Borrowers Experiencing Payment Difficulties

A message from our Credit Control Team

We understand that times are difficult for some of our members and we are doing our best to help anyone experiencing financial difficulty.

What should I do if a receive a letter about arrears?

Please contact us immediately –

  • by telephone – 0161 3027045 – available Tuesday-Thursday 8am-3pm (or leave a voicemail
  • Use our Nivo app – just put a message in the chat box

You will be able to speak to a member of staff who will explain your options. Please do not ignore any arrears letters because it may lead to costly recovery action and your credit status will be affected.

What should I do if I’m unable to make the next payment due?

It is essential that you inform us of any financial changes that affect your ability to pay. This is in accordance with the terms of your loan agreement. It is often easier to help you if you contact us as soon as you know that you may have a problem making a payment. We will do our best to help you resolve the issue and get you back on track.

What should I do if I’m unable to clear my arrears?

If you are unable to clear your arrears in full it is important that you get in touch with us as soon as possible and we may be able to set up an affordable payment plan in order to reduce your arrears balance over time.

Will I be able to take out a top-up loan whilst I have arrears?

You are unable to apply for any further loans whilst your account is in arrears. We recommend that you clear your arrears as soon as possible.

I need some independent financial help

If you are experiencing financial difficulty and want some independent advice click here


We know that it can be difficult to deal with arrears however we have experienced and sympathetic staff who will listen to you and help you.

Covid-19 FAQ’S

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.