I arranged a Payment Pause, but now you’ve told me my account is in arrears, what should I do?

Your Payment Pause arrangement is forbearance for your situation due to the circumstances of COVID-19, and we’re not waiving any rights we may have under the agreement.

Under the Consumer Credit Act, we’re required to send you statutory notices through the post, as your account will technically show in arrears and could accrue fees and charges during this period. These notices will have titles such as ‘Default Notice’, ‘Notice of Sums in Arrears’ and ‘Notice of Default Sums’ – please ignore these if you have received them during your Payment Pause, there is no need for you to do anything.

Whilst your Payment Pause remains in place, any fees and charges accrued during this period will be removed. Your credit file won’t be negatively impacted as a result.

Once your Payment Pause comes to an end, you’ll need to start your repayments again. We’ll contact you prior to the end of your Payment Pause to discuss options. If repayments are not made and you fall into arrears, fees and charges will accrue and your credit file will be updated to reflect this. Any subsequent notices received should not be ignored.