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Help with payment difficulties

Support and information if you're struggling with your finances

We’re here to support you

If you’re struggling to make payments or manage your finances, don’t worry - we can help. There are many reasons why people experience payment difficulties, such as a relationship breakdown, bereavement or health issues.

This page contains information about the support options we can offer, as well as a list of organisations who provide independent advice and guidance on everything from how to manage your money, to where you can go for support if you’re struggling.

If you have (or are worried about having) payment difficulties for any reason, please let us know. The sooner we know your situation, the quicker we can help. You can reach out to your account manager directly by phone or email or send us a secure message through online banking. We’ll review it, without judgement, and call you to see if we can help. Contacting us won't affect your credit rating.

Find your branch

Struggling to make payments to us

Whether you’ve already missed payments or are concerned that you won’t be able to make them in the future, speak to your account manager.

They can offer you tailored support that considers your personal circumstances and needs. To help us understand your affordability and make sure the right support is in place, we’ll ask you to complete our budget planner form.

Help with mortgage payments

If you’re struggling to make your payments, we have several support options available. Please be aware that we can’t offer every customer every option. The best option for you will depend on your circumstances and affordability.

We may be able to:

change the date of your Direct Debit
temporarily reduce your monthly payments
extend your mortgage term (to lower your monthly payments).

Please note: some of these options may mean you’ll pay more overall (including more interest). Your account manager will discuss this with you.

We can also help you repay any missed payments when you can afford to.

Help with budgeting

MoneyHelper is an independent, government backed service which can help you find a way forward with your finances.

You’ll find information on:

living on a squeezed income
working out a budget
how to prioritise bills and payments, accessing free, expert debt advice.

MoneyHelper

Helpful resources

Help for Households

The Department for Work and Pensions (DWP)’s cost of living support campaign.

You’ll find a wealth of information covering income support, help with energy bills and childcare costs, plus cost of living support payments.

Help for Households - Get government cost of living support

Do you have multiple debts?

If you owe several organisations money and you’re finding it difficult to make your repayments, you may want to contact either StepChange or PayPlan.

They both offer free, confidential advice and support appropriate to your individual circumstances.

You can contact both organisations in the way you find most comfortable.

StepChange

PayPlan

Consider your wellbeing

Ikon hand som håller i ett hjärta - omtanke

Experiencing payment difficulties can impact your overall mental health; especially if you’re trying to manage your finances on top of dealing with their cause, such as a negative life event or health issue.

It’s important that you don’t become overwhelmed by this, especially as help is available. You may find the following links helpful:

Mental health support

Mind Opens in a new window – offer help and support by providing information, advice and local services

Samaritans Opens in a new window – contact their 24/7 helpline if you’re struggling to cope

The NHS Opens in a new window – outlines services that could help you take control of your health and wellbeing

Rethink Mental Illness Opens in a new window – has comprehensive resources about living with a mental health issue, medication and the availability of financial support.