FAQs - Existing customers

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

Sam Wooller, Customer Experience Communications Manager, Thursday, 13 December 2018
Updated: Monday, 15 May 2023

If you’re experiencing financial difficulties and are worried that the agreement may not be affordable to you anymore, then please get in touch. Whether you’re having problems making a payment 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 to you.

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

Ideally, it’s easier for us to talk things through fully with you over the phone. You can call our Customer Services Team on 0330 555 1230 and one of our Agents will be more than happy to speak to you. We understand you may be having a difficult time, and picking up the phone can seem daunting, so if you would prefer to send us a secure message you can do so via your online My Moneybarn account.

If you are finding it difficult to repay your arrears, but are able to pay your monthly repayments, then you could be entitled to some ‘Breathing Space’, which is part of the Government Debt Respite Scheme. If you feel that you need time to seek advice and come up with a repayment plan or debt solution, then this is here to help you. As we are unable to give debt advice or assess whether you are eligible for the Breathing Space scheme, see the following list of not for profit debt advisory services you can contact:

StepChange Debt Charity – Debt advice throughout the UK.
Tel: 0800 138 1111 (freephone) – Mon to Fri 8am-8pm, Sat 8am-4pm

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

Business Debtline – a charity giving free debt advice to small businesses and self-employed people.
0800 197 6026 – Mon to Fri: 9am – 8pm

PayPlan – Free debt help and management plans
Tel: 0808 250 2209 (freephone) – Mon to Fri 8am–8pm, Sat 9am–3pm

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

MoneyHelper – For free, unbiased and easy-to-access money tools, information and advice.
You could also try their free online budget planner.
Tel: 0800 138 7777 – Mon to Fri, 8am-8pm, Sat 9am-1pm

Gov.uk benefits calculators – suggested independent benefits calculators