Financial difficulties

– how we can help

14.1 We will be sympathetic and positive when we consider

any financial difficulties you may have. Our first step will be

to try to contact you to discuss the matter.

14.2 If you find yourself in financial difficulties, you should let

us know as soon as possible. We will do all we can to

help you to overcome your difficulties. With your cooperation, we will develop a plan with you for dealing

with your financial difficulties and we will tell you in

writing what we have agreed

14.3 The sooner we discuss your problems, the easier it will

be for both of us to find a solution. The more you tell us

about your full financial circumstances, the more we

may be able to help.

14.4 If you are having difficulties, you can also get help and

advice from debt-counselling organisations. We will tell

you where you can get free money advice. If you ask us

to, we will work with debt-counselling organisations,

such as Citizens Advice, money advice centres or the

Consumer Credit Counselling Service. Their contact

details are as follows

You should also be aware that there are other companies

that charge a fee for managing your debts. It is your

responsibility to check the fees that may be charged

before asking these companies to act on your behalf.

14.5 If you have debts with many creditors, a

debt-counselling organisation may complete a

Common Financial Statement (or an equivalent

statement we accept) on your behalf, which we will

accept as the basis for negotiations with you in drawing

up a debt-management plan.

14.6 In certain circumstances we may pass your debt to

another organisation or debt-collection agency. When

arranging how you will make your repayments, we will

always choose reputable firms which agree to follow

the Code.

14.7 In other circumstances, we may sell your debt. We will

always choose reputable firms if we do this.

 If you have a complaint, we encourage you to let us know and give us the opportunity to resolve your concerns. We promise to address your complaint quickly, efficiently and professionally, as retaining your confidence and trust is of utmost importance.