What you'll do
- Feel comfortable describing your circumstances
- Focus on the facts that matter most
- Communicate clearly and calmly
- Know what details are helpful to share
- Find support if talking about it feels overwhelming
5 min read
Keep it simple and honest
You do not need to share your whole life story or justify yourself. The most useful explanation covers what changed, when it changed, how it has affected your money, and what you can manage now. Plain, honest words are always enough, and we will listen without judgement.
Explain it step by step
- Name the change — for example, "I lost my job" or "I had a serious illness".
- Say roughly when it happened.
- Describe the effect — for instance, reduced income or new medical costs.
- Explain what you can realistically afford right now.
- Say what you are hoping for — a pause, smaller payments, or a settlement.
- Send it in writing through the contact form so there is a clear record.
If it feels overwhelming
If putting it into words feels like a lot, that is okay. A free financial counsellor can help you frame it and can even explain it to us for you — call the National Debt Helpline on 1800 007 007. You will also find calm, practical guidance across our Help Centre whenever you need it.
Good to know
- A simple, honest explanation is all that is needed — no justifying required.
- Cover what changed, when, the effect on your money, and what you can afford.
- Putting it in writing creates a clear record for everyone.
- Free help (1800 007 007) is there if explaining feels overwhelming.
FAQ
Do I have to share private details?
Only share what you are comfortable with. The key points are what changed and what you can afford — you do not have to disclose anything sensitive you would rather keep private.
What if my situation is complicated?
Start with the main points and we can work through the rest together. A financial counsellor can also help untangle a complex situation for free.
Will what I share be kept confidential?
Yes. We treat your circumstances respectfully and in confidence, and use them only to find a fair way forward with you.
Still not sure? Our team is happy to talk it through.