Life events

When faced with challenging times, you’ll want peace of mind knowing your finances are all in order. We’re here to help.

Unexpected events affect us all

We understand it can be stressful dealing with changes in your circumstances, so we've tried to make it as straightforward as possible to reach out to us.

On this page, you'll find out more about:

Bereavement support

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 us on 0344 375 5500 – 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.

Setting up a third party to manage your loan

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

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).

If you have Lasting Power of Attorney or a Deputyship

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:

For more information about becoming someone’s deputy, please visit:

Support for individual needs

You may need additional support to help you manage your loan agreement. Here are just some of the ways we’re able to help...

Sending documents in alternative formats Back

Text relay services Back

Translating information in your preferred language Back

Get in touch with Novuna Personal Finance

We offer several ways for you to manage your loan agreement.

Manage your account online

Check your balance, make payments, change your payment date, update your information, review your payment details and more.

Login or register

Use our app

Get all the features of your online account, all on our app. Download from the Apple Store or get it on Google Play.

Download the Novuna app

Visit our FAQs

Our helpful FAQs cover everything from managing your account to money worries and how to report fraud.

Find the answer to your questions

Contact our Customer Experience team

Our award-winning Customer Experience team are available to answer all general queries. Lines open Monday to Friday (excluding bank holidays), 9am to 5pm.

Call 0344 375 5500