Help and Support
Financial Difficulty
If you are worried about an upcoming payment
If you are worried about an upcoming payment, please let us know as soon as possible so that we can help support you to find an affordable solution. Our contact details are:
It is very important that you speak to us as early as you can. Speaking to us won’t impact your credit file and we will be able to offer you extra support.
Free help and support
If you are worried about debt, you might benefit from getting free and impartial money guidance and debt advice from one of the below:
- PayPlan: PayPlan offer free, simple debt advice to anyone who needs it. You can get help over the phone on 0800 316 1833 or online for free using their website: www.payplan.com
- Stepchange: You can get free advice without having to speak to anyone and can use their online debt advice tool at any time that suits you using their website: www.stepchange.org or you can speak to them by calling 0800-138-1111
- National Debtline: If you are struggling with debt, this debt advice charity can help. You can call on 0808-808-4000, speak to them via their webchat service or use their online Digital Advice Tool to get free advice by going to their website: nationaldebtline.org
- MoneyHelper: You can find out what free debt advice is available for you, what companies can offer this, and how to speak to the people you owe money to. Money Helper will also give you tips to help you pay back your debts in the right order. You can find more information at: www.moneyhelper.org.uk or call using 0300 500 5000
If you are having trouble paying several debts or struggling with essential bills like rent, electricity or water, these organisations may be able to help you to:
- Make a list of all the companies you owe money to and contact them each individually to state that you are working with them. The company may then freeze any interest payments or charges and stop any collection letters and phone calls.
- Make a plan to manage your debt in an affordable way.
- Look at your monthly spending, help you to make a budget and prioritise which bills you should be paying first.
People that get help and advice on dealing with their debts can often resolve issues more quickly than those that don’t.
Work out your budget
Whether or not you work with a debt advice charity or company, it might help to create a list of your current:
- Monthly income after tax and deductions: This should include any income you receive, through a job, rental property, pension, benefits or child maintenance. You should only include the monthly amount £ you receive after any tax or deductions.
- Monthly outgoings: This should include all of your monthly outgoings such as your part of the mortgage/rent/any service charges/ground rent, council tax, utilities (electric, gas, water and oil), TV and internet, telecommunications, groceries and shopping, travel, insurances, clothing, other credit commitments, childcare, personal costs, and any other costs for you, your children or anyone else that relies on you financially.
A great way of knowing what you have going in and out, is by using a budget planner such as the one provided by MoneyHelper. This will help you know exactly what money you have available each month and support you if you need to set up arrangement with one or more of your providers.
Speak to who you owe money to
The sooner you talk to the companies you owe money to, the better it will be and the quicker they can see what help is available for you. This may include allowing you to delay your payment date, get some breathing space from paying, or setting up an arrangement or payment plan to pay off your debt in lower amounts over a longer amount of time. These options can give you time to get back on track.
Free debt advisors (see above) can help you to understand which bills you should prioritise paying first as some debts can cause you particularly serious problems if you don’t do anything about them. They’ll be able to tell you which debts to pay back and in which order.
Some suppliers might also have special schemes available which can help you. For example, many energy companies have special support in place to help customers who are struggling. You can find more information by contacting them directly:
Low/no income households – benefits available
Many people in low income households are entitled to benefits, but do not know what they can apply for and how to apply. You can check what benefits and cost of living support you might be able to get using:
- BENEFIT CALCULATORS - You can use this benefit calculator to check what you could be entitled to, this will give you an estimate of; the benefits you could get, how much your benefit payments could be, how your benefits will be affected if you start work or increase your hours and how your benefits will be affected if your circumstances change - for example, if you have a child or move in with your partner.
- BUDGETING LOANS - If you’ve received income support, income-based jobseekers’ allowance, income-related employment and support allowance or pension credit for a minimum of 6 months, you may be eligible for a budgeting loan. These are designed to help with costs towards; furniture, household goods, clothing, moving house costs (including advanced rent), home improvements, travelling in the UK, costs linked to getting a new job, maternity costs, funeral costs, or to repay credit.
- UNIVERSAL CREDIT – If you’ve been approved and will be receiving universal credit going forward but need funds before your first payment day, you may be eligible for an advance on your first payment.
The charity, Turn2Us also has a free and confidential Benefits Calculator where you can find out what benefits you might be able to claim.
Cost of living
We understand that times are difficult and costs have increased across the UK. We want to help customers who are struggling with the cost of living crisis or because they are in or facing financial difficulty. You can find out what extra cost of living support is available to you, to help with bills and essential living costs. This includes support with utility bills, housing costs, council tax and NHS/ healthcare costs.
Grants
Some people might be able to get money (called a grant) from a charity or similar organisation. To see if you could be eligible to apply for a grant you can use the Turn2us Grants Search.
Supporting all our customers
HERE AT MR LENDER, WE STRIVE TO HELP SUPPORT OUR CUSTOMERS THROUGH DIFFICULTIES THEY MAY BE FACING.
We understand that life circumstances can change, whether this be financial, health related or through a loss of a loved one. Therefore, Mr Lender are committed to supporting you by providing contact information from external resources and charities, who are best equipped to help, no matter what difficulties you may be facing. In addition to this, we have a Specialist Customer Support team in-house, who are dedicated to helping you through any money worries you may have due to a change in life circumstances.
Our Specialist Customer Support Team
Opening times: Monday to Friday: 8:00am - 6:30pm Saturday : 8:00am - 3:30pm
We have put together a list of links to free external resources you might find useful, these have been carefully selected based on challenges we know our customers may face: However, it is important to note that this should not replace any professional advice you may have already been given.
