It’s important that you let us know about any significant changes to your circumstances such as ill health, bereavement, or if you’re having financial difficulties. The earlier you contact us, the more we can do to help. Please chat to us as soon as possible, we’re here to help. We also encourage you to seek impartial and free advice through specialist national and local organisations such as:
- Citizens Advice
- Step Change
- The Money Advice Services
- National Debtline
- Help for Households
- Money Helper
- Advice Northern Ireland
- Helpwr 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.
Check out our Accessibility page for details on the further support we can offer you, as well as additional ways to contact us. We have a team trained to give a high level of support to customers with vulnerability and/or accessibility needs.
I have a debt management plan.
If you’re having trouble paying your bills and have engaged a debt management company to help you manage your debt, they will contact us on your behalf to set up a payment plan. A letter of authority from you, which allows the debt management company to act on your behalf, will be required. Your debt management company will help you with this.
Unfortunately, we don’t offer payment holidays. However, in extenuating circumstances, we’re responsible for supporting customers with bespoke payment options. This can be discussed with Customer Services and will be evaluated on a case-by-case basis.
I’ve been declared insolvent/bankrupt.
If you’ve been declared bankrupt or insolvent, we can no longer pursue your debt. You’ll need to provide proof of this change to your circumstances. Acceptable forms of proof are:
- Declared bankrupt – a copy of your Bankruptcy Order.
- Discharged from bankruptcy (usually 12 months from the date you were declared bankrupt) – a copy of your Bankruptcy Discharge Notice.
- Entered into a Debt Relief Order – a copy of your Debt Relief Order (DRO).
- Entered into a voluntary arrangement – a copy of your Individual Voluntary Arrangement (IVA).
I’ve suffered a bereavement in the family.
If you’ve suffered a recent loss, we can place any collections activities on hold for 30 days. This means you won’t be pursued for any money you owe on your account. There is no requirement to provide evidence. However, you’ll need to chat to one of our Live Chat agents to inform us of the situation.