If you are in financial difficulty, you shouldn’t apply for an extension. This option is only available to customers who aren’t in financial difficulty.
You should call us straight away on 0207 138 8330 and we’ll deal with your situation in a reasonable and helpful way.
If you let us know you can’t repay on time, we can see if setting up a repayment arrangement would be the best option for you. Please bear in mind that interest will continue to accrue on your overdue balance after your promise date until a repayment arrangement is put in place and you will incur a £20 missed payment fee if you fail to make full repayment or set up a repayment arrangement by 11pm on the third day after your promise date. So it is important that you contact us as soon as you can.
To set up a repayment arrangement, you’ll have to complete an online income and expenditure (I&E) form. This will help us understand your financial circumstances so we can try to arrange a fair, affordable and flexible plan.
The I&E form will be available in the ‘my account’ area of our site from 7 days before your promise date and for the whole time you’re in arrears. Once you’ve completed the form, we can put in place a repayment arrangement that suits your circumstances.
If we can’t do this, we’ll try to reach an alternative solution that takes into account your financial circumstances.
If you feel you’d benefit from independent money advice, you can contact any of the UK’s free debt advice agencies including these organisations:
StepChange Debt Charity
Telephone: 0800 138 1111
Telephone: You can find details of your local Citizens Advice bureau by going to the website above and using the search facility.
Telephone: 0808 808 4000
Please remember that a continued failure to repay your loan will mean credit reference agencies (CRAs) will record the outstanding debt. This information may be supplied to other organisations by CRAs and fraud prevention agencies to perform credit checks, to trace your whereabouts or to recover debts that you owe. Records remain on file for six years, whether you settle the debt or it remains outstanding during that period.