Member Solutions

Thank you for taking the time to reach out and begin resolving your account, we appreciate your proactive approach. To help us support you as efficiently as possible, please complete the form below with the relevant details. Once submitted, our team will review your information and aim to get back to you as quickly as we can.

We understand that life doesn’t always go to plan, and sometimes that can make managing your repayments more challenging. That’s why our team are here to help.

Here to support you

Our dedicated team is focused on supporting members who may be experiencing financial difficulties or changes in their circumstances. Whether it is a temporary setback or something longer-term. We’ll work with you to find a way forward.

We can help with

Reviewing your current repayments
Exploring flexible payment options
Providing guidance and practical support
Helping you to better manage your account during difficult times

A personal, understanding approach

We take the time to understand your situation and treat every conversation with care, respect, and confidentiality. Our goal is to offer solutions that are realistic, giving you peace of mind and helping you to stay on track.

Get in touch

If you’re finding it difficult to keep up with your repayments, don’t wait. The sooner we know and the sooner you take action, the sooner we can help. Reach out to our team, by completing the contact form below and let’s work together to find the support you need.

Understanding your solution options

Often, a small adjustment keeps you and your account working perfectly. Sometimes people need to use further debt solutions. We have written a guide, with CAB to help you understand what the solutions are, as well as the benefits and consequences of these solutions. Head to our blog to read more.

What happens if you miss a payment?

We know sometimes things don’t go to plan. If you miss a payment, here’s what you can expect, and how we’ll support you.

We’ll get in touch quickly

If a payment is missed, our team will normally reach out within a day or two, usually by text message. The message will contain a link to this page to give guidance on what you can do next.

It’s always best to let us know early

If you’re going to miss a payment, we encourage you to get in touch as soon as possible. The earlier you contact us, the more options we have to help you.

If we don’t hear from you

If we don’t hear back within a few days, we’ll follow up. This may be through another text, a letter or a phone call to make sure we can offer support and help get things back on track.

Your credit file

Missed payments can show on your credit file, even if you’ve made an arrangement to pay. If you’re able to catch your payments up by the end of the same month, they won’t affect your credit file. Acting quickly can help minimise any potential impact.

If you’re struggling

We understand that sometimes financial difficulties can make it hard to keep up with repayments. If you’re in this position, please know that we will always do our best to support you and find a manageable solution.

Our responsibility to all Members

The money we lend doesn’t just come from us, it belongs to all members. Because of this we have a responsibility to recover funds where repayments aren’t made.

If we’re unable to agree a solution or don’t receive any response, we may need to take further action. This could include:

Sending formal letters
passing the account to a debt collection agency
Taking legal actions, such as a County Court Judgement (CCJ) and attachment of earnings
Applying for repayments through schemes like the eligible loan deduction scheme (ELDS)

Member Solutions