There could be any number of reasons that mean you would like us to work with you differently today, in the future, or on an ongoing basis.

This might be because you have experienced a life changing event (for example a bereavement or the breakdown of a relationship), because of your mental or physical wellbeing, or maybe you learn and understand information in a different way and would like support from a third party to help you manage your money and mortgage.

How we can support you

There are many ways we can offer you additional support depending on your needs, from speaking with someone you trust, to giving you extra time to absorb or get help with reviewing information. Here are a few examples of how we can support you:

  • Liaise with someone you trust
  • Provide you with information in alternative formats such as braille, large print or audio
  • Offer you a range of ways to communicate with us
  • Give you additional time to absorb and think about any information we send to you
  • Provide support options if you’re struggling to make your payments
  • Help you identify any other organisations that can give you expert support
  • Support you with adjusting your computer to make it easier to use with our website

If you’re experiencing a situation that is impacting how you manage your finances, please let us know how we can help you.

Person and golden retriever at beach

Customers with money worries

We understand that your circumstances can change, sometimes without warning, and we want to reassure you that we’re here to support you.

If you’re a mortgage or business finance customer and you're worried about making payments, please contact us as soon as possible. We’ll try to help you to take the pressure off and make managing your account a bit easier. You can visit our dedicated help pages at:

Support for mortgage customers with money worries

Support for asset finance customers with money worries

Couple on the sofa reviewing their finances


We know it can be a difficult time when you suffer a bereavement and as a first step, we always recommend that you give us a call to let us know what's happened. Our team is trained to help and will sensitively discuss your situation with you.

Find out more about how we can help and what you'll need to send to us by reading our bereavement guide.

Independent help and support when you need it

While we can help you manage your finances with us based on your circumstances, you might want to speak to an independent expert based on your circumstances.

Financial advice

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
or call 0808 8084000

Citizens Advice -

PayPlan -
or call 0800 280 2816

Money Helper -

For further guidance and information, please visit the regulator’s official website.

Financial Conduct Authority -

Financial Conduct Authority - Consumers struggling with rising prices urged to seek

Health advice

Bereavement support

Benefit Information -

Mind -

Alcohol Addiction -

Cancer support -

Gambling addiction -

Samaritans -

Drug Addiction -