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Coronavirus

We are here to help and support you.

Coronavirus is causing concern to customers during this uncertain period and is impacting on many people’s daily lives.

We are open for business, ready to support our customers and you can continue to contact us in the usual way.

During this difficult time, it’s important to stress we understand and appreciate the impact coronavirus may have on our customers’ finances.

We have a full range of tools available to support customers experiencing financial difficulty and our key focus is always to support people and businesses through periods of financial stress.

We always encourage customers who are experiencing difficulties to contact us as soon as possible so that we can discuss the support that is available to them.

We continue to review the situation so we can provide the most appropriate support to our customers, partners and employees.

If you want to find out more about payment holidays, please read our FAQ’s

I am a second charge mortgage customer
Will you offer payment holidays?

Yes, Idem Servicing is committed to supporting its customers and implementing the Government’s request to offer three-month payment holidays. If Coronavirus has impacted you, please email us at assistme@idemservicing.co.uk, quoting your account number and contact details, and a member of the team will be in touch. 

To find out more about payment holidays, take a look here

How can I manage my account or stay in contact with you?   

All our usual communication channels remain open. You can call us on 0345 149 7751 or email us at assistme@idemservicing.co.uk with any queries you may have. 

I am struggling financially, what can I do?  

We understand our customers may be impacted during this period and we have a full range of tools available to support those experiencing financial difficulty. Our key focus is always to support you through periods of financial stress. We encourage customers who think that they may have financial difficulties, to contact us as soon as possible so that we can discuss the support that is available. 

I am an unsecured customer
What is a concessionary payment holiday? 

A concessionary payment holiday gives you a break from making any monthly payments for a set amount of time, in this case up to three months. However, it’s important to remember that you still owe that money and once the concessionary payment holiday ends, we will need to agree an affordable arrangement for your ongoing payments.

Am I eligible for a concessionary payment holiday? 

Yes, all our customers are eligible for a concessionary payment holiday, regardless of whether your account is up to date or in arrears.

However, if you are currently in arrears, we encourage you to get in touch with us on 0800 375 797 to discuss all the options available and agree the best solution for you.

Is a payment holiday the best solution for you?

We are committed to helping customers find the best option to suit their needs, so although all customers may be eligible for a concessionary payment holiday, this may not always be the most suitable approach and may not be required by all customers. Therefore, we will speak with you to find out how we can best support you.

How can I apply for a concessionary payment holiday with you? 

If coronavirus has impacted you, please email us at assistme@idemservicing.co.uk, quoting your account number and contact details, and a member of the team will be in touch with you.

If I take a concessionary payment holiday, what will happen to my credit file?

Your credit file will not be impacted by your payment holiday as we will not report your deferred payments to credit reference agencies during this time. This means there will be no adverse effect to your credit report.

What impact will a concessionary payment holiday have on my future monthly payments? 

Your future payment may have an impact as it’s important to remember that you still owe that money once the concessionary payment holiday has ended.

 

We will contact you during the concessionary payment holiday period to assess your circumstances and agree an affordable arrangement for ongoing payments.

What if my circumstances have not changed at the end of the concessionary payment holiday?  

Please contact us as soon as possible. We are here to help you throughout this difficult time and have a full range of tools available to support those experiencing financial difficulty.

If I request a concessionary payment holiday but no longer need it, what should I do? 

That’s no problem, we appreciate that during this time things can change quickly. Please call us on 0800 375 797 or email us at assistme@idemservicing.co.uk if you’d like to cancel your concessionary payment holiday.

Will you extend my concessionary payment holiday?

Yes. We are happy to consider an extension to your payment holiday if you are still experiencing financial difficulties as a result of the coronavirus pandemic.​

Please call us on 0800 375 797 or email assistme@idemservicing.co.uk to discuss this so we can make sure this is the right solution for you.

For further guidance on the support available during the coronavirus pandemic: ​

Money Advice Service Coronavirus Support Page visit www.moneyadviceservice.org.uk/en/articles/mortgage-payment-holidays.​

FCA information page on dealing with financial difficulties during the coronavirus pandemic www.fca.org.uk/publications/finalised-guidance/information-consumers-financial-difficulties-coronavirus.

What further help and advice is available?

For further guidance on the support available during the coronavirus pandemic:

Money Advice Service Coronavirus Support Page visit www.moneyadviceservice.org.uk/en/articles/mortgage-payment-holidays.​

FCA information page on Dealing with financial difficulties during the coronavirus pandemic www.fca.org.uk/publications/finalised-guidance/information-consumers-financial-difficulties-coronavirus.

Here are some organisations you can contact for free, confidential and impartial debt advice.​

Money Advice Service: For free, easy-to-use money tools, information and advice, visit www.moneyadviceservice.org.uk. You can also phone 0800 138 7777 to speak to a money expert, use typetalk at 18001 0800 915 4622, or add +44 7701 342744 to your WhatsApp to send a message.​​

Citizens Advice: For advice and information on debt and other topics, contact your local Citizens Advice or go to www.citizensadvice.org.uk.​

AdviceUK: Member centres offer debt advice including specialist advice for minority communities and people with disabilities. Visit www.adviceuk.org.uk.​

Christians Against Poverty (CAP): For free debt advice. Check postcode coverage at www.capuk.org then call 0800 328 0006.​

National Debtline: If you live in England, Wales or Scotland phone 0808 808 4000 or visit www.nationaldebtline.org for debt advice and information.​

StepChange Debt Charity: For free debt advice throughout the UK phone 0800 138 1111 or visit www.stepchange.org​

Money Advice Scotland: If you live in Scotland, visit www.moneyadvicescotland.org.uk where you can use webchat to speak to an adviser, or email webchat@moneyadvicescotland.org.uk.​

Citizens Advice Scotland: For advice and information on debt and other topics, contact your local Citizens Advice Bureau, go to www.cas.org.uk, or call the Helpline on 0800 028 1456.​

Advice NI: If you live in Northern Ireland, phone 0800 028 1881, email /debt@adviceni.net or visit www.adviceni.net

Citizens Advice Wales: If you live in Wales, visit www.citizensadvice.org.uk/wales, or you can call Advicelink on 03444 77 20 20 if you want to speak to someone about your debts. Calls cost the same as calls to landline numbers.​

Business Debtline: If you are self-employed or a small business owner, phone 0800 197 6026 or visit www.businessdebtline.org for debt advice and information.​

Getting in touch

Please visit our Contact Us section to find the relevant team who can support you. Where applicable, we suggest you contact us online, through secure message or via email in the first instance, particularly if it for basic account enquiries or for day-to-day account administration.

If you are experiencing financial difficulties, please visit our Need Financial Help? section

Protect yourself from fraud

Be aware that some criminals are using coronavirus to trick people into sharing personal or financial information via phishing emails.

Always double check any contact using trusted sources and remain vigilant.

Where can I find the latest medical advice about Coronavirus?

Idem Servicing is a trading style of Paragon Finance PLC which is authorised and regulated by the Financial Conduct Authority.
Registered office 51 Homer Road Solihull West Midlands B91 3QJ Registered number 01917566