What you'll do
- Understand what a payment pause is and is not
- Decide whether a pause or reduced payments suits you better
- Request a pause clearly and in good faith
- Know what to do as the pause ends
- Find independent support while you regroup
5 min read
What a pause does
A payment pause — sometimes called a moratorium — is a short agreed period where you make no payments while you deal with a difficult patch. The balance does not disappear, but the pressure of regular payments lifts for a while so you can focus on essentials and stabilising your situation.
A pause is usually best when your difficulty is temporary — for example, you are between jobs or recovering from illness — and you expect things to improve within a set time.
Request a pause step by step
- Work out roughly how long you need — a realistic, specific period is easier to agree.
- Note what changed and why a pause (rather than reduced payments) suits you now.
- Contact us in writing through the contact form and ask for a temporary pause.
- Say when you expect to be able to start paying again, even approximately.
- Confirm you would like us to hold the account while the pause is in place.
- Keep a copy and note the agreed end date once we reply.
As the pause ends
Before the pause finishes, take a moment to plan what comes next. If you are ready, you can restart payments. If you are not quite there, get in touch early — extending or moving to a reduced arrangement is often possible, and reaching out before the date passes is always better. You can review your options any time on our Help Centre.
If you are unsure what you can afford when the pause ends, the free National Debt Helpline on 1800 007 007 can help you plan.
Good to know
- A pause gives temporary breathing room but does not cancel the balance.
- Pauses suit short-term difficulties with a likely end in sight.
- Ask in writing, give a realistic timeframe, and confirm the end date.
- Contact us early if you need more time when the pause ends.
FAQ
How long can a pause last?
It depends on your situation. Pauses are usually short and time-limited; we will look at what is reasonable based on what you tell us and confirm the dates with you.
Does interest keep adding up during a pause?
This varies by account, so we cannot give a blanket answer here. Ask us directly when you request the pause and we will be clear about how your balance is treated.
What if my situation gets worse, not better?
Get in touch as soon as you can. We would rather adjust the plan with you than have you struggle in silence, and free help is available on 1800 007 007.
Still not sure? Our team is happy to talk it through.