

The maximum you can borrow will be 25% of your estimated annual turnover for 2020, up to £50,000.

Can I borrow more money?

The maximum you can borrow as a Bounce Back Loan is 25% of your annual turnover in 2019, up to a maximum of £50,000.

If you need more than this, you could apply for a Coronavirus Business Interruption Loan.

Remember, you may only hold one Bounce Back Loan, and with only one lender, and you aren’t allowed to have both a Coronavirus Business Interruption Loan and a Bounce Back Loan.

I’ve activated my Tide Bounce Back Loan offer, does my offer expire? Is there a deadline on when I can withdraw the money?

When you activate your offer, you then have six months to withdraw. And remember, you can only withdraw once.

Bounce Back Loans - Eligibility

Is my business eligible for the Bounce Back Loan Scheme?

You’re eligible for a Bounce Back Loan if your business:

  • is based in the UK
  • was established on or before 1 March 2020
  • has been negatively affected by coronavirus
  • earns 50% or more of its income from trading
  • will use the loan money as working capital or to invest in your business

If your business was an ‘undertaking in difficulty’…
You’re eligible if you certify that taking out a Bounce Back Loan won’t breach state aid rules and that you won’t use the loan for export-related activities.

 

You aren’t eligible if your business is:

  • a bank, insurer or reinsurer
    (but insurance brokers are eligible)
  • a public-sector body
  • a state-funded primary or secondary school
  • going through a bankruptcy, debt restructuring or liquidation
  • receiving or has applied for a Bounce Back Loan from another lender
  • already getting a loan from the Coronavirus Business Interruption Loan Scheme.
    However, you can take out a Bounce Back Loan and use the money to repay the Business Interruption Loan in full.

 

To find out if you can access a Bounce Back Loan from Tide, open your Tide app and go to More > Credit > Bounce Back Loan 

If you’re interested in taking out a Bounce Back Loan with us and you don’t see it in your app, please join our waiting list.

I’m a sole trader. Can I get a Bounce Back Loan from Tide?

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

Yes, we’re considering limited companies and sole traders for Bounce Back Loans.

If I’m not eligible, will you tell me?

Yes, we’re emailing members if we won’t be able to offer a Bounce Back Loan.

My Tide account has a negative balance. Does this affect me getting a Tide Bounce Back Loan?

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

Yes. We can’t offer you a Bounce Back Loan if your Tide account currently has an unauthorised negative balance or if you have an overdue debt to Tide Capital Limited or Tide Platform Limited.

Are you already on the waiting list for a Tide Bounce Back Loan? Whether you’ve already joined the list or not, to make sure you’re eligible you must pay into your account so it has a positive balance, or repay what you owe.

You’ll still need to meet all the other eligibility criteria and remember, we can’t guarantee to offer Bounce Back Loans to everyone on our waiting list.

Your website said we have to be ‘pre-approved’ for a Tide Bounce Back Loan. What does this mean and why are you no longer using this phrase?

When we launched our Bounce Back Loans, we said that after you registered your interest, you’d get a notification if we were ‘pre-approving’ you for a loan. We decided this was confusing – it’s a phrase we use internally at Tide but it’s not a normal expression that makes sense to everyone – so we stopped using it.

‘Pre-approved’ just means that based on the information we already have about you, we can offer you a loan subject to you successfully completing  the self-certification questions. It’s as straightforward as that. If we need any extra information from you, we’ll be in touch.

Bounce Back Loans from all lenders are self-certifiable – you have to confirm your eligibility for the loan, for example by confirming that your business has been negatively affected by coronavirus.

Do I have to give a personal guarantee?

No – you won’t be asked to sign a personal guarantee on a Bounce Back Loan. 

The Government guarantees 100% of your loan with your lender, but you remain liable for all the repayments, as well as the interest after the first year.

Do I need to activate my Tide card to get a Bounce Back Loan from Tide?

No, you don’t need to activate your Tide card to be eligible for a Bounce Back Loan from us.

