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Our Commitment to You

Need extra support? Our specialists are here to help

We understand that many UK households are being affected by the rising cost of energy, food and bills. We want to reassure you we can offer support if you’re facing financial difficulties. 
 


The support we can offer depends on your personal circumstances and how long you’ll need help. Options could include (but are not limited to): 

  • Giving you slightly longer to pay any missed payments  
  • Waiving a late payment fee 
  • Temporarily reducing payments 
  • Arranging a break from payments for a period 
  • Changing your monthly payment due date

 


We’ll be happy to talk through your circumstances and possible options.

 

You can call us on 0333 321 8566 between 8.30am and 6pm, Monday to Friday. 

 

Alternatively, you can email: customerservicespf@closebrothers.com. Please include your telephone number and agreement number.

 

Please be aware that missing payments could affect your credit rating and make it more difficult for you to get credit in future. 

Getting payment support

Need help with your payments? We’ll support you in finding a solution to suit your needs.

 

    I am not working, and I think this will affect my ability to pay, what should I do?

    Please call us on 0333 321 8566 to discuss the options available to you.

    I have missed a payment, what should I do?

    You can bring your agreement up to date in three ways: 
     

    1. Call our automated payment line on 0333 321 8568 and follow the prompts to pay by card. 
    2. Or to speak to us, please call 0333 321 8566. 
    3. Pay online, using the pay by link sent to you by letter or email.  
       

    If you’re worried about falling further behind with your payments, we’re here to help. Please give us a call on 0333 321 8566 so we can discuss the options available to you. If you’ve recently received a Notice of Default email or letter, please call us.

    I am going to miss my next payment, what should I do?

    Please call us on 0333 321 8566 to discuss the options available to you.

    How can I tell you if I need additional communication support?

    We recognise that some of our customers will have varying needs that may affect how we communicate with them.  
     
    If you require letters to be sent in Braille or larger print, please contact us on 0333 321 8566 and we will be able to facilitate this. 
     
    If you have a hearing impairment or are unable to talk on the phone for any reason you can email us at customerservicespf@closebrothers.com.

    I’m currently experiencing personal difficulties which will affect my agreement with you. How can you assist me?

    We understand that customers may go through difficult times for a variety of reasons that may be sensitive and personal to them. Please be assured that our specially trained agents are here to help and will work with you to reach a solution for your agreement with us that is suitable to your current circumstances.  


     
    Please get in touch with our specialist team on 0333 321 6057 between 8.30am and 6pm, Monday to Friday.  


     
    Any sensitive information you share with us will be treated in the strictest confidence and only stored on our systems with your explicit consent, which you can also withdraw at any time.  


     
    We may also request consent from you to share this information with your insurance broker to allow them to provide guidance on your insurance policy.  

    How will missed payments affect my credit file?

    We provide credit reference agencies with a record of your agreement with us each month. This may include information such as any late or missed payments, or any other failure to keep to its terms. Any records we submit will remain on the credit reference agencies’ files for six years after your agreement ends.  


     
    Missed payments could affect your credit rating and make it more difficult for you to get credit in future. 
     


    You can find further information about how credit reference agencies may process your personal data at: www.experian.co.uk/crain.

     

    Alternatively, contact us to obtain a paper copy.  


    You can contact Experian directly about your credit report by: 
    Phone: 0344 481 0800 or 0800 013 8888 
    Online: ins.experian.co.uk/contact
    Post: Customer Support Centre, Experian Ltd, PO BOX 9000, Nottingham, NG80 7WF 

    Need help to manage your finances?

     

    If you’re falling behind with your payments, or likely to be, speaking to a trained and experienced debt advisor about your situation can help you to find a solution that’s right for you. Customers who access debt advice at an earlier stage of financial difficulty are more likely to get a better outcome.

     

     

    The benefits of obtaining debt advice


    Money guidance and debt advisory services will keep everything you tell them confidential and can:

    • Give you advice on better ways to manage your money
    • Check to see if there are any benefits or entitlements you might be able to claim
    • Tell you about the ways of dealing with debts that are open to you 
    • Get you out of debt faster

     

    Where to find help


    There are lots of resources available to help you manage your finances, from budgeting and debt advice to debt solutions. Online services give you access to get immediate, personalised help. Some services are available 24 hours a day. Telephone services allow you to speak directly with an expert advisor and are usually available weekdays, evenings and Saturdays.

     

    MoneyHelper is a debt advice locator tool which has a variety of resources to help you find the support you need online, over the telephone or face to face. We’ve also included the details of other free and independent organisations that you can contact directly.  
     

    Free and independent advice

    You can get free independent help and advice from several sources, including:

    Money Helper

    Here to put you in control, with free, impartial help for money and pensions that’s quick to find, easy to use and backed by government.

    Go to Money Helper

    Step Change

    Use their free and flexible online advice service with expert debt advisors on-hand to help you explore your options to pay, manage or write off debt.

    Go to StepChange

    Pay Plan

    Their supportive, non-judgemental advisers help thousands of people, including small businesses and directors of Limited Companies, beat their debts every year and treat all of their calls with the strictest confidence. 

    Go to Pay Plan

    Need help with a business debt?

    Business Debtline

    A charity run by the Money Advice Trust offering a free debt advice service for the self-employed and small businesses in England, Wales and Scotland.

    Go to Business Debtline

    Advice NI

    Their Business Debt Service can provide tailored debt and budgeting advice for sole traders, partnerships and limited companies in Northern Ireland.

    Go to Advice NI