FAQs - Your questions about coronavirus

I’ve submitted a payment holiday form or I’ve emailed you back in reply to your payment holiday email, but I haven’t heard back. What should I do?

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

We are receiving lots of requests at the current time and our team is working as quickly as they can to respond.

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

Please rest assured that if you have emailed us and received a confirmation email, we will get back to you as soon as we can.

Your payment holiday will start from your next payment. However, we may not be able to stop your Direct Debit payment from being taken if it’s due in the next 10 days. In this instance, the payment holiday will start the following month. Don’t worry though, the payment holiday will still last for the time period you selected.