Coronavirus: Help and support

We recognise that these are difficult times for everyone so don't panic. We will automatically send you a letter notifying you of the missed payment and we will attempt to take the payment again, within 9 working days.

If we're unable to take the payment after the second attempt you will need to make a card payment within the time frame set in the letter we've sent you.

To make a manual payment you can either:

• Login to your online customer account 
• Call our payment line on 0333 321 8568. Please ensure you have your account reference number to hand.

If you're not going to be able to make the payment

You can apply for payment support online, we will process your application within 1 working day. To apply, you’ll need your account reference number.

Apply for payment support

Alternatively, you can call our customer services team on 0333 321 8566. 

Please note, due to current circumstances we have longer than usual wait times as we are helping customers with urgent questions about Coronavirus.

If your payment is less than 4 days away

Call us to speak with a specialist in our customer services team on 0333 321 8566. They are here to support you and discuss your current situation.

Don't forget when you call us you need to have your account reference number to hand, you must also be the account holder or be authorised on the account.

If your payment is more than 4 days away

You can apply for payment support online, we will process your application within 1 working day. To apply, you’ll need your account reference number.

Apply for payment support

We understand you are worried about future payments, please be assured we are doing everything we can for our customers to ensure they are supported through this tough time especially where they have payments due very soon.

If you are worried about your financial position due to Coronavirus and you are concerned your insurance cover is no longer suitable for your needs, please contact your insurance broker directly to discuss your options. You will be able to find their contact information on your insurance policy and communications sent by them.

 Alternatively, for further support and advise on your financial position please visit Citizens Advice