An existing loan
Use the verified contact details printed on your loan agreement or statement. Have your agreement reference ready, but do not share a bank PIN, password or OTP. Ask for the secure route if you need to supply supporting documents.
A question about costs or applying
Start with costs and fees, requirements or the help centre. You can use the repayment calculator without providing contact details.
A payment difficulty or suspected fraud
If you are worried about a repayment, use the repayment-support checklist and contact your creditor early. If bank access or funds may be at risk, contact your bank immediately through its own official channel.
Making a complaint
Keep a clear written account of the issue, the agreement reference and the outcome you are requesting. Follow the complaints process.