your finances

Things to know about Persistent Debt

What is Persistent Debt and how is it affecting me?

If you've only been making small repayments on your Credit Card or Storecard over the last 18 months you may have paid more in interest, fees or charges than towards paying off the amount you have borrowed on the Card. Under new rules, issued by the Financial Conduct Authority (FCA) this means that your account may be classed as being in 'Persistent Debt' and our aim is to help you avoid long term debt and also keep money in your pocket.

How would I know if I was in Persistent Debt?

If your account was deemed as being in Persistent Debt you may have received a letter from us, advising you that increasing your monthly payments would help you reduce your debt, lowering the amount of interest you would pay and cutting the overall time it takes you to pay back your balance. We will continue to review your account to see how you're doing with trying to pay more off each month over the following 18 months.

What are my options?

By paying a bit more each month over a regular period, you may actually save money in the long run by reducing interest payments and pay off your balance sooner. You can use the Calculator below to work out a monthly amount that ultimately helps to bring your account out of Persistent Debt.

If you are concerned about your financial situation please contact us on 0371 376 9214 to speak to our Customer Support Team. You could also contact one of the organisations at the bottom of this page that offer free and confidential support and advice.

Ways to pay

Ways to pay

Click here to find ways you can make a payment to your card account.

Keep on top your finances

Keep on top your finances

Our 'My Account' service keeps you firmly in control wherever you are. Check balances, view statements online or set up a new Direct Debit payment.

Keep on top your finances

Contact us

To discuss your account please contact us on 0371 376 9214.

Persistent Debt - Frequently Asked Questions

New rules issued by the Financial Conduct Authority (FCA) aim to help Credit Card and Storecard customers avoid long term debt. You've been making small repayments over the last 18 months or longer which means you may have paid more in interest, fees and charges on your Credit Card or Storecard than towards paying back what you initially borrowed. Your account is therefore in Persistent Debt.

If you have been making minimum payments as per your Credit Card and / or Storecard agreement, you have not done anything wrong. Following the new rules introduced by the Financial Conduct Authority (FCA), we are required to let customers know when their account is or showing signs of being in Persistent Debt, the impact of this, what could happen to their card and how their situation can be improved.

These rules were created by the organisation that regulates the Financial Services Industry, the Financial Conduct Authority (FCA).

Increasing your monthly repayments will ultimately help you save money as you will pay less in interest, fees and charges. You will also reduce the balance you owe more quickly and help you reduce your debt. Finally, you will eliminate the risk of your card being suspended and credit score affected if you are unable to repay the debt over a specified timescale.

It's always advisable to carefully consider how much you can afford. Paying just a little bit more each month, or making a one off payment can make a positive difference. To calculate how long it will take you to pay off what you owe and how much interest you can save, you can use our Repayment Calculator above.

As a responsible lender we are committed to helping our customers make informed decisions. If you can't increase your monthly payments or have concerns about your level of borrowing you may want to speak to our Customer Support Team to discuss your spending and repayment situation. We're also advising you that if you don't increase your monthly payments, we may act further by suspending your card to protect you from further debt, which may have an adverse impact on your credit record.

Making just the minimum payments can affect your credit score over time. Your payment behaviour, for example if you fail to make payments can help other lenders decide whether to lend money to you or not. However, there's no direct link between your credit score and your account being in Persistent Debt.

No, we aren't asking you to pay off your balance straightaway. You just need to pay more of the amount you've borrowed compared to the amount of interest, fees and charges incurred. You could also set up a Direct Debit for an amount above your minimum payment or a text alert to help you manage any spending.

Our Customer Support Team may be able to help you look at your spending and repayment situation. Alternatively you may wish to contact one of the organisations below who offer free and confidential support and advice. If you need help budgeting, there are free tools available online, for example at

Other organisations or charities that could help you

Advice UK



0300 777 0107

Citizens' Advice Bureau

Citizens' Advice Scotland



0131 550 1000

Money Advice Scotland


0141 572 0237

Money Advice Trust

National Debtline


0800 808 4000




0800 280 2816

StepChange Debt Charity



0800 138 1111