Treating you fairly when you cannot pay your Credit Card
If you are having trouble paying your credit card, we aim to treat you fairly.
- contact you as soon as possible to discuss your problem;
- talk to agencies who give advice (for example, Citizens' Advice) and are acting on your behalf if you want us to;
- give you a reasonable time to pay back the debt; and
- only take further action, if we cannot solve the problem with you.
You may find it useful to use our credit card repayment tool..
We might be able to
- change the way you make your payments or the date you make them;
- arrange a new payment plan with you taking your and our interests into account;
If we cannot do any of these things, we will tell you why. If we can make one of these arrangements with you, we will explain how it would work and give you an agreed period of time to consider it first.
What you can do to help
- Tell us as soon as possible if you are having problems repaying your credit card, or anticipate having problems
- Get in touch with us quickly if we try to contact you
- Keep to the payment plan we agree with you
- If you do not make the payments, we might have to go to court to get back any money you owe us
- Check whether you can get any state benefits or tax credits
- If you have an insurance policy, check whether it would help with your payments
- Tell us if you move to a new address or change your phone number
For further information about managing your finances or dealing with debt, please visit our Money help pages.
30 Day 'Breathing Space' Commitment
As part of our commitment to help borrowers struggling to repay their debts, we will provide 30 days 'Breathing Space' during which time we will suspend any collection activity, providing:
- a not-for-profit debt advice agency has been engaged and;
- they formally notify us that you are in serious discussions with them to agree a repayment plan.