COVID-19 Customer Help

COVID 19 – Customer Help

Please only call us if you need urgent support.
We are focused on giving help to those who really need it at the moment. Please only call us if you have an urgent query or update for us.

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?
We may be able to offer you a payment deferral of up to 3 months if you’ve been affected by the Coronavirus or the government’s measures to tackle the outbreak.  If you are experiencing financial difficulties, please complete our Forbearance Form.  We will aim to get back to you within 5 working days. You should be aware that any deferral of payments could result in you paying more interest, or paying your loan for longer. We will work with you at the end of any deferral period to establish a suitable solution to get you back on track with your payments.

Where it is clear that the consequences of a 3-month payment deferral would not be suitable for you, we will tell you about other options and agree with you the best solution to suit your needs.

Your credit file will not be negatively affected if we temporarily defer your payments.

What will happen at the end of my 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 overpayments 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
  • A partial payment deferral, enabling you to make partial payments for 1, 2 or 3 months
  • A further payment deferral of 1, 2 or 3 months
  • 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 agree 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.

At the end of your further payment deferral we will not be able to offer further deferrals, but we do have a variety of options to help if you find that you’re still unable to resume your repayments.

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<.r> 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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