Honestly absolutely shocking, just avoid. Every month my direct debit comes out for a £14 payment, it’s then reversed so it looks like it hasn’t been paid and I’m charged £30 for a late payment and sent several letters threatening that it’ll all go on my credit file. Spoke to customer service, was assured that it wouldn’t happen again and guess what? Same thing happens this month. A £30 late payment fee because it’s gone down as a missed payment when the direct debit has been reversed. Honestly just stay away from them for the sake of your credit score and sanity.