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Talking to your creditor

If you’ve been caught off guard by higher bills and you’re worried about missing a payment, letting your creditor (any organisation you owe money to, for example, housing, gas, electricty or the council) know and having early conversations with them is the best first step to resolving your money issues and avoid falling into problem debt.

Find out how to take steps to help - or download our guide Talking to your creditor.

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Benefits of talking to your creditor

Asking for help may be the last thing you want to do, but there are benefits to reaching out to your creditor first about your money struggles.

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Myths busted – talking to your creditor

Think it’s not worth it? We sort the fact from the fiction about talking to your creditor if you have money struggles.

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Know where to start

Before contacting your provider, the first step is to take the time to get organised. Here’s what you need to get started.

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Preparing to talk to your creditor

Getting organised, thinking about what your creditor might ask and how you'll contact them can make conversations easier.

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Making the first contact

Contacting your creditor can be daunting, especially if you’ve never done it before. Here is a checklist to get you through those conversations.

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Options your creditor might offer you

Here are some solutions a provider might offer you. Before agreeing to a plan, make sure you understand any impacts on your credit score. 

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After you’ve talked to your creditor

If you’ve reached a new agreement with your creditor, ask for confirmation in writing. Our checklist will help you with your next steps.

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What if you can’t get a positive outcome

Find out what to do if you feel you’re not getting anywhere or how to go about making a complaint.

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Have you missed a payment?

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If so, now is the time to get debt advice

  • It’s free and confidential

  • Gives you better ways of managing your debts and money

  • Ensures you’re claiming all the right benefits and entitlements

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We’re always trying to improve our website and services, and your feedback helps us understand how we’re doing.
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Our pensions webchat and telephone helpline will be closed on Tuesday 28 March for staff training. We will re-open on Wednesday 29.
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Over 50 and want to know your pension options? Our call centre is closed right now, but you can explore your options with our simple online tool Hours
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* Calls are free. We’re committed to providing you with a quality service, so calls may be recorded or monitored for training purposes and to help us develop our services.

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  • Sat, Sun and bank holidays:Closed: 24–28 Dec and 31 Dec to 3 Jan 2022

* Calls are free. We’re committed to providing you with a quality service, so calls may be recorded or monitored for training purposes and to help us develop our services.

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For help sorting out your debts, credit questions or pensions guidance. For everything else please contact us via Webchat or Telephone.