We understand that sometimes things don’t go to plan and we are ready to support customers facing financial difficulty. We’ll actively contact those in difficulty, understand their circumstances and tailor forbearance outcomes to their individual needs.
We regularly review customer accounts that are behind with their payments, to make sure that the arrangements we’ve made are still appropriate and to see if any further support is needed.
If their difficulties go beyond their loan with us, we’ll tell them about other organisations that can help, to make sure they can get the support they need.
We maintain policies in relation to our arrears management and forbearance. We ensure these policies are adhered to by having well-defined procedures. All our colleagues complete learning, at least annually. For our colleagues in customer facing positions they receive additional learning to ensure our customers’ are given the support they require.