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. We will need to discuss the choices available to you to ensure we select the best option to suit your requirements.

We have agreed a very simple process to access this – just complete the online form below. We will call you back as soon as possible to discuss the options and provide you with the necessary documents for you to read, e-sign and return. In the meantime, we will suspend your Direct Debit so we will not collect your next payment.  Please be aware that, unfortunately, we are unable to stop collection by Direct Debit if your payment due date is in the next 3 working days. Where you have multiple agreements, please complete a separate submission for each agreement.

Please note the quickest way to ask for a payment deferral is through the online form. However, if you do feel that you need to contact us for additional support, please either email [email protected] or call us on 0330 123 0332.

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

Please click here to apply for a payment deferral

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