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Feefo 2022 Platinum Trusted Service

We are here to support you regardless of your circumstances, needs or abilities.
There are a number of ways in which we can help to ensure the right support is in place, whether you are a new or existing customer.

How we can help you:

In you have a disability or a physical or mental health condition

Ways to interact with us:

We’re committed to being as flexible as possible so that we can cater to all of our customers’ needs. Just let us know what your preferred contact method is so that you can manage your loan account in a way that suits you, including by phone, e-mail, post or visiting us in branch.

Visiting us in a branch:

Most of our branches have private meeting rooms and accessible quiet areas, so you’ll have a comfortable space to talk to us. We can also offer longer appointments if you would like one.

We'll take the time and care to explain things and make sure you understand. You can take paperwork home to read and decide in your own time, and then come back to complete your application when you are ready.

Many of our branches have accessibility features such as step-free access, level or ramped entrances, and automated doors. You can search our website to find out which accessibility facilities your branch has.

Guide dogs and assistance dogs are welcome in all of our branches.

Our website:

Our website is configured so that you can view our website on different screen sizes, and you can change the size of text using your browser settings to suit your needs. You can also make other helpful changes in your browser – find out more here

Allowing someone else to help you use your account:

You can authorise someone you trust to help you manage your account, even if you only need this for a short time – we can help you to set this up, just contact your local branch.

We can also speak to a trusted individual with Power of Attorney if you have one in place.

Difficulty with hearing or speech:

If you have a Textphone or computer with the appropriate software, you can use our Relay UK service that has replaced Text Relay or Next Generation Text (NGT).

We can also accommodate a sign language interpreter who could accompany you to your appointment if you feel this would be beneficial. Alternatively, we can reimburse the cost of a Clarion UK British Sign Language interpreter if you wish to arrange this, up to the value of £200.

Our team members will ensure you are given enough time to read and understand the documentation that is provided.

Support if your vision is impaired:

Let us know if you prefer to receive your correspondence in large print. Guide dogs and assistance dogs are always welcome.

If you have a mental health condition:

If you feel your mental health is impacting your ability to manage your money, speak with a member of our friendly team in your local branch to find out how we can help you.

If you are visiting a branch we can meet in one of our private rooms, so you’ll have a comfortable space to talk to us, and we can book you in for a longer appointment should you need it.

We will always treat customers with sensitivity, confidentiality, and respect. 

There are specialist organisations that can help those struggling with mental health issues, such as the Samaritans, who offer a safe place for you talk any time you like, in your own way – you can phone 126 113 (24-hour phone line) or you can email them at [email protected] Alternatively, click here to visit their website.

If you are facing major life events

Life's challenges can throw your finances into disarray - if you're worried about your health, dealing with bereavement, a marital split, or a reduction in your income, perhaps because of redundancy or illness, we are here to help.

Let us know about your individual circumstances and we will work with you to develop a plan and support you as much as we can.

You can notify us in a way that suits you – call us, visit us in branch or send us an email, whatever is easiest for you.

If you are facing significant financial circumstances

If you’re worried that you might miss a payment or you have already missed a payment, please contact us so we can talk you through your options. It is much more beneficial to act quickly, so don’t delay. We are here to help, not judge.

If you have other financial worries, we can refer you to free, independent debt advice, including Step Change Debt Charity or the Citizens’ Advice bureau.

You may wish to complete our income and expenditure form, so we can both have a good understanding of your finances. We can supply this to you without cost, and are happy to help you complete it.

Breathing space

This means that 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. You will need to speak to an independent debt advice provider who will set this up for you, and you can contact us for their details if you wish to. Alternatively, consider speaking with a free service such as StepChange or PayPlan

Repayment plans

Where you can afford to, we may be able to set up a repayment plan. Depending on your circumstances this could be a short or long-term plan, aimed at getting your loan back on track as soon as possible. We’ll explain any impact this may have on your credit score before we agree a way forward with you.

If you are unsure of something or need any extra help, please tell us.
We will listen and help as best we can.