Private Customer - Request for Tailored Support

If you’re facing financial hardship, we’re here to help.

Please enter the relevant details below. Once you have submitted your request, our dedicated team will review your request and contact you with a response within 3 – 5 business days.

If you’d prefer to communicate with us in a particular way, or you’re impacted by an impairment, disability or health condition and require extra support please let us know by indicating below:

If you’ve indicated above that you’d like to receive extra support, please give a brief explanation of how we can best support you with this?

Please answer all questions below and then press 'SUBMIT' at the bottom of the page.

Your response

1.Please give a brief description of why you’re experiencing payment difficulty

2.What is your current employment status?

3.Please confirm your occupation and industry

4.If you feel you need assistance, please indicate how long you’ll require this for.

5.Have you suffered a permanent reduction in household income since you entered into your agreement with us?

6.How much do you feel you could afford to pay each month towards your monthly repayment without causing you, or your family undue financial difficulty?


After forbearance period

Please note: by submitting this form, you acknowledge that to enable us to progress your request for tailored support, we may need to speak to you to gather further information and we’ll make a record in our internal systems of any information which you provide, within this form or otherwise.

Frequently Asked Questions

Will I be charged a fee or additional interest?

We’ll not charge any fees for providing financial relief. The interest rate we charge will not change, however, it’s important to understand that certain arrangements will result in the total interest you pay increasing because it’s taking longer to make the repayments under the loan. We’ll go through this in more detail when we call and discuss the options available to assist you.

I’ve already missed a repayment after my reduced repayment arrangement has come to an end. What should I do?

Please call us on 0330 123 0332 and select option 2.

Will I have to pay my next rental?

If you have a payment due within the next few days and are concerned please contact us on the details at the top of the page.

What support can you provide?

A number of tailored support options are available based on your individual circumstances.

We can also provide additional support if you are impacted by any impairment, disability or health condition.

Please contact us on the details at the top of the page so that we can discuss the options available to you.

If you’re finding it difficult to manage your debts or keep up with your payments, you can get free independent help and advice from several organisations. To find out more please visit:

Treating customers fairly

Find out more about our commitment to treat our customers fairly and to lend responsibly.

Discover more

Customer Security Check

Carry out a security check quickly and securely by completing our online form.

Get Started

Need to make a complaint?

All the information you need on our complaints process.

Complaint Process

New Customers
0370 600 6668

Existing Customers
0330 123 0332