Dealing with financial difficulty

If you have already missed a payment, you’ll need to speak to us as soon as you can. Our dedicated Financial Support team are here to help. Before you call, please make sure you have details of your income and outgoings to hand as we’ll be discussing these with you. You can find these on a bank statement or Online Banking.    

For Loan or Credit Card payments call 03 456 100 188

For Mortgage payments call 03 456 100 193.

We’re here Mon to Fri 8am to 6pm and Sat 8am to 4pm.

Overdrafts are only really suitable for short-term borrowing, to tide you over for a bit. Whether you’re struggling with your arranged overdraft, or have found yourself in an unarranged overdraft and are finding it difficult to get back into an arranged limit, you’ll need to speak to us as soon as you can. Our dedicated Financial Support team are here to help. Before you call, please make sure you have details of your income and outgoings to hand as we’ll be discussing these with you. You can find these on a bank statement or Online Banking.    

Call 03 456 100 188 

We’re here Mon to Fri 8am to 6pm and Sat 8am to 4pm. 

Remaining within an unarranged overdraft may adversely affect your credit rating and we may decline payments that you try to make. We will report to Credit Reference Agencies accounts that have been in a continuous unarranged overdraft for 30 or more days, which could negatively affect your credit file and your ability to get credit in the future.

Promise to Pay  

If you won’t be able to make an upcoming payment, but will be able to bring your account back up to date within the next 30 days and there are no signs of longer term financial difficulty, we might be able to set up a date for you to make the payment back up. 

Select a new date that works, as long as the next payment is: 

• Before your next loan, mortgage or card payment is due
• Within 30 days of going overdrawn
• Within 27 days of missing a credit card payment 

Request Breathing Space 

We can offer you up to 60 days Breathing Space on any unsecured accounts where we won’t contact you (other than regulatory notices). This will give you time to seek the help you need such as contacting a free money advice agency if you choose to work with them. Any missed payments during this time will impact your credit file and may impact your ability to obtain credit in the future.

If your current fixed rate mortgage is coming to an end, and you're on a first direct Standard Variable Rate, or a tracker rate, we can help you switch to a new first direct mortgage rate. Depending on your circumstances and the interest rate you choose, switching rates may reduce your monthly payment.

Step 1 – Find and compare our current mortgage rates or view all our mortgage rates.

Step 2 – Book an appointment to speak to someone about your options.

To book an appointment, please call us on 03 456 100 173 (lines open Mon to Sat 8am to 8pm and Sun 9am to 8pm).

If you have a repayment loan (rather than an offset loan) extending the term of your mortgage and repaying it over a longer period of time would reduce your monthly mortgage payments. 

To see if extending the term of your mortgage is possible, we’ll need to talk through your circumstances. To book an appointment, please call us on 03 456 100 103 (lines open Mon to Sat 8am to 8pm and Sun 9am to 8pm).

We may be able to offer you a new, or restructured, Personal Loan. This could help make your debt more manageable and affordable.

Our loans are subject to status, affordability and applicable terms and conditions.

How would restructuring your borrowing work?

1. You apply to replace your existing debts – including credit cards, loans or overdrafts with a Personal Loan
2. If this is approved, you’re offered an interest rate based on your personal circumstances, the loan amount and term (representative 3.3% APR for loans between £7,000 and £30,000) Credit is subject to status,
3. You begin making set monthly repayments.

What you need to consider

If you’re applying to use a loan to replace your other debts, it’s important to consider not just the interest rate and monthly repayments, but also the term of the new loan compared to the remaining term of your existing debts.

Spreading your repayments over a longer term could mean you end up paying more overall, even if the interest rate on the new loan is lower than the rate(s) on your current debt.

If you’d like to see an example of what your payments could be, use our calculator.

How to apply

You can apply online here, via our App, or call us on 03 456 100 100.