What we’re doing

Our leadership team are closely monitoring the guidance provided by the UK Government, making key decisions which will enable us to continue to deliver ongoing service and support for our customers and a safe environment for our employees.


Existing Customers:

  • We understand that you may be concerned about how the coronavirus will affect you financially. Your financial wellbeing is our priority.
  • If you are facing financial difficulties and would like to discuss your account, please contact us on [email protected]
  • Our teams are available to help, we are receiving more calls than normal in these unprecedented times, so please email us instead of calling if your query isn’t urgent on [email protected]


If you have been impacted by the coronavirus outbreak or believe you may be in the future and are worried about making your loan repayment, please get in touch with us as there are a number of ways in which we can help. This may include offering a payment deferment of up to 3 months or, if that is not the most appropriate solution, we could arrange for a reduction to your normal monthly commitment. If you can afford to make some repayments, even if it is a smaller amount than usual, then you should continue to do so.

To ensure you receive the most appropriate solution, we will assess your current situation and tailor the best solution for you This assessment will include how you are or could be impacted by coronavirus and how this has temporarily impacted the ability to repay your loan. As an example, if you’ve lost your job or you’re having to work less hours.

A payment deferment will give you the chance to pause repayments for up to 3 months, without it impacting your credit rating, but will mean it takes you longer to repay your loan. This won’t affect your credit file for the period of the payment freeze. However, interest will continue to build during this period, meaning you will pay higher costs in the longer term. Rest assured that we will not charge you any penalty interest or any fees for arranging a deferral.

Toward the end of the payment deferment period, we’ll contact you about your options for restarting repayments if appropriate at that time. You may be able to just resume making monthly repayments, which could mean it will take you longer to repay your loan or if you prefer, you could choose to make these repayments earlier.

This won’t change the terms of your agreement with us, so we’ll still need to send you notices about the delayed repayments when we’re legally required to. You won’t need to do anything in response to these notices as long as you don’t miss any repayments outside of this deferral.


If the person that you are acting as guarantor for asks us for a payment deferment, then we will let you know. We will not ask you to make payments on behalf of the borrower for the period of deferment, though you are of course welcome to make a payment if you would rather not extend the term of the agreement. Depending on the appropriate solution for the borrower, you may find that you are liable to guarantee the loan agreement for a longer period if the term is extended or that the overall cost is higher in the long term.

New Customers:

  • We are still accepting applications from new customers but we have made significant revisions to our lending criteria to reflect current circumstances.
  • If your application is currently going through our underwriting process, we will continue to progress it. If you have any queries regarding your application, please contact us via email on [email protected]

Useful Links

NHS information on Coronavirus

National Debtline

Loan Smart