Experiencing difficulties

Read answers to frequently asked questions, including what to do if you need help with your money, or you’ve had a change in circumstances.

  • Making your loan repayments means you’ll avoid extra fees and charges. You'll also avoid any negative effect to your credit file. This is important if you want to apply for credit in future.

    Debt can become a problem when you can’t afford the monthly payments, are constantly paying them late or you have to juggle your money to make payments.

    Amongst other things, you might need extra support if:

    • Your personal situation has changed - for instance, if you've been made redundant or you're dealing with a long term illness.
    • You're behind with payments or worrying about paying bills.

    Already missed a payment or worried about future payments? Please call us.

    Whatever help you need, you really aren’t on your own. Just speaking to us won’t affect your credit score.

    If you’d prefer to read some information first, you can find out more about managing debt.

  • If you’ve been placed on a payment arrangement, this will be confirmed by the lender who will tell you everything you need to know. This includes the interest rates that will apply while the arrangement is in place.

    After your payment arrangement ends, your standard contract rates at that time will apply. Refer to your account terms and conditions for details about these.

    If you want to know more, or talk about future arrangements if you’re still struggling, please call us.

    Whatever help you need, you really aren’t on your own. Just speaking to us won’t affect your credit score.

  • If you're already behind and are still struggling with your borrowing, please call us.

    Whatever help you need, you really aren’t on your own. Just speaking to us won’t affect your credit score.

    If you’d like further free independent help and advice, check out our support guide.

  • To talk through your individual circumstances, please call us.

    Whatever help you need, you really aren’t on your own. Just speaking to us won’t affect your credit score.

    You’ll need all the information you’ve been issued by the debt management company close to hand. Standard network charges may apply.

  • Someone you trust can help you to manage your loan account.

    For more guidance and support, please call us.

  • Losing a family member, friend or someone close to you is an emotional time, and can be overwhelming. But help is at hand.

    Please call our bereavement team.

    Write to:

    PO Box 952
    Newcastle upon Tyne
    NE27 9DG

    When you get in touch you’ll need:

    • The date the person passed away.
    • Where the death has been registered.
    • The name, address, phone number and email address of the person dealing with the customer's account.

    For more guidance and support, check out our dedicated page.