Support for Individual Circumstances
We recognise our customers are individuals with different needs. Anyone may need additional support at some time.
With this in mind, we have a dedicated Specialist Support Team who provide additional support to customers who may need it.
There are many different circumstances that could require additional support, including:
- Illness or Accident
- Disability
- Job Loss
- Relationship Breakdown
- Grief (Bereavement)
- Mental Health
- Financial Difficulty
This is not a complete list.
If you experience a change in circumstances or feel you require additional support for any reason, please call our Specialist Support Team.
We will listen to your circumstances to understand how we can support you. This could include a temporary arrangement to support during payment difficulties, providing detail of other sources of support and allowing you time to seek further advice and assistance.
We will handle your personal information sensitively and confidentially.
The Specialist Support Team are available Monday to Friday, 8am-6pm and Saturday 9am-1pm.
Contact our Specialist Support Team;
By phone: 03303 033 483
By email:
Complete our online contact form
In writing: Specialist Support Team, Moneyway, Yorke House, Arleston Way, Solihull, B90 4LH
Useful Contacts
We understand that you need further support for your circumstances. There are a number of organisations that can provide the support you need. Below, we have listed a selection of these organisations to help with your circumstances.
- General Support
- Mental health charities
- Bereavement charities
- Domestic violence/ coercive debt charities
- Homelessness charities
FAQs
Financial Difficulty
If you are experiencing financial difficulties, please call us on 03303 033 483 to discuss your circumstances.
You can also visit our Money Worries page for more information and details of where you can obtain free, impartial advice on dealing with debt.
The Financial Difficulties Team are available Monday to Friday, 8am-6pm and Saturday 9am-1pm.
Enabling us to discuss your account with someone you trust
If you would like someone else to act on your behalf in dealing with your Agreement, you can set up a third-party authority. Find more about this here.
Bereavement
If you have experienced bereavement and you are looking to inform us that the agreement holder has passed away. We recognise this will be a very difficult time and we will aim to support you through this process.
Please contact us on 0345 111 7125 to speak with one of our team.
The Customer Service Team are available Monday to Friday, 9am-6pm and Saturday 9am-1pm.
Large Print
If you require us to communicate with you in large print, please call us on 0345 111 7125 to let us know.
The Customer Service Team are available Monday to Friday, 9am-6pm and Saturday 9am-1pm.