Customer support staff

Our Commitment to You

Need extra support? Our specialists are here to help

We understand that you may require additional support, either for a short period of time, or on a more long-term basis. We are committed to ensuring that you receive the support you require.


If you need any information we normally send you in an alternative version, we can provide this in a format that suits you, like Braille, or large print. Please reach out to our Customer Services Team on 0333 321 6057  or by email at [email protected] for more information.

If you need other additional support

We recognise that there might be situations that arise that could impact your ability to communicate with us or continue your agreement. If this happens, we may be able to offer further support such as setting up a third party to discuss your agreement with your permission, or to rearrange your repayments over a short period. 


Please contact us on 0333 321 6057  or by email at [email protected] to allow us to best assess how we can support you.

Getting payment support

If you need help with your payments we will support you to find a solution which best suits your needs.

    What support can you offer during the cost of living crisis?

    We understand that most UK households are being impacted by the rising cost of energy, food and bills. That’s why we want to reassure our customers that we can offer support if you’re facing financial difficulties.
    The support we can offer will depend on your individual circumstances and how long you’re likely to need help. Options could include (but are not limited to):
    • Extending your last chance date, giving you slightly longer to address any missed payments 
    • Missing a payment, to be repaid over an agreed period*.
    • Changing the date your monthly payment is due.


    There may be other options available which we can talk to you about once we better understand your circumstances.
    *Any personalised payment plan we agree with you may affect your credit score for the length of that arrangement. This could impact your ability to borrow money in the future. We can discuss this in more detail with you when exploring your available options.
    Call our specialist team today who are experts in supporting customers facing tough times on 0333 321 8566.

    I am not working, and I think this will affect my ability to pay, what should I do?

    Please call us on 0333 321 8566 to discuss the options available to you, which we will tailor to your individual circumstances.

    I have missed a payment, what should I do?

    You can bring your account up to date in three ways:

    1. Call our automated payment line on 0333 321 8568 and follow the prompts to pay by card.
    2. Or to speak to us, please call 0333 321 8566.
    3. Pay online, using the pay by link sent to you by letter/email.

    If you’re worried about falling further behind with your payments, we’re here to help. Please give us a call so we can discuss the options available to you. If you’ve recently received a Notice of Default in the post please get in touch immediately to speak to one of our trained colleagues.

    The sooner you contact us, the better placed we’ll be to find the right support for you.

    I am going to miss my next payment, what should I do?

    Simply give us a call on 0333 321 8566 to find out what options are available to you. Options will vary depending upon your individual circumstances.
    The sooner you contact us, the better placed we’ll be to find the right support for you.

    How can I tell you about my communication support needs?

    We recognise that some of our customers will have varying needs that may affect how we communicate with them. 


    If you require letters to be sent in Braille or larger print, please contact us on 0333 321 8566 and we will be able to facilitate this.


    If you have a hearing impairment or are unable to talk on the phone for any reason you can email us at [email protected] .

    I’m currently experiencing personal difficulties, how can you assist me?

    We appreciate that some of our customers may be going through difficult times for a variety of reasons that may be sensitive and personal to them. Please be assured that our specially trained agents are here to help and will work with you to reach an outcome that is suitable to your current circumstances. 
    Please get in touch on 0333 321 6057 to let us know to help us make suitable decisions regarding how your account is handled. 


    Any sensitive information you share with us will be treated in the strictest confidence and only stored on our systems with your explicit consent, which you can also withdraw at any time. 


    We may also request consent to share this information with your Insurance Broker to allow them to make suitable decisions regarding your policy. 

    How will missed payments affect my credit file?

    If we agree an arrangement with you, or a payment is missed, this will be reflected on your credit file.
    To speak to a credit reference agency, you can contact Experian on or 0800 013 8888.

    Free and independent advice

    You can get free independent help and advice from several sources, including:

    Money Helper

    A free service provided by the Money and Pensions Service delivering impartial guidance that's backed by government.

    Go to Money Advice Service

    National Debtline

    Free and independent advice over the phone and online.

    Go to National Debtline

    Citizens Advice Bureau

    Network of independent charities offering confidential advice online, over the phone, and in person, for free.

    Go to Citizens Advice Bureau

    StepChange Debt Charity

    Get free debt advice online for as long as you need.

    Go to StepChange

    Pay Plan

    A family owned company providing free, simple debt advice backed by unions, employers, banks and debt advice groups.

    Go to Pay Plan

    Hub of Hope

    A mental health support database provided by national mental health charity, Chasing the Stigma. 

    Got to Hub of Hope