Can I get more than one Bounce Back Loan?

No. You may only hold one Bounce Back Loan, and with only one lender.

It isn’t possible to ‘top up’ a Bounce Back Loan with more money.

I’ve applied for a Bounce Back Loan with another lender. Should I withdraw my application with them?

You can only take out one Bounce Back Loan.

If you’re currently in the process of applying for a Bounce Back Loan with another lender or if you have received a Bounce Back Loan, you should not register your interest in a Bounce Back Loan from Tide.

If you withdraw your application for a Bounce Back Loan with another lender or if you’re rejected, then you’re welcome to register for our waiting list.

I own more than one business. Can I get more than one Bounce Back Loan?

It depends. Government rules state that you may only have one Bounce Back Loan.

If you’re a sole trader, this means one per person.

If you’re a Director of a limited company, this means one per limited company or group. Two or more companies form a ‘group’ when one or more are subsidiaries of another, or when your companies come under the same holding company.

If you operate as a sole trader and are also the Director of a limited company, then you may have one for your sole trader business and one for your limited company.

My company X has been offered a Tide Bounce Back Loan. Can I swap it to my company Y instead?

No. We can’t swap a loan offer to a different company. The loan offer is based on the eligibility of that company, so we assess each company separately.

Your other company will still be on the waiting list. To find out if we can give you access to a loan for your company, you’ll need to wait. Remember, we can’t guarantee to offer a Bounce Back Loan to everyone on our waiting list.

I have a Flexible Balance on my Tide account. Can I get a Bounce Back Loan?

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

Yes, it’s possible to have both a Flexible Balance and a Bounce Back Loan with us.

To find out if you can access a Bounce Back Loan from Tide, open your Tide app and go to More > Credit > Bounce Back Loan

If you don’t see Bounce Back Loan in your app, please join our waiting list.

Bounce Back Loans - Priority

When will I get a loan from Tide? I need a loan right now.

We want to let you know exactly when you can expect to get a Bounce Back Loan from us. So far we haven’t been able to predict dates because offering these loans is completely new to us and there are many variables. Instead of disappointing you, we asked you to wait.

We know you need more certainty, but as with all other lenders, getting a Bounce Back Loan  depends on a number of factors. These include:

  • Government rules on eligibility
  • checks including anti-fraud and Know Your Customer (KYC)
  • our lending capacity
  • raising money to finance the loans

When you look at this process as a whole, it isn’t as simple as flicking a switch. The Tide team is working round the clock to align these factors to offer loans to as many of you as possible, as fast as possible.

Because of these factors, we can’t guarantee that we’ll be able to offer a Bounce Back Loan to everyone on our waiting list. We stated this on the webpage where you registered your interest.

If you need a loan and can’t wait, you can also apply or join waiting lists with other lenders. This is because you don’t ‘apply’ for a Bounce Back Loan with Tide, you join our waiting list. (Remember, you can only have one Bounce Back Loan.)

I need a loan right now. Who else can I ask for help and/or financial support?

For a Bounce Back Loan, you can apply or join waiting lists with other accredited lenders. This is because you don’t ‘apply’ for a Bounce Back Loan with Tide, you join our waiting list. (Remember, you can only have one Bounce Back Loan.)

To find out what other Government support is available for businesses negatively affected by coronavirus, ask our chatbot: Eligibility checker

If you’d like to help us campaign to get direct access to funding from the Government for Bounce Back Loans, please email your local MP.

How are you prioritising people to receive access to Tide Bounce Back Loans?

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

As with all new features, we need to make sure we scale effectively and offer the best experience for our members to access the loans. As always, we beta-launched with a select number of limited companies who had been a member of Tide for a while, before making the loans available more widely.

The first batch received offers of Bounce Back Loans from us on 19 May. Since going live, we’ve been learning and improving our Bounce Back Loans and getting ready to ramp up.

Unfortunately, we can’t guarantee everyone who registers will be able to get a loan from us.

I registered interest on the first day. Why aren’t I nearer the front of the queue?

