FAQs - Your questions about coronavirus

I’ve agreed a payment holiday with you, but I’ve just received a ‘Notice of Sums in Arrears’. Why is this?

Sam Wooller, Customer Experience Communications Manager
Thursday, 30 April 2020

When we agree a Payment Holiday with you, we will do our best to make sure you do not receive unnecessary communications from us. However, we have to send certain communications to you as per regulation. These may include a Notice of Sums in Arrears (NOSA) or a statement of your account.

We’re required to send the NOSIA is notice to you in line with legislation, to reflect the fact that you have missed payments due to an agreed payment holiday – even if you have no other arrears on your agreement.

Please be assured that even if you do receive a NOSA from us, your Payment Holiday remains in place as agreed. We will not expect you to pay the payments included in your agreed Payment Holiday until the end of your agreement.

As long as you’re up to date with the agreement (other than the agreed payment holiday) you don’t need to take any action and you can simply file the Notice.

However, please note if you have arrears other than the agreed payment holiday, we will still need to look at that with you after the payment holiday ends. We can offer you support and information on the best ways to address your arrears when the time is right.