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Money worries

If you’ve missed a payment or gone over your overdraft limit - or think you might – we can help you. We know it can be hard to talk about your finances, but we’re here to support you.

Payment options we may be able to offer you

We will work with you to fully understand your circumstances and tell you the options available to you. Please note some options won’t be suitable based on your individual situation and affordability. Together, we will find a solution that you feel confident in and is right for you.

Talking to us won't impact your credit rating or appear on your credit report.

The options we may be able to offer you include:

  • Changing the date on which payment is due
  • A monthly payment plan to clear the arrears or overdraft over an agreed period
  • A temporary agreement to pay less than your regular payment over an agreed period.
  • Changing your repayment terms to refinance your existing loan and arrears into a new loan (Personal Loan only).

Other potential options we may offer for Mortgage arrears include:

  • Extending the term of the mortgage
  • Temporarily changing the repayment type of the mortgage
  • Adding the arrears to the total mortgage balance (known as capitalisation).

Tell us about your situation

The sooner you get in touch with us, the more options you’ll have. Start by answering a few questions so we can guide you to the best support.

It takes roughly 2 minutes. 

Start now

How we can help

Russell was made redundant last year and has struggled to find full-time work since. He received a text from Nationwide to let him know he didn’t have enough money in his account to cover his mortgage or bills, and his account was now in an unarranged overdraft.

“I'd never been in an overdraft before, so I felt really worried about it. I just didn’t have enough money coming in to cover my bills. I didn’t know how to budget properly, and I didn’t want to ring my energy supplier and phone company to let them know I was struggling. I just wanted to ignore it all until it went away.

Talking to someone and getting a bit of help felt like such a weight off my shoulders. Now I feel more in control of my money and my mind is much clearer. I even have more motivation to look for a new job. Life is feeling much simpler now.”

Russell

Thankfully, Russell realised we could help. He let us know he was finding things a bit tricky, and we helped him budget with some simple steps – and put him in touch with an independent debt advisor. None of this affected his credit rating.

If you’re feeling like Russell, we can help. Simply tell us what’s happening and we’ll make sure we give you the right support.

Do you need different support?

If you don’t need specific debt support, these options may be better suited for you.

Managing your money

Find out about the services, products and guidance we offer to help you manage your money, including speaking to a cost of living expert through our dedicated helpline.

Managing your money

Has something changed or are you going through a tough time?

We can help you if you need specialist support for these situations:

  • illness
  • a bereavement
  • financial and economic abuse
  • gambling
  • third party access to help manage finances
Visit challenging times

Could you be missing out on benefits?

If you're struggling to pay bills and make ends meet, you might be able to claim benefits. There are lots of different types of benefit support. For example, Universal Credit payments, council tax discounts and Pension Credit. Our benefits page can help you check.

Find out if you can claim benefits

When you may hear from us

You may hear from us to follow up on a conversation, to return your call or if we think we could help.

Phone numbers we may contact 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 you to

You’ll never be asked for your PIN or card reader-generated passcode by us or the organisations we work with.

Our fraud and security help section explains how we keep you safe and how you can protect yourself.

Visit fraud and security help

Talk to an independent advisor about your debt

If you want to speak to an expert that isn't us, you can contact a specialist debt advisor or charity. They can offer free and confidential advice for different types of support including:

  • help with debt plans and insolvency
  • general debt advice
  • money management
  • financial wellbeing
Find out about debt support organisations

If you’ve been contacted by ReachOut

We sometimes ask ReachOut to contact our customers if we think it could help. They're a confidential and free service, there to support you.

Find out more about ReachOut

Stay safe from scammers

If you're finding it hard to keep up with your mortgage, you might come across offers that promise to wipe out your debt or stop repossession. They will use misleading legal arguments. Such as claims linked to ‘Freeman on the Land’ ideas or obscure contract law.

These offers aren’t genuine. They’re often made by unregulated individuals or firms without proper legal training. Following their advice could put your home and finances at serious risk.

What to look out for

Avoid any offers that:

  • Promise to cancel your mortgage using ‘common law’ or ‘sovereign citizen’ tactics.
  • Claim you don’t need to repay your mortgage because of how it was set up.
  • Request for upfront fees to challenge your lender in court.
  • Advise you to stop paying your mortgage or ignore court letters.

These approaches don’t work and have been rejected by UK courts. Acting on them could put you at risk of:

  • Losing your home.
  • Paying more in legal fees and arrears.
  • Damaging your credit score.

How to protect your home

If something sounds too good to be true, it probably is. Get the right support by:

  • Talking to your lender as soon as possible – we’re here to help.
  • Getting free, regulated advice from organisations like Citizens Advice or StepChange.
  • Reporting suspicious offers to the Financial Conduct Authority (FCA) or Action Fraud.

You can find out more on the FCA’s website (opens in a new window).

Information:

Have accounts with us and Virgin Money? You need to contact both of us separately to make changes to your accounts.

How to contact Virgin Money

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