We understand that at times customers may find themselves in circumstances outside of their control that may make life difficult. This may include recovering from or living with an illness, the loss of a job, having problems with your memory or caring for a family member. We understand that talking through your finances can be difficult, therefore we want to try and help you as much as possible during these challenging times.
How can we help you:
When you get in touch, you’ll speak to one of our understanding Specialist Review team members. They’ll listen to you, talk through your concerns and look at ways in which they may be able to help.
If you are experiencing payment difficulty- we can offer treatments to help you such as stopping calls for a period of time or coming to an affordable arrangement to repay the debt. Please visit our payment difficulties.
Specialist Client Review team- we have a Specialist Client Review agent who can listen to your needs and help you based on your individual circumstances.
Communication- we can tailor our communication in a way that suits your needs. If you prefer to speak to us via phone, email or letter please let us know.
Clear information- if you are struggling to understand any information we have provided to you, please let us know and we can try to explain it in a different way or direct you to further support.
Recording your information- we will only record sensitive information if it is relevant and only with your consent.
Third party- if you would prefer us to speak to someone else who you trust to manage your finances, you can appoint someone e.g. a family member or friend to act on your behalf.
Sign-posting- if you are experiencing financial difficulty, there are a range of third parties we can refer you to including free debt advice charities.
Supporting the needs of our clients:
Blind or visual impairment- We will be happy to help with any needs you may have if you are blind, partially sighted or have any other visual impairment, including providing any of our documents in large print or braille. You can also do anything that you would normally have done online, by speaking to one of our friendly customer service agents by telephone, and if you’d rather use our website you can make the text size bigger if that helps you.
Deaf or hearing loss- Our online services allow you to make a payment, look at additional borrowing and provide support for those in financial difficulties. You can also chat to us via webchat, SMS or email; please visit our contact page for further details. . We will also be happy to support contact via any third party applications such as Relay UK and can also provide further assistance via a British Sign Language video interpreter if you would find this easier.
If you do have any accessibility needs, please do let us know and we can record this information on your account, with your consent, so that we are aware of this when you contact us. You can also appoint a third party to act on your behalf in respect of your mortgage with us; please contact us to discuss this further.
THINK CAREFULLY BEFORE SECURING DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.