Startline is committed to supporting those customers who have been affected by the coronavirus outbreak.
If you are having difficulty meeting your financial commitments with Startline as a consequence of the outbreak, please get in touch.
There are various options that we are able to offer, which may include payment deferrals, and we will work with you to understand your individual circumstances to arrive at the most appropriate solution.
We are experiencing a high level of demand on our team at present and our phone lines are very busy. Therefore, to allow Startline to prioritise its most vulnerable customers, we would be grateful if either your account is up to date or your enquiry is of a less urgent nature, that you consider contacting us at a later date.
You can also reach us through the contact form within the ‘Manage my Account’ section of this website and a member of our Customer Service team will respond shortly.
Alternatively, you can register online through our customer portal. Here, you can make a payment, change payment date, change contact details or request a settlement quotation.
Finally, the entire Startline team is now working from home and are committed to continuing our service provision to you. These are difficult times and please be assured that everyone at Startline is working together to maintain a high level of customer service.
If you need to get in touch with us, please call 0141 406 6622 or e-mail firstname.lastname@example.org.
The FCA have an information page ‘Dealing with financial difficulties during the coronavirus pandemic’. Visit https://www.fca.org.uk/consumers/dealing-financial-difficulties-coronavirus
The Money Advice Service also have a Navigator tool which provides advice and support specific to the coronavirus pandemic, visit: https://www.moneyadviceservice.org.uk/en/tools/money-navigator-tool
We encourage you to access the help that the you feel best suits your circumstances.
What is a payment deferral?
A payment deferral is a contract concession where we agree a temporary holiday to your monthly contractual payment for a period of time. It is extremely important that you are aware these payments are not being waived and will need to be repaid at a future date. We will contact you after the payment deferral has expired to discuss the most appropriate solution to repay all missed payments.
What is a payment reduction?
A payment reduction is a contractual concession where we agree to reduce your monthly contractual payment for a period of time. It is extremely important that you are aware the payment reduction is not being waived and will need to be repaid at a future date. We will contact you after the payment reduction has expired to discuss the most appropriate solution to repay any payment shortfall.
My payment deferral or payment reduction is coming to an end and I am still concerned about my finances, is any further assistance available?
Further support is available where appropriate and in your best interest. We are keen to offer further assistance if possible, however it is extremely important that you return to making your normal monthly contractual payment in a timely manner. Extending a payment concession period may not always be the most suitable outcome for you. We would encourage you to contact us to discuss your circumstances.
I am currently in arrears, can I request a payment deferral or reduced payment?
We will consider forbearance or support for any customers impacted by COVID-19 who may be facing financial hardship or find themselves in vulnerable situations and we will review each customer on an individual basis to reach a positive outcome. We are committed to helping you through this temporary situation and would ask that you contact us to discuss your current circumstances.
How will Startline assess my request for support?
We must ensure that any agreed payment concession is in your best interest. In order for Startline to reach a positive outcome, we need to understand your circumstances and, in order to do so, we will complete an Income and Expenditure assessment. This will be completed with minimal delay using our open banking solution, alternatively we may require bank statements.
Will a payment deferral or reduced payments affect my credit file?
We do not report these missed payments to credit reference agencies, in line with industry guidance. The credit reference agencies call this a payment freeze. Exiting the payment freeze does not mean that we will automatically start reporting your missed payments as arrears. It is important that you keep to the terms of the payment plan to prevent negative reporting to the credit reference agencies after the payment freeze. Whilst we have not been reporting your payment freeze as arrears, there are ways in which credit reference agencies will be able to tell you have had a payment freeze on this or other credit products, for example, they may be able to see there has been no movement on an account for a number of months.