Payment difficulties FAQs

What happens when I talk to you?

You can count on us to consider your situation carefully and do our best to help you. Everything you tell us will stay between us and you. So if you have particular challenges, illnesses or anything else that makes it harder for you to deal with your finances right now, it’s best to let us know so that we can understand how to help you better. We’ll only keep this personal information on record if you’re OK with that.

There’s still many ways we can help you with financial difficulties, whether you’re in arrears already or not. Please refer to our payment difficulties page for information.

What options do I have if I’m struggling with my payments?

Call us or complete the mortgage help and support form to discuss these options.

If you have already missed a payment we still have a number options to support you so please get in touch.

Whether you’re having difficulty with your mortgage, your Buy to Let or Unsecured Personal Loan, you can find information in our payment difficulties page and see how to get in touch with us. The page also contains details of free debt advice organisations who might be able to help you.

If you’d rather we called you, just fill in our mortgage help and support form. You can also complete a simple budget planner so you can get a better understanding of what you’re earning and spending.

The most important thing is that you get in touch with us as soon as possible if you think you might be at risk of missing a payment. 

How does the Mortgage Charter help?

If you haven’t missed any payments, but are struggling with your mortgage, you may qualify for help under the Mortgage Charter. Find out more.

Should I cancel my Direct Debit if I’m finding it difficult to afford payments?

Don’t do this before speaking to us. A missed payment will be reported to the Credit Reference Agency. This could affect you if you want to apply for a loan or credit/hire agreement in future, so it’s something we want to help you avoid.

I cancelled my Direct Debit. How can I set it up again?

Call us and we can set it up for you over the phone. We can also talk about changing the date of your mortgage payment if it’ll help you.

Will my home be repossessed?

We see repossession as a last resort. We’ll write and try to speak to you several times to come up with a payment plan before we think about repossessing your property. The most important thing is for you to call us. It’s never too late to make an arrangement with us.

We won't take possession of your home without your consent until at least 12 months after your first missed payment.

What’s the impact on my Credit File?

If you miss a payment it will be reported to the Credit Reference agencies, as will any further missed payments. It’s really important to speak to us before you miss a payment if this can be avoided.

Lenders will use Credit File information when making decisions on future loans, hire agreements etc so it’s something we want to help you avoid.

Can I take a payment holiday?

Payment holidays were set up by the Government at the start of the Covid-19 pandemic. They’ve now ended. However, you may have a payment holiday as a feature of your mortgage. We can explore this with you. If you don’t, we can look at what other options are available.

Where can I get more information on how to get help?

If you’re still struggling with your mortgage payments, there’s support and guidance on ways we can help, as well as details of free debt advice organisations on our payment difficulties page or you can call us on 0800 121 8765 and we can help you.

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Our help section is bursting with useful information. If you'd rather chat, just give us a call.


Call us on 0800 121 8899

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Want help?
Our help section is bursting with useful information. If you'd rather chat, just give us a call.


Call us on

0800 121 8899

Call us