We're here to help



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

There are also independent debt agencies who can offer support through difficult times and we’ve listed these below.

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.

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

Help us to understand the full picture

We recommend all customers complete our financial support form before contacting us. This helps give us a clear picture of your current financial situation and how we can best support you.

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.

Person smiling 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
Office meeting

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.

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/en

What you need to know

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.