Helping you with money worries

Support with your payments

Whether you are struggling to keep up with your payments or looking for advice on managing your finances, we’re here to help.

We have tips and support to help you manage your money and can also help you create a repayment plan online.

If you’d prefer to speak to someone, you can call us and talk to an adviser over the phone.

Finding you the right help

Support we offer

To help you, we will:

  • Go through your finances and any concerns you have with your money.
  • Signpost you to any relevant help and support we offer.
  • Tell you where you can find extra help, such as free independent help.

Before you contact us

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

  • Your account numbers.
  • Your monthly income and expenditure.
  • And a pen and paper to jot things down.

I need help with...

Get help with your mortgage

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.

Steps to take

We'll guide you through it.

  • In the app
    Search for ‘Need help with your debt or payments’ or select the 3-dot menu to find it.

  • On a phone
    Select the ‘Our products and services’ tab. Then select ‘Need help with debt or payments?’ for the mortgage, credit card, loan or current account you need our support with.

    On a computer
    Select ‘Need help with your debt or payments?’ on the account menu.

 

Mobile banking app

Join our 10 million app users.

  • Simple and secure login.
  • Set up handy notifications.
  • Message us online.

Online banking

Log in to view or manage your accounts on our website.

Log in

Register

Mobile banking app

Join our 10 million app users.

  • Simple and secure login.
  • Set up handy notifications.
  • Message us online.

Continue to app

Online banking

Log in to view or manage your accounts on our website.

Log in

Register

Prefer to speak to someone?

Already missed a payment?

Call us on 0808 145 0399.

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 0692.

Lines are open Monday to Friday, 8.00am to 8.00pm and Saturday, 8.00am to 5.00pm.​

Missing payments

If you’ve missed a payment, we could help you get back on track.

We’re here to listen and help, without any judgement. Picking up the phone alone won’t affect your credit score. The best thing you can do is talk to us.

Explore your options

Setting up 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.

Take 30 days to get some help and advice

You can ask us to put a hold on your account for 30 days. This will 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.

Making your mortgage affordable again

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 depending on eligibility. Our colleagues will be able to explain them to you in full.

Support if you can no longer afford your mortgage

If you know you can’t afford your monthly payments and we’ve been through all other options with you, we can help you exit your mortgage but you may need to sell your property to repay the loan. We have partners that can help market the property and manage the sale with you or you can sell it yourself.

Change your mortgage term

You may be able to change your mortgage term to help manage your monthly payments. Just bear in mind that extending your term usually means you’ll pay more in interest charges over the duration of your mortgage.

Manage your mortgage term

Get help with your overdraft​

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.

Log on to the app or Internet Banking:

In the app: Search for ‘Need help with your debt or payments’ or select the three-dot menu to find it.

Internet Banking:

  • On a phone: Select the ‘Our products and services’ tab. Then select ‘Need help with debt or payments?’ for the credit card, loan or current account you need our support with.
  • On a computer: Select ‘Need help with your debt or payments?’ on the account menu.

Log on now

Prefer to speak to someone?

Already missed a payment?

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.​

Missing payments

If you’ve missed a payment, we could help you get back on track.

We’re here to listen and help, without any judgement. Picking up the phone alone won’t affect your credit score. The best thing you can do is talk to us.

Explore your 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.

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.

Take 30 days to get some help and advice

You can ask us to put a hold on your account for 30 days. This will 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.

Get help with your loan​

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.

Log on to the app or Internet Banking:

In the app: Search for ‘Need help with your debt or payments’ or select the three-dot menu to find it.

Internet Banking:

  • On a phone: Select the ‘Our products and services’ tab. Then select ‘Need help with debt or payments?’ for the credit card, loan or current account you need our support with.
  • On a computer: Select ‘Need help with your debt or payments?’ on the account menu.

Log on now

Prefer to speak to someone?

Already missed a payment?

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.​

Missing payments

If you’ve missed a payment, we could help you get back on track.

We’re here to listen and help, without any judgement. Picking up the phone alone won’t affect your credit score. The best thing you can do is talk to us.

Explore your 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 may impact your ability to borrow in the future. Keeping to the agreed repayments can prevent a larger impact on your credit file like a default. We’ll explain any impact this may have on your credit file before you apply. And we won’t charge you fees and interest during this time.

If you can’t afford to bring your account up to date in 2 to 12 months, 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.

This option is subject to a credit worthiness assessment and you won't be able to get any other forms of credit from us for the life of the loan. Loan repayments can be made over a period of 1 to 7 years and rates vary.

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.

Take 30 days to get some help and advice

You can ask us to put a hold on your account for 30 days. This will 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.

Get help with your credit card​

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.

Log on to the app or Internet Banking:

In the app: Search for ‘Need help with your debt or payments’ or select the three-dot menu to find it.

Internet Banking:

  • On a phone: Select the ‘Our products and services’ tab. Then select ‘Need help with debt or payments?’ for the credit card, loan or current account you need our support with.
  • On a computer: Select ‘Need help with your debt or payments?’ on the account menu.

Log on now

Prefer to speak to someone?

Already missed a payment?

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.​

Missing payments

If you’ve missed a payment, we could help you get back on track.

We’re here to listen and help, without any judgement. Picking up the phone alone won’t affect your credit score. The best thing you can do is talk to us.

Explore your 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.

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.

Take 30 days to get some help and advice

You can ask us to put a hold on your account for 30 days. This will 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.

Get help with your car finance​

Struggling to make your payments?

Call us​ on 0333 202 7946.

Lines are open Monday to Friday 8:30am-6pm and Saturday 9am-1pm.

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.

Further help with money worries

Free independent help and advice

Get support with your finances from free independent organisations or your government.

There's also help and support on a range of benefits and housing options that you may be entitled to.

Free help and advice

Talk to us in branch

If you are experiencing financial difficulty, you are not alone. Our specially trained colleagues are by your side to support you. Find your nearest branch to book a free appointment to review your finances with a Banking Consultant.

Find your nearest branch

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