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Online banking

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Financial Worries

I have missed a payment - what should I do?

It is important that you keep payments up to date on your account. If you are struggling with your payments please get in touch to discuss your circumstances as we are here to help in these situations. Please be aware that missed payments may impact your credit file.

Depending on your product, if you have missed a payment you can:

Credit Cards:

View our existing FAQ on ways to pay your Credit Card. 

It is important to note that you may be charged for a missed payment and your account may be blocked until it’s brought up to date and the payment cleared.


  • Make a faster payment using your Loan Sort Code and Account Number
  • Call 0345 600 6016* and make a payment with one of our advisors.


Your policy may be cancelled if a payment is missed so it’s important you contact us as soon as possible to discuss on 0345 030 3188*.

Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.


I have only just realised that my payment has failed. I am out of work due to Covid-19 and there wasn’t enough money in the bank. I have tried calling but the offices were already closed. I can’t have my policy cancelled. I am really worried! 

Hi @Ryan1984, I'm sorry to hear this. If you can send us a private message, we can look into this for you - Trinh 

I have sent a private message. How long before anyone gets back to me? I’m very concerned. 

Hi @Ryan1984, I have replied to your private message 🙂

How long do you think it will take to look into my enquiry? I’m not going to be able to sleep wondering if my insurance has been cancelled. 

Hi @Ryan1984, I can see that we resolved your query by private message.

I can't register online for online banking to manage my loan. Please help. 

Hi @Sarlit1991, I'm sorry you are having issues online. Please send us a private message so we can help 🙂 

Hi, I've missed a payment and can't afford for my insurance to be cancelled. The phone number provided keeps cutting me off! Can anyone advice on an alternative way of contacting?

Hi @cjbee, thanks for your message. You can call our Car Insurance Team on 0345 246 2895 (Mon - Fri: 8am - 8pm, Sat - Sun: 9am - 2pm) and the Home Insurance Team on 0345 246 2904 (Mon - Fri: 8am - 8pm, Sat - Sun: 9am - 2pm) where an adviser will be more than happy to help. Listen to all of the important messages in full to be connected to the right department. Hope that helps - Saqib