I am currently facing payment difficulties. What help can I get?
If you are experiencing financial difficulties or find yourself affected by the ongoing crisis, it is important that you get in touch with us in good time. We will work with you to provide support tailored to your individual circumstances.
Please click here for specific Covid-19 guidance.
What options do you have available?
Depending on your personal or household circumstances we have a number of different options available. We would like to take the opportunity to review your financial circumstances by completing an income and expenditure assessment. From this, we will be able to work with you to agree the most suitable solution tailored to your individual circumstances.
You can find out the best contact details to reach us on here.
What happens during any arrangements I make?
There are many different scenarios, however, as part of our conversation with you, we will explain the next steps, consequences, and how regularly the situation will be reviewed. We would however always encourage you to keep in touch, especially if your situation changes. It is much easier to provide help and support if we maintain regular communication.
What happens at the end of any arrangement we have agreed?
If you are continuing to have payment difficulties and are worried about resuming normal payments, we would encourage you to contact us in good time so we can set up a tailored plan to help you get back on track.
If you can start to make repayments, in full or in part, then it is in your best interest to do so.
Will my credit file be impacted?
Where customers require support, this will be reflected on their credit files in accordance with normal reporting processes. This will help ensure lenders have an accurate picture of the customer’s financial circumstances and reduce the risk of future unaffordable lending.
Managing your account
For any urgent enquiries, e.g., about a payment that is due within the next two working days, we encourage you to call us. For non-urgent enquiries, you can always send us an email. You can find out the best contact details to reach us on here.
Debt advice and money guidance
Managing finances can become overwhelming for some especially due to the current pandemic we are in. It can be tough acknowledging you have a problem but the sooner you seek advice, the better. If you find yourself struggling, please refer to our debt advice and money guidance webpage for help.
Emotional support can come from different kinds of people at different times; sometimes the best support can be a friendly gesture, someone there to listen, or a friend’s practical help.
However, in some situations, professional support may be the best option to help you get through a tough time. Our emotional support webpage lists a few organisations that can offer emotional support and practical help.