If a scheduled payment doesn’t go through (for example, because there isn’t enough money in your account or your Direct Debit has been cancelled), we treat this as a failed payment and follow a clear process to help you get back on track.
What happens if your payment fails:
We’ll let you know. We’ll contact you (usually by email and/or SMS) to explain that your payment has failed and what the next steps are.
We’ll usually try again automatically if your Direct Debit is still active.
Missing or late payments can affect your credit file. Until the missed amount is fully paid
If you think a payment might fail, or you’ve already missed one and can’t afford to clear it, please get in touch with us as soon as possible. We may be able to look at support options such as a reduced payment (underpayment) plan or an account hold, depending on your circumstances.