What support is available if I’m experiencing financial difficulties?

Sam Wooller, Customer Experience Communications Manager, Thursday, 13 December 2018
Updated: Monday, 18 September 2023

If you’re experiencing financial difficulties or are worried that you can no longer afford your agreement, then please get in touch.

Whether you’re having problems making a payment, are concerned you may experience financial difficulty in the near future, or you’ve already missed a payment, we will always want to speak to you so we can understand your situation and discuss what options are available.

It’s easier for us to talk things through with you over the phone, so please call our Customer Services Team and one of our Agents will be more than happy to speak to you.

However, we understand that sometimes it can feel daunting speaking with us on the phone. If you feel this way, then please email us and one of our Agents will be in touch shortly.

Do you have a Conditional Sale agreement?

Why not watch this short video which gives you an idea of what to expect when you call us about arrears?

Alternatively, you can send us a secure message via your online My Moneybarn account.

Do you need support?

A woman showing her friend support

If you’re experiencing financial difficulties or are worried that you can no longer afford your agreement, then please get in touch.

Whether you’re having problems making a payment, are concerned you may experience financial difficulty in the near future, or you’ve already missed a payment, we will always want to speak to you so we can understand your situation and discuss what options are available.

It’s easier for us to talk things through with you over the phone, so please call our Customer Services Team and one of our Agents will be more than happy to speak to you.

However, we understand that sometimes it can feel daunting speaking with us on the phone. If you feel this way, then please email us and one of our Agents will be in touch shortly.

Do you have a Conditional Sale agreement?

Why not watch this short video which gives you an idea of what to expect when you call us about arrears?

Alternatively, you can send us a secure message via your online My Moneybarn account.

A woman showing her friend support

Do you need support?

Below is a list of organisations that can offer you free and impartial advice and support, without judgement, if you’re experiencing financial difficulties. Their recommendations will be tailored to you, and they can provide a wide range of practical debt solutions to help you get back in control of your finances. They are there to help you find the most appropriate solution specifically for you.

StepChange Debt Charity – debt advice throughout the UK.

Tel: 0800 138 1111 (freephone)

Mon to Fri 8am-8pm, Sat 8am-4pm

With over 30 years’ experience, StepChange’s team of debt experts support thousands of people every year to deal with their debt problems; helping individuals take back control of their finances and their lives.

Business Debtline – a charity giving free debt advice to small businesses and self-employed people.

Tel: 0800 197 6026

Mon to Fri 9am – 8pm

The Business Debt Helpline, help and support individuals with the support they need to deal with their debts themselves, free of charge.

National Debt Helpline – debt advice and information in England, Wales or Scotland.

Tel: 0808 808 4000

Mon to Fri 9am-8pm, Sat 9:30am-1pm

The National Debt Helpline help and support individuals with the support they need to deal with their debts themselves, free of charge.

PayPlan – free debt help and management plans.

Tel: 0808 250 2209 (freephone)

Mon to Fri 8am–8pm, Sat 9am–3pm

Since its establishment in 1992, PayPlan are the UK’s largest provider of free debt solutions. Other solutions include IVAs, Trust Deeds and bankruptcy.

Below is a list of organisations that can offer you free and impartial advice and support, without judgement, if you’re experiencing financial difficulties. Their recommendations will be tailored to you, and they can provide a wide range of practical debt solutions to help you get back in control of your finances. They are there to help you find the most appropriate solution specifically for you.

StepChange Debt Charity – debt advice throughout the UK.

Tel: 0800 138 1111 (freephone)

Mon to Fri 8am-8pm, Sat 8am-4pm

With over 30 years’ experience, StepChange’s team of debt experts support thousands of people every year to deal with their debt problems; helping individuals take back control of their finances and their lives.

Business Debtline – a charity giving free debt advice to small businesses and self-employed people.

Tel: 0800 197 6026

Mon to Fri 9am – 8pm

The Business Debt Helpline, help and support individuals with the support they need to deal with their debts themselves, free of charge.

National Debt Helpline – debt advice and information in England, Wales or Scotland.

Tel: 0808 808 4000

Mon to Fri 9am-8pm, Sat 9:30am-1pm

The National Debt Helpline help and support individuals with the support they need to deal with their debts themselves, free of charge.

PayPlan – free debt help and management plans.

Tel: 0808 250 2209 (freephone)

Mon to Fri 8am–8pm, Sat 9am–3pm

Since its establishment in 1992, PayPlan are the UK’s largest provider of free debt solutions. Other solutions include IVAs, Trust Deeds and bankruptcy.

Citizens Advice – for advice and information on debt and other topics, visit your local Citizens Advice Bureau.

Tel: 03454 04 05 06 (Citizens Advice consumer helpline)

Mon to Fri 9am-5pm

Citizens Advice is an independent organisation that provides free, independent, confidential and impartial advice to individuals with consumer, housing, legal, and debt problems.

MoneyHelper – for free, unbiased and easy-to-access money tools, information and advice.

Tel: 0800 138 7777

Mon to Fri 8am-8pm, Sat 9am-1pm

MoneyHelper provides free, unbiased easy-to-access money tools, information and advice backed by the government for people across the UK.

You could also try their free online budget planner.

Gov.uk benefits calculators – suggested independent benefits calculators.

Use the Gov.uk benefits calculators to check what you could be entitled to, including:

  • How much your benefits payments could be
  • What benefits you could be entitled to
  • How to update your benefits if your situation were to change.

The Money Charity – helps individuals manage their money well and increase their financial wellbeing.

