How we can help

Whether you are struggling with your mortgage, credit card, loan, car finance or overdraft payments, we’ll help you manage your debt.

There are a number of ways in which we can help and you can access this support, either online, by phone or in one of our branches.

If you’d prefer to talk to us, it’s helpful if you use our budget calculator first, so we can get a better feel for your finances.

Don’t worry if you’re behind with any of your payments or have missed an essential bill, we can still help you. Alternatively, you can get free independent help and advice.

Before you go online or call

To save time and give you the best help we can, please have these things to hand:

  • Your account numbers.
  • How much money comes in each month.
  • How much money you spend each month.
  • What you pay to others.
  • And a pen and paper to jot things down.

What to expect

To help you, we will:

  • Go through your money to see what’s worrying you.
  • Let you know about the help you may be able to get.
  • Tell you where you can find extra help.

And if you call us, it may take a bit of time depending on your query and the support you need.

 

Get help with your mortgage

You can call us to get the support you need if you're struggling with your mortgage payments.​

Already missed a payment?​

You can call us on 0808 145 0399. Lines are open Monday to Friday, 8.00am to 7.30pm and Saturday, 8.00am to 12.30pm.​

Worried about your future payments?​

Call us on 0808 145 0692. Lines are open Monday to Friday, 8.30am to 7.30pm and Saturday, 8.30am to 1.00pm.​

It’s important to contact as soon as you can

We need you to understand how we charge interest on your mortgage balance. If you’re behind on your payments, you’ll be charged more interest than if you were up to date. ​

We may also tell credit reference agencies about any of your missed payments – this can limit your ability to borrow money in the future. ​

We’re here to help give you the support you need.

Options

Options

Take some time to get help and advice

With this hold, we’ll give you the time and space to get some independent help and advice to help you with your money worries. You could also use this time to fill out a budget so you’re ready to discuss your options.

 

While you do this, we can stop calls asking you to contact us about your missed payments.

 

This isn’t a payment holiday – your monthly payments will still be due on their normal date.

Options

Repayment plans

Where you can afford to, we may be able to set up a repayment plan. Depending on your circumstances this might be a short- or long-term plan, but will always be aimed at getting your mortgage back on track as soon as possible.

 

This can involve agreements to make lower or no payments for a limited period while you get back on your feet.

Options

Mortgage restructuring

We may be able to change some or all of your mortgage to help you to lower your monthly payments and make your mortgage more affordable.

 

This could include a change in the term of your mortgage, switch to a new mortgage deal, or a different repayment type.  

 

These options are all subject to eligibility. Our colleagues will be able to explain them to you in full.

Options

Sale of property

If you know you can’t afford your monthly payments and we’ve been through the options and there’s nothing we can do to help, you can sell your property to repay the mortgage loan.

 

You can sell it yourself or we have partners who can help market and manage the sale with you.  

Get support with this online

We can now give you even more help online to meet your needs - whether you're behind with payments or worried you’ll miss one.

Get support online now

Get help with your overdraft​

Call us if you are struggling with your interest charges on an arranged overdraft or using an unarranged overdraft. We can help you manage your debt.​

​Already struggling with your overdraft?​

You can call us on 0808 145 0368. Lines are open Monday to Friday, 8.00am to 8.00pm and Saturday, 8.00am to 5.00pm.​

​Worried about struggling with your overdraft soon?​

Call us on 0808 145 0411. Lines are open Monday to Friday, 8.00am to 8.00pm and Saturday, 8.00am to 5.00pm​.

Options

Options

Take 30 days to get some help and advice

With this hold, we’ll give you the time and space to get some independent help and advice, so you can make sure your priority payments are up to date. 

 

It’s also a good idea to fill out a budget so you’re ready  to discuss your options. 

 

While you do this, we can stop calls asking you to contact us about your unarranged overdraft. And, we won’t charge you arranged overdraft interest during this time.

Options

Repayment plans

With a repayment plan, you could clear your unarranged overdraft in 2 to 12 months. Setting up a repayment plan on your account could make it harder and more costly for you to borrow money in future, however keeping to it may prevent a larger impact on your credit file like a default. We’ll explain any impact this may have on your credit score before you apply.  We won’t charge you arranged overdraft interest during the repayment plan. 

 

If you need more help at the end of the plan, we may be able to look at the option of setting up a consolidation loan with you. This would allow you to combine your debts with us into one monthly repayment. 

 

With this option, you won't be able to have an arranged overdraft or get other forms of credit from us for at least 12 months. This is subject to a credit worthiness assessment. Loan repayments can be made over a period of 1 to 7 years and rates vary. 9% APR representative.

 

Representative example

You could borrow £7,000 at an annual interest rate of 8.65% (fixed) over 48 months, with 48 monthly repayments of £173.03. The amount repayable will be £8,305.44. 9% APR representative.

Options

Account closure

In some cases, you may benefit from us permanently closing your accounts. When we close your accounts we’ll let the credit reference agencies we use know, and we may register a default which will stay on your credit file for six years. This can limit your ability to borrow money in the future and we’ll explain some of the impacts this can have if we consider this option.

 

We’ll also stop charging arranged overdraft interest. And we’ll help you work out a long-term solution to reduce your balances at a rate you can afford.

 

Get support with this online

We can now give you even more help online to meet your needs – whether you're struggling with interest charges on an arranged overdraft, or using an unarranged overdraft. 

Just log on to Internet Banking or the app, then tap 'Need help with your debt or payments?' from the account menu.

