Start with the lender on your agreement
Explain what has changed and ask which options are available under your agreement. Use the provider’s verified servicing channel; this website cannot change an external loan or payment instruction.
For an existing application, balance, debit order or credit decision, contact the provider named on your agreement or application confirmation.
Keep a useful record
Keep dates, references and relevant communications. Explain the outcome you need and ask for a case reference and response timeframe. Send sensitive evidence only through a secure channel confirmed by the organisation.
Never send bank passwords, PINs or OTPs. Asking for help or making a complaint does not automatically change a payment date, pause collections or cancel an agreement.
Consider independent support
If several debts are becoming difficult to manage, consider speaking to a registered debt counsellor. Use the NCR’s register to check the counsellor’s details. Avoid promises to clear debt in exchange for an unexplained advance fee.