Support with money worries
Money worries can happen to anyone, and they can feel overwhelming. This page brings together the support we can offer our members, along with trusted organisations who can help you take control and start moving forward again.
Loan repayment problems
If you’ve missed a loan repayment (or think you might be about to) please speak to us as soon as you can.
The sooner you get in touch, the more options we’ll have to support you. Leaving things too long can limit what we’re able to do, and in some cases may lead to legal action or a negative impact on your credit score. Reaching out early gives us the best chance to work with you and find a positive way forward.
When you speak to us, we can
Discuss any recent changes to your employment, family or living situation to ensure we understand.
Give you access to online tools to help put together a budget or understand your finances better.
Look at possible changes to your repayments to make things easier to manage
Signpost you to free sources of impartial advice and specialist support
Ways we could help
Every situation is different, so when you contact us, our team will talk through the options and help find the right solution for you. Some arrangements may affect your credit score — but if that’s the case, we’ll always explain it fully before you make a decision.
Payment Break
You may need time to get back on top of your finances, or to get some independent advice. If so, we may be able to arrange to delay or pause your repayments for an agreed period.
Repayment plan
Sometimes, life happens. If your financial situation has changed since you took your loan, we can agree a new repayment plan based on an amount you can afford.
Income & Expenditure Check
Our team may point you towards our budget planner, and ask you to complete it so we can get a full picture of your financial situation.
Signposting to advice
In some cases, you may need free & independent advice . As your financial provider, we can’t advise you what to do – but we can point you in the direction of those who can.
Calculators & tools
We also work with the independent Money & Pension Service to offer other tools you might find helpful:
Trusted organisations and advice
Sometimes you might need support or independent advice that we can’t provide. Depending on your situation, the organisations below may be able to help.
Help for Heroes
Help for Heroes provides support for serving personnel, veterans and family members. If you are living with anxiety and stress, are struggling financially, or just need a listening ear, we can help. Start your recovery journey today.
SSAFA Forcesline
A free and confidential telephone helpline and email service that provides support for serving (regulars and reserves), ex-Forces and for their families. SSAFA is outside of the military chain of command, will listen and we will not judge.
Royal British Legion
The Royal British Legion supports thousands of serving and ex-serving personnel every year. It can provide specialist compensation advice, help with debt and emergency situations, and can support you through grant applications.
National Debtline
National Debtline is a charity providing free advice and resources to help you deal with your debts. You can access National Debtline by phone, webchat, or get advice through the website.
Samaritans
Whatever you’re going through, a Samaritan will face it with you. We’re here 24 hours a day, 365 days a year. You can call us any time, from any phone for FREE. Call 116 123 or email [email protected]
GamCare
The National Gambling Helpline provides confidential information, advice and support for anyone affected by gambling problems in England, Scotland and Wales. Speak with an Adviser one-to-one over the phone or via live chat every day of the year, 24 hours a day.
Step Change
Step Change offers free debt advice that is based on a comprehensive assessment of your situation. It can then provide provide practical help and support for however long it is needed.
Cambridge House Law Centre
Cambridge House offers free confidential advice, assistance and representation in housing, employment and social welfare law.
Citizens Advice Southwark
Citizens Advice provides free, confidential, independent and impartial advice to help people resolve their problems with money, housing, employment, certain legal issues, and much more besides.