FAQs

We know that with the rising cost of living, these are challenging times. If you are worried about how this is impacting your finances, then there are a number of ways we and others can support you.

How we can help

We have a number of ways in which we can help you which are all listed on this page. Click through the options on the left-hand side for more information on which one might be most suitable to you.

If you would like to get in touch, please visit our contact us page. Before doing this, it would be useful to have the following available

• Your monthly income and expenditure
• Your agreement number

To offer help, the sorts of things we would normally cover are:

• A review of your income and expenditure to see what is affordable
• Take you through options of how we might be able to help you
• Set up a plan to support you
• Give additional details of alternative organisations who might be able to help

There are also a number of organisations and websites listed below to support you through these challenging times. For general help and support including energy bills to childcare costs, the below websites have all the information you need:

• Cost of Living Support – Get government support to help with the cost of living
• Step Change
• The Money Advice Service
• National Debtline
• Citizens Advice Bureau
• Cost of Living Payment - GOV.UK (www.gov.uk)

There are several charities and not-for-profit organisations who offer free and impartial advice. These include:

• Step Change – free online debt advice, available 24/7
• MoneyHelper – providing free guidance online, over the phone and face-to-face
• National Debtline – free, impartial debt advice
• Debt Advice Foundation – free debt advice and support on any aspect of debt
• Citizens Advice Bureau – knowledge and advice to help you deal with debt

HMRC
The helpline allows any business or self-employed individual who is concerned about paying their tax due to coronavirus to get practical help and advice. If you're unable to pay due to COVID-19, HMRC will discuss your specific circumstances to review your options. The helpline number is 0800 0159 559 or visit their website.

Financial help for freelance and contract workers
The government website is the best place for information on universal credit and statutory sick pay.

NHS Live Well
For advice and support on dealing with illness and staying healthy, visit the NHS Live Well website.

Please report any suspicious communication to phishing@novuna.co.uk.

Remember, please always exercise caution when reading emails, clicking links or opening attachments. Visit our page on protecting yourself against financial crime for guidance on how to spot a scam.

• Don’t give out sensitive information. Legitimate companies will never ask you to reveal information such as your PIN or your account log in details. If you receive a request like this, end the call and call back on a number you know to be genuine.
• Exercise extreme caution when it comes to money. If a company asks you to pay upfront or advance fees or asks you to move money from one account to another, be extremely wary. Contact the company on a number or email you know to be genuine to verify the legitimacy of any request.
• Don't click unfamiliar links or open emails. If you get an unexpected email or text from a company and something doesn’t quite feel right, trust your instinct. Never click links, open attachments or call a number if you are not 100% sure the communication is from a genuine source.
• Don’t bow to pressure. If someone is trying to rush you into action, take your time and don’t be afraid to challenge them.

If you are ever unsure about the authenticity of any communications you receive from us, please always check with us directly by calling 0344 375 5500 (lines are open 9am to 5pm, Monday to Friday).

Novuna Personal Finance will never request any upfront payments from any customers at any stage.

If you are asked to pay any fee or deposit for a loan upfront (before any finance is released) this is likely to be loan fee fraud. Please DO NOT make any advance payments, and please DO NOT provide any personal bank account or card details.

Get in touch with our team on 0344 375 5500 or securityteam@novuna.co.uk if you would like to clarify the legitimacy of any of our communications.

Loan fee fraud is an attempt to scam individuals into paying an advance or upfront fee for a loan before any finance is received. If the fee is paid, the victim will never receive the loan originally offered.

Here are just some of the ways to prevent becoming a victim of loan fee fraud:

• Be wary of unsolicited or unexpected calls or emails, particularly if you have recently applied for a loan or used a loan comparison website.
• Never feel pressured to pay upfront fees or a deposit for a loan – no matter what the organisation supposedly promises.
• If you’re asked to pay through an unsecure webpage or via vouchers, this could be a scam, so be particularly vigilant.
• Always ensure any financial firm you deal with is authorised by the Financial Conduct Authority (FCA). Check the Financial Services Register and verify the contact details provided with the lender match the ones on the register.
• Verify the legitimacy of any financial firm you deal with by looking out for legal information, such as representative APRs. Legitimate lenders will have a secure website and will provide their physical address and contact details, too. They’ll also be transparent about their terms and will always conduct a credit check before making a decision on your application.
• If you have been the target of loan fee fraud, contact Action Fraud and report suspicious activity to the FCA.

Here at Novuna Personal Finance, we will never request any upfront payments at any stage. If you receive a similar request from anyone purporting to be Novuna, please do not pay any payments and please do not provide any personal bank account or card details. Report the incident immediately by contacting our team on 0344 375 5500 (lines are open 9am to 5pm, Monday to Friday) or by emailing securityteam@novuna.co.uk.

Visit the Financial Conduct Authority website for more information about loan fee fraud and how to spot it.

For other common loan-related fraud, visit our guide on the latest scams to look out for.

Contact the Novuna Personal Finance team immediately on 0344 375 5500 to discuss further. Our team will be able to provide guidance on next steps to escalate the reporting process.