At the moment, Ascent is operating as normal – however this may change as the situation across the UK develops. We’ll keep this page updated if coronavirus is likely to have any impact on our service to you.

If coronavirus is impacting you personally and you need to speak to us, please call our Customer Contact team on 0345 604 0860 between 8.30am and 5.00pm, Monday to Friday.

Further information and support can be found at –

https://www.fca.org.uk/consumers/mortgages-coronavirus-consumers

https://www.fca.org.uk/consumers/coronavirus-information-personal-loans-credit-cards-overdrafts

https://www.nhs.uk/conditions/coronavirus-covid-19   

Our Customer Commitments

At Ascent, our commitment to doing the right thing for customers is central to our business. Our company vision, which drives our culture and practices, is: “Leading the way by doing the right thing for customers, always” and we believe that’s more important now than ever.

That’s why we’ve outlined a list of commitments, designed to help customers with existing debt and also those experiencing financial difficulties caused by COVID-19.

Our commitments are:

Breathing Space – we are absolutely committed to helping customers overcome their financial difficulties wherever we can by applying breathing space where appropriate, and will look at each case individually, taking on board each customer’s own circumstances.

Additional payment flexibility – We will look at each case individually and be as flexible as possible. Anyone whose financial situation has been impacted by COVID-19 should contact us as soon as possible to discuss amending plans.

Maintain customer support – We have invested in technology to allow us to cope with the operational challenges posed by COVID-19, and are pleased to say that will continue to be available for customers when they need to contact us, either by phone or online. 

Increased signposting guidance – We have recently updated our customer website to include a range of user-friendly, relatable customer case studies, which include signposting to a wide range of organisations and charities, tailored to each circumstance. You can visit our case studies section at https://www.ascent.co.uk/case-studies/ 

Online updates – Thanks to our investment in technology, Ascent is operating as normal – however this may change as the situation across the UK develops. If there are any changes to how we are operating, we’ll keep you updated on this page.

Please note that the Payment Holiday Scheme has been extended until March 2021 but may have limited eligibility. Please therefore contact us if you need to discuss your account or a payment holiday so we can assess your case. Further information on options is detailed below.

Payment Holiday History Eligibility Criteria
Customers who have not yet had a payment deferral. Eligible for payment deferrals of 6 months in total.
Customers who currently have a payment deferral. Eligible to top up to 6 months deferral in total.
Customers who have previously
had payment deferrals of less than 6 months.
Eligible to top up (as long as your deferrals don’t exceed 6 months). This includes customers receiving tailored support and those who are behind on payments.
Customers who have already had 6 months of payment deferrals. Not eligible for a further payment deferral. Instead, Ascent will provide tailored support appropriate to your circumstances. This may include the option to defer further payments.