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Loan Payment Breaks & Support
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Financial difficulty

Support for loan customers

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Important information Open in new window

What financial support may be available to me? Open in new window

Help with financial difficulty Open in new window

Important information about payment breaks and support

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.

Details of free money advice agencies (PDF, 29KB) Open in new window

What support may be available to me?

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 loan payment break up to 3 months

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 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.

Details of free money advice agencies (PDF, 29KB)

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

Conditions apply.

To apply for a Loan Payment Break, you can use the form on this page or contact us on +44 (0)1624 646 500*.

*Lines are open Monday to Friday 9am - 5pm GMT (except bank holidays). Calls may be recorded.

Request to apply for a new loan

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

Eligibility criteria and conditions apply.

To enquire about Applying for a New Loan, you can use the form on this page or contact us on +44 (0)1624 646 500*.

*Lines are open Monday to Friday 9am - 5pm GMT (except bank holidays). Calls may be recorded.

If you don’t feel that these options are right for you, please get in touch

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 646 500* 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

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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

Open in new window

What support options might be available to me?

A loan payment break up to 3 months

What is a loan payment break?

A payment break allows you to stop paying your loan for the agreed period of time.

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.

Request to apply for a new loan

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.

If you don’t feel that these options are right for you, please get in touch

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.

Confirm your next step

Please answer a few questions about your financial circumstances to let us direct you to the support you need.

Continue

Have you already received payment support from us in relation to this loan?

Payment support includes a payment break.

Please choose an option below to continue

Yes

Can you afford to begin or continue making your loan payments?

Please choose an option below to continue

Yes

Great, now we need you to confirm this

Open the form below to confirm your details and that you will be starting your full monthly loan repayments to include any interest that has continued to build during your loan break.

What support would you like to apply for?

Please choose an option below to continue

Extend your loan payment break

Request to apply for a new loan

Receive a Call Back to discuss your options

Nearly there...

In order to process your request to extend your loan payment break, we'll need some further information from you:

Your name
Your date of birth
Your email address
Your phone number
Your loan reference number
Some additional information about your financial circumstances

Nearly there...

In order to process your request to apply for a new loan, we'll need some further information from you:

Your name
Your date of birth
Your email address
Your phone number
Your loan reference number
Some additional information about your financial circumstances

We'll need confirm your details and will then be in contact to discuss your options

At the next stage we'll ask you to provide:

Your full name
Date of birth
Email address
Contact number

Alternatively, you can contact us on +44 (0)1624 646 500*.

*Calls may be recorded. Lines are open 9am to 5pm GMT, Monday to Friday.

What kind of support would you like to apply for?

Please choose an option below to continue

A loan payment break

Submit an enquiry about applying for a new loan

A Call Back to discuss my options

Nearly there...

In order to process your request for a loan payment break, we'll need some further information from you:

Your name
Your date of birth
Your email address
Your phone number
Your loan reference number
Some additional information about your financial circumstances

Nearly there...

In order to process your request to apply for a new loan, we'll need some further information from you:

Your name
Your date of birth
Your email address
Your phone number
Your loan reference number
Some additional information about your financial circumstances

We'll need confirm your details and will then be in contact to discuss your options

At the next stage we'll ask you to provide:

Your full name
Date of birth
Email address
Contact number

Alternatively, you can contact us on +44 (0)1624 646 500*.

*Calls may be recorded. Lines are open 9am to 5pm GMT, Monday to Friday.

We're here for you

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.

Get help with financial difficulty Open in new window