Many people face financial worries at some point in their lives.

If you’ve missed a payment, or feel you may miss a payment, please take a look at the ‘Having problems making payments or with charges?’ section below. If you need to talk to us after this, we promise to be open and honest, taking your individual circumstances into account to find a way forward that works for you.

If your mortgage payment holiday is coming to an end, take a look at ‘If your mortgage payment holiday is ending’. 

If your credit card or personal loan payment holiday is coming to an end, take a look at the relevant sections below. 

If your temporary overdraft support is coming to an end, and you need further support take a look at the ‘Having problems making payments or with charges?’ section below.

And if you’re looking for some general advice on looking after your money, take a look at the ‘Stay on top of your money’ section.

If you’re having problems with your payments it’s vital that you talk to us as soon as possible. There are a number of ways we may be able to help you. You’ll find some information on the types of support we could offer below. 

Before you call us, it’s really important you complete a budget planner. It’s a great starting point when you speak to us which means you won’t be on the telephone any longer than you need to be. Further details about budget planning, and how to access a budget planner, can be found in the ‘Budget planning’ section of this page. 

Mortgages

We might be able to help with:

Reducing your monthly amount by refinancing your mortgage

A short-term payment arrangement

An outside organisation to help assess or order your finances

Call us on 0800 085 1226

8am-6pm Mon-Fri

9am-5pm Sat

If you’ve lost your job or are recently retired, please go to the Department of Work and Pensions website to check if you’re eligible for support for mortgage interest.

Current accounts

If you’re using your overdraft and you’re struggling to repay it, it’s really important that you talk to us about it.

If you’re unsure what your overdraft might cost please visit our cost calculator

We might be able to help with:

  • Changing due dates of Direct Debits and standing orders to coincide with money coming in to your account.
  • Reducing the amount of some bill payments and removing those that aren’t needed. 
  • Putting you in contact with an independent organisation to help you figure out your finances.
  • Looking at whether we can change your current account to one which may charge less for using an overdraft or if you could borrow money in different ways.
  • We may also be able to come to an arrangement on your overdraft and charges based on your personal circumstances.
  • Signing you up for free text message alerts or Online and Mobile Banking to help you stay in touch with your account.

If you'd like some more information about understanding overdrafts, statements, how to manage your money, setting up account alerts and more, please read our 'Managing your money (1.39 MB) (1.39 MB)' leaflet.

Before you call us, please fill out a budget planner so we have a full view of your finances. 

Call us on 0800 587 11 22 

8am-6pm Mon-Fri

9am-5pm Sat

 

If you’re looking for guidance but don’t know where to start. You could also take a look at the Money Navigator tool provided by the Money Advice Service.

Credit cards

If you’re having difficulties please phone us as soon as possible, it will help to avoid late payment charges. 

We might be able to help with:

A short-term payment arrangement

30 days breathing space to let you look at your finances and/ or get help from an outside organisation

Call us on 0800 389 6655 

8am-6pm Mon-Fri

9am-5pm Sat

Personal loans

 

We might be able to help with:

 A short-term payment arrangement

Reducing monthly payments

An outside organisation to help assess or order your finances

Call us on 0800 678 3322 

8am-6pm Mon-Fri

9am-5pm Sat

 

The idea of looking at your budget may feel daunting and it may even be something you’ve never done before, but it’s your first step towards getting back on track if you’re worried about your finances. Plus, when you speak to us, we’ll already know what you earn and how much you spend, which helps us to offer more personal support. It may also help you to quickly identify ways to save money, and start to reduce your debt straight away.

Budgeting could help you 

  • See where your money is going
  • Organise your spending
  • Reach your financial goals
  • Manage financial difficulties

Our budget planner is called MyFinances

MyFinances is easy to use:

  1. If you don’t already have one, you can get a reference number from us by typing in ‘uniquereference’ into the ‘Chat with us’ banner on the right
  2. Complete the budget form below

    MyFinances budget planner
     
  3. Share the form with us (in the planner) when you're finished and call us on 0800 085 1479

Budgeting could be for you if

You’re trying to see where your money is going
 

You’re trying to reduce the amount you spend each month
 

You’re saving towards a goal

 

Your income is reduced because of coronavirus or other unexpected circumstances

Things to have ready

  • Your budget planner results. If you haven’t filled in a budget planner yet, you can find details on how to do this in the ‘Budget planning’ section of this page.
  • Your account details.

