FAQs - Existing customers

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

Sam Wooler, Customer Experience Communications Manager
Thursday, 13 December 2018

if you’re experiencing financial difficulties and worried that the agreement may not be affordable or 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 offer you support and discuss the options you have available.

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). But 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.

There are also a number of free and impartial money management and debt advice organisations we would recommend you reach out to:

StepChange Debt Charity – Debt advice throughout the UK.
Web: www.stepchange.org/Contactus (you can complete their online debt help tool and budget form)
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
Web: www.nationaldebtline.co.uk (Webchat available)

Business Debtline – a charity giving free debt advice to small businesses and self-employed people.
0800 197 6026 – Mon to Fri: 9am – 8pm
Web: www.businessdebtline.org (Webchat available)

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

Citizens Advice – For advice and information on debt and other topics, visit your local Citizens Advice Bureau.
Web: www.citizensadvice.org.uk (Webchat service and ‘Find your local Citizens Advice’ tool available)
Tel: 03454 04 05 06 (Citizens Advice consumer helpline) – Mon to Fri, 9am-5pm

Money Advice Service – For free, unbiased and easy-to-access money tools, information and advice.
Web: www.moneyadviceservice.org.uk
Free online budget planner: www.moneyadviceservice.org.uk/en/tools/budget-planner
Tel: 0800 138 7777 – Mon to Fri, 8am-8pm, Sat 9am-1pm

Gov.uk benefits calculators – suggested independent benefits calculators
Web: www.gov.uk/benefits-calculators