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Financial difficulty
Support for loan customers
Important information
All of the options outlined below can help with a temporary reduction in outgoings. However if you reduce your payments, interest will continue to build which will mean that you'll pay more for your loan than was originally stated. So, it’s important that you only apply if you’re currently having difficulties making your loan payments.
We may ask you for further information depending upon your circumstances, please make sure all the information is correct. If not, this will cause a delay in dealing with your request.
One of our team will contact you to discuss your financial circumstances and your requirements.
If full payments are not made on your loan, there may be circumstances in which we have to inform Credit Reference Agencies and this may impact your credit rating/score. The extent of the impact to your credit rating/score will depend on your overall financial profile. If this is the case, we will inform you during your application.
For further information on the impact you should speak with an independent debt advice agency who can give you support and advice.
What support could be available?
First we need to confirm whether you have had support previously.
New support request
If you have a loan with us and you anticipate that you will not be able to make your payment, we may be able to help.
You can apply for the following support:
- Loan payment break
- Request to apply for a new loan
- Call Back from our team to discuss your options
What financial support options can I apply for?
A payment break allows you to stop paying your loan for the agreed period of time.
If full payments are not made to your loan, there may be circumstances in which we have to inform Credit Reference Agencies and this may impact your credit rating/score. The extent of the impact to your credit rating/score will depend on your overall financial profile. If this is the case, we will inform you during your application.
For further information on the impact you should speak with an independent debt advice agency who can give you support and advice.
What happens to my payments, how will that impact my loan going forward?
- A loan payment break will give you a break of up to 3 months from your loan payments.
- The term of your loan will not be extended.
- At the end of your payment break you will be required to make catch up payments in addition to your usual monthly Direct Debit in order to cover the full payments you would have made and interest that has built up during the payment break period.
Here are some things to consider before applying for a loan payment break:
- When your monthly payments restart, your usual direct debit will recommence and the payment(s) you have missed, along with the accrued interest will be repaid separately. This will mean that you pay more for a period of time.
- We will contact you towards the end of your payment break to confirm how you would like to make these additional payments.
- The total amount of interest you pay over the term of the loan will increase.
- Your loan term will not be extended and the settlement date will remain the same.
Eligibility criteria
You can apply for a loan payment break if:
- Your ability to make your full loan payments is impacted
- You have consent from everyone named on the loan
To apply for a loan payment break, you can use the form on this page or contact us on +44 (0)1624 646500.
Lines are open Monday to Friday 9am - 5pm GMT (except bank holidays). Calls may be recorded. Conditions apply.
You can apply for a new loan to repay your existing loan over a longer period which could reduce your outgoings. Any applications would be subject to our usual criteria.
Here are some things to consider before applying for a new loan:
- The interest rate may be higher on a new loan
- We may ask for confirmation of your income
- We will undertake a credit reference agency search
To enquire about applying for a new loan, you can use the form on this page or contact us on +44 (0)1624 646500.
Lines are open Monday to Friday 9am - 5pm GMT (except bank holidays). Calls may be recorded. Eligibility criteria and conditions apply.
We understand worrying about paying your loan either now or in the future can cause a great deal of stress, but it’s important to talk to us now, so please do get in touch. Our friendly team is on hand to help you. We’ll listen to you and walk you through the options available to help.
You can contact us on +44 (0)1624 646500 or complete our call back form and we'll contact you.
Lines are open Monday to Friday 9am - 5pm GMT (except bank holidays). Calls may be recorded.
I’m able to restart my full monthly loan payments
If you can afford to restart your full loan payments it's in your best interests to do so.
What do I need to do next?
- If you're happy that your monthly payments can restart you'll need to confirm this with us via the online form below.
- If you have taken a loan payment break and we have not extended the term of your loan, we will be in touch to arrange payment for the missed payments and any additional accrued interest.
Information Message
I can't afford to restart my full monthly loan payments and need further support
If you can afford to restart your full loan payments it’s in your best interests to do so.
Even if you have already had a loan payment break, you can use the form below to apply for further support.
We may require additional information to process your request, including bank statements, an Asset and Liability Statement, an Income and Expenditure summary and details of any other payment support arrangements that you have with other financial institutions.
If full payments do not restart on your loan, there may be circumstances in which we have to inform Credit Reference Agencies and this may impact your credit rating/score. The extent of the impact to your credit rating/score will depend on your overall financial profile. If this is the case, we will inform you during your application.
For further information on the impact you should speak with an independent debt advice agency who can give you support and advice.
Details of free money advice agencies (PDF, 29KB)
We understand that worrying about paying your loan either now or in the future can cause a great deal of stress, but it’s important to talk to us now, so please do get in touch. Our friendly team is on hand to help you. We’ll listen to you and walk you through the options available.
You can also visit our page on financial difficulties, where we have some practical tips and links to independent agencies who can also give you support and advice.
Information Message
What support options might be available to me?
What is a loan payment break?
A payment break allows you to stop paying your loan for the agreed period of time.
If full payments are not made on your loan, there may be circumstances in which we have to inform Credit Reference Agencies and this may impact your credit rating/score. The extent of the impact to your credit rating/score will depend on your overall financial profile. If this is the case, we will inform you during your application.
For further information on the impact you should speak with an independent debt advice agency who can give you support and advice.
Details of free money advice agencies (PDF, 29KB)
What happens to my payments, how will that impact my loan going forward?
An additional loan payment break will give you a further break of up to 3 months from your loan payments.
Unlike any previous loan payment break, we are now unable to extend the term of your loan.
At the end of your new payment break you will be required to make catch up payments in addition to your usual monthly Direct Debit in order to cover the full payments you would have made and interest that has built up during the payment break period.
Here are some things to consider before applying for a loan payment break:
- When your monthly payments restart, your usual direct debit will recommence and the payment(s) you have missed, along with the accrued interest will be repaid separately. This will mean that you pay more for a period of time.
- We will contact you towards the end of your payment break to confirm how you would like to make these additional payments.
- The total amount of interest you pay over the term of the loan will increase.
- Your loan term will not be extended and the settlement date will remain the same.
Eligibility Criteria:
You can apply for a loan payment break if:
- Your ability to make your full loan payments is impacted
- You have consent from everyone named on the loan
To apply for a Loan Payment Break, please answer the questions below and provide any additional information requested.
You can apply for a new loan to repay your existing loan over a longer period which could reduce your outgoings. Any applications would be subject to our usual criteria.
Here are some things to consider before applying for a new loan:
- The interest rate may be higher on a new loan
- We may ask for confirmation of your income
- We will undertake a credit reference agency search
To submit an enquiry about Applying for a New Loan, please answer the questions below and provide any additional information requested.
We understand that worrying about paying your loan either now or in the future can cause a great deal of stress, but it’s important to talk to us now, so please do get in touch.
Our friendly team is on hand to help you. We’ll listen to you and walk you through the options available to help.
You can contact us on +44 (0)1624 646 500* or please answer the questions below and request a Call Back.
*Lines are open Monday to Friday 9am - 5pm GMT (except bank holidays). Calls may be recorded.
We're here for you
We understand that worrying about paying your loan either now or in the future can cause a great deal of stress, but it’s important to talk to us now, so please do get in touch. Our friendly team is on hand to help you. We’ll listen to you and walk you through the options available.
You can also visit our page on financial difficulties, where we have some practical tips and links to independent agencies who can also give you support and advice.