We appreciate that during this difficult time our customers may have queries. We want to assure you that we are available to discuss any questions that you may have regarding your account. Following the advice from the government all our employees are working from home and will be available by phone or email if you have any queries relating to your account.
Our priority is to ensure that our customers are supported and continue to receive excellent service during this unprecedented time whilst maintaining your safety and that of our agents.
We are doing everything we can to maintain our service to you whilst minimising the risk.
As a temporary measure we have asked agents to, where possible, arrange alternative methods for you to manage your account which we have highlighted below:
How do I make a payment?
If you have any concerns about your account please contact your agent or our Customer Care Team on 0800 470 3205. Our focus is to support you the best we can including arranging for alternative payment methods. There are a number of ways that you can make a payment to your loan.
- Debit Card Payments You can set up a payment plan via your debit card under a ‘Continuous Payment Authority’ (CPA) or simply call us to make your usual weekly payment. For more information or to set this up contact your agent directly or call our Customer Care Team on 0800 470 3205
- Online Payments can be made to your account through our Portal, this is a secure site which will not only allow you to make a payment by card, and you can also check you balance. If you have already created a portal login please click here to be directed.
- Telephone You can call our Customer Care Team to arrange a debit card payment by calling 0800 470 3205
Changes to your financial situation
We understand that some of our customer’s income may be affected during this current situation. If you are experiencing financial difficulties or have concerns about making your payments please contact your agent or our Customer Care Team on 0800 470 3205.
We will work with you to agree a solution that supports your personal circumstances. Please remember we do not apply charges or additional fees to your account, we are here to work with you if things change with your finances and to help put your mind at ease.
It is important that you speak to us so that we can support you during this challenging time.
If you are worried about your debts, you can also contact an independent organisation for free advice for example;
StepChange - 0800 138 1111 - https://www.stepchange.org
Money Advice Service - 0800 138 7777 - https://www.moneyadviceservice.org.uk