Can Lowell support me during Coronavirus?

As always, we’re here to support our customers, especially during this difficult time. Find out how we can help you with your debt with extra time, more flexibility and additional support.

We understand that these are uncertain times, and if you’re feeling frustrated or worried about how Coronavirus might affect your account with Lowell, we’re here to reassure you. We’re flexible, understanding and will always support you if the unexpected happens.

If you’re struggling or feeling concerned about your debt during this second lockdown, or at any time, please speak to us and find out how we can help. We’re here for you but can only help if you tell us what’s going on. Our friendly team are trained to be considerate of your situation and won’t ever judge you.

Our promises to you

To reassure you of our support, we’ve made a set of promises to our customers during these difficult times, so that you know you have flexibility and plenty of options with managing your account.

We can give you more time if you need it

If you’ve been impacted by Coronavirus, we can give you extra time and space. We care about our customers’ wellbeing, so if you feel that you can’t make a payment right now, let us know and we can put your account(s) on hold. Your balance won’t increase while it’s on hold, so you can get yourself sorted and take the time you need.

We won’t add fees, interest, or charges

As always, if you work with us to manage your account, we don’t charge interest or fees. When you’re working with Lowell, every penny you pay goes right towards settling your debt and helping you to become debt-free.

We can offer extra flexibility with payments

If you’ve been impacted by Coronavirus, we can discuss pausing your payment plan or changing your payments. If you have concerns about money or about being able to make payments, our helpful team are here to talk to you about your options without judgement.

You won’t have to worry about legal proceedings

As long as you’re working with us to make payments, we’ll never issue legal proceedings. If you’ve been impacted by Coronavirus, please let us know. Even if you can’t make a payment, as long as you’ve told us that you’re having difficulties, we can help to work out a solution that’s right for you.

Our team are here to help

We’re here to help you, and our friendly and supportive team are here to talk if you have any concerns. We’ll make sure that there’s always a way for you to contact us if you need us. Our phone lines are sometimes really busy at the moment, but we promise we’ll always answer as soon as we can. Remember, if you need to view your account or check your balance, you can do this online at any time.

We can help you to find independent guidance

We’ll make sure you get the help and support you need. If you’re struggling, or if you feel you need extra guidance, we can recommend free independent charities and debt advice organisationswho can offer you help and advice.

For practical help with budgeting you can also use our helpful and free budget calculator to work out how much you can afford to repay on your payment plan.

If you’re feeling worried, there’s help available

We understand that these uncertain times can be worrying or stressful and that being in a second lockdown is frustrating. While it’s easy to say don’t worry, it’s really important to look after your mental health. If you feel that your mental health is suffering, there are organisations that can help with advice and support.

If you’re seeking support from one of these charities, we’ll always work with you to help where we can and will always take the time to listen and understand.


Samaritans are there to support anyone who’s going through a difficult time. You can call them for free 24/7 at any time of the day or night on 116 123 and speak to someone who’ll listen without judging or telling you what to do. If you’d prefer not to speak on the phone you can also email them and they’ll reply within 24 hours.


Mind is a mental health charity who can help you to find the support you need. Their website has lots of great resources if you’re having a hard time, including a Coronavirus information hub. You can also call their info line on 0300 123 3393 to get information and help.

Our priority at Lowell will always be supporting our customers and working together to find the right solution for you. We’re here to help you, so we’ll always take the time to understand your situation and help however we can. If you need support please get in touch and we’ll work together to get through these challenging times.


By Neil Costello on 25 November 2020

Need extra support?

There are lots of independent organisations that can offer free help and advice on debt and financial matters. Find out more about these organisations and how you can get it touch.

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