COVID 19 – Customer Help

We are focussed on giving help to those who 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 01290 211495.

Otherwise, you can contact us by email on .

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 01290 211495.

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. 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.

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.