Tel: 0207 062 8933

Mon to Fri 9am-5pm

As the UK’s Financial Capability charity, The Money Charity, provides individuals of all ages with information, advice, education, and guidance when it comes to their finances.

Citizens Advice – for advice and information on debt and other topics, visit your local Citizens Advice Bureau.

Tel: 03454 04 05 06 (Citizens Advice consumer helpline)

Mon to Fri 9am-5pm

Citizens Advice is an independent organisation that provides free, independent, confidential and impartial advice to individuals with consumer, housing, legal, and debt problems.

MoneyHelper – for free, unbiased and easy-to-access money tools, information and advice.

Tel: 0800 138 7777

Mon to Fri 8am-8pm, Sat 9am-1pm

MoneyHelper provides free, unbiased easy-to-access money tools, information and advice backed by the government for people across the UK.

You could also try their free online budget planner.

Gov.uk benefits calculators – suggested independent benefits calculators.

Use the Gov.uk benefits calculators to check what you could be entitled to, including:

  • How much your benefits payments could be
  • What benefits you could be entitled to
  • How to update your benefits if your situation were to change.

The Money Charity – helps individuals manage their money well and increase their financial wellbeing.

Tel: 0207 062 8933

Mon to Fri 9am-5pm

As the UK’s Financial Capability charity, The Money Charity, provides individuals of all ages with information, advice, education, and guidance when it comes to their finances.

British Red Cross – assistance for people struggling with the cost of living crisis and financial pressure.

Tel: 0808 196 3651

Mon to Fri 10am-5pm, Wed 10am-8pm

The British Red Cross offers practical, local and emotional support to people across the UK, including money problems.

Christians Against Poverty – for debt counselling needs, including bankruptcy or insolvency.

Tel: 01274 760720

Mon to Thurs 9:30am-5pm

Christians Against Poverty is a national organisation that specialises in debt counselling for people in financial difficulty, such as bankruptcy and insolvency.

Debt Advice – free, confidential advice on any aspect of debt.

Tel: 0800 043 40 50

Mon to Fri 8am-6pm

The debt advice and education charity, Debt Advice Foundation, offers people across the UK, free, confidential support and advice to those worried about loans, credit and debt.

Mind – a mental health charity, helping those suffering with their mental health.

Tel: 0300 123 3393

Mon to Fri 9am-6pm

Mind provides support and guidance to equip and encourage those dealing with a mental health problem to come out the other side.

British Red Cross – assistance for people struggling with the cost of living crisis and financial pressure.

Tel: 0808 196 3651

Mon to Fri 10am-5pm, Wed 10am-8pm

The British Red Cross offers practical, local and emotional support to people across the UK, including money problems.

Christians Against Poverty – for debt counselling needs, including bankruptcy or insolvency.

Tel: 01274 760720

Mon to Thurs 9:30am-5pm

Christians Against Poverty is a national organisation that specialises in debt counselling for people in financial difficulty, such as bankruptcy and insolvency.

Debt Advice – free, confidential advice on any aspect of debt.

Tel: 0800 043 40 50

Mon to Fri 8am-6pm

The debt advice and education charity, Debt Advice Foundation, offers people across the UK, free, confidential support and advice to those worried about loans, credit and debt.

Mind – a mental health charity, helping those suffering with their mental health.

Tel: 0300 123 3393

Mon to Fri 9am-6pm

Mind provides support and guidance to equip and encourage those dealing with a mental health problem to come out the other side.

Debt Respite Scheme (Breathing Space)

If you are finding it difficult to repay your arrears, but are able to pay your monthly repayments, then you could be entitled to ‘Breathing Space’, which is part of the Government Debt Respite Scheme.

The Debt Respite Scheme (Breathing Space) gives someone in problem debt the right to legal protections from their creditors whilst they seek debt advice. A breathing space can only be started by a debt advice provider who is authorised by the Financial Conduct Authority to offer debt counselling or a local authority where they provide debt advice to residents. We recommend reaching out to the not-for-profit debt advisory services listed above for further guidance.

When you enter a period of Breathing Space under the Debt Respite Scheme, we will not look to enforce against any existing arrears for the time you are protected by the scheme. However, it is important for you to understand that you should still maintain future payments during this time.

Working out finances

Debt Respite Scheme (Breathing Space)

If you are finding it difficult to repay your arrears, but are able to pay your monthly repayments, then you could be entitled to ‘Breathing Space’, which is part of the Government Debt Respite Scheme.

The Debt Respite Scheme (Breathing Space) gives someone in problem debt the right to legal protections from their creditors whilst they seek debt advice. A breathing space can only be started by a debt advice provider who is authorised by the Financial Conduct Authority to offer debt counselling or a local authority where they provide debt advice to residents. We recommend reaching out to the not-for-profit debt advisory services listed above for further guidance.

When you enter a period of Breathing Space under the Debt Respite Scheme, we will not look to enforce against any existing arrears for the time you are protected by the scheme. However, it is important for you to understand that you should still maintain future payments during this time.

Working out finances

We understand this can be a stressful time, but you’re not alone. There are people who can help and things you can do. If you’re feeling overwhelmed, or that you can’t cope with your finances there is help available to support your mental wellbeing at this time. Go to the MoneyHelper website or phone 0800 138 7777.

We understand this can be a stressful time, but you’re not alone. There are people who can help and things you can do. If you’re feeling overwhelmed, or that you can’t cope with your finances there is help available to support your mental wellbeing at this time. Go to the MoneyHelper website or phone 0800 138 7777.

 
Sam Wooller, Customer Experience Communications Manager
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