I have missed a payment - what should I do?

If you’re struggling to make your payments, it’s best to get in touch with us as soon as you can. You'll find how to contact us on our financial difficulty page along with details of the support we can offer.

Credit Cards:
When you miss a credit card payment here's what may happen:
  • We’ll send you a letter, email and/or SMS to let you know you’ve missed a payment
  • You may be charged a Late Payment Fee of £12, which will be taken in your next statement period. You’ll see this charge as a transaction wherever you check your spending - in Online Banking, our Mobile Banking App, or on your monthly statement.
  • If you have any 0% interest rates, these may be withdrawn
  • A missed payment marker may be noted on your credit file, which could impact your ability to borrow money
  • Spending on your card may also be blocked until your payments are up to date
You can make up a missed payment using any of our ways to pay your Credit Card. To avoid missing payments, you might want to set up a Direct Debit or set up alerts to remind you when your payment is due.

Loans:
If you’ve missed your loan payment by less than 14 days and usually pay by Direct Debit, we’ll automatically attempt to take the payment again within 10-14 days. If you'd like to make up your payment before then please contact us so we can stop your Direct Debit from trying to go through again.

When you miss a loan payment, we’ll send you a letter or text to let you know. We might also note this on your credit file, which could affect your ability to borrow money in future.

If you miss your loan payment by more than 14 days, then you can make it up through our various ways to pay.
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