Coronavirus (COVID-19)

We know you may be concerned about the Coronavirus (COVID-19) and want to assure you that we are here to work with you to reach a suitable solution to your situation. 

This is an important update regarding our services – please read it in full: 

  • During the Coronavirus outbreak, our opening hours have temporarily changed:

          Monday – Friday: 9am - 6pm

          Saturday: Closed

          You can still use our Online service to review the status of your case, make a payment and set up or amend a repayment arrangement. You can also make a payment            over the phone now by using our Automated Payment Service – if you wish to do so, call the number on our letters and press 1 when prompted.

  • Any automated payment which is due to be processed, including direct debit and continuous payment authority (CPA), will continue to process as normal during this time. If this is likely to cause an issue for you, please contact us or speak with your bank.

  • If you need to discuss an upcoming Court hearing, you can still contact us by email, and we will try to respond as soon as possible but we strongly recommend that you also contact the County Court, especially if the hearing is due in the next few days. Similarly, if you have been contacted by a bailiff, please contact the bailiff or County Court directly.

We will update this message with any further changes to our services so please continue to check this page for the latest updates. We apologise for any inconvenience caused and appreciate your patience with us during this time.

We have provided answers to some of our most frequently asked questions. If the information you require is not stated below, please do not hesitate to contact us

Given the challenging situation, wherever possible we will work with you to ensure a suitable solution to your situation. You can register to view and manage your account online at any time. If the online options are not suitable or you need to speak to someone, please contact us.

We understand that your situation may change during this time. If you’re concerned, please contact us and we’ll work with you to find a suitable way forward. Alternatively, you can register to manage your account online 24/7 or use our Budget Calculator to review your current financial situation.

You can use our useful Budget Calculator to help you see how changes to your income will affect your budget. Alternatively, you can contact us and discuss your circumstances with a member of our team.

There are plenty of organisations, such as Samaritans and Mind, that can help and offer you practical advice and support. We can work with you while you seek advice from them.

StepChange and National Debtline have further information on the Coronavirus. There are also a number of other independent charities and debt management companies who can offer help and advice.

The Coronavirus is impacting many people and can pose a serious health risk. We want everyone to stay safe, so please follow the advice being given by the UK government and the NHS.

There’s plenty you can do online without having to pick up the phone. If you register to manage your account online you can:

  • View your account details
  • Set up a Direct Debit payment plan
  • Make a one-off card payment
  • Change your phone number or email address
  • Choose how we contact you

Without registering, you can:

If you have already registered, log in to access the Budget Calculator.

If you are not registered, click Payments  and fill in your details. Click Next and follow the How much can I afford? link.

We are working hard to make sure that, where we can, we are providing the support you need. This means that, in line with the Government’s guidance, our staff are working from home.

We take data protection and the security of your data very seriously. We have put a range of security measures in place to make sure that your data is safe.

These measures are in line with the official guidance around working from home from the Information Commissioner’s Office, the Solicitors Regulation Authority and the Financial Conduct Authority. Find out more about some of the things that we do to keep your data safe.