Log on or register

Get help with your loan​

Call us to get help with you loan repayments if you are struggling with managing your debt.​

Already missed a payment?​

You can call us on 0808 145 0368. Lines are open Monday to Friday, 8.00am to 8.00pm and Saturday, 8.00am to 5.00pm.​

Worried about your future payments?​

Call us on 0808 145 0411. Lines are open Monday to Friday, 8.00am to 8.00pm and Saturday, 8.00am to 5.00pm.​

 

Options

Options

Take 30 days to get some help and advice

With this hold, we’ll give you the time and space to get some independent help and advice, and make sure your priority payments are up to date. 

 

It’s also a good idea to fill out a budget so you’re ready to discuss your options. While you do this, we can stop calls asking you to contact us about your missed payments. And, we won’t charge you fees and interest during this time.

 

This isn’t a payment holiday, as you’ll still need to make your contractual monthly payment. We may also tell credit reference agencies about any of your missed payments – this can limit your ability to borrow money in the future.

Options

Repayment plans

With a repayment plan, you could bring your account up to date in 2 to 12 months. Setting up a repayment plan on your account can impact your ability to borrow in the future, however keeping to it may prevent a larger impact on your credit file like a default. We’ll explain any impact this may have on your credit score before you apply. And we won’t charge you fees and interest during this time.

 

If you need more help at the end of the plan, we may be able to look at the option of setting up a consolidation loan with you. This would allow you to combine your debts with us into one monthly repayment.  

 

With this option, you won't be able to get any other forms of credit with us for at least 12 months. This is subject to a credit worthiness assessment. Loan repayments can be made over a period of 1 to 7 years and rates vary. 9% APR representative.  

 

Representative example 

You could borrow £7,000 at an annual interest rate of 8.65% (fixed) over 48 months, with 48 monthly repayments of £173.03. The amount repayable will be £8,305.44. 9% APR representative.

Options

Account closure

In some cases, you may benefit from your accounts being permanently closed. When we close your accounts we’ll let the credit reference agencies we use know, and we’ll register a default which will stay on your credit file for six years. This can limit your ability to borrow money in the future and we’ll explain some of the impacts this can have if we consider this option.

 

We’ll also stop charging interest. And we’ll help you work out a long-term solution to reduce your balances at a rate you can afford.

 

Get support with this online

We can now give you even more help online to meet your needs - whether you're behind with payments, or worried you’ll miss one.

Just log on to Internet Banking or the app, then tap 'Need help with your debt or payments?' from the account menu.

Log on or register

Get help with your credit card​

Call us if you are struggling with your credit card repayments and need help with managing your debt.​

​Already missed a payment?​

You can call us on 0808 145 0411. Lines are open Monday to Friday, 8.00am to 8.00pm and Saturday, 8.00am to 5.00pm.​

Worried about your future payments?​

Call us on 0808 145 0411. Lines are open Monday to Friday, 8.00am to 8.00pm and Saturday, 8.00am to 5.00pm.​

 

Options

Options

Take 30 days to get some help and advice

With this hold, we’ll give you the time and space to get some independent help and advice, and make sure your priority payments are up to date. However, you won’t be able to use your account while this hold is in place. 

 

It’s also a good idea to fill out a budget so that you’re ready to discuss your options. While you do this, we can stop calls asking you to contact us about your missed payments. And, we won’t charge you fees and interest during this time. 

 

This isn’t a payment holiday, as you’ll still need to make your contractual monthly payment. We may also tell credit reference agencies about any of your missed payments – this can limit your ability to borrow money in the future.

Options

Repayment plans

With a repayment plan, you could bring your account up to date in 2 to 12 months. You won’t be able to use your card during this time.

 

Setting up a repayment plan on your account can impact your ability to borrow in the future, however keeping to it may prevent a larger impact on your credit file like a default. We’ll explain any impact this may have on your credit score before you apply. And, we won’t charge you fees and interest during this time.

 

If you need more help at the end of the plan, we may be able to look at the option of setting up a consolidation loan with you. This would allow you to combine your debts with us into one monthly repayment.

 

With this option, you won't be able to get any other forms of credit with us for at least 12 months. This is subject to a credit worthiness assessment. Loan repayments can be made over a period of 1 to 7 years and rates vary. 9% APR representative.

 

Representative example

You could borrow £7,000 at an annual interest rate of 8.65% (fixed) over 48 months, with 48 monthly repayments of £173.03. The amount repayable will be £8,305.44. 9% APR representative.

Options

Account closure

In some cases, you may benefit from your accounts being permanently closed. When we close your accounts we’ll let the credit reference agencies we use know, and we’ll register a default which will stay on your credit file for six years. This can limit your ability to borrow money in the future and we’ll explain some of the impacts this can have if we consider this option.

 

We’ll also stop charging interest. And we’ll help you work out a long-term solution to reduce your balances at a rate you can afford.

 

Get support with this online

We can now give you even more help online to meet your needs - whether you're behind with payments, or worried you’ll miss one.

Just log on to Internet Banking or the app, then tap 'Need help with your debt or payments?' from the account menu.

Log on or register

Get help with your car finance​

Call us​ on 0808 145 0411 for help if you are struggling with making your car finance payments or managing your debt.

Lines are open Monday to Friday, 9.00am to 5.00pm and Saturday, 9.00am to 1.00pm.​​

You can sign into our car finance portal to find out more about how we can help you.

Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.