The following organisations provide information on the services and entitlements available to borrowers.
Step Change Debt Charity
Free, confidential advice and support to anyone who is worried about debt.
0800 138 1111
Free, confidential and independent advice on how to deal with debt problems over the phone or by email.
0808 808 4000
The Money Advice Service
Free information and advice on money matters over the phone, through online chats or face to face.
0800 138 7777
The Financial Conduct Authority
The Citizens Advice Bureau
HM Revenue & Customs
This number will provide you with information on all tax credits and benefits you may be entitled to.
Phone: 0345 300 3900
Financial Ombudsman Service
The Financial Ombudsman Service can step in if you’ve made a complaint to a financial business, but you’re not satisfied with the way things have turned out.
Phone: 0800 023 4567
Fax: 020 7964 1001
We adhere to the Standards of Lending Practice which sets standards for banks when dealing with lending and overdrafts for personal customers. You can get more information on the Standards from any branch or at www.lendingstandardsboard.org.uk. Under the Standards we have also developed a Statement of Lender and Borrower Responsibilities to ensure that the relationship works well for both of us.
The leaflet Dealing with Debt is a valuable publication which outlines how banks deal with customers in financial difficulties including the process involved and the main rights and responsibilities of customers and banks.