Our promise to members means we’ll always

  • be open and honest with you
  • treat you as an individual and look at your unique situation
  • make everything simple while finding a solution that works for you
  • explain what you need to know, so you can make an informed decision
  • let you know who else can help you

Let’s get you to the right place

Whatever you’re facing, it’s important we get you to the right place, first time.

If you’re just after some helpful information, take a look at our guide to improving your finances.

Otherwise, let’s start with a few simple questions to understand your situation.

Affected by illness?

Sometimes an unexpected event can make it difficult to manage your money.

You may find you’re having to care for someone or dealing with illness like cancer, dementia or depression.

Experiencing financial abuse?

Is someone stopping you from using your own money? Are they spending your money without your permission? You could be a victim of financial abuse. You don’t have to deal with it on your own.

Organisations that can help

Here are some debt advice organisations who offer free support.

If you have debt with multiple organisations

StepChange (opens in a new window) – helping over 630,000 people a year to deal with money worries and take back control of their lives.

PayPlan (opens in a new window) – free debt advice provider, offering help and support in a way that works for you.

If you're looking for general advice

Money Helper (opens in a new window) – free, unbiased money advice online, over the phone and face-to face.

Citizens Advice (opens in a new window) – advice on issues such as debt management, welfare benefits, housing, employment and consumer complaints.

National Debtline (opens in a new window) – free, confidential and independent advice on dealing with debt problems.

Business Debtline (opens in a new window) – free debt advice to small businesses and self-employed people.

Times we might contact you

From time to time, we may get in touch to return your call, to continue a conversation, or if we think you might be having financial difficulty.

Here are the common numbers we might call or text you from:

Current accounts: 0800 464 31 36
Mortgages: 0800 464 31 37
Personal loans: 0800 464 31 38
Credit cards: 0800 464 31 40

If you’re not sure a call from us is genuine, you can check by calling 0800 464 30 40.


We’ll never ask for your PIN or card reader-generated passcode. You can find out more about how we keep you safe and how you can protect yourself on our Fraud and security pages.