In this section

Financial difficulty

Help and advice for customers experiencing financial difficulties.

If you need advice to help you manage your Current Account

We will consider cases of financial difficulty sympathetically and positively.

If you have any concerns about your own situation please let us know as soon as possible by contacting our Current Account helpline on 0345 600 6103*.

If we become aware of problems, we'll let you know in writing or we may try to contact you by phone.

This list gives a few examples of what may concern us, particularly if you do not explain what is happening:

  • If you use an unarranged overdraft
  • If you go past your arranged overdraft limit
  • If you do not keep to conditions set out in the Terms and Conditions of your account
  • If we refuse several payments due to lack of funds in your account
  • If your regular income is reduced, which may indicate a loss of earnings

We'll do all that we can to help you overcome any difficulties. We'll develop a plan with you for dealing with your financial difficulties and we'll then confirm in writing what we have agreed.

Call charges and information

NumberCost
03 numbersSame as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way.
084 numbersMaximum of 7p per minute, plus your phone company's access charge.
087 numbersMaximum of 13p per minute, plus your phone company's access charge.
0800 numbersFree from UK landlines and personal mobile phones.

Calls may be recorded for training and quality purposes.

What we will do

  • Contact you as soon as possible to discuss any issues and identify the best course of action
  • Deal with your situation sympathetically and positively to provide you with the support that you require
  • Talk to an agency that has given you debt advice (for example, Citizens Advice), if you want us to
  • Contact you to confirm your circumstances and obtain as much information as possible to establish your full financial circumstances
  • Discuss ways for you to repay any overdrawn balance by exploring a range of options available to you

How you can help

  • Contact us as soon as you are experiencing financial difficulties
  • Be open and honest about your problem and the causes
  • Co-operate with us to help us develop a plan for dealing with your financial difficulties
  • Provide us with information on your financial circumstances when requested

Independent Advice

If you are in difficulties we strongly recommend that you seek independent, free, debt advice. There are many organisations that can help. The details below may help you find the advice you need:

National Debtline Link opens in a new window 
The helpline that provides free confidential and independent advice on how to deal with debt problems.

Tel – 0808 808 4000
(Monday-Friday 9am to 8pm; Saturday 9.30am to 1pm + 24-hour voicemail – to request an information pack or fact sheet.)

The StepChange Debt Charity Link opens in a new window 
The StepChange Debt Charity is a registered charity offering free, confidential advice and support to anyone who is worried about debt.

Tel – 0800 138 1111
(Monday-Friday 8am to 8pm & Saturday 8am to 4pm)

Advice UK Link opens in a new window 
AdviceUK is the largest UK network of advice-providing organisations. Find your nearest advice centre on their website.

Money Advice Scotland Link opens in a new window 
Find your nearest advice centre in Scotland on their website.

Citizens Advice Bureaux
The Citizens Advice service helps people resolve their legal, money and other problems by providing free, independent and confidential advice, and by influencing policymakers.

Find your local CAB online:

Payplan Link opens in a new window 
Debt management and free confidential debt advice on resolving debt problems.

Tel – 0800 280 2816
(Monday-Friday 8am to 8pm; Saturday 9am to 3pm)

Call charges and information

NumberCost
03 numbersSame as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way.
084 numbersMaximum of 7p per minute, plus your phone company's access charge.
087 numbersMaximum of 13p per minute, plus your phone company's access charge.
0800 numbersFree from UK landlines and personal mobile phones.

Calls may be recorded for training and quality purposes.