Coronavirus Update

Coronavirus Help and Support

We know the current circumstances mean your financial situation could change quickly and unexpectedly. We have updated our information below on how we can help you.

Firstly, we are following the government health advice to make sure our staff stay safe and putting all the necessary measures in place to ensure this advice is followed. We have put our robust business continuity plan into action so we can continue to serve you during this period.

If you are concerned about your loan during this time, here is a few things which might help:

Accessing information about your loan:

  • To manage your account online, you can login to our Customer Self-Help Portal where you can view your account balance, make payment, or ask us questions about your loan.
  • You can also email us via [email protected] or call us on 0330 400 6000 if you have any questions or queries regarding your loan.
  • You can also use our Live Chat service and a member of staff will get back to you.

Should any of the above channel of communication becomes unavailable as during this unprecedented period, we will make you aware both here and/or via the email address you have provided to us.

Managing your loan

You can either make your repayment via the Customer Self-Help Portal , over the phone by calling 0330 400 6000 or by setting up a standing order with your bank or by calling us to set up a continuous payment authority. You can also make a bank transfer using the details below-

Barclays Bank

Account number 23034305

Sort code 20-00-00

Reference for the payment: agreement number + surname

If you are experiencing difficulties in repaying your loan, please do not despair as we are always here to help.

Simply reach out to us via the above email address or phone number and we will happily discuss forbearance options available to you based on your circumstances. It may also be useful to keep details of your income and essential expenditure at hand when you discuss your options with our advisors. A non-exhaustive list of options that may be available to you are listed below:

  • Reduced payment plan
  • Temporary hold
  • Payment holiday/ Payment deferral
  • Referral to an independent money advice provider (PayPlan, Step Change etc.)
  • Assisted sale (where applicable)
  • Voluntary Surrender (where applicable)

To settle your loan accounts, simply give us a call on 0330 400 6000 or send us an email at [email protected] and we will provide you with a settlement figure in accordance with your loan agreement.

Worried about making payments due to coronavirus?

If you are, or imminently expect to be experiencing financial difficulties due to COVID-19, we can provide support by deferring payments by up to 6 months. This is available in periods of 3 months or less and may consist of full or partial payment deferral. You may apply for a payment deferral by giving us a call on 0330 400 6000 or send us an email to [email protected].

During the deferral period the deferred amount would not be reported as being in arrears. This may result in you taking longer to settle your loan, but we promise not to charge you any post term interest or any charge/fee due to deferring your payments.

If you’ve previously taken advantage of our payment deferral for the total maximum period of 6 months, we may still be able to offer other forbearance options that suits your circumstance.

If you are self-employed and worried about loss of earnings, Citizens Advice can help you understand what support is available to you.

Frequently asked questions answered

We understand that this is a very confusing time, so we have answered some of your frequently asked questions to help make things simpler.

Where can I find out more about the coronavirus? 

Detailed guidance and advice is available on the websites below- guidance for those more at risk from coronavirus

NHS coronavirus page

Money Advice Service – coronavirus information

Mental Health UK tips and ideas

Financial Conduct Authority (FCA) – information for consumers dealing with financial difficulties due to coronavirus

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