Should you find your payment date inconvenient compared to the date you receive your salary, please let us know and we can change this for you

If you change your name, address or phone number please let us know so that our records are up to date and you don’t miss out on important information about your account.

An annual statement detailing your transactions during the year will be sent to you every 12 months.

If you have received a statement from us this is for your information only and you don’t need to do anything. If you would like a statement at any other time then please contact us

We aim to deliver a high quality service; however, sometimes things do go wrong. Should this happen please let us know and we will try and resolve your concern.

Where we cannot resolve the issue to your satisfaction, we will acknowledge your complaint in writing and will ensure that your complaint is investigated diligently by an independent person. You will receive a final written response with our findings within 8 weeks of your complaint being received. If you remain dissatisfied with your response you may refer the complaint to the Financial Ombudsman Service and must do so within six months. Complaints

If you would like to pay off your loan at any stage or pay a partial repayment, please call us to discuss on 01204 984700.

Many people face financial worries at some point in their lives. Getting help sooner rather than later can help make sure the problem does not get any worse. We are committed to treating our customers fairly when they are having financial difficulties and we will do our best to help you if you think you might be having financial problems.

You may find it beneficial to complete a budget form to enable you to clearly know how much money you have coming in each month, where it is spent and how much you have left. If you have not already completed one of these, we have one available here which you can send to us and keep for your records. We will use the information you provide to better understand your circumstances and help find the solution which is right for you.

If you miss a payment on your agreement, this may have an impact on your credit file, as we report the conduct of your account to the credit reference agencies.

We may also charge a fee if you miss a payment.

If you feel that your finances are out of control or you would like to talk to someone independent there are a number of organisations which offer free, confidential and impartial advice.

If you are having problems due to the Coronavirus pandemic our dedicated webpage has further information you might find useful.