Your Money - Payment Problems

Worried about your money?

We understand that however carefully you budget or plan your spending, circumstances change and at times you might experience financial difficulties. One of the most important steps to taking control of your finances is to speak to us and share your circumstances, then, together we can work out a plan to get your account back on track. Please do not delay, act now.

What to do if I can't make a payment?

If you find that you can't keep up with your payments, please call us immediately on 01254 302 207. We are available Monday-Thursday 8am to 9pm, 8am to 7pm on Friday and 8am to 4pm on Saturday. You can also email contact@24ace.co.uk.

To ensure we can help you if you are in financial hardship it is important not to delay and contact us immediately.

What do we do?

Once you have alerted us that you are struggling with payments, we'll try to find out as much as we can about your circumstances which may include carrying out a household income and expenditure assessment. For example, we'll ask you questions about what other bills you pay and what money do you have available to pay them.

Don't worry, any personal information that you give us will be treated as private and confidential. Also, wherever possible we'll ask your permission before we keep a record of any information of a sensitive nature for example ill health or vulnerability. Based on the information you have given us, we'll then attempt to give you options that might help you during this difficult period.

What else do I need to know?

At times you might feel like you need further assistance and advice. Also, depending on the information you give us about your circumstances, we might suggest that you contact a third party for further guidance. We have included some contact details that we thought could be helpful to you.

StepChange is a debt advice charity that help people tackle their debts by providing practical debt solutions. They have a number of useful tools on their website. Also, calls from a landline are free if you call their debt helpline on 0800 138 1111. Lines are open Mon-Fri 8am-8pm and Sat 8am-4pm.

Citizens advice offer advice both face to face and over the phone. As well as debt advice they offer assistance on employment, housing, benefits, tax credits and immigration. Just visit or call your local Citizens Advice office.

Age UK provide information and advice on anything form health to housing. They can be contacted on 0800 169 2081 - calls are free from any UK landlines.

Samaritans is a registered charity aimed at providing emotional support to anyone in emotional distress, struggling to cope or at risk of suicide throughtout the UK and Ireland. They can be contacted on 116 123 - calls are free from any phone.