Helping Members Find Solutions

•  We will respond promptly to any request or application for assistance you make to us.
•  To help us help you, you will need to provide us with any financial information and documents we need to assess your situation.
•  We always encourage you to keep making whatever payments you can while we are considering your request.
•  We want to help you with short-term and longer term solutions for you.
•  We will not list any default on your credit reference file while we are considering your application or request.
•  We will not sell any debt to another company while we are still considering the application or request.
•  We will explore other options or avenues that may be available to you, if we are unable to agree to your application or request.
•  If we agree on a plan to assist you, we will summarise this is in a letter to you.
•  If we are unable to assist you, we will advise you promptly in writing, and
• We may refer you to a financial counsellor in appropriate cases (subject to availability).