Welfare support

We are aware that there are instances when customers are faced with challenges that prevent them from resolving a case quickly.

To support these customers, we have a dedicated, in-house Welfare team that works closely with vulnerable customers.

By working with these customers on a case-by-case basis, we are often able to suspend enforcement action and arrange long-term manageable payment solutions.

Our well-trained welfare team works in close partnership with advice groups, such as the Citizens Advice Bureau and StepChange Debt Charity, the UK’s leading independent debt charity, providing an additional resource to our customers that helps empower them in managing their debt.

Any potential vulnerability will be treated as an individual case as we understand there are many types of vulnerability.

If you are facing a challenge that prevents you from resolving your case, please speak to our customer contact centre for advice.


By email


By phone

0845 0743 749 (Option 2 for an operator)

Calls cost £0.02 per minute, plus your phone company’s access charge.

View all call costs

By fax

01992 803 001

By post

Marston, PO Box 12019, Epping, CM16 9EB