We may also need to ask you some security questions.

If you’ve spoken to an outside organisation

If you’ve been given a reference number have it nearby. If you share it with us we may be able to give you some breathing space until they’ve helped.

When you call us, we promise

  • to allow you reasonable time to work out a payment plan
  • to take your individual situation into account when looking at your options
  • to have provided our staff with the training they need to help you
  • not to charge additional fees while you’re creating a repayment plan and making the agreed payments.

 

If you’ve taken a payment holiday on your mortgage and it's coming to an end, we'll contact you as we need to know how we can help you next. This depends on your current circumstances, particularly if you were in arrears on your mortgage. Please let us know about your situation even if you’re able to restart your monthly payments. You'll need the unique reference number found on the communication we send to you.

Being ‘in arrears’ means you’ve missed any mortgage payment or had a payment arrangement in place when you started your payment holiday. 

Once you’ve received your unique reference from us, take a look at the situations below to find out what your next steps are.

I wasn't in arrears when I started my mortgage payment holiday
and I want to restart my payments

Take a look

I wasn't in arrears when I started my mortgage payment holiday
but I can't restart my payments yet

Take a look

I was in arrears when I started my mortgage payment holiday

Take a look

We may ask you (when you click on the options above) to fill in a budget planner. If you’d like to revisit it at any point, follow this link to MyFinances When you’ve completed your budget planner, please call us on 0800 085 1226 for Santander mortgages or 0800 731 7553 for Alliance & Leicester mortgages.

If you’d rather speak to us, or need help from us, please call us on 0800 783 9738.

If you’ve taken a payment holiday on your credit card, we'll contact you as we need to know how we can help you. We’d like to know about your situation even if you’re able to restart your monthly payments. You can do this by clicking on the “I’m coming to the end of my credit card payment holiday” box below. You’ll need to do it for each credit card you’ve taken a payment holiday on. 

How a payment holiday could increase your credit card balance

Based on your individual circumstances, we may give you the option to extend your payment holiday for up to another 3 months. Please think carefully before choosing to extend your payment holiday. Interest will continue to be added to your balance meaning the amount you owe will increase. The table below shows some examples of how much your balance will increase for a 6 month payment holiday. (Where a 3 month payment holiday was taken initially and then extended by another 3 months). 

 Example 1Example 2Example 3Example 4
Current card balance

£1,000

£1,000

£4,000£4,000
Interest rate (APR)18.9%

29.9%

18.9%29.9%
Current minimum payment£24.57£32.04£98.26£128.16
Minimum payment during 6 month holiday£0£0£0£0
Minimum payment after 6 month holiday£26.79£36.52£107.17£146.06
Card balance after holiday (with no further spend made)£1,090£1,139£4,362£4,558
Estimated additional interest per year£18£36£72£145

These are illustrative examples only. 

  • The minimum payment is made up of 1% of the balance plus any interest charged.
  • The examples show how a 6 month payment holiday could impact the minimum payment due.  If you spend on your card during this time, the balance will increase and so will the interest charged.
  • The amount of additional interest charged to you during the payment holiday and the minimum payment due at the end of it will depend on:  your balance, your interest rate, and the amount you spend on your card.
  • Estimated additional interest per year means the extra interest you’ll be charged as a result of taking the payment holiday. It will be charged in the 12 months following the start of the payment holiday. It assumes you’ll only be making the minimum payment each month once the payment holiday ends, and that there is no further spend on the card.

  Let’s get started

I’m coming to the end of my credit card payment holiday

Take a look

We may ask you (when you click on the options above) to fill in a budget planner. If you’d like to revisit it at any point, follow this link to MyFinances. When you’ve completed your budget planner, please call us on 0800 389 6655.

If you are a Business Banking credit card customer and would like to discuss the options available to you, please call us on 0800 218 2345.

