We understand that no two customers are the same and some may be experiencing circumstances that make it difficult for them to manage their finances.

Our staff are great listeners and if we detect that one of our customers may be vulnerable, or if they have had the courage to tell us, then our team is trained to act appropriately.

A note is added to the customer’s account to ensure that in all future communications with the customer, their circumstances are considered.

In addition, we offer multiple ways to contact us so that a customer can choose the method most comfortable for them.

We also offer an offline service for customers who are struggling with our online services.

If you have any change in circumstances which you would like to ensure that we are aware of, please do not hesitate to contact us either via live chat, e-mail, or phone to ensure that this is noted on your account.