If you experience significant changes such as ill health, bereavement, or financial difficulties, please let us know as soon as possible. The earlier you contact us, the more we can do support you. We’re here to help, and we also encourage you to seek free, impartial advice from trusted organisations, including:
- Citizens Advice
- Step Change
- The Money Advice Services
- National Debtline
- Help for Households
- Money Helper
- Advice Northern Ireland
- Helper Arian Wales
- PayPlan Scotland
There are a number of free debt advice services available both locally and nationwide, online over the phone or face to face. To find the one best suited to your needs please visit Money Helper’s Debt Advice Locator for more details.
Here are some circumstances that can affect you making your regularly scheduled payments and how we can help.
I’m a vulnerable customer.
If you need additional support or have accessibility needs, you can contact our dedicated Vulnerable Customer Team. For more information, check out our Accessibility page.
I have a debt management plan.
If you’re working with a debt management company to manage your payments, they will contact us to set up a payment plan. You’ll need to provide a letter of authority allowing them to act on your behalf. Your debt management company will help you with this.
Unfortunately, we don’t offer payment holidays, we may be able to discuss tailored payment options in exceptional circumstances. Please contact us to explore your options.
I’ve been declared insolvent/bankrupt.
If you’ve been declared bankrupt or entered into an insolvency arrangement, we can no longer pursue your debt. You’ll need to provide proof of your situation, such as:
- Bankruptcy Order (if declared bankrupt).
- Bankruptcy Discharge Notice (if discharged, typically after 12 months).
- Debt Relief Order (DRO).
- Individual Voluntary Arrangement (IVA).
Please send us a copy of the relevant document, and we’ll update our records accordingly.
I’ve suffered a bereavement in the family.
If you’ve lost a loved one, we understand this is a difficult time. We can pause collections for 30 days, giving you space to focus on what matters. You don’t need to provide evidence—just contact us, and we’ll take care of it.