If you’d rather speak to us, or need help from us, please call us on 0800 9 123 123.

If you’ve taken a payment holiday on your personal loan, we'll contact you as we need to know how we can help you. We’d like to know about your situation even if you’re able to restart your monthly payments. You can do this by clicking on the “I’m coming to the end of my personal loan payment holiday” box below. You’ll need to do it for each loan you’ve taken a payment holiday on. 

How a payment holiday could change the cost of your loan

Based on your individual circumstances, we may give you the option to extend your payment holiday for up to another 3 months. Please think carefully before choosing to extend your payment holiday. Interest will continue to be charged monthly at your contracted APR for the period of your requested payment holiday and will be added to your account.  Your contracted APR can be found in your loan agreement. The below table shows how a payment holiday of 6 months might change the cost of a loan based on a range of APRs and the impact this may have on the loan term. A payment holiday of 6 months is when a 3 month payment holiday was taken initially, then extended by another 3 months.

 Example 1Example 2Example 3
Current loan amount

£5,000

£5,000

£10,000
Loan APR3.0%

7.2%

24.9%
Monthly payment£142£151£318
Minimum payments left363648
Estimated additional interest for a 6 month payment holiday£74£174£611
Estimated additional total interest to be paid over the remaining period of the loan£81£216£1,572
Extra monthly payments needed (to cover payment holiday and total interest charged)7811
  • These are illustrative examples only, based on a sample of APRs.
  • Examples show a 6 month term extension to cover the payment holiday, plus up to 5 additional payments to repay the interest.
  • They assume that monthly payments continue as normal after a repayment holiday.

  Let’s get started

I’m coming to the end of my personal loan payment holiday

Take a look

We may ask you (when you click on the options above) to fill in a budget planner. If you’d like to revisit it at any point, follow this link to MyFinances When you’ve completed your budget planner, please call us on 0800 678 3322. 

If you’d rather speak to us, or need help from us, please call us on 0800 876 6386.

If you asked for temporary overdraft support and it’s coming to an end, we’ll contact you with details of how we can help you further.

If you’d like to see other ways we may be able to help you please take a look at the ‘Having problems making payments or with charges?’ section above.

We’ve got loads of helpful information for you in our ‘Help with managing my money’ section.

Remember

  • Plan your budget.
  • Take some time to list how much you owe and who you owe it to.
  • Get in touch with the people you owe money to – hiding from money worries makes them worse, never better.
  • If you do have enough money to make your payments but sometimes find they're not being paid on the most suitable date or in the best way, it’s often simple to change payment dates to when you’ve just had money in.
  • Check price comparison sites to see if you could save money on regular payments such as energy, broadband and insurance bills. 
  • In case you're entitled to benefits you're not claiming, take a look at the Department of Work and Pensions website
  • If you think gambling is having an impact on you, we're here to help. Visit our gambling help page to learn more

 

We’ve partnered with some independent organisations who can give you free help and advice. 

PayPlan logo

If you’re worried about money, you may benefit from getting some independent debt advice. 
We’ve partnered with free debt advice providers, PayPlan, who will go through your finances with you to help save you money on your everyday essentials, check you’re claiming everything you’re entitled to, and reduce the amount you’re paying towards your debts each month.

They have a specialist team to assist self-employed customers who will help you continue trading through difficult times, and a dedicated vulnerable client team who offer additional help and support for anyone dealing with an illness, mental health concerns or addiction.

Visit Payplan to get help online or over the phone by calling 0800 280 2816 (Monday to Friday 8am–8pm, Saturday 9am–3pm)

StepChange logo


StepChange is the UK’s leading debt advice charity. They help over 630,000 people each year deal with their money worries and take back control of their lives. Their service is free, impartial and they never judge. Every client receives expert personalised advice to help them deal with their debts.

Whether you need debt advice, a way to get back on track after the financial effects of coronavirus, or support with budgeting or managing persistent debt, StepChange can help. They’ll look at your individual circumstances, and recommend a course of action.

Visit StepChange or call them on 0800 138 1111 (Monday to Friday 8am-8pm, Sat 8am-4pm) to take the first step towards taking back control of your finances.

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