We're here to help


If you’re going through a difficult and stressful time, please contact us as soon as possible.

We’ll try to support and help you to take the pressure off and make managing your account a bit easier. We’ll talk through some options that could make your payments more manageable, or give you some room to breathe.

Talking to us won’t affect your credit file. If you agree to an arrangement with us then this maybe reflected on your credit file, but this could happen if you miss payments anyway.

Your finances

We’d recommend that you complete our income and expenditure form so we have a clear picture of your monthly expenses and how we can best support you.

Once completed, a member of our Financial Assistance team will assess how we can tailor support to you. We'll then give you a call using the number we have on file for you.

An Income & Expenditure form is a great tool to give clarity on your finances. It takes into consideration every type of expense and income, and at the end you will be able to see how much you have remaining. If there are funds remaining, this is called a surplus. If there are no funds remaining, this is called a deficit. We use this outcome to make sure the support we offer you is tailored to your needs – today and months down the line.

Please make sure you have a good understanding of all your income as well as outgoings (including for anyone who you share the bills with). It would be useful for you to have your mobile banking app to hand or bank statement.

If you're a business customer, we’ll need you to provide 3 months bank statements, management information (MI) reporting, business forecast and recent statutory filed accounts along with the completed form.

The form can take around 20 minutes to complete, or longer if you’re not sure of your finances.

What we'll talk about

We know speaking about finances can be daunting, so to help you prepare we’ve outlined the types of things we’ll talk about during the call:

  • Discuss your situation so we can understand any issues you’re experiencing
  • Ask you about your income and outgoings and any debts* you may have
  • Explore potential solutions to your situation for example, we’ll see if we can make changes to your agreement, such as moving your payment date
  • Provide independent contacts if you would like more financial advice or support

*Please note we are unable to provide you with advice about debts you may have with other organisations

Office meeting at desk

Getting back on track

  • Review your budget
  • Complete our Income and Expenditure form
  • Review your monthly income and outgoings
  • Consider your financial priorities
  • Always ensure that you pay essential bills first. These will include mortgage repayments, council tax, utility bills and home and car insurance


Contact your creditors and let them know about your situation. You should consider your financial priorities when contacting your creditors and pay essential bills first. Although they may encourage you to make full repayments, it’s always best to be open and clear about your situation and let them know how much you can realistically afford to pay. You can then work with them to come up with a repayment plan.

Office meeting

Getting in touch

Our dedicated team are here to offer support and they’ll work with you to help find a solution.

You can call 0118 955 6675 or email forbearance@aldermore.co.uk. If you can provide your name, account number and contact telephone number, we will respond within two working days.

Who else can help?

If you’d like independent debt advice there’s a range of services available including government agencies, free advice agencies and others that charge a fee. The services below will help you with carrying out an assessment, budgeting and offer a full tailored solution for your circumstances.

Money Advice Trust –nationaldebtline.org
or call 0808 8084000

Citizens Advice adviceguide.org.uk

PayPlan – payplan.com
or call 0800 280 2816

Financial Conduct Authority - www.fca.org.uk
for guidance on how to prioritise your debts and budget planning

Money Helper -moneyhelper.org.uk

For more information, you can download our Help and Support guide.

Person on phone call

The impact of missing payments

It’s not great to hear, but it’s important to be aware of what can happen when you stop making repayments. It’s going to affect your credit file, and a poor credit score could mean:

  • You get rejected for future credit applications
  • It could affect your ability to get credit in the future
  • It could affect anyone who is financially associated with you (for example through a joint bank account or credit account) and impact their ability to get credit.

T&Cs will apply, subject to status and affordability. Any asset used as security may be at risk if you do not repay any debt secured on it.