After we launched the registration page on our website, we emailed all Tide members to let them know. Within the first day we had more than 15,000 registrations, so if you signed up on the first day or two, that’s why there are thousands of people ahead of you in the queue.

Why aren’t you prioritising people for a Bounce Back Loan based on how urgently they need the loan? 

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

This would have been ideal. Unfortunately there are so many businesses in difficulty and we don’t want to delay lending by building a method to assess who is more in need.

We know how important these loans are for all businesses who’ve registered interest and we believe that the fairest and fastest process is to work through the waiting list.

Why aren’t you prioritising existing members? Why hasn’t Tide closed applications for new accounts?

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

The Bounce Back Loan Scheme is a Government initiative open to all eligible small businesses. We believe it isn’t fair to discriminate against new customers so that’s why any small business owner can still apply for an account with us, and if they wish, register their interest in getting a Tide Bounce Back Loan.

Almost 90% of the businesses on our waiting list are existing rather than new members.

I’m a Tide Plus / Premium member. Do I get priority for a Bounce Back Loan?

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

No, we’re not giving priority for Bounce Back Loans to members on any of our different membership plans.

Tide Premium members already get a Flexible Balance and some have a Credit Line. Do they automatically get a Bounce Back Loan? They’re paying for Premium service so why don’t they get priority?

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

The Bounce Back Loan Scheme is a Government initiative open to all eligible small businesses. We decided the most fair thing to do was to offer Bounce Back Loans to as many businesses as we can. That’s why we’re not prioritising people for loans based on what Tide membership they have.

The monthly charge for Plus and Premium membership is for an enhanced service to support your growing business and for extra perks you don’t get with our free basic membership.

Are you prioritising limited companies over sole traders?

Update (7 July 2020): We’ve paused lending and our waiting list is currently closed. 

The beta-test members who first received Tide Bounce Back Loans were limited companies. When we announced this, we’re sorry if this was confusing and it seemed like we’d offered loans to all limited companies who’d registered.  Our small beta-test batch were owners of limited companies who had been Tide members for a while.

Since then, the Government has made changes to the law about Bounce Back Loans so that all accredited lenders can lend to sole traders as well as limited companies. We’re delighted about this update to the rules because we know it’ll help so many of you who’ve told us you’ve ‘fallen down the cracks’ of the support from the Government. We’re now working on making the loans available to our sole trader members as soon as possible.

Bounce Back Loans - Repayment

When will my repayments start from the Bounce Back Loan?

Your first repayment will be due in the thirteenth month after you receive the money. You’ll be able to see this in your Tide app.

You can choose to repay earlier if you wish – there’s no early repayment fee.

How do I make repayments on my Tide Bounce Back Loan?

We’ll take the repayments automatically from the Tide account into which you received the loan money.

It doesn’t matter if you use another business account for your banking but you must make sure there’s enough money in your Tide account when your repayments are due.<

You can choose to repay earlier if you wish – there’s no early repayment fee.<

Can I repay my Bounce Back Loan early?

Yes, you can choose to repay all or part of the loan earlier if you wish.

There’s no early repayment fee.

I can’t make a repayment - what should I do?

If you’re concerned you won’t be able to make a repayment on your Bounce Back Loan, let us know as soon as possible by emailing: collections@tide.co We’ll talk over the options and work out a repayment plan.

Bounce Back Loans - Tide service

Why are you no longer lending?

Over the last month, we’ve been working with a large number of financial institutions to secure funding to lend through the Bounce Back Loan Scheme.

However, the design of the Government’s Scheme doesn’t meet the requirements of our prospective funding partners to be able to provide the capital for us to lend to you.

Oliver, our CEO, has explained this in full in this letter to members.

Why are you only closing the waiting list now?

Our aim has always been to offer a Bounce Back Loan to every eligible business who registered their interest with us. The Government scheme is open to all eligible small businesses and they stated that you should have speedy access to this urgently-needed money. We believe in this sentiment and we want to help as many of you as possible. That’s why our waiting list remained open while we negotiated with financial institutions to secure the funding for our loans.

