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.

Your Rep is still working and there if you need them. Don't hesitate to call or text them if you need support with your account. 

Home visits

Our Reps will only visit you if it's safe to do so. They won't visit you if:

• There's a lockdown in place, local or national
• They can't talk to you on the phone first
• They can't do a risk assessment over the phone with you first

There are other ways to get a loan and pay if your Rep can't visit. Find out more below.

How to get a loan without a home visit

If you're a new or existing customer you can apply for a loan online. If you're accepted in principle a Rep will call you to finish the application. During lockdown periods we’ll send the money straight to your bank account. Your bank account can’t be a savings account and must be able to take FASTER payments/ Direct Debits for us to do this. If there isn’t a lockdown in place we can drop off the money to you in cash. We’ll follow social distancing rules if we do this.

You can also contact your Rep if you’re an existing customer, or have had a loan in the last 6 months. They’ll be happy to help.

How to pay without a home visit

You can pay your Rep over the phone if they can't visit you. You can also pay:

• Straight from your bank account, if this was set up when you got your loan
• Using our automated payment line by calling 0800 916 6440
• On our website

Speak to your Rep for more information. 

Help with your loan 

We know that this situation is having, or will have, an impact on some people’s incomes. If you’ve found yourself in a situation where you’re not able to make your next payment, please don’t worry. We won’t ever charge you for missed or late payments.

We have a range of options available to support customers who are in financial difficulty, if you think you might be affected, please get in touch as soon as possible so we can help you.

• In the first instance, talk to your Rep on the phone or by text and they can talk 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 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 may 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. The following organisations may also be able to offer you free and independent advice. 

Our Contact Centre

The Contact Centre is open Monday – Friday 8am – 6pm, except bank holidays. 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.

You can also find helpful information on the Financial Conduct Authority's (FCA) website.