Support Hub

Our support hub brings together FAQs in one easy-to-navigate place, along with short-form guides and helpful topics related to all things money.

Trustpilot

Payment concerns

If you have a change in circumstances which is causing you concerns about making your repayments, please get in touch with us as soon as you can.

01603 801 911

Help & support

We have a number of options available to you if you're struggling with your repayments and will work with you to find the best solution based on your individual circumstances.

Visit our online portal

Additional support

If you're experiencing life events which affect more than just your finances, we have a dedicated team on hand to assist you. You can contact this team by whichever method you feel most comfortable.

support@norwichtrust.co.uk

Our team are on hand from 9am - 6pm Monday to Friday. Just call 01603 801 911.

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Find Answers to Common Questions

FAQ Application Process Experian Affordability

Will applying for a loan affect my credit score?

We use a soft credit search when checking eligibility, which will not affect your credit score. If your loan is approved, the search will become a full application search.

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FAQ Application Process Budgeting

Do you charge fees for a homeowner loan?

Norwich Trust charges a £295 lender fee, but there are no upfront costs for making an application. The fee is added to the loan and included in your repayments.

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FAQ Experian Affordability Application Process

What is Experian's Affordability Passport?

Experian's Affordability Passport lets you securely share digital bank statements with regulated financial service providers so we can assess affordability.

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FAQ Application Process Support

Can I change my mind after applying?

Yes. You can change your mind before completion. On completion, our loans retain a 14-day right to withdraw.

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FAQ Debt Consolidation Budgeting

What can I use a debt consolidation loan for?

A debt consolidation loan can combine credit cards, personal loans, store cards, overdrafts and other unsecured debts into one monthly payment.

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FAQ Making a payment Support Existing Loan

What should I do if I am worried about a payment?

Please contact our customer support team as early as possible. We will listen to your circumstances and explain the support options available.

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FAQ Existing Loan

Can I request additional funds?

Existing customers who have made 12 consecutive on-time repayments may be eligible to request additional borrowing.

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FAQ Complaints Contact us

How do I make a complaint?

You can contact our complaints team by phone, email, post or through the online customer portal.

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FAQ Privacy Policy

How is my personal information used?

We use your information to assess applications, manage accounts and meet our legal obligations. Full details are in our privacy policy.

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Organisations that can help

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