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If you are currently on a COVID-19 support package for your Flexi Loan account, your pause period may be ending soon. This has been a challenging time, and to assist with managing your next steps, we have set out some information for you to consider below.

Return to repayments

Please sign into Online Banking and complete the online form to let us know that you are able to return to making repayments when your support package ends. By doing so, it means you will no longer receive communications about this package.

If you are a joint account holder, this form will only be available to, and need to be completed by, the account holder who originally requested the support package.

If you are not registered for Online Banking, please follow our guidance on how to register.


Note: If you do nothing you will automatically return to making repayments once your support package ends. If you do not have access to Online Banking, you can still call us but please be aware that we are experiencing very high call volumes

Visit the online form


Request more support

Please sign into Online Banking and complete the online form by the action required by date to let us know if you are experiencing financial hardship and require more support (see where to find the action required by date on the example below).

If you are a joint account holder, this form will only be available to, and need to be completed by, the account holder who originally requested the support package.

If you are not registered for Online Banking, please follow our guidance on how to register.


Note: If you miss your action required by date you will automatically return to making repayments once your support package ends. If you cannot return to making repayments, you can still call us but please be aware that we are experiencing very high call volumes.

Visit the online form


Where do I find the online form?

  1. Sign into Online Banking via this direct link
  2. You will see a summary of your active support packages. Those that are ending soon will have an Action required by date.
  3. Click on the summary to reveal the details of the package.
  4. Click on the Take action button, you will be able to see your options for this package.


If you have packages for multiple products, you will receive communications on next steps closer to their end date.
 

Image of mobile phone screen showing example of how to view and manage COVID-19 Support Packages
Image of mobile phone screen showing example of how to view and manage COVID-19 Support Packages

You can also return to the online form at any time for updates and status checks by signing into Online Banking and taking the COVID-19 support HUB link on your banking dashboard.
 

Image of mobile phone screen showing example of Online Banking dashboard access to COVID-19 Support Hub
Image of mobile phone screen showing examples of available actions on COVID-19 Support Hub page

What if I do not have Online Banking?

You will need to be registered for Online Banking to check the status of your support package and manage your next steps.

If you are not registered for Online Banking, please follow our guidance on how to register.

If you do not have access to Online Banking, you can still call us but please be aware that we are experiencing very high call volumes.

Register for Online Banking


COVID-19 support package for Credit Card, Personal Loan & Flexi Loan FAQs 

If you do not take action by this date, your repayments will automatically restart as outlined in the letter we sent you recently. 

For most customers Autopay and Direct Debit repayments will recommence. However, if you have manually cancelled Autopay and Direct Debit arrangements you will have contact us to reinstate these.