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Arrears assistance review

We’re making things right

After a careful review, we found that we didn’t always provide the service we should have to some customers who were over their borrowing limit or behind in their loan payments.

Customer assistance while in arrears

After a careful review, we found that from October 2013, we didn’t always provide the service we should have to some customers who were over their borrowing limit or behind in their loan or card payments.

We’re sorry ­and we want to make things right, so we’re returning interest and charges to those who might have been affected during this time.

If that’s you, there’s nothing you need to do. We’ll be writing to those affected to explain their refund but it will take some time to get in touch with everyone.

The average refund is around £300 and in most cases, we’ll refund you by reducing your debt.

If you have any questions, we’re here to help. Reach us on 0800 328 6932 Monday to Sunday 8am to 9pm.