COVID-19 Customer Help

COVID 19 – Customer Help

I’m worried I may not be able to make a repayment – what should I do?
If your payment is due within the next 5 days, please call us on 0800-610-1516.

Otherwise, you can contact us by email on [email protected]. We understand that people are worried about their circumstances.  We will treat all customers individually according to their specific circumstances and have a variety of temporary or longer-term solutions to help.

I know I will miss my payment – what should I do?
If your payment is due within the next 5 days, please call us on 0800-610-1516.

If your payment is due in more than 5 days and you will definitely not be able to make your full repayment, please complete our Forbearance Form and email it to [email protected].  We will aim to get back to you within 5 working days.

Can I get a repayment holiday?
After 31st March 2021, we will not be able to offer you a payment deferral.  If you are experiencing financial difficulties, please contact us as soon as you can on 0800-610-1516 or complete our Forbearance Form.  We will aim to get back to you within 5 working days. 

We have a variety of options that we can tailor to meet your circumstances – we will explain how these options will impact your credit file to help you make the right decision.

What will happen at the end of my payment deferral?
Where you already have a payment deferral we will keep in contact with you from time to time during your deferral to make sure it is still the best solution for you. As your deferral comes to an end, we will contact you to explain the various options available, and the amount of additional interest we expect to accrue as a result of the deferred payments.

It is important that we speak with you at this stage, as if we do not hear from you we will need to move your deferred payments to the end of your loan and we will assume that you intend to resume your monthly repayments.

It is in your interests to resume your payments and repay the deferrals and any additional interest if you are able to. If you won’t be able to then we can help you find the right solution, which could be:

  • Resume your contractual payments and add the deferred amounts to the end of your loan. If we agree this option, we recommend that you make over-payments where possible to minimise the length of time your loan is extended and so that you reduce the amount of additional interest you will pay in total.
  • If you are unable to resume your contractual payments, we can work with you to agree a temporary payment plan to pay what you can afford towards your loan. If we do this, we will need to review your situation after 60 days
  • We may be able to extend your payment deferral. If we do this, your payment deferral can be extended up to maximum of 6 months, including the months you have already deferred. Any extended payment deferral must end by 31st July 2021.
  • If none of the above are suitable, we can allow you some time to review your finances or seek free, independent debt advice or we can agree token payment arrangements with you for a period of time.

If we have agreed a further payment deferral with you, your credit file will be held at the status it was prior to entering the initial deferral and will not show arrears resulting from the deferred payments.

Please be assured that whichever treatment your deferred payments follow, we will not report them on your credit file as arrears. We will clearly communicate with you which treatment your deferred payments will follow and our team will be happy to answer any questions you may have. We will also try to work with you after your deferrals to find solutions that will help you reduce the additional interest you need to pay.

Once your payment deferral has ended, if you miss further payments, they will be reported on your credit file.

Can I reduce my repayments?
If you complete our Forbearance Form, we will be able to assess your circumstances and work with you to achieve the best solution to suit your needs.

I am struggling with my debt(s), where can I get help?
There are a number of organisations that can provide you with advice, support and the help you need to get on track with your debt(s):

Money Advice Service
Visit www.moneyadviceservice.org.uk or contact them on 0800 138 7777 to speak to a Money Adviser.

Money Advice Scotland
If you live in Scotland, phone 0141 572 0237 or visit www.moneyadvicescotland.org.uk to find contact details for debt advice in your local area.

National Debtline
If you live in England, Wales or Scotland phone 0808 808 4000 or visit www.nationaldebtline.org for debt advice and information.

StepChange Debt Charity
For debt advice throughout the UK phone 0800 138 1111 or visit www.stepchange.org.

StepChange also have some useful guidance for dealing with a reduce income due to coronavirus, which we would recommend you read.

I am worried about scams
You should be aware that some criminals are using the Coronavirus to trick people into handing over their personal information. If you receive a call, email or SMS that seems unusual, do not click on any links. If you are concerned about the message, you can look up the company’s contact information online and verify the contact with them.

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