However, we knew demand would be high so on the page where businesses registered with their email address, we stated that we might not be able to offer a loan to everyone who registered.

If you’re already registered on our waiting list:

  • you remain on our waiting list
    If you’ve secured a loan with another lender, there’s no need to contact us to be removed from the list.
  • you may apply or join a waiting list with another lender
    This is because ‘registering interest’ is not the same as ‘applied for’. (Under the Bounce Back Loan Scheme rules, you can’t ‘apply for’ a loan with more than one lender.)

 

If and when the Government grants direct access to funding for lenders, we’re ready to lend at scale. We’ll be able to re-open our waiting list and launch our waiting list tracker, so you can find out your eligibility and position. If and when this happens, we’ll update everyone on our waiting list by email.

When might Tide be able to resume offering Bounce Back Loans?

We don’t know. We’ve asked the Government to make changes to the Scheme that would allow us to begin lending again. These changes are unlikely to be in place in the very short term so if you urgently need a loan, please explore the alternatives you were investigating before we became accredited, and/or apply to another accredited lender.

Why has Tide waited so long to tell us you’re pausing lending?

We’re sorry you’ve had to wait. We only decided to pause lending on 7 July and as soon as we made the decision, we told our members.

Since we became accredited in May, we’ve been negotiating with many financial institutions to secure funding for our Bounce Back Loans. And for weeks, we’ve been campaigning for the Government to adjust the design of the Bounce Back Loan Scheme so that lenders like Tide can receive funding directly from the Government. These negotiations are complex and we’re sorry we haven’t been able to proceed faster.

On 7 July, we weren’t able to secure the funding we needed. We’re devastated. We decided to pause lending and we told our members immediately.

The Government hasn’t yet made a decision to change the Scheme but we’re hopeful this will happen soon.

Why is Tide not implementing the Chancellor’s promise that Bounce Back Loans are available to all eligible small businesses?

We’re very much trying to!

Bounce Back Loans are 100% guaranteed by the Government but not funded by the Government. ‘Guaranteed’ means that if the lender doesn’t collect the loan, the Government reimburses the lender.
Because the Government doesn’t provide the money we need to loan to small businesses as Bounce Back Loans, we have to raise the money elsewhere.

Since we became accredited in May, we’ve been negotiating with many financial institutions. The design of the scheme means that we haven’t been able to secure funding.

On 7 July, we decided to pause lending. We’re devastated, and we hope the Government will soon change the design of the scheme to grant us direct access to funding to loan to our members as Bounce Back Loans. You can read more about what we’re doing in this letter from our CEO.

Why can’t you tell me my position on the Tide Bounce Back Loan waiting list?

We paused lending on 7 July so at the moment, regardless of your position on the waiting list, we’re not lending to anyone. To enable our Member Support agents to help more people with their day-to-day banking, we decided that we won’t be answering queries about where you are in our Bounce Back Loan waiting list.

If you’re already registered on our waiting list:

  • you remain on our waiting list
    If you’ve secured a loan with another lender, there’s no need to contact us to be removed from the list.
  • you may apply or join a waiting list with another lender
    This is because ‘registering interest’ is not the same as ‘applied for’. (Under the Bounce Back Loan Scheme rules, you can’t ‘apply for’ a loan with more than one lender.)

If and when the Government grants direct access to funding for lenders, we’re ready to lend at scale. We’ll be able to re-open our waiting list and launch our waiting list tracker, so you can find out your eligibility and position. If and when this happens, we’ll update everyone on our waiting list by email.

What happened to the waiting list tracker you were working on? Why didn't you launch this so we could find out our position?

We’re very sorry you’ve been waiting. We were ready to beta-launch our tracker so you could find out your eligibility and position in our waiting list. While our tech team was building the tracker, we were in talks with financial institutions to finance our Bounce Back Loans. Until we had more money secured to lend, there was no point launching the tracker.

