Declined payments
Declined Direct Debit payment
If your Direct Debit has been declined, we’ll try and take payment again 7 working days after your original payment date.
Check that you have money in your account to cover the payment.
Don’t make a debit card payment or bank transfer before we try and take your Direct Debit again.
If it declines the second time, we’ll try and take payment again 7 working days after.
If it declines the third time, make the payment another way, or call our customer financial assistance team on 0800 151 2454. We're open Monday to Friday, 8.30am to 7pm, and Saturday, 9am to 1pm.
Declined card payment
If your debit card payment’s been declined, first check your bank to make sure you have enough money in your account to cover the payment.
Try to make the payment again and double check the card number you type in.
If you try 3 times and the payment is declined, you can’t use our online payment service.
You can make a bank transfer or call us and make an automated payment over the phone.
Our payment service might be down, so leave it 24 hours and try again, but don’t wait if your payment will be late. Use another payment option.
We don’t take credit cards.
Missed monthly payments
If your monthly payment is late or you miss a payment, we’ll write and tell you. We might try and call you or text you.
Worried about making your payments?
Get support as soon as possible. Go to our money worries page to find out how we can help.
Impact on your credit score
If you miss your monthly payments, we must note this on your credit file - this will have an impact on your credit score.
Still need help?
If you've not found what you need, you can get in touch.