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Our response to COVID-19

We are in unprecedented times. The COVID-19 pandemic is challenging so many of the things that we take for granted – the health of our loved ones, our way of life and our financial security. Oodle is committed to supporting our colleagues and customers through these troubling times, and below are just a few of the things we are doing as a business to support everyone through this.

How we’re supporting you:

  • We have worked tirelessly to transform our business into one whose focus is to support our existing customers
  • We have moved all our non-operational employees and the teams that were working on new business to join our Customer Support Team to help deal with customer enquiries. For most, this isn’t part of their normal employment role within Oodle, but they are committed to help and support you
  • Our more experienced Customer Service staff have been moved to a COVID-19 Crisis Team who are focused on assisting, supporting and resolving COVID-19 enquiries that have been submitted through our COVID-19 Form
Maisey dog

How we’re keeping our own people safe

We are proud of our team in Oodle and how they are responding to serve and support our customers. Keeping them safe in these times has been a key priority to us.

  • All of our offices have been closed since the start of March in order to minimize the spread of the virus into one whose focus is to support our existing customers
  • All staff are fully equipped to work from home to enable them to continue to serve our customers
  • Mental Health and Wellbeing are always a key focus for us at Oodle, and these unprecedented times is no exception. We have ensured that all staff have ongoing support throughout this period despite being home based

Help us to help you

Even with all these measures in place, the increase in demand from our customers has meant that we need to work in different ways if we are to support all our customers and ensure we prioritise those most in need of help. We have therefore introduced various measures in order for us to help you as quickly as possible.

This material and information is for general information purposes only. The views and opinions expressed here are those of the author based on the information that has been made available to the author to date. These views are subject to change based on new information and guidance that may be issued. You should not rely upon this material or information as a basis for making any personal, business, legal or other decision, and we strongly advise that any decisions made by you are based on your own views, and that independent/expert advice is sought where necessