Financial help and support

We understand money isn’t always easy to talk about, especially if you’re worried about your finances. Please talk to us as soon as possible if you think you’ll struggle to make your next payment, or if you have already missed a payment. Together, we’ll try to find a solution that works for you.

Our specialist team are trained to listen and understand your concerns, and we promise to treat all conversations with openness, empathy and confidentiality.

Talking to us about your options won’t appear on your credit report and won’t impact your credit score, so please do get in touch.

How Novuna Personal Finance can help

If you are in financial difficulty and need to discuss your circumstances, please call us on 0344 375 5488*. Our lines are open Monday to Friday, 9am to 5pm (excluding bank holidays).

Our repayment specialists will be able to run through the available options, helping to reach a solution that works for you and your circumstances.

Before calling us, it would be useful to have your agreement number, and your monthly income and expenditure, available.

The sorts of things we'll normally cover with you over the phone are:

  • An overview of how we might be able to help you
  • A review of your income and expenditure
  • What plans may be available to support you
  • Details of alternative organisations who might be able to offer free advice

*All numbers that start with 03 are charged at the same rate as standard landline numbers. Inbound and outbound calls may be recorded for training and monitoring purposes.


Our payment support options

If you are experiencing financial difficulty or you’re worried about your finances, we are here to support you. Remember, we'll never ask you to pay anything that you can't afford.

There are a number of potential options available, including Payment Arrangements and Payment Holds. Please be aware that arrears will be reported to Credit Reference Agencies, so these options may have an impact on your credit file.

To find out the repayment options that are available to you, fill out our digital income and expenditure questionnaire.

What is a payment hold? Back

What is a payment agreement? Back

How can I pay off my arrears? Back

How can I change my payment date? Back

Managing your repayment options online

Complete our digital income and expenditure questionnaire to find out your repayment options. Once we know a bit more about your financial circumstances, we’ll be able to suggest personalised repayment plans that are appropriate and affordable for you.

To make this easy, we can run a quick check to automatically gather the information we need by using Experian Open Banking – this check will not impact your credit score. Alternatively, you can complete a few forms manually to share your information.

Please have your agreement number to hand. You can find this on your bank statement or on any Novuna documentation. The number is 9 digits and begins with either ‘02’ or ’03’.

Further support and resources

Whilst our team can provide you with support, we are unable to provide debt advice. However, there are independent charities that can provide you with the help you need.

The benefits of these charities are that they:

  • Provide free and impartial debt advice
  • Can look at ways to maximise your income
  • Explain the implications of non payment of each debt
  • Assist to plan a budget and how to prioritise debt
  • Could reduce charges being applied
  • Look at the best debt solution for you, whether this is a reduced payment or to facilitate a referral for a debt solution

StepChange Back

MoneyHelper Back

Experian Support Hub Back

National Debtline Back

Citizens Advice Bureau Back


Guides to help you manage your budget

Money worries can impact your wellbeing, so it’s important to seek support in managing your finances as soon as you can. We have a range of money management guides to help inspire your financial future. Give them a read and let us know what you think.

Understanding your credit score

We get asked a lot of questions about how credit scores impact potential finance applications and how customers can improve their credit file.

A credit score is a number automatically calculated based on the information on your credit report. Even though it can feel significant, remember that a credit score is in no way a reflection on you as a person – it’s simply a score to help lenders assess how well a product might fit with your personal circumstance. Plus, every organisation will have their own scoring system, so there’s no such thing as a universal credit score.

Negative information can stay on your credit file for up to six years, though the impact it has on your credit score can vary. The best thing you can do is try to always make your repayments on time. Even if it’s something you’ve struggled with in the past, keeping up with your repayments going forward can demonstrate improved money management.

How to improve your credit score Back

Are you going through a challenging time?

Sometimes we have great plans, but life gets in the way. We’re here for you. You may have experienced an unfortunate bereavement, want to discuss adding a Lasting Power of Attorney to an agreement or require additional support to manage your loan. You’ll find answers to common questions and the best ways to get in touch with us over on our life events support page.

Contact us

Call us on 0344 375 5500 (lines are open Monday to Friday, 9am to 5pm) or email CustomerService@novunapersonalfinance.co.uk for all general queries relating to your account.

You may also find it easier to manage your account online or on the app.