Dealing with financial difficulty

If you're struggling with your money, we're here for you.

When you're having money troubles, it's not unusual to feel overwhelmed.

Sometimes financial difficulties creep up over time, while others can be triggered by a big life event or something beyond your control.

Whatever the reason, if you're worried about your finances, please know that you're not alone.

At first direct we're here to support you whatever way we can, with care, confidentiality and respect.

To help you to take control of your finances, we need to understand your current situation. As part of this you'll need to fill in an income and expenditure form.

You can do this online or over the phone with a member of our Financial Support Team. It should take no more than 10 to 15 minutes to complete, and it won't affect your credit score.

Using the information you give us, we can help you to build a personalised debt plan.

For more information, read our income and expenditure form FAQs

Still want to talk to someone?

For general money worries

At first direct we have a dedicated team to discuss common money worries. We call them our Money Coaches.

If you would like to speak to somebody in confidence about your money worries, or if you need a little extra help with creating a budget, they're on hand to chat with you.

To speak to a Money Coach, call us on 03 455 873 951. Lines are open from 9am-5pm Monday to Sunday.

Worried about missing a regular payment with us?

If you've missed a regular loan, credit card or mortgage repayment, or if you feel that you are at risk of missing one soon, it's important to get in touch with our Financial Support Team as early as possible. We can also offer overdraft support.

For loan, overdraft or credit card payments call 03 456 100 188.

For mortgage payments call 03 456 100 193.

Lines are open 8am-8pm Monday to Friday, 8am-6pm Saturday, and 9am-6pm Sunday.

Struggling to manage multiple debts?

If you're struggling to manage several debts at once, you can get free, impartial advice from our charity partners including Stepchange Opens an overlay [Will show a security message first] or National Debtline Opens an overlay [Will show a security message first]. They can help you to create a personal action plan to take back control of your debts.

While you're creating your plan, we may be able to offer you breathing space. This may be your best option if you've missed a payment with several banks or organisations other than first direct, or you're about to miss one.

If you have debts related to gambling and you'd like some help to take back control, we have a dedicated gambling support section filled with useful information.

This includes links to independent gambling support groups, and guidance on how to restrict gambling transactions and ATM withdrawals on your first direct card.

Independent support

We work with a number of independent groups who can provide free support and advice on a range of issues related to debt management and financial difficulty.

Independent money advice

You can reach out to the following organisations to access free money advice and find targeted support in your local area.

Citizens Advice Bureau Opens an overlay [Will show a security message first]

Support for managing debt

The following helpline services can offer support and guidance for managing debt and getting your finances back on track.

Support if you're self-employed

If you're self-employed and facing financial difficulty, we recommend reaching out to Business Debtline Opens an overlay [Will show a security message first].

Their advisers provide free, impartial, expert debt advice to small business owners and the self-employed across England, Wales and Scotland.

FAQs

What information will I need to complete an income and expenditure form?

To complete our income and expenditures form, you will need to provide the following information:

a summary of your income and outgoings, such as salary and household bills
if you have a joint mortgage or loan, you'll also need to fill in the partner section of the form
if you’re signed up to Open Banking, you can save time by choosing to have information from your bank statements and bills pre-populated. You can do this on your phone if you use Mobile Banking
if it's convenient to talk now or you need help filling in the form, you can chat with us in our App and via Online Banking. Just type "budgeting" to start the conversation.

Once you've started filling out the form, your progress won't be saved if you exit, so you must complete the form in one session.

What happens after I submit an income and expenditure form?

Once you’ve submitted the form, you'll get an automated email explaining the next steps. This may include tailored support online, or a call with a member of our team, who'll be able to use the information you've already provided to work out the best options for you.

Just so you know, some of the solutions we offer may impact your credit rating, but we’ll let you know if this is the case.

Will submitting an income and expenditure form affect my credit rating?

Submitting an income and expenditures form will not affect your credit score.

Based on the information provided, we will work to come up with personally tailored solutions. Some of these solutions may impact your credit rating, but we’ll let you know if this is the case.

Dealing with financial difficulty

Need some support?

Where to start