Read answers to frequently asked questions, including what to do if you need help with your money, or you’ve had a change in circumstances.
Making your loan repayments means you’ll avoid extra fees and charges. You'll also avoid any negative effect to your credit file. This is important if you want to apply for credit in future.
We appreciate that sometimes borrowing can get out of hand. Debt can become a problem when you can’t afford the monthly payments, are constantly paying them late or you have to juggle your money to make payments.
Amongst other things, you might need extra support if:
- Your personal situation has changed - for instance, if you've been made redundant or you're dealing with a long term illness.
- You're behind with payments or worrying about paying bills.
There are things you can do if you're starting to experience money worries, so please talk to us.
Give us a call on 0330 678 1430. We're here to help 8am to 10pm, 7 days a week.
If you’d prefer to read some information first, please visit our managing debt pages.
If you’ve been placed on a payment arrangement, we’ll have sent you a letter detailing everything you need to know, including the interest rates that apply while the arrangement is in place.
After your payment arrangement ends, your standard contract rates at that time will apply. Refer to your account terms and conditions for details about these.
For information, or to discuss future arrangements if you’re still struggling, please call 0330 678 1430. We're here to help 8am to 10pm, 7 days a week.
If you're already behind and are still struggling with your borrowings please call us on 0330 678 1430. We're here to help 8am to 10pm, 7 days a week.
If you still need further advice, the following organisations should be able to answer your questions and suggest suitable courses of action.
We’re here to help Monday to Thursday 9am to 8pm, Friday 9am to 6pm, Saturday 9am to 1pm.
You’ll need all the information you’ve been issued by the debt management company close to hand. Standard network charges may apply.
Someone you trust can help you to manage your loan account.
For more guidance and support, visit our appoint someone to manage your affairs page.
You can also give us a call on 0330 678 1430. We're here to help 8am to 10pm, 7 days a week. Standard network charges may apply.
Losing a family member, friend or someone close to you is an emotional time, and can be overwhelming. We appreciate that dealing with practical matters at this time can be difficult, so we're here to help.
Call our Bereavement Team on 0330 678 1430. We’re here to help 8am to 10pm, 7 days a week. Standard network charges may apply.
Or write to us at:
St Aidans Hall,
Brackenhill Business Park
When you contact us, you’ll need:
- The date the person passed away.
- Where the death has been registered.
- The name, address, phone number and email address of the person dealing with the customer's account.
For more guidance and support, visit our bereavements page.
For the full list of ways to say hello, have a look at our contact us page.
Making sure you get a fair deal
We want you to find a product that's right for your circumstances, which is why we adhere to the Standards of Lending Practice, which are monitored and enforced by the Lending Standards Board.
To find out more you can read the statement of responsibilities (PDF), which details what's expected of us, the lender and you the borrower.