Health
A physical or mental health condition, disability, or illness.
Support & vulnerability
If life gets harder, we're here to help
We know circumstances change. If you are worried about money, or anything makes managing your loan harder, please tell us — we'll treat you with care and find a fair way forward.
Treating customers fairly means recognising that anyone can become vulnerable — sometimes suddenly, sometimes temporarily. Telling us never counts against you. It helps us give you the right support.
What we mean by vulnerability
Vulnerability can come from many things
A customer in a vulnerable situation may be more at risk of harm, or less able to manage their borrowing, particularly if we don't act with the right level of care. Vulnerability can come from many things, including:
Life events
Bereavement, job loss, relationship breakdown, or caring responsibilities.
Resilience
Low financial or emotional capacity to cope with a shock.
Capability
Low confidence managing money, low literacy or numeracy, or limited digital skills.
Money shocks
An unexpected bill, a drop in income, or a sudden change to your regular outgoings.
Communication needs
Needing information in a different format, or someone to speak with us on your behalf.
Vulnerability is often temporary, and you don't need to use any particular word to get help. Just tell us what's going on.
How we'll support you
Extra care, without you having to ask twice
- We'll listen, take extra time, and record your needs so you don't have to keep repeating them.
- We can adjust how and when we contact you.
- If you're struggling to repay, we can discuss options such as a more affordable arrangement, and we'll always treat you with forbearance and due consideration.
- Our team is trained to recognise signs of vulnerability and respond with care.
Tell us in confidence
Call us on 07415 741133 or email info@homecredit-ltd.co.uk, Monday to Friday, 9am–5pm. If you'd like someone to speak on your behalf, let us know and we'll arrange it.
Free, independent money & debt advice
You never have to pay for debt help
You can get free, confidential and impartial advice — you never have to pay for debt help. These organisations are not part of Home Credit Ltd:
| Organisation | What they help with | How to reach them |
|---|---|---|
| MoneyHelper | Free, government-backed money guidance | moneyhelper.org.uk |
| StepChange | Free debt advice and managed plans | stepchange.org · 0800 138 1111 |
| Citizens Advice | Free advice on debt, benefits and more | citizensadvice.org.uk |
| National Debtline | Free, confidential debt advice | nationaldebtline.org · 0808 808 4000 |
If you're struggling to cope
Money worries can affect your wellbeing. If you're feeling overwhelmed, you can talk to Samaritans any time, free, on 116 123. If you or someone else is in immediate danger, call 999.