Can't make a payment?

The earlier you can let us know that you're having difficulties, the more options we have to help.

If you have more than one loan with us and break the rules of that loan, you may also break the rules of all your other loans. The results can be serious and may include enforcement of security where your other loans with us are secured.

Payment Waiver

If you chose Payment Waiver with your loan, we may be able to waive your loan repayments if the unexpected happens. Depending on your cover, if you’re unable to work because of redundancy or serious illness, you’ve got one less thing to worry about.

If you can't manage your repayments for any other reason, we may be able to help you find another solution. Just talk to us as soon as you can.

How we can help you if life changes

We know life can take unexpected turns. If your circumstances change because of an unforeseen event, you may be able to request changes to your contract. This is called a hardship application.

Your application must give a reasonable cause for why you can’t meet your repayments, for example:

• illness
• injury
• loss of employment or
• end of a relationship.

Apply for Hardship

You can request changes to your contract terms via a Hardship Application (see the form below). Any changes you request to the terms of your contract must be fair and reasonable for both us and you.

You can request to:

• extend the term of your loan and reduce each repayment
• postpone, or change, the dates repayments are due
• extend the term and postpone, during a specific period, the dates repayments are due

We might ask you to provide evidence about your unforeseen event. This might include:

• medical certificates
• redundancy letter
• separation agreement, or
• any other document we request to support your application.

Once received, we’ll contact you within five working days to discuss your circumstances. Read the government guidelines on hardship if you’d like more information.