Accessibility help & support

Hard of hearing

If you are hard of hearing and struggle to speak over the phone, we have a few alternative ways of contact available. You can use our Webchat facility to connect with us or send us an email or SMS.

In some cases, we do need to speak to the applicant over the phone in order to progress an application. If that is the case with your application, we can use the Relay UK Service to communicate with you.

The Relay UK service is a free service that uses a live relay assistant to help you communicate over the phone. They also have a handy app that you can download on your phone.

In some cases, you might also be able to authorise someone to speak on your behalf. However, we will need to carry out some checks and obtain written permission before doing so. If you’d like to find out more about this, please get in touch with us.

Visually impaired

If you are visually impaired and need support with your application, we offer a third-party authorisation service that allows you to appoint someone to assist you with reading your contracts and to speak to us on your behalf, if needed.

Additionally, our friendly Customer Support Team is just a quick phone call away to assist you with any questions you may have regarding your loan application.

Struggling with mental health issues

We understand that sometimes speaking on the phone can be difficult for those suffering from mental health issues. If you need to speak to us but are unable to call, we offer alternative methods of communication. You can contact us using our Webchat service or reach out by sending us an SMS or email.

In some cases, a phone call is needed to progress an application. If this is the case with your application, we have an experienced customer support team on hand to help address any concerns you might have and help you in the best possible way.

If you are struggling and need to speak to someone else, please refer to our Emotional Support page where you can find additional help and support.

Experiencing payment difficulties?

If you are experiencing financial difficulties or find yourself affected by the rising cost of living, 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. More on how we can help.

Worried about the rising cost of living?

Are you concerned about the rise in the cost of living? We’ve put together some tips and guidelines that you might find useful.

Need to speak to us about anything else?

Our friendly customer support team is here to help you with whatever your needs might be. Give us a call or send us an email and we can arrange for one of our specialist support team members to get in touch with you.