Missed or insufficient payments

It’s very important to ensure you pay the monthly amounts due on your FlexPay account and stay in control.

If you miss a payment you could lose any promotional rates which apply to your account. If that happens, your standard account interest rates and fees will apply. You could also receive late fees and charges. Missing a payment may also affect your credit score and your ability to borrow in the future.

What happens if I miss a payment or go over my limit?

If you go over your credit limit, you'll receive an alert to notify you. No fees will be charged however, you should make a one-off payment to pay off your arrears as soon as possible.

If you have instalment plans and you miss a scheduled payment, any instalment plans that remain unpaid will be moved to the main balance. They’ll then be charged the standard interest rate, which may be higher than the interest rate that we applied to your instalment plan.

If you miss a contractual minimum payment, all your instalment plans will be cancelled and moved to the main balance. You'll also be in arrears, and you won't be able to use FlexPay until you have paid your missed minimum payment in full.

We may charge you a default charge of £12 for missing the minimum payment.

We report your payment behaviour and any missed payments to credit reference agencies. This may show on your credit file and may make it harder or more expensive for you to get credit in future.

If you can't make your payment, we are here for you. We have a team of specialists who can look at your options and find the best way we can help. If you would like to speak to us, please call us on 0800 028 3024 or  01268 653742 if you're outside the UK. Lines are open Monday to Sunday, 8am to 8pm.

What happens if I don't make my minimum payment in full and on time?

We'll charge you a default charge of £12 and you’ll be in arrears. This may affect your credit score. You also won’t be able to use FlexPay until you have paid your missed payment in full.

If you don't pay your contractual minimum payment, you won't have paid the payments due under any instalment plans you have. This means your plans will be cancelled. The amounts you owe us under those plans will be moved to the main balance and charged at the standard interest rate.

If I can't afford to make a payment, how can you help?

If you can't make your payment, we are here for you. We have a team of specialists who can look at your options and find the best way we can help. If you would like to speak to our friendly team, please call us on 0800 028 3024 or  01268 653742 if you're outside the UK. Lines are open Monday to Sunday, 8am to 8pm.

You can find organisations who can help in the Credit Health Tool section of your account.