Financial difficulty

Support for loan customers

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Overview

How to apply for support

Help with financial difficulty

Overview

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 holiday 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.

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 holiday, 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, any amounts outstanding for payment will be reported to credit reference agencies which may impact your credit rating/score. The extent of the impact to your credit rating/score will depend on your overall financial profile.

For further information on the impact you should speak with an independent debt advice agency who can give you support and advice.

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.

What further support may be available and how do I apply?

A loan holiday up to 3 months

What is a loan payment holiday?

A payment holiday 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.

What happens to my payments, how will that impact my loan going forward?

An additional loan payment holiday will give you a further break of up to 3 months from your loan payments.

Unlike any previous loan payment holidays, we are now unable to extend the term of your loan.

At the end of your new payment holiday 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 holiday period.

Here are some things to consider before applying for a loan payment holiday:

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 holiday 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 Holiday, 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

Eligibility criteria and conditions apply.

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.

Apply for further support

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 holiday.

Yes

Are you able to begin making your loan payments in full again?

This will commence at the end of your payment holiday, and will include the missed interest payments that have accrued.

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 holiday.

What support would you like to apply for?

Extend your loan payment holiday

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 holiday, 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
The reference number from the letter we sent you about restarting payments

Alternatively, you can contact us on 01624 637 686. Calls may be recorded. Lines are open 9am to 5pm GMT, Monday to Friday.

We'll need confirm your details and speak to you to discuss your options

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

Your full name
Date of birth
Email address
Contact number
Your loan reference number

You can contact us on 01624 646 500 ro request a Call Back by clicking below.

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

We're here for you

We understand that worrying about paying your mortgage 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.

Get help with financial difficulty