If something unexpected has meant you’re in need of Financial Assistance, we want to help. Our team has helped many customers just like you who are having difficulty keeping up with their Genoapay repayments, so don’t be put off – it’s never too early or late to speak with us.
We’ll either come up with a manageable way for you to handle your repayments, or we’ll direct you to external support services who may be able to assist.
How do I apply for Financial Assistance?
For the quickest experience, we recommend completing our online Financial assistance application. We’re also available over the phone. If you’d prefer to speak to someone, give us a call on 0800 436 625.
Completing your application.
We recommend that you allow about 10 minutes to complete your Financial assistance application. It’s not possible to save your progress and return later, so be sure to have some time to spare before you begin.
It’s a good idea to have the information handy before you start your application, including information about:
- The account you need help with - account type, account number, and any additional account holder details.
- Your current situation – your employment status, reasons why you’re applying, etc.
- In some cases, we’ll also ask for information about your income and expenses.
If this is not the first time you’re requesting Financial assistance with us, we’ll be asking for more information this time around and it may take longer than your first application did. We know that may be frustrating, but we need a thorough understanding of your current circumstances, including income and expenses, so we can consider the right kind of help to get you back on track.
How long it will take us to get back to you?
Once we’ve received your application, we'll let you know if we need more information. Otherwise, we’ll get back to you within 3-4 business days. If further information is required, however, please allow up to 20 business days for an outcome.
While your Financial assistance application is pending, you still need to make your contractual weekly repayments on your account(s). If your financial situation changes in any way whilst you are waiting on an outcome, get in touch with us immediately on 0800 436 625 to let us know.
Your application outcome.
We’ll let you know if your application has been approved and create an action plan (also known as an arrangement) to help you get back on track. We’ll also send you the details of your Financial assistance arrangement and we’ll keep in touch along the way.
If your Financial assistance application is declined, we’ll let you know why and provide information on other support options for you to consider.
Want to know more? Click here to view our other articles about Financial Assistance.
Need financial advice?
If you’re worried about your finances, you can get free and confidential advice from an independent service such as MoneyTalks. They offer over-the-phone budgeting support, or they can put you in touch with a local Financial Mentor for face-to-face help.