Coronavirus (COVID-19)

We're here for you during these uncertain times

Our priority is understanding your situation and helping you find the right solution. We’re working hard to make sure we're providing the support you need. These are our commitments to you during this time:

  • Extended time if you need it – If you’re impacted by Coronavirus, we’ll give you extra time and space, so you can get yourself sorted without worrying that we’ll be contacting you
  • No interest, fees or charges – We’ll continue to not add any interest or fees while you work with us to manage your account
  • Additional payment flexibility – If you’re impacted by Coronavirus, get in touch so we can discuss changing or pausing your payment plan for as long as you need
  • Legal Proceedings – We never issue legal proceedings if you’re managing your account or have told us you’re in difficulty, which includes being impacted by Coronavirus. We can only help if we know what’s going on, so make sure to let us know about your circumstances
  • Maintain customer support – We’ll continue to be available for you, and will make sure there’s always a way for you to contact us
  • Increased guidance - We’ll make sure you get the support you need. If you need help, we’ll suggest free, independent sources of advice that suit you and your situation

Coronavirus (COVID-19) FAQs

I’m worried that Coronavirus may affect my income, what can I do?

Don’t worry, we understand. We’re flexible and will always support you when the unexpected happens. If you’ve experienced difficulty and are trying to get back on track, we can help.

You can manage your account online 24/7. Use our budget calculator to review your current financial situation or register to manage your account online. If you’re unable to make payments or agree a repayment plan, that’s ok. The main thing is that you get in touch and let us know. Give us a call on 0333 556 5550. 

If you’re concerned about your financial situation you can find more information from the Financial Conduct Authority on their website.

For support with managing your money you can use the Money Advice Service’s Money Navigator tool.

In addition, there are a number of independent charities and debt advice bodies who can offer free help and advice.

I’m going to struggle to make my payments

We understand that your situation may change during this time. You can manage your account online 24/7. Use our budget calculator to review your current financial situation or register to manage your account online.

If you can’t make a payment right now, we can place your account on hold so you don’t have to make payments. Your balance won’t increase while your account is on hold.

If you’ve already had a hold period but need more time, that’s ok. The main thing is that you get in touch and let us know. If you need time, give us a call on 0333 556 5550. 

If you need support with understanding what bills to prioritise, the Money Advice Service have published a guide on this

In addition, there are a number of independent charities and debt advice bodies who can offer free help and advice.

I’m worried that my credit rating will be impacted by not paying

If you let us know that you can’t make payments during this period then we won’t worsen your credit file status. Call us on 0333 556 5550 and we’ll help you find the right way forward.

I’m not sure how to budget if my income changes

You can use our useful Budget Calculator to help you see how changes to your income will affect your budget.

I’m worried – my mental health is suffering

It’s easy to say don’t worry, but there are plenty of organisations that can help offer you practical advice and support. The Samaritans and Mind are just two charities who can help. We can work with you while you seek advice from them. We’ll always take the time to listen and understand.

Where can I get extra support?

We know that it’s not just your finances that you may be worried about and that dealing with debt might make other situations harder to handle.

If you need more support, there are a number of other independent charities and debt advice bodies who can offer free help and advice.

I need more advice on Coronavirus

The Coronavirus is impacting many people and can pose a serious health risk. We want all our customers to stay safe, so please follow the advice being given by the UK government and the NHS.

Is your call centre still open as usual?

Our main call centre is still open but our phone lines are really busy at the moment, so our waiting times might be longer than usual. Our call centre opening times may change, so please check our Contact Us page for the latest updates.

If you’d like to view your balance or account details, set a payment plan or make a one-off payment, you can do this online at any time. However if you’re struggling and need to call to speak to us about something, please be patient and we’ll answer as soon as we can.

I’m experiencing long wait times. What should I do?

Unfortunately we’re experiencing high volumes of contact by phone and email at the moment, for both our main contact centre and our privacy and complaints teams. We’re also experiencing delays in processing incoming and outgoing post. We’re working hard to answer you as soon as possible but there may be a slight delay. If you simply want to manage your account, there’s a lot that you can do online – check out our online services below.

I’m expecting a cheque and I haven’t received it

We’ve experienced some delays in cheques being sent – apologies if you’ve not received yours yet. We’re working hard to make sure you get any money you’re waiting for but there may be a slight delay. Alternatively, we can send any money owed to you directly into your bank account by BACS payment, so you’ll get it much faster. If you would like any monies owed sent by BACS please contact us on 0333 556 5550 to give your permission for us to do this.

What can I do online?

There’s plenty you can do online without having to pick up the phone.  If you register to manage your account online you can:

  • View your account details
  • Set up a Direct Debit payment plan
  • Make a one-off card payment
  • Change your phone number or email address
  • Choose how we contact you

There’s lots you can do without registering to manage your account too:

What are you doing to make sure my data is safe?

We’re working hard to make sure we're providing the support you need.  This means that, in line with the Government’s guidance, our staff are working from home.

We take data protection and the security of your data very seriously.  We’ve put a range of security measures in place to make sure that your data is safe.

These measures are in line with the official guidance around working from home from the Information Commissioner’s Office and the Financial Conduct Authority. Find out more about some of the things that we do to keep your data safe.