Coronavirus (COVID-19)


We are open for business

West One remains fully operational and open for business. We are of course monitoring government guidance closely, and we have robust IT infrastructure in place that will allow us to adapt our working practices as required whilst supporting our clients as normal. We already have the majority of our staff working from home, and we will endeavour to maintain ordinary service levels and the normal operation of our business throughout these uncertain times.


Customers with payment difficulties

We appreciate that some customers may experience fluctuations in their income in the coming weeks and we are committed to working with our borrowers to find suitable solutions. If you are concerned that you may not be able to afford the repayments on your loan, please contact our servicing team on 0344 880 5360. We are working hard to answer calls in reasonable time, but please bear with us as we are experiencing a very high volume of calls.


Please note we have a range of forbearance measures at our disposal and we will endeavour to find an appropriate solution for your individual circumstances. In every case we will seek to discuss your specific case in detail, and establish to what level your affordability has been impacted, for how long this impact may last, and therefore what the most suitable solution may be. Please note, payment holidays may not be appropriate in all circumstances.


If your account was already in arrears prior to the coronavirus outbreak we will continue to work with you to find an acceptable solution.