If you pay the agreed charges for 6 months, we will pay off half of your arrears. If you then pay for a further 6 months, we will pay off the remaining balance of your arrears.
Please complete this Customer Assistance Fund form. Once submitted our team will contact you within 10 working days to provide an outcome, and to set up your agreed payment plan. We must speak to you in order to accept you on to the Customer Assistance Fund. If we cannot speak to you, we will send our contact details to you, to allow you to contact us and progress with the application. It is important you do this in order for this to be applied to your account.
Please be aware that acceptance onto the Customer Assistance Fund (CAF) scheme does not automatically prevent late payment markers on your credit file. Even though you are receiving support, as your account remains in arrears and the overall balance is still overdue, we are obliged to continue reporting payments as late to the credit agencies. This means that, despite being on the scheme, your credit report may still reflect overdue payments until the outstanding balance is fully resolved, or you have completed the customer assistance scheme.
This support is here to help you through tough times, but credit agencies might record your participation as a special payment agreement, which can impact your credit score.
This form is also available in Welsh.