If and when the Government grants direct access to funding for lenders, we’re ready to lend at scale and we’ll be able to launch our waiting list tracker.

Did Tide only become an accredited lender to gain new members?

No. Tide exists to support small businesses so when, in March, the Chancellor announced support for SMEs in the Budget, we immediately expressed our interest in becoming an accredited lender for the Coronavirus Business Interruption Loan Scheme (CBILS). We pursued this application until the Bounce Back Loan Scheme (BBLS) was announced in April. This scheme is much better suited to our members so we switched our application.

The Bounce Back Loan Scheme is a Government initiative open to all eligible small businesses. We believe it isn’t fair to discriminate against new customers so that’s why any small business owner could apply for an account with us, and if they wished, register interest in getting a Tide Bounce Back Loan.

We’ve gained some new members but in fact almost 90% of the businesses who joined our waiting list were existing rather than new members.

I’ve put the wrong annual turnover for my bounce back Loan and didn’t realise. Can I increase my limit?

Yes. If you have realised you have made a mistake and entered in your turnover incorrectly or the amount available does not look right, contact us in the app immediately and we can look to reset your loan. Unfortunately, if you withdraw your loan before you contact us, we are unable to help you so make sure you do not withdraw first.

My balance limit is too low for my Tide Bounce Back Loan. How can I withdraw the loan?

If your account balance is too low, we will try to send the funds to your additional account. We are working on a solution during the application process where we can open a sub-account on your behalf to allow you to withdraw your Tide Bounce Back Loan. This will only apply for Registered Businesses, for Sole Traders we are still busy finding another solution for this.

If you need to transfer the money out, remember that your transaction limits stay the same.

To check your account and transaction limits, go to More > Accounts in your Tide app.

Is there a 'cooling-off period' with Bounce Back Loans?

There is no ‘cooling-off period’ needed. When approved, you have six months to decide whether you wish to draw down on the loan. After you’ve drawn down, if you decide you no longer need the Bounce Back Loan, you can repay it at any stage. There’s no early repayment fee and if paid within 12 months, you won’t pay any interest.

I withdrew less than I wanted. Can I go back and withdraw more?

No. When you get your Bounce Back Loan offer from us, you may only withdraw once. Given how important this is, we remind you in our app before you withdraw.

We’re sorry you made a mistake but unfortunately, under this Government Scheme, we can’t allow you to withdraw more.

If you believe you weren’t able to withdraw the amount you wanted due to a technical error on our part, message us in the app and we’ll investigate.

Have any businesses already received Bounce Back Loans from Tide?

Yes, we’ve offered Bounce Back Loans to a large number of members and the majority of them have already withdrawn from their loan offer.

We want to be open and clear about what’s happening. Our CEO Oliver Prill has written to all members to update you about our Bounce Back Loans:

Tide Bounce Back Loans / Update 3 / A letter to all members (7 July 2020)
Tide Bounce Back Loans / Update 2 / A letter to all members (10 June 2020)
Tide Bounce Back Loans / Update 1 / A letter to all members (22 May 2020)

I’ve had a message saying I can get a Tide Bounce Back Loan, but I can’t see it in the app...

Make sure you’re using the most up-to-date version of the Tide app.

To do this, go to your app store and search for ‘Tide’. In the app page, if it says ‘Update’, please select this. When the update is complete, open your Tide app and go to More > Credit > Bounce Back Loan

Still can’t see Bounce Back Loan in your app? Please send us a message in the app and we’ll investigate.

How do I remove myself from the waiting list?

If you’ve applied for a Bounce Back Loan elsewhere, or you no longer want a Bounce Back Loan from Tide, it’d be helpful if you could let us know. Message us by email (hello@tide.co) or in the app and we’ll remove you from the list.

I already have a Tide Credit Line - can I switch the money I owe Credit Line to a Bounce Back Loan?

Not yet but we’re working on it.

