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Your Privacy

When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information does not usually directly identify you, but it can give you a more personalised web experience.

Because we respect your right to privacy, you can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.

Strictly Necessary Cookies

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These cookies are strictly necessary for the Website to work properly and for us to keep it secure. They are needed to allow users to use the Website and its features, including to move between pages of the website.

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Performance and analytical cookies

These cookies allow us to collect certain information about how a user navigates the Website. These cookies collect information that is used either in aggregate form to help us understand how our site is being used or how effective are marketing campaigns are, or to help us personalise our site for you. We use Google analytics and Bing 1st party cookies, Google Marketing Platform cookies and Hotjar cookies for reporting purposes.

Cookie Name Purpose More information
Google Marketing Platform Cookies _ide, _nid, _sid, _dsid, _flc, _aid, _taid These are 3rd party cookies served by Google Marketing Platform. They serve adverts to visitors based on the websites they've been to previously. Click here for more information about Google Marketing Platform and how to disable this cookie.
Facebook   Personalise and provide products via Facebook marketing. Click here for more information about Facebook cookies.
Flash Taking   These are 3rd party cookies served by Flash Taking. They serve adverts to visitors based on the websites they've been to previously. Click here for more information about Flash Taking and how to disable this cookie.
Google Analytics _utm(x), _ga(x), _gid, amp_token These cookies are used to collect information about how visitors use our website. They keep track of when a visitor enters and leaves the website and any search engines and keywords that are used, including any personal and/or sensitive data. Click here for more information about Google Analytics cookies.
Google Optimize _gaexp, _opt_awcid, _opt_awmid, _opt_awgid, _opt_awkid, _opt_utmc These cookies are used to target content variants to users as part of website experiments. Click here for more information about Google Optimize cookies.
Bing mui(x), _uet(x) Remarketing script and conversion tracking Click here for more information about Bings Ads and how to disable this cookie.
Hotjar _hj(x) These cookies are used to record anonymous videos about how visitors use our website. They keep track of how visitors engage with pages on our website. Click here for more information about Hotjar and how to disable this cookie.
ResponseTap   These are 3rd party cookies served by ResponseTap. They serve incoming phone numbers to visitors to allow call volume tracking. Click here for more information about Response Tap cookies.
The Trade Desk   These are 3rd party cookies served by The trade desk. They serve adverts to visitors based on the websites they've been to previously. Click here for more information about trade desk and how to disable this cookie.

Marketing cookies

These cookies are used to make advertising messages more relevant to you. We may use this data to tailor the marketing and ads you see on our own and other websites and mobile apps, including social media.

Intermediary site
Intermediary site

Existing customers

How can we help?

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I want to know what I owe

Quickly check your balance or get a formal settlement figure.

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Payment deferrals

Find out more about payment deferrals and what will happen if your payment deferral is coming to an end.

Find out more about payment deferrals

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I want to make a payment

Our secure online system is available 24/7.

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I'm struggling with my payments

Let us know and we’ll find a way forward, together.

Check my options

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My circumstances have changed and I need help

We're here to support you through challenging times.

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I want to make a complaint

If you're unhappy, we want to know.

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I want to make a general account enquiry

Fill out our enquiry form we will be in touch.

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I want to change my payment details

Update when and how you make a payment.

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I have accessibility needs or a disability and need some extra support

Find out how we'll support you with your accessibility needs.

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Coronavirus support

Latest customer information.

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I don't understand a charge on my account 

Our Tariff of Charges will help make sense of it.


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I don't understand my Annual Statement 

Our visual guide and FAQs will help you make sense of it.


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I need to report a bereavement 

We’re here to help.


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I want to help someone manage their account 

Find out how the account holder can authorise you to deal with us.


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I want to borrow more or refinance 

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Frequently asked questions 

Find out more about managing your account in our FAQs.


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