Customers in Financial Difficulty

Phone number for customers in financial difficulty: 0345 600 2882

Lines are open between 8am and 8pm Monday to Friday and between 9am and 5pm on Saturdays and Sundays, except for bank holidays or other holidays in Northern Ireland when the bank is not open for business.

We understand that customers may find themselves in financial difficulty for a wide variety of reasons.

We aim to help customers who may find themselves in financial difficulty and it is important that a customer who is in a position of financial difficulty seeks help as soon as possible.

What should you do?

  • Don't ignore your debt problem – it could affect your credit rating. Companies can check your credit rating to see if you have a poor credit history whatever you want to borrow money for.
  • Act fast - as soon as you think you may have a debt problem contact your creditors to discuss your debt. For example they may lengthen the term of your debts to enable payments to be reduced. However creditors are not required to accept reduced payments, although they will be more likely to be receptive if you are trying to get on top of your debt problems. An escalation of the problem is in no-one's interest. Danske Bank are committed to consider cases of financial difficulty sympathetically and positively. Contact your Danske Bank branch as soon as possible even if you are not in financial difficulty at the moment but think you may be soon.
  • Avoid missing repayments - missing repayments can adversely affect your ability to get credit and you may end up being unable to buy goods on credit or get a mortgage in the future.

What we will do

Where we see frequent use of your overdraft, which may result in high avoidable charges, we may contact you and to discuss options that could help you manage your overdraft more effectively in the future.

We will deal with cases of financial difficulty sympathetically and positively.

If we assess that you may be in financial difficulty we will contact you at an early stage to discuss your problem, both in writing and, where possible, by phone, so that together we can agree how we can help you. It is important that you do not wait for us to contact you, you should contact us as soon as possible as you will probably be aware of the difficulties before us.

We will try to arrange a new payment plan with you taking your financial circumstances into account.

We will give you reasonable time to pay back any missing payments. If your loan is secured on your home we will only start repossession proceedings as a last resort when all other reasonable options have been exhausted.

We will give you details of organisations who can give you debt advice (for example, Citizens Advice Bureau), and we will talk to them if you want us to.

How we might be able to help you

We can consider a range of different options based on the type of product you have and what type of support you might need. Some of the options we can consider are:

Mortgages

  • A partial payment deferral, where you make reduced payments of a specific amount for an agreed period of time.
  • A full payment deferral, where you make no repayments for an agreed period of time. As a full payment deferral is the most expensive option we will only provide this option in certain circumstances where it is appropriate.
  • Reviewing your existing mortgage product or term to make sure it still suits your current circumstances.

It’s important you know that some of the above options are likely to increase your mortgage balance, your interest and the total amount you have to repay.

Personal Loans and Credit Cards

  • Consolidating your existing commitments into one affordable monthly payment, subject to our normal checks.
  • A full payment deferral, which may be provided if it is the best option for you based on your individual circumstances.

It’s important you know that some of the above options are likely to increase your overall balance, interest and the total amount you have to repay.

Overdrafts

  • Consolidating your existing commitments into one affordable monthly payment, subject to our normal checks.
  • Arranging a suitable repayment plan with you, to help you reduce down your overdraft balance over an agreed period of time.
  • Considering whether the cost of your account is appropriate based on your current circumstances.

We can also give you a period of breathing space, to allow you some time to consider your options and speak to free, impartial debt advice.

If you do arrange support on your repayments, this may be reported on your credit file and may impact your credit rating, which is also sometimes referred to as your credit score. This may impact your ability to obtain credit in the future. Your credit file is used by firms to make lending decisions, along with other sources of information, for example your bank account statements.

Repeat Use Overdrafts

If you are regularly using your overdraft at the minute, we may reach out to you to make sure that your bank account still meets your needs. Repeat usage of your overdraft may mean you are paying recurring costs each month, which may mean it is harder to pay back your overdraft over time. To understand the costs you may currently be paying, please visit our online Cost Calculator.

If you feel that you need to speak to someone about your overdraft usage, please contact us as soon as possible and we will consider a range of options to support you based on your individual circumstances.

Other things to consider

It is important that you keep to the payment plan we agree with you, or tell us if there is a change in your circumstances which may affect the arrangement. If you do not make the agreed payments, we might have to resort to legal action to get back any money you owe us. This could include taking legal action to repossess your property.

Check whether you can get any state benefits or tax credits which could help to increase your income.

If you have a payment protection or income protection policy you should check whether it would help with your payments.

Talk to a professional adviser, such as a debt counsellor or a lawyer, before you commit to any repayment plan so that you understand what you are agreeing to. We strongly advise that you seek independent, free, debt advice.

Costs and Expenses

If you are in arrears, we may charge you for reasonable costs and expenses. Please see our Fees and Service Charges Explained leaflet for further details.

How to complain

We are committed to providing a high standard of customer service. If you are not satisfied with any part of our service, we have procedures in place to deal with your concerns effectively and in the correct way. However if, having followed our published complaint procedures, you disagree with the final decision we have made, you can refer the matter to the Financial Ombudsman Service. Details are available from us on request or from www.financial-ombudsman.org.ukExternal link icon.

Contact us

It is important that you contact us as early as possible and remain in touch to give us the best opportunity to help you. We operate a dedicated phone line for customers in financial difficulty: 0800 633 5783 (or +4428 90049561 from outside the UK). Advise us as soon as possible if you move to a new address.

You may also contact us using links below:

Other Useful contacts

UK Finance
UK finance have produced a dealing with debt leaflet.

Dealing with Debt

 

Advice Lines
AdviceUK is a network of advice-providing organisations, gathered together to enable you to find the right one. Telephone 020 7407 4070, or visit www.adviceuk.org.uk External link icon.

Step Change Debt Charity
Step Change Debt Charity is a registered charity offering free, confidential advice and support to anyone who is worried about debt. Call free on 0800 138 1111, or visit www.stepchange.orgExternal link icon

Payplan
Payplan is funded through donations from the credit industry, but remains impartial and deals with all creditors. Call free on 0800 280 2816, or visit www.payplan.com External link icon

 

AdviceNI
Advice NI, a registered charity, exists to provide leadership and services to organisations, to ensure accessible advice services across Northern Ireland, and to deliver a range of advice services to the public including Debt and Money, Tax and Benefits, and Business Debt. Visit AdviceNI External link icon, or:

Mortgage Difficulties
Housing Rights Service (HRS) - NIE advice document for those experiencing difficulties with mortgage payments. HRS Mortgage Booklet

The National Debtline
This is a national telephone helpline for people struggling with debt. National Debtline can also send you a free debt advice pack, with guidance on completing a personal budget to legal questions connected with debt. Call National Debtline on 0808 808 4000, 9am to 8pm Monday to Friday and 9.30am to 1pm Saturday or go to the national debtline External link icon website.

Financial Conduct Authority This organisation along with the Prudential Regulation Authority regulates the financial services industry in the UK. It can offer impartial information to all consumers.

Visit the Financial Conduct Authority website External link icon or try their Consumer Helpline on 0800 1116768, between 8am and 6pm, Monday to Friday (except public holidays) and 9am to 1pm Saturday or Text reply (18001) 0207 066 1000.

Money Advice Service
The Money Advice Service External link icon have a range of leaflets to give impartial information about financial products.

They can also be contacted on 0800 138 1677 between 8am and 6pm Monday to Friday (excluding Bank Holidays), or on Typetalk 18001 0800 915 4622.

Call charges may vary. Please refer to your service provider.