We’re dedicated to offering the best possible service for our customers from simple account queries to supporting you with payment concerns. If for any reason we’re unable to help, our team can help direct you to organisations who offer further support, guidance and advice.

Opening hours

Our team are on hand from 9am – 6pm Monday to Friday. Just call 01603 801 911

Payment concerns

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

Help and 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

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.

Stepchange

Stepchange – The leading debt-support charity in the UK has over 25 years of experience helping and supporting people with their debt problems

National Debtline

National debtline – Free advice and resources to help and support those struggling with their debts.

Citizens Advice

Citizens Advice – A national charity offering help and advice to those struggling with financial, legal and consumer issues throughout the UK.

Money Helper

Money Helper – Provided by the government, Money Helper offers free and impartial guidance on money matters

Entitled To

Entitled to – A free benefits calculator which can help you work out what benefits you could be eligible for.

Gov Uk

Gov.uk - Those not eligible for Statutory Sick Pay or self-employed workers may be eligible to receive Employment Support Allowance.

Mind

Mind  – Advice and support for those dealing with mental health issues, as well as those supporting someone who is.

Samaritans

Samaritans – For those struggling to cope or those who have concerns about someone else’s welfare, the Samaritans offer 24/7 support by calling 116 123

Taking Action Addiction

Action on Addiction – Support for all kinds of addictions

Be Gamble Aware

GambleAware – Help and support for those dealing with a gambling addiction

Gam Care

GamCare -  Free and confidential advice for those struggling with gambling.

Womens Aid

Women’s aid & Refuge – Both charities offer support for all types of domestic abuse, including financial abuse.

Men's Advice Line

Men’s advice line – Offering support to men dealing with domestic abuse.

Galop

Galop - Help and support for LGBTQ+ people.

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.

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