Specialist Help

We understand that at times customers may find themselves in circumstances outside of their control that may make life difficult. This may include recovering from or living with an illness, the loss of a job, having problems with your memory or caring for a family member. We understand that talking through your finances can be difficult, therefore we want to try and help you as much as possible during these challenging times.

How we can help you:

When you get in touch, you’ll speak to one of our understanding Specialist Review team members. They’ll listen to you, talk through your concerns and look at ways in which they may be able to help.

• If you are experiencing payment difficulty- we can offer treatments to help you such as stopping calls for a period of time or coming to an affordable arrangement to repay the debt. Please visit our payment difficulties.
  
  
• Specialist Client Review team- we have a Specialist Client Review agent who can listen to your needs and help you based on your individual circumstances.
  
  
• Communication- we can tailor our communication in a way that suits your needs. If you prefer to speak to us via phone, email or letter please let us know.
  
  
• Clear information-if you are struggling to understand any information we have provided to you, please let us know and we can try to explain it in a different way or direct you to further support.
  
  
• Accessibility- if you are hard of hearing, have a speech or sight impairment, we can offer adjustments to suit your needs.
  
  
• Recording your information- we will only record sensitive information if it is relevant and only with your consent.
  
  
• Third party- if you would prefer us to speak to someone else who you trust to manage your finances, you can appoint someone e.g. a family member or friend to act on your behalf.
  
  
• Sign-posting- if you are experiencing financial difficulty, there are a range of third parties we can refer you to including free debt advice charities.