Borrowers Experiencing Payment Difficulties FAQs

Please find below Frequently Asked Questions and Answers about what to do if you’re experiencing payment difficulties and have a loan with us

Due to Covid-19 I have less/no income. Can I ask for a payment holiday?

Yes you can. You will need to confirm this in writing to us and we will need to assess whether this is possible.

What do I need to do?

Please email us at stating that it is due to the Covid-19 and setting out your circumstances.

Does the interest freeze as well?

As set out by the FCA the interest will still be charged on the loan. By delaying payments on your loan, you should be aware that the total interest charged on your loan is likely to end up being more.

I have savings in my locked account. Can I withdraw some of this?

Each account is looked at on its own merit. Once we have your email we will contact you with all options available.

Can I apply for another loan?

We will consider all applications. We would advise that you consider your affordability to repay before applying. We will do our own assessment of affordability. If you want to apply and if your income has dropped, you should use our full loan application form (not the top-up form).

How do I apply?

Head to our website and you will find all the forms you need there.

I have savings in other accounts with you. Can I access this?

We will help where we can. We would ask that you contact us by email and we will look to see what we can do to help.

I am worried that my credit bureau record will be affected.

If you discuss your payment difficulties with us before the payment falls due, we may be able to help you to avoid your credit file being harmed. It is important to talk to us sooner rather than later.