When faced with challenging times, you’ll want peace of mind knowing your finances are all in order. We’re here to help.
A change in your circumstances can make managing everyday finances more difficult. Whether you’re dealing with a bereavement, experiencing health difficulties or need someone to help manage your loan, we’re here to support you.
You’ll find information below about letting us know when someone has died, giving someone you trust permission to speak to us, and managing an account through Power of Attorney.
We can also help if you need information in a different format or additional support communicating with us. If you’re unsure where to start, please get in touch with our Customer Experience team to discuss the support you need.
If you have suffered a bereavement, please accept our condolences. We understand this is likely to be a very difficult time, and we’ll do all we can to support you.
To notify us of a death, please call our Bereavement Team on 0344 3755503 – you’ll also need to email a copy of the original death certificate to our bereavement support team. Alternatively, please send a letter along with a certified copy of the death certificate to 2 Apex View, Holbeck, Leeds, LS11 9BH. Our dedicated bereavement team will be in touch with you to advise the next steps.
We will not expect you as a third party to continue with payments - any outstanding debt will normally be paid from the estate.
If you need a bit of help managing your finances, you can ask someone you trust to help support you in managing your loan.
To give authority for a third party to discuss and manage your agreement, please contact our Customer Experience team by telephone, post, email or secure message via our app. You may remove the third party at any time.
While a third party can discuss specifics of the agreement and make payments on your behalf, they will not be able to make changes to your personal contact details (such as the name, address, email or telephone number). This is to ensure we can remain in touch and keep you informed about your account.
Power of Attorney allows you to give someone lasting authority to discuss and manage your loan agreement.
A Power of Attorney must be over 18 and have the mental capacity to set this up for either property and financial affairs or health and welfare (or both).
The first time you speak with us, you’ll need to send us a copy of the Power of Attorney or court order either via email or post to 2 Apex View, Leeds, LS11 9BH. Please also include a covering letter providing details of the account you’re requesting authorisation to manage. Once we have your details saved on the account, following security checks you will be able to discuss and manage all details of the relevant account with us.
For more information about making or registering a Lasting Power of Attorney, please visit: https://www.gov.uk/power-of-attorney.
For more information about becoming someone’s deputy, please visit: https://www.gov.uk/become-deputy.
You may need additional support to help you manage your loan agreement. Here are just some of the ways we’re able to help...
You can request correspondence in an alternative format via telephone, email, letter or secure message on the Novuna Personal Finance app. We can send documents in the following alternative formats:
Text relay may make it easier to communicate with our advisers over the telephone if you have a hearing or speech impairment. It offers a text to speech and speech to text translation service. The Relay Assistant will type out what our adviser says so you can read their responses, and you can either type back or reply to the assistant.
If you are using Text relay or Talk type, the Relay Assistant will introduce the call and explain how the service works before you connect to one of our advisers.
You may wish to speak to our team in a different language, particularly if English is not your first language. You can use our online platform or app to resolve most queries, or contact us via letter or email. But, if you’d prefer to chat to our friendly team, we also offer a translation service to make things easier for you.
A member of our Customer Experience team will speak to an interpreter who can translate the information for you. Please note that if you are wanting to make a payment over the phone, we must disconnect the translator before taking payment to protect your personal information.
If you’d like to make a payment over the telephone, one option we offer is to pay using your keyboard or by connecting to Interactive Voice Response (IVR).
Please call our Customer Experience team on 0344 375 5500 for more information.
We offer several ways for you to manage your loan agreement.
