Coronavirus guidance

We are working hard to help our customers impacted by coronavirus.

If you have been impacted, you can apply for a payment break until 31st October 2020 – please read the following information to help you understand if this may be the right thing for you.

Credit Card Payment Break

  • Applications must be made by the primary cardholder – we can’t accept applications from additional cardholders.
  • The payment break is for a 3-month period. During this time we’ll reduce your minimum payment to £1.
  • You’ll be charged interest on the full balance for each month during the payment break. Your monthly statement will show you the interest charged and estimated interest for the following month.
  • By taking a payment break it will cost you more to repay your balance. Your minimum payment will increase after the payment break due to the interest charged and any spend that has taken place during this period.
  • At the end of the payment break, your monthly payment will go back to your contractual minimum payment. Your statement will show your minimum payment amount due and by when you need to pay it.
  • During the payment break, you can carry on using your card up to your available credit limit.
  • You may continue to make additional payments to reduce your balance if you wish during the payment break.
  • If you usually pay by Direct Debit, we will advise you of any changes required. Please also check your monthly statement as this will confirm how much and when your Direct Debit will be taken.
  • We will not report this payment break to credit reference agencies. However, lenders may obtain payment break information through other sources and take account of it in future lending decisions.

Payment Break FAQs

See our help section for further guides and to get in touch.

Do you offer payment breaks?

If you think you’ll struggle to make your monthly credit card payments because of the coronavirus pandemic, you can request a payment break of up to 3 months.

This means that we can temporarily remove the requirement for a monthly credit card payment. It’s important to note that you’ll continue to be charged interest on the full balance for each month during the payment break. Your credit file will not be impacted.

A payment break is used to address short term cash flow problems – please consider if it is right for you. If you can afford to pay at least your contractual minimum payment, you should continue to do so, as this will reduce the amount of interest you pay, and will allow you to pay off your balance more quickly.

To apply for a 3 month credit card payment break please telephone us and one of our trained officers will be able to assist.

Am I eligible for a payment break?

At the moment, we’re only offering payment breaks if:

  • You are up to date with your payments, or you’ve only missed your most recent payment.
  • Your income has been impacted as a result of the coronavirus situation.

If you’re already in arrears, or you’re experiencing financial difficulties that are likely to last more than three months, then a payment break might not be right for you. If this is the case, please call us to discuss alternative options.

What should I know before requesting a payment break?
  • A request for a payment break must be made by the primary cardholder.
  • The payment break is for a 3-month period.
  • You’ll be charged interest on the full balance for each month during the payment break. Your monthly statement will show you the interest charged and estimated interest for the following month.
  • By taking a payment break it will cost you more to repay your balance. Your minimum payment will increase after the payment break due to the interest charged and any spend that has taken place during this period.
  • At the end of the payment break, your monthly payment will go back to your contractual minimum payment. Your statement will show your minimum payment amount due and by when you need to pay it.
  • During the payment break, you can carry on using your card up to your available credit limit.
  • You may continue to make additional payments to reduce your balance if you wish during the payment break.
  • We will not report this payment break to credit reference agencies. However, lenders may obtain payment break information through other sources and take account of it in future lending decisions.
How will I know when my payment break is ending?

We will contact you by email before your payment break is due to end. Once it has ended, your next statement will show you your new contractual minimum payment and when it is due to be paid.

Please be aware that this payment will be higher as it will be based on the outstanding balance, including any new spend and interest accrued during the payment break.

If you can afford to resume your minimum payments at the end of your payment break, you should do so. You do not need to contact us to do this.

If you can afford to pay more than your minimum payment, this will help you pay off your balance more quickly and will save you money through reduced interest charges.

What if I can’t afford to pay my minimum payment once my payment break ends?

If you are confident that you will be able to resume your minimum payments within the next 3 months but need further temporary support due to COVID 19, we may be able to offer you a further payment break.

If you are worried that you will not be able to resume your minimum payment once your payment break ends, please contact us as soon as possible. When you call us, we’ll talk to you about your everyday spending, so it would help to have information about your income and outgoings to hand, for example:

Income

  • Salary
  • Any benefits
  • Other income

Outgoings

  • Mortgage/Rent
  • Utility bills (gas, electricity, water, etc)
  • Telephone
  • Food
  • Clothing
  • Insurance
  • Credit card/loan payments
  • Vehicle expenses (petrol, insurance, tax, etc)
  • Gym/sports membership
  • Savings

If you would like to speak with someone independently about free, confidential and impartial advice about your finances, you can contact organisations such as:

These organisations can provide help and guidance and will be able to give you information about different options available to you. If you are already in touch with an organisation that is giving you financial advice, please let us know and we can deal with them directly.

You may also refer to the consumer information provided by the Financial Conduct Authority (www.fca.org.uk/consumers/dealing-financial-difficulties-coronavirus) which contains contact details for other sources of free and impartial financial help. You should seek help that you feel best suits your circumstances.

Can I apply for a further payment break?

If you are able to resume your monthly payments, it is in your best interests to do so.

If you are still experiencing or likely to experience short term issues with your finances as a result of COVID-19, you can apply for one further payment break for up to 3 months.

Please remember that if you do apply for a further payment break, the amount you owe will increase as interest will continue to be charged on the outstanding balance and on any new spend. This will increase your contractual minimum payments once your payment break ends and you’ll need to consider if you can afford the increased payment as a result.

We will not report to credit reference agencies that a payment break has been requested. However lenders may take into account other information when making future lending decisions, including information provided by you or bank account information.

What if a payment break isn’t the right option for me but I’m still impacted by COVID-19?

Please contact our Customer Services team who will discuss your individual circumstances with you.

You can also contact the following organisations, who offer completely independent financial advice:

The Financial Service Authority’s Money Advice Service
www.moneyadviceservice.org.uk

Citizens Advice
www.citizensadvice.org.uk

Consumer Credit Counselling Service
www.cccs.co.uk

The National Debtline
www.nationaldebtline.org

What if I am in “Persistent Debt”?

If you’ve had a letter from us telling you that your account is in Persistent Debt and that your card will be suspended if you don’t contact us within 30 days, don’t worry. Due to the COVID-19 situation, and following advice from the Financial Conduct Authority (FCA), we’re extending the deadline for you to get in touch with us until 31 October 2020.

This means that if we do not hear from you, your card will not be suspended and you will be able to continue to use your card for now.

We recognise that these are challenging times and if you are experiencing financial difficulties and are concerned about paying your credit card, please contact us.

What about Fraud – how can I protect myself?

Fraudsters are exploiting the spread of COVID-19 to facilitate various types of fraud and cybercrime. To protect yourself from these threats, please continue to be vigilant with phishing emails received or emails with attachments that may contain malware.

Show all FAQs

Additional support if you’re struggling financially

If you’re worried that you’re struggling with your finances you can obtain free, confidential and impartial debt advice from organisations such as Money Advice Service, StepChange Debt Charity and Citizens Advice. You may also find some useful independent resources using the links below.

The Money Advice Service
Money Navigator Tool
How to prioritise your debts

Financial Conduct Authority
Dealing with financial difficulties during the coronavirus pandemic

Need help?

Can’t see what you’re looking for? Find the help you need in our FAQs or speak to our Customer Support team on
0345 607 6500*

*0345 numbers may be part of the inclusive price plan provided by your phone operator, however please check before you call. Phone lines are open Monday to Sunday 8am to 8pm. Calls are recorded and may be monitored for security, quality control and training purposes.