Financial help and support

We may be able to put your agreement on hold for 30 days if you are unable to make your next payment or are in arrears. This option is most suitable for those who need some time to think about their options and seek debt advice.

Breathing Space may also be requested by a Debt Advisor on your behalf, which will place your account on hold for up to 60 days. You will need to seek independent debt advice from an organisation like StepChange to explore this option.

Please note that a payment hold will affect your credit file.

We can work with you to temporarily reduce your monthly payments to make it more affordable in the short term or longer term depending on your situation.

Please note that a payment agreement will affect your credit file.

It’s extremely important you engage with us and work with us to set up a plan to clear your arrears, to avoid you falling further into debt. Remember – we’re here to help if you have missed a payment or fallen into arrears.

Depending on your individual circumstances, we may be able to set up a payment plan to help you manage the repayments of your arrears. Options include:

• Same day plan: you may be able to pay off your arrears in full by speaking to our Customer Experience team
• Direct Debit payment plan: you can pay more than your monthly instalments via Direct Debit to clear your arrears
• Manual payment plan: you can make manual payments to pay more than your monthly instalments to clear your arrears

Please note that arrears are reported to Credit Reference Agencies and will affect your credit file.

You can change your payment due date if it is not convenient for you (for example, it doesn’t fall around the date you are paid).

If you are wanting to change your first payment date, this can be done providing it is within the same month of the original scheduled date e.g. your scheduled date is 15^th April but you want to change it to another date in April.

Simply log into your Novuna account online or via the app to change your payment date or contact our Customer Experience team on 0344 375 5500 (our lines open Monday to Friday, 9am to 6pm).

We’ll be able to change the date on receipt of your request. However, if your current or new payment date is within the next 7 days, or if the new payment date has already passed, the change will take effect from the following month.