Life doesn’t always go smoothly. There are times when things feel overwhelming. Whether that’s a health problem, a difficult life event, a bereavement, or simply a period where managing money feels harder than usual.
Whatever you’re facing, we’ll help support you as best we can. If you’re going through a tough time, we want to support you properly. That starts with understanding your situation.
How knowing more helps us help you
Once we understand a little more about your circumstances, we can make small but meaningful changes to the way we work with you. For example:
- Staying in touch: We can contact you by phone, text, email or letter - whichever feels easiest for you.
- Taking our time: We’ll give you as much time as you need to make decisions, and we’ll never rush you.
- Checking understanding: We’ll keep things simple and clear and check you’re happy with what we’ve said.
- Protecting you if you need it: If it helps, we can put restrictions on your account - like pausing borrowing or digital access.
- Making contact work for you: We can arrange longer appointments, quieter spaces, or support you remotely if coming in isn’t possible.
You don't have to go into detail
We’re not asking you to share more than you’re comfortable with. You don’t need to explain your medical history or go into the details of your personal circumstances. Even just letting us know that things are difficult at the moment means we can make some changes that might make things better for you.
Your information stays safe
Anything you share with us is stored securely on your membership account. It’s only ever used to make sure we’re giving you the right level of care. It will never affect your credit score or your ability to access our products, unless you’ve asked us to put a specific restriction in place to protect you.
You’re in control. You can update or remove your information at any time, simply by getting in touch with us.
Your circumstances will change
We know that life moves on. Something that’s a struggle today might be much easier in six months, or new challenges might come along that we don’t yet know about. That’s why we’ll check in with you once a year to see how things are going. And if things change before then, you can always come back and update your details whenever you need to.
Other organisations that can help
| Organisation | What they offer | Contact |
| Money Helper | Free, impartial money and debt advice | moneyhelper.org.uk |
| Citizens Advice Scotland | Help with debt, benefits and more | citizensadvice.org.uk/scotland |
| StepChange | Free debt advice and support | stepchange.org |
| Samaritans | Confidential emotional support, 24 hours a day | 116 123 (free, any time) |
| Breathing Space Scotland | Support for mental health and wellbeing | breathingspace.scot |
If you’re looking for additional support beyond what we can offer, these free services are here to help.
Do you need additional support?
Tell us if you need any additional support - if you have a disability, health condition or for any other reason. We’ll ask you to:
- Tell us about your circumstances
- Choose what support additional support you need
- Consent to us recording and using this information
Submit a support request and let us know how we can best assist you.