Health
You may also be able to access help from one of the organisations listed below. However, these are not crisis services and if your life is at risk right now and you need urgent medical help, please:
- Call 999 for an ambulance
- Go straight to A&E, if you can
- Call your local crisis team, if you have their number.
In addition you can find information and support for your mental health on the NHS website, or you can phone 111 and choose the mental health option and you'll be connected to the Mental Health Hub to speak to one of their team.
Mental health and feeling suicidal
- SHOUT - Shout is a free, confidential, 24/7 text support service for anyone in the UK who is struggling to cope. To start a conversation, text the word 'Shout' to 85258. Trained Shout Volunteers are available to listen at any time of day or night and messages won't appear on your phone bill.
- HUB OF HOPE- The Hub of Hope is the UK’s leading mental health support database. It is provided by national mental health charity, Chasing the Stigma, and brings local, national, peer, community, charity, private and NHS mental health support and services together in one place for the first time.
- MIND- Even though 1 in 4 people have mental health problems, most of us don’t get the help we need. Mind's helplines provide a voice at the end of the phone when there's nowhere else to turn. You can contact Mind’s support line on 0300 102 1234, they’re open 9am to 6pm, Monday to Friday (except bank holidays).
- SAMARITANS- People can contact the Samaritans with all sorts of concerns and what might be a small issue to you may be huge to someone else. You could be going through something new or have been struggling to cope for some time, either way, the Samaritans are there if you feel you need some extra support.
- Rethink Mental Illness have information about different types of mental illnesses, diagnosis and treatments as well as support groups around the country. They also have a number of factsheets that may help customers get further support.
Poor physical health
- NHS SOCIAL CARE AND SUPPORT- If you or someone you know needs help with day-to-day living because of illness or disability, this website explains your options and where you can get support.
- NHS HELP - If you think you need medical help right now, 111 online can tell you what to do next.
- The People Hub are a charity working to empower people with long-term health conditions and disabilities through knowledge sharing. You can find resources and toolkits to help you manage a personal health budget on their website.
Life events
Life events, such as; a berevement, homelessness, relationship breakdown or sudden caring responsibilites, can impact and change your circumstances completely. The following organisations may be able to help:
- CRUSE BEREVEMENT SUPPORT - Grief can be overwhelming and you don’t have to deal with it alone – Cruise Bereavement Support has a dedicated free helpline (0808 808 1677) which is open Monday, Wednesday, Thursday and Friday: 9.30am-5pm and Tuesday: 1pm – 8pm.
- SHELTER - Everyday millions of people are being devastated by the housing emergency. Shelter exists to defend the right to a safe home.
- SAMARITANS People can contact the Samaritans with all sorts of concerns and what might be a small issue to you may be huge to someone else. You could be going through something new or have been struggling to cope for some time, either way, the Samaritans are there if you feel you need some extra support.
- THE TRUSSELL TRUST The Trussell Trust provides information on foodbanks that can provide emergency food and support to people facing hardship.
- RED CROSS If you are a refugee or asylum seeker in the UK, the Red Cross may be able to provide emergency help, one-to-one casework, one-off support and information and signposting about where to get help.
Alcoholism, gambling and addiction
If you have a gambling addiction, or drug or alcohol dependence, one of the following may be able to help:
- GAMCARE- Gamcare are available to speak one-to-one over the phone 0808 802 0133 or on live chat 24 hours a day, every day of the year.
- Gordon Moody Association offers residential courses for men and woman who have problems with gambling. It also runs the Gambling Therapy website, which offers online support to problem gamblers and their friends and family and a National Gambling Helpline (0808 802 0133).
- TALKTOFRANK- Alcohol and drug substances can be difficult to discuss. You can call FRANK anytime on 0300 123 6600 for confidential advice or visit the website for help and support.
- ALCOHOLICS ANONYMOUS - At AA, alcoholics help each other. Call free 0800 917 7650, email [email protected] or ask any questions in their online live chat box.
- COCAINE ANONYMOUS – At CA, addicts (who have problems with any drugs – not just cocaine), help each other. Call 0800 612 0225 to speak to a member of Cocaine Anonymous, from 10am-10pm, 7 days a week. You can leave a message 24/7, and they’ll call back as soon as they can. Email [email protected].
Victim of a crime
If you believe you are at risk of danger, please call the emergency services on 999 immediately.
- VICTIM SUPPORT - Victim Support can help anyone affected by crime. You can get help from Victim Support 24 hours a day, seven days a week by calling their support line free on 08 08 16 89 111 or using their LiveChat.
- NATIONAL DOMESTIC ABUSE- The freephone, 24-hour National Domestic Abuse Helpline 0808 2000 247.
- Women's Aid is a national charity and federation of 300 local services supporting domestic violence survivors through advocacy and practical support.
- Refuge offers specialist support for women and children experiencing domestic violence. They have put together a guide with practical help and information on your rights, if you are being controlled or manipulated financially by a partner or family member.
- Safe Spaces – If you are experiencing domestic abuse, it can be isolating and difficult to find support or think about your options. You can visit any participating ‘safe space’ in the UK and ask a member of staff at the counter to use their safe space. You will be shown to the safe space which will be a private room and once inside you can use the safe space in whichever way works for you.
Beware of loan sharks
Loan sharks are illegal moneylenders who often charge very high interest rates. If you can answer yes to one or more of these questions you might be borrowing from a loan shark:
- Did they offer you a cash loan?
- Did they not give you paperwork?
- Did they add huge amounts of interest or APR to your loan?
- Have they threatened you?
- Are you scared of people finding out?
- Have they taken your bank card, benefit card, passport, watch or other valuables from you?
You can also check if the lender is registered on the Financial Services Register.
