Support

If you’re worried about making your mortgage payments now or in the future, there are ways we can help.

One of our Customer Support Consultants can work with you to help find a solution. We understand it can be daunting, but the sooner you get in touch with us, the better.

• Call us on 0800 612 9982 - between 9:30am and 5pm, Monday to Friday.
• Email us at customersupportteam@nemoloans.co.uk.
• Write to us at: Nemo Personal Finance Ltd, Principality House, The Friary, Cardiff, CF10 3FA.

Our Customer Support Consultants can provide you with support, but they're not financial advisors. There are a number of organisations you can seek free and independent advice from, such as:

• StepChange - Offers a structured programme of advice on how to manage your money.
• Money Helper - Free and impartial help with money, backed by the government.
• Citizens Advice - Look on the Citizens Advice website for the telephone number of your local bureau.

Getting the right support

Whatever the reason for your financial difficulty, we’re here to help.

The support we may be able to offer is based on your circumstances. Completing a budget planner will help us provide you with the best support options for you to choose from

• You should complete a budget planner before getting in touch with us, so that we can provide you with the best support options based on your circumstances. If you prefer, one of our Customer Support Consultants can complete this with you over the phone.
• You can complete our budget planner, or supply us with one you may have completed with another organisation or have completed yourself.
• The completed budget planner can be sent to our email address below, posted to us, or you can call us to provide the figures over the telephone.

Ways we may be able to help you

We might be able to support you by:

Your mortgage balance won't decrease and interest will still be charged. When the payment deferral ends, your monthly payment will increase to make sure you still finish your mortgage on time.

This will lower your monthly payments but your mortgage balance won't decrease during that time. When the temporary interest only period ends and your account is changed back to repayment, your new payments will be higher than they previously were.

This could reduce your payments for the agreed period of time. This approach would allow you to continue to pay both the interest and capital of your mortgage, but with lower monthly payments. When this ends, your monthly payment could increase, as you'll have less time to pay it back.

If you've missed payments that you're now able to pay, we could come to an arrangement. You’d pay your normal monthly payment, plus an additional amount towards the missed payments every month.

Everyone's circumstances are different and not every option will be suitable for you. We'll always let you know what impact each option will have including how your payments may change after the support ends.

For some solutions, you'll need to meet our criteria. And, whiles we can offer solutions, we cannot provide you with independent advice of your mortgage and your finances.