Existing Personal Loan customers

Find help & support with managing your Personal Loan


Help and support

Managing your loan
Early settlement
Help with repayments
Top up loans
Coronavirus information
Managing your loan Early settlement Help with repayments Top up loans Coronavirus information
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Managing your loan

More questions about personal loans?

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Early settlement

More questions about personal loans?

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Help with repayments

Can I get help if I get into financial difficulty?

If you are struggling to keep up with the repayments on your loan for whatever reason, we’re here to help. It is important that you call us on 0800 169 2000 and we’ll talk you through the options available to you.

There are lots of organisations that can provide confidential, impartial and free help and advice. More information can be found in our leaflet, are you in financial difficulties?

If you are already in touch with an organisation that is giving you financial advice, please let us know and we can deal with them directly.

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Top up loans

More questions about top up loans?

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Coronavirus Information

Please be assured that we will help all our customers impacted by coronavirus.

If you're struggling with your finances due to the coronavirus crisis we can talk about your current circumstances and what support we can offer you. Information on the support available to you can be found in our FAQs or please call us on 0800 169 2000.

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Contact us about support and queries

Call us

We are available: Monday to Friday: 8am - 7pm; Saturday: 8am - 2pm; Sunday and bank holidays: closed.
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Customer complaints

Phone

0800 169 2000

We are available: Monday to Friday: 8am to 7pm; Saturday: 8am to 2pm; Sunday and bank holidays: closed.

Post

Customer Services Department, Post Office Loans Customer Service Team, PO Box 246 Sheffield, S98 1QD.

Making a complaint

If you want to make a complaint, you should first speak to or write to the person or department that has provided the service you would like to complain about. You can ask us for a copy of our full complaints procedure. We can usually settle your complaint straight away. If we cannot settle your complaint straight away, we will tell you how long it will be before we can give you an answer. If you are unhappy with the response you receive from us, please contact Head Office by calling us on 0800 169 2000. We will take the details of your complaint, and pass it to the right person, who will contact you within two working days.

If you choose to write to us, we will reply within 5 working days of receiving your letter. We will always deal with your complaint as quickly as we can and aim to settle it within 15 working days. However, in some cases it may take us a little longer. If this is the case, we will keep you up to date with our progress by sending you a further letter within four weeks of receiving your complaint. If we have not been able to deal with your complaint within eight weeks of receiving it, we will write to you and explain the stage we have reached and what we plan to do next. If at this stage you are not happy with the progress we have made, you can complain to the Financial Ombudsman Service.

If you refer your complaint to the Financial Ombudsman Service they will be able to tell you whether or not they can look into the complaint for you. The service is entirely independent and is free of charge to consumers. Ask us for a leaflet, or contact the Financial Ombudsman Service at: The Financial Ombudsman Service Exchange Tower London E14 9SR Phone: 0800 023 4567 or 0300 123 9123 Email: complaint.info@financial-ombudsman.org.uk.