Struggling With Repayments

If you're finding it hard to keep up with a loan, you're not alone – and the sooner you act, the more options you'll have. Here's what to do, and where to get free help.

Reviewed by Martin Bishop, Head of Customer Services · October 2026

What to do, in order

  1. Straight away

    Contact your lender

    Don't wait until you've missed a payment. Call or email your lender, explain what's changed and what you can afford. Lenders would much rather hear from you early than chase a missed payment later.

  2. Before anything else

    Keep up with your priority bills

    Some bills have more serious consequences than others if they go unpaid – such as your rent or mortgage, council tax, and gas and electricity. A free debt adviser can help you work out which to pay first.

  3. This week

    Get free, confidential advice

    A debt adviser can look at everything you owe and help you choose the right way forward. It costs nothing, and talking to them doesn't affect your credit file.

  4. Avoid

    Borrowing more to keep up

    Taking out another loan to make your repayments usually makes the problem bigger, not smaller. Talk to your lender and an adviser instead.

From our experience

Why talking early makes such a difference

We see the same pattern again and again. When a customer talks to their lender before things go wrong, the two of them can usually agree a new repayment plan before any default – and before late fees start to build up.

When nobody talks, penalties begin to mount. That makes the next payment even harder to find, which leads to more missed payments – and more missed-payment markers on the credit file. An agreed plan may still be noted on your file, but it looks far better to future lenders than a string of missed payments and a default.

What your lender has to do

Every lender on our panel is authorised by the Financial Conduct Authority, and FCA rules say lenders must treat customers in financial difficulty fairly and with forbearance. Depending on your situation, that might mean:

Things a lender may offer

  • a lower payment for a while
  • more time to pay
  • freezing or reducing interest and charges
  • a payment plan you can stick to

Things a lender shouldn't do

  • pressure you to pay more than you can afford
  • ignore an offer to pay what you realistically can
  • keep contacting you in a way that's unreasonable
  • refuse to deal with a debt adviser acting for you

Missed payments are usually reported to the credit reference agencies, which can make borrowing harder in future – another reason to talk to your lender early. If you're unhappy with how a lender treats you, you can complain to them – and then the Financial Ombudsman Service, should it not be put right. You can also contact us and we'll take a look.

Breathing Space

In England and Wales, the government's Breathing Space scheme can give you 60 days' protection from most creditors while you get your finances in order. During that time, interest, fees and charges on most debts are frozen and creditors must pause enforcement action. You can't apply for it yourself – a debt adviser can check whether you're eligible and apply for you. There's a separate version for people receiving treatment for a mental health crisis. Scotland has its own protection, and an adviser can explain it.

Never pay for debt help you can get free

Some firms charge fees for debt advice or debt management that you could get free from a charity. Be wary of anyone who cold-calls, texts or emails you offering to write off your debts. Before using any firm, check it on the FCA register, and remember the free services below.

Free, confidential help

We're a credit broker, so we can't give you personal debt advice – but any of these services can. More guides: Customer Advice.