If you’re interested in switching the amount you owe as part of your Credit Line to a Bounce Back Loan, let us know by email: hello@tide.co

How is Tide funding these Bounce Back loans? Isn’t it Government money?

Great question! The Bounce Back Loan Scheme is 100% guaranteed by the Government. ‘Guaranteed’ means that if the lender doesn’t collect the loan, then the Government has to reimburse the lender. It doesn’t mean the money is given to lenders by the Government.

All loans that we provide through the Bounce Back Loan Scheme are funded by Tide and not the Government. This means we have to raise the money we lend through the Bounce Back Loan Scheme. Because the Government guarantees the loans, they need to have control over how much all accredited lenders are lending.

Why can’t I call the phone number on my Tide card to ask about Bounce Back Loans?

The phone number printed on Tide cards is for PPS, our card issuer that manages lost, stolen or damaged Tide cards – they can’t answer queries about Bounce Back Loans.

All the information about Bounce Back Loans is available for you on the Bounce Back Loans page and in Support and FAQs. We post regular updates on the Tide blog.

If you’re on our waiting list, please wait and we’ll contact you when you can access a Bounce Back Loan from us. For any urgent Bounce Back Loan queries or problems withdrawing your loan, message us in the app and our Member Support team will reply as soon as they can.

Read more: You said you’ve been getting many more messages and calls than normal. What are you doing to answer all the queries?

You said you’ve been getting many more messages and calls than normal. What are you doing to answer all the queries?

We’ve increased our Member Support team to make sure we can respond to all members who need our help, whether you’re asking about the loans or anything else about using Tide.

As well as hiring more staff and training them quickly, we reorganised our priorities so that Tideans (our word for Tide staff) from across the company were able to jump in to help our Member Support team.

We’re working 24/7. Because we’re working remotely to comply with coronavirus guidelines, there are more of us able to help and for more hours.

I’ve seen some abusive posts on social media. What is Tide doing about that?

We know this is a stressful time and many people are within days or weeks of losing their businesses. The majority of the 40,000+ people on our Bounce Back Loans waiting list have been very patient. We appreciate this and we’re working as fast as we can.

We support free speech but if anyone posts messages that are abusive, wrong or threatening, we’ll take steps to address this and protect our staff.

Some of you have told us that some lenders appear to be prioritising customers who are vocal on social media. We believe the fairest way to work is in order through our waiting list – voicing impatience or frustration on social media doesn’t make someone a higher priority for a loan than everyone else.

Something’s not right, how do I complain?

We’re sorry you’re not happy – did you give us a chance to sort it out? Please message us in the app or by email hello@tide.co

We set out our complaints handling procedures and the rights you have to complain to the Financial Ombudsman Service in our Tide Terms.

Read more: FAQ: How do I make a complaint?

Important information

About the Bounce Bank Loan Scheme

British Business Bank logoThe Bounce Bank Loan Scheme (BBLS) is managed by the British Business Bank on behalf of and with the financial backing of the Secretary of State for Business, Energy and industrial Strategy (BEIS). British Business Bank PLC is wholly owned by HM Government and is not authorised or regulated by the Prudential Regulation Authority (PRA) or the Financial Conduct Authority (FCA). Full details on the Bounce Back Loan Scheme and the list of participating lenders can be found on the British Business Bank website: www.british-business-bank.co.uk

Our commitments to you

While you have the loan with us, we will:  

 

Missed or late payments

If you don’t make a required loan repayment on time, you’ll have a reasonable amount of time to make the payment.

We will not treat the missed payment as an event of default under the loan if is remedied by you within this period.

After this deadline, we may:

A failure to make payments under the loan when these are due may impact your credit score, which may reduce your ability to access further lending in the future.

 

Your information rights

We promise to make sure we give you the information you need throughout the lifetime of your loan and in a way that is clear, fair and not misleading.

In particular, we’ll give you:

 

Complaints

We set out our complaints handling procedures and the rights you have to complain to the Financial Ombudsman Service in our Tide Terms. You can also read more in our FAQ: How to raise a complaint.