COVID-19 – Customer Statement

 

Support for customers affected by coronavirus (Covid-19)

With the impact of coronavirus being felt across the country, you may have concerns about how it is affecting you and your finances. We know the current period of disruption is difficult, both from a business and family perspective, so we are doing everything we can to support you and maintain the best level of service we can.

We want to reassure you that we are ready to support our customers through this period of business disruption. With this in mind, we have a number of options available if you are worried about making your repayments, including payment deferrals of up to three months. At the end of the deferral period, you can either make slightly higher payments for the remaining term, or revert to your usual monthly payment over an extended term.

We have agreed a very simple process to access this – just send an email to our customer service team at [email protected] with details of:

  • Your name and agreement /registration number
  • A brief summary of your concern
  • Please do not send any other personal details such as home address etc. as we already have that information on file

Please be assured that we are doing our best to help customers as quickly as possible, but our customer service team  are exceptionally busy at the moment so could we ask that you bear with us as we work though the enquiries we receive.

You also may be able to access support through a range of Government schemes and we would encourage you to explore these – details can be found at the following website:

https://www.gov.uk/government/publications/guidance-to-employers-and-businesses-about-covid-19/covid-19-support-for-businesses

https://www.gov.uk/government/publications/support-for-those-affected-by-covid-19/support-for-those-affected-by-covid-19

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