How we can help

If you are having trouble paying your loan we will always try to help you.

The information below explains how we will support you and the steps you can take to help yourself.

We will:
  • Contact you as soon as possible to discuss your problems.
  • Discuss all available options to see what is best for you.
  • Treat you fairly, listening to your individual circumstances.
  • Establish the extent of your financial difficulties. This may involve completing an income and expenditure statement with you.
  • Give you reasonable time to pay back the debt.
  • Inform you of free money advice services if you have debts with other providers.
What we can do:
  • Arrange a new payment plan with you and periodically review this to reflect your current circumstances. (Subject to assessment).
  • Change the way you make your payments, or the date you make them on.
  • In some cases allow you to pay your loan back over a longer period. (Subject to assessment)
  • Help you access free, independent and impartial advice

If we can make one of these arrangements with you, we’ll explain how it would work and give you time to consider it. If we cannot offer you any of these options, we will of course tell you why.

What you can do:
  • Tell us as soon as possible if you’re having problems repaying your loan or think that you might experience problems shortly. We want to help.
  • Seek free, independent and impartial advice. 
  • Take steps to understand how and when you spend money and develop a budget planner.
  • Make sure you keep any other people paying the loan, up to date with what is happening.
  • 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.
  • Check whether you can get any state benefits or tax credits which could help to increase your income.
  • If you have an insurance policy such as payment protection, check whether it would help with your payments.
  • Tell us if you move to a new address and provide us with an up to date telephone number to make it easier to contact you.
How to contact us

Call our dedicated team

If you would prefer to write to us to explain your situation, please ensure that you attach your NRAM account number with contact details and send this to:

NRAM Personal Loans
Selectpost 19
S97 3DG

If you would like a family member, friend or debt organisation to discuss an account on your behalf please send authorisation in writing to the above address to confirm that you allow this person(s) to discuss your account.

Costs and charges

If you fall in to arrears with your loan repayments, we may charge you. Please refer to the Tariff of Charges and the Tariff of Charges - Arrears and Possession fees for further details.

Legal proceedings

If we cannot reach an agreement on a solution to help you clear your arrears, we may have to commence legal proceedings. If court proceedings are issued, we strongly recommend that you seek immediate independent legal advice and attend any court proceedings.