Events such as divorce, separation, bereavement, a hospital stay, losing your job or the cost of living crisis can seriously affect your ability to manage your account.
If you're going through a tough time and feeling overwhelmed, please don't hesitate to get in touch.
Here's what we'll do
Firstly, we'll listen
We want to understand your situation. Tell us what you're currently going through and how this is affecting you.
Then, we'll look at the best options
We want to help you get back on track. We'll look at your current circumstances and together plan how we can support you. Everything you tell us will be in complete confidence; our friendly advisors will guide you every step of the way. It doesn't just stop there - we're here to support you now and always.
We’ll use this information to change the way we support you
We want to understand your situation.
This may include:
- Simply taking the time to understand your circumstances
- Offering you tailored support - this may include connecting you to our financial difficulties team
- Stopping contacting you about missed payments if necessary, and in some circumstances not charging late or missed payment fees or interest during a set period. Please bear in mind: you won’t be able to place any further credit orders until we're confident that your finances are back on track
- Letting you know about charities and organisations that can help you
If you feel more comfortable with someone else speaking to us on your behalf, we offer a helpful service which allows you to appoint an authorised, trusted friend or family member to help you manage your account and discuss some of your worries.
For more information on how to authorise your trusted person, please see our Additional needs information.