If a customer falls behind on repayments, we will stop any further borrowing. The customer is made aware of this and they can see in their Zilch app that their available balance to split is £0. We will also contact the customer to see how we can help and offer the option of a personalised payment plan. The customer is also provided with helpful contacts for independent debt advice charities if they may need further support. Zilch does not currently make use of collection agencies or debt collectors.
Zilch also doesn’t allow repayments via credit card or balance transfer, which risks compounding the customer’s situation further.