You need us, and we are here to listen and support you

Financial Difficulty Support

Are financial difficulties weighing you down? We're here to make things easier.

Whether you need to adjust your repayments or explore flexible payment options, our dedicated customer care team is ready to assist.

Call us on 0800 085 9312, available Monday to Friday from 8 am to 8 pm, and on Saturday from 9 am to 5 pm. All conversations are completely confidential, and we’re committed to finding a solution that works for you. You can also access free, independent debt advice and useful resources to help manage financial challenges through the links below.

• Citizen's Advice
• Money helper
• StepChange

Cost of living

We understand that rising costs can make managing finances more challenging, and it’s natural to feel overwhelmed. If you're struggling with payments or facing unexpected financial changes, our team is here to support you. We can explore flexible payment options or other ways to ease the burden.

Don’t hesitate to reach out—we’re here to help. Call us on 0800 085 9312, available Monday to Friday from 8 am to 8 pm, and on Saturday from 9 am to 5 pm.

You can also access free, independent financial advice through various organizations. Find useful resources and cost management tips at https://www.gov.uk/cost-of-living.

Vulnerability Support

Mental Health

We understand that mental health challenges can affect many aspects of life, including your finances. That’s why our compassionate customer care team is here to provide support. If you need help managing your account or payments, please contact us at 0800 085 9312. We’re available Monday to Friday from 8 am to 8 pm, and on Saturday from 9 am to 5 pm. Rest assured, we’re here to help without judgment.

You can also explore additional support from some excellent charities dedicated to mental health and wellbeing.

Samaritans – call 116 123 or email [email protected]
Mind – call 0300 123 3393 or email [email protected]
Dementia UK – call 0800 888 6678 or email [email protected]
Calm – Call 0800 58 58 58

Vulnerability/Disability/Illness

If you’re living with a disability or facing challenges regarding your health, we’re here to help. Contact us for accessible communication and personalized support on 0800 085 9312 (Monday to Friday from 8 am to 8 pm, and on Saturday from 9 am to 5 pm).

Bereavement

Losing a loved one is overwhelming, and we’re here to help. If you need assistance with an account or financial commitments, call us on 0800 085 9312 (Monday to Friday from 8 am to 8 pm, and on Saturday from 9 am to 5 pm). We can support you with account closures, payment plans, or other arrangements. Let us know how we can assist.

Here’s some charities that may be able to support further:
Cruse 0808 808 1677
National Bereavement Service – 0800 0246 181
Mind - 0300 102 12344

Assisting a Relative

We know how important it is to support your loved ones, and we understand that caring for a relative can come with unexpected challenges. If you're assisting someone and need help managing their account—or your own—we’re here to make things easier.

If you’d like us to assist with an account on someone’s behalf, we’ll need to speak with the account holder to complete security checks and set up third-party authorization. Alternatively, if you hold Power of Attorney, simply provide us with a copy, and we’ll ensure everything is set up smoothly.

Our team is here to guide you through the process and answer any questions you may have. We know things aren’t always straightforward, so don’t hesitate to reach out. Call us on 0800 085 9312, available Monday to Friday from 8 am to 8 pm, and on Saturday from 9 am to 5 pm. We’ll be happy to help.