I've missed a payment

You're not alone

If a payment has slipped — you forgot the date, the money was not there, or life simply got in the way — please do not panic. A single missed payment is common and very fixable. What matters most is what you do next, and a short, honest message goes a long way.

You will not be told off for getting in touch. We would always rather hear from you than have you avoid the account because you are worried.

What you can do

The fastest way to settle a missed payment is to let us know and agree on how to handle it.

• If you can catch up now, make the payment and tell us it is on the way.
• If you cannot catch up yet, ask to add it to the end of your plan or spread it out.
• If the amount is now too high overall, ask to lower the whole arrangement.
• If money has become a real struggle, mention it so we can look at hardship support.

Step by step

1. Have your account or reference number ready.
2. Decide whether you can catch up now or need to adjust the plan.
3. Contact us through the contact form or reply to your letter, and explain you missed a payment.
4. Tell us your plan to fix it — catch up, reschedule, or adjust.
5. Set a reminder for future payment dates so it is easier next time.

Free support available

If missed payments are happening because money is tight, free help is available. A financial counsellor can look at your whole picture and help you set up something you can keep up. Call the National Debt Helpline on 1800 007 007 — free, confidential and independent. More guidance is in our Help Centre.