How we can help

Struggling with money worries?

We can give you support with any money worries you may have, now or in the future.

If you need help with your payments, get in touch with us for help and advice. We can help you create a repayment plan online, or give you tips and support to help you manage your money. You can also contact us and talk to one of our advisors.

Let's find you the right support

Support we offer

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.

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 support 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.

Get support online now

Prefer to speak to someone?

Already missed a payment?

You can call us on 0800 028 3861.

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 0437.

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’re by your side.

We’re here to help you with no judgement. Speaking to us alone won’t affect your credit score and our conversations will be confidential. We’ll work together to get you back on track.

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

To help manage your monthly payments you might be able to change the term of your mortgage. Just bear in mind that taking longer to repay your mortgage will usually mean you’ll pay more in interest.

Change your mortgage term

Get support 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 in 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 in now

Prefer to speak to someone?

Already missed a payment?

Call us on 0808 145 0439.

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 0379.

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’re by your side.

We’re here to help you with no judgement. Speaking to us alone won’t affect your credit score and our conversations will be confidential. We’ll work together to get you back on track.

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 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 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.

Get support 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 in 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 in now

Prefer to speak to someone?

Already missed a payment?

Call us on 0808 145 0421.

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 0379.

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’re by your side.

We’re here to help you with no judgement. Speaking to us alone won’t affect your credit score and our conversations will be confidential. We’ll work together to get you back on track.

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 support 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 in 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 in now

Prefer to speak to someone?

Already missed a payment?

Call us on 0808 145 0388.

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 0379.

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’re by your side.

We’re here to help you with no judgement. Speaking to us alone won’t affect your credit score and our conversations will be confidential. We’ll work together to get you back on track.

Video describing Missing Payments

Missing Payments

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 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. 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.

Get support with your car finance

Struggling to make your payments?

Call us on 0333 202 7943.

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, seven days a week.

More help with money worries

Free independent help and advice

Get support and guidance on your finances from free independent organisations or your government.

You can also access help and guidance on benefits and housing options you may be eligible for.

Find free help and advice

Talk to us in branch

If you are affected by financial difficulty, we’re by your side. Our specially trained colleagues are here to help you. Book a free Helping Hand appointment to review your finances in branch with a Banking Consultant.

Call us on 0345 721 3141 to book an appointment. Lines are open 8am to 6pm, 7 days a week.

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