Coronavirus Update

Coronavirus Update

We wanted to let you know what we’re doing in response to the Coronavirus outbreak.

Firstly, we’re following the government health advice to make sure our staff stay safe and putting all the necessary measures in place to ensure this advice is followed.

We understand this is a challenging time and we’re putting our robust business continuity plans into action so we can continue to serve you during this trialing period.

 We recognise some of you might have some worries about how it could affect you and your money.

If you’re concerned about your loan during this time, here’s a few things which might help:


Accessing information about your loan

  • To keep on top of your loan, you can login to our Customer Self-Help Portal where you can view your account balance, make payment or ask us questions about your loan.
  • You can also email us via or call us on 0330 400 6000 if you have any questions or queries regarding your loan.

Should any of the above channel of communication becomes unavailable as a result of the Coronavirus, we will make you aware both here and/or via the email address you’ve provided to us.


Managing your loan account

You can either make your repayment via the Customer Self-Help Portal, over the phone by calling 0330 400 6000 or by setting up a standing order with your bank or calling us to set up continuous payment authority.

If you’re experiencing difficulties in repaying your loan, please do not despair as we’re always here to help. Simply reach out to us via the above email address or phone number and we will happily discuss a plan that works for you.

To settle your loan accounts, simply give us a call on 0330 400 6000 or send us an email and we will provide you with a settlement figure in accordance with your loan agreement.

Please note: With the increased uncertainty comes increased calls and emails leading to longer wait/response times and we do appreciate your continued patience while we assist all customers.

In current circumstances, if your query is not absolutely time critical, please contact us online via our Customer Self-Help Portal.


Worried about making payments due to coronavirus?

If you have been affected by coronavirus and you’re worried about your payments, you may apply for a payment deferral by giving us a call on 0330 400 6000 or send us an email to

During the deferral period the deferred amount would not be reported as being in arrears. This may result in you taking longer to settle your loan, but we promise not to charge you any post term interest or any charge/fee due to deferring your payments.

If you are self-employed and worried about loss of earnings, Citizens Advice can help you understand what support is available to you.


Where can I find out more about the coronavirus?

The UK Government websiteNHS and World Health Organisation (WHO) would be the best sources for further advice relating to coronavirus.