Can’t pay 118 118 Money? What you can do
Behind with 118 118 Money, or about to be? Here is what 118 118 Money has to do when you are struggling, how to ask for help, and what happens if things go further.
Applies to: UK-wide
What to do now
- Contact 118 118 Money before a payment is missed.
- Ask for a lower payment and frozen interest, in writing.
- Get free advice if you have several debts.
About 118 118 Money
118 118 Money provides personal loans and credit cards.
118 118 Money appears on the FCA register (firm reference number 741774).
If you cannot pay 118 118 Money
Ask the lender to pause or reduce payments and freeze interest. If the lender takes payments with a continuous payment authority and they leave you short for essentials, you can cancel it with your bank, and then offer an affordable plan.
118 118 Money’s own help page for customers in financial difficulty: https://www.118118money.com/faqs/supporting-our-customers/.
FCA rules require lenders to treat customers in financial difficulty with forbearance and due consideration. That can mean reducing or suspending interest and charges, accepting lower payments for a period, or giving you time to get advice. Lenders do not have to agree to every request, but they must consider it.
What to do
- Contact 118 118 Money before you miss a payment if you can.
- Work out what you can afford with the budget calculator.
- Put your offer in writing — the Letter Builder writes it for you.
- Ask for a 30-day hold while you get free advice if you need it.
- Keep a note of every call in the contact log.
If it goes further
If arrears build up, expect a notice of sums in arrears, then a default notice giving at least 14 days to put things right. After a default the account may be passed or sold to a debt collector. See the full timeline or find the collector in the debt collectors A–Z.
Complaining to 118 118 Money
Complain to 118 118 Money first. Its complaints page: https://www.118118money.com/customer-complaint/. If you are not happy with its final response, or it has not replied within eight weeks, you can take the complaint to the free Financial Ombudsman Service — for example if the lender did not check you could afford the credit, or has not treated you fairly while you were struggling.
My Debt Cleared is not connected with 118 118 Money. We are an independent information site and cannot see or change your account.
Sources for this page
You never have to pay for debt advice. MoneyHelper (government-backed), StepChange, National Debtline and Citizens Advice all give free, confidential advice with no obligation.
Common questions
What happens if I can't pay 118 118 Money?
Missed payments will be reported to the credit reference agencies and charges may be added. If arrears continue, 118 118 Money will usually send a default notice and may pass the debt to a collector or take court action. Contacting it early usually leads to better options.
Will 118 118 Money freeze interest?
It may. Lenders must consider freezing or reducing interest and charges for customers in financial difficulty, but they do not have to agree. Ask in writing and include your budget.
How do I complain to 118 118 Money?
Complain to 118 118 Money first. If you are not happy with its final response, or it has not replied within eight weeks, you can go to the Financial Ombudsman Service, which is free.