30/03/2020

 

Following the announcement from the Prime Minister on Monday 23rd March, all home visits will be stopping until further notice.

 

Reps will still be working, however they will not be able to visit you.

 

If they were due to visit you in the next few days, they’ll contact you by phone or text to make arrangements for your payment.

 

If you need to speak to your Rep please be patient, it could take longer than normal to get hold of them at the moment. As always, you should always try to get in touch with them first to discuss something on your account.

 

As the COVID-19 situation continues to change and evolve, we know it’s creating lots of uncertainty for both our customers and colleagues. We’re truly sorry that this is affecting you, your family and friends and we will do what we can to help get you through these troubling times.

 

How to pay without a home visit

 

We have a few payment options available. You can:

 

• Continue to make payments online
• Use our automated payment line by calling 0800 916 6440

 

We’re also working on a number of other solutions. Please contact your Rep or check back over the coming days for more information.

 

How to get a loan without a home visit

 

If you’re an existing customer or have had a loan in the last 6 months, please contact your Rep who’ll be able to help.

 

Unfortunately we’re currently unable to provide loans to new customers. We’re working on a solution that will allow us to do so, even though our Reps are unable to visit. You can still apply for a loan whilst we work on this.

 

If your income is affected

 

We know that this situation is having, or will have, an impact on some people’s incomes. If you think you might be affected, you might be worried about getting behind with your payments.

 

If this does happen, we’ll understand.

 

• In the first instance, talk to your Rep on the phone or by text and they can walk you through the options available to you
• We also have a range of FAQs online which may help answer your question – you can find them here
• If you’re finding it difficult to manage your money, but you’re not comfortable in speaking with us, you might find some of the helpful information here useful
• Alternatively, you can fill in our online contact form
• You can call our contact centre on 0800 096 6064 to talk about your options. Please note, wait times will be longer than usual

 

The best thing to do is talk to your Rep. There are lots of ways we can help if you find yourself struggling to pay.

 

Our Contact Centre

 

Just like everyone else we are struggling to answer all of the calls that are coming in at the minute. We want to be able to help all our customers. Please always speak to your Rep first, they should be able to help with any questions you have.

 

Where can I find out more about the coronavirus?

 

The UK Government website, NHS and World Health Organisation (WHO) are the best sources of information.