We're committed to providing the best possible support, whether you have a simple account query or need help with payments, financial difficulties, or money worries. Our experienced team will listen to your circumstances and work with you to find the most appropriate support available.
If we're unable to resolve your issue directly, we'll help you access trusted organisations that provide free, independent guidance on debt advice, budgeting, money management, and financial wellbeing. Whether you're looking for help with missed payments, managing your finances, or understanding your options, we're here to help you find the right support.
Payment concerns
If you have a change in circumstances which is causing you concerns about making your repayments, please get in touch with us as soon as you can.
The easiest way to contact us is by calling 01603 801 911
Help & support
We have a number of options available to you if you’re struggling with your repayments and will work with you to find the best solution based on your individual circumstances.
You can email us or send a secure message via the online portal and a member of our team will get back to you as soon as possible.
Additional support
If you’re experiencing life events which affect more than just your finances, we have a dedicated team on hand to assist you. You can contact this team by whichever method you feel most comfortable. You can even authorise a friend or family member to talk to them on your behalf.
By phone: 01603 801 911
By email: specialist.support@norwichtrust.co.uk
Further support
Life events can affect more than just your finances and it can be hard to know where to seek help when you need it. Below you’ll find details of several websites and charities that offer financial, legal and emotional support. Each of these offers free, confidential and impartial advice on any concerns you may have.
Financial Conduct Authority (FCA) – The FCA regulate financial services providers to ensure they are operating in an honest, fair and effective way. By making sure the market works well, they are also ensuring customers are treated fairly. As the regulatory body for the UK’s consumer credit sector, although not acting directly as a consumer champion in the same way as StepChange or Citizens Advice, one of the FCA’s key statutory objectives is to protect consumers from unfair, misleading, and unscrupulous practices.
Financial Ombudsman Service – If you have made a complaint to any financial services company and have been unable to resolve the dispute, or are dissatisfied with the outcome, you can contact the Financial Ombudsman Service (FOS) to investigate. The FOS is an impartial dispute resolution service for customers who are not satisfied with the response to a complaint they have received from a company that provides financial services. Upon referring a complaint to FOS, they will investigate your dispute carefully and make a decision in either your favour or in that of the firm you are complaining against.