FAQs - Your questions about coronavirus

I’m worried I won’t hear back from you in time. What should I do?

Sam Wooller, Customer Experience Communications Manager
Thursday, 02 April 2020

If you have requested a payment holiday, and have received an email notification, then please be reassured we are working on your request and will confirm back to you as soon as we can.

All payment holiday requests will be confirmed within 7-10 working days.

However, if your payment is due in the next 10 days, we may not be able to stop your Direct Debit from being taken. In this instance, please cancel your Direct Debit with your bank and we’ll set that up again after the payment holiday ends.

When we confirm your payment holiday, we can look at the missed Direct Debit payment. It may be an option to backdate any missed payments and we can look to reduce or prevent any negative impact by adjusting our credit file reporting.

If you’re happy for us to set up your Direct Debit automatically for you once your payment holiday is over, you can tell us that when completing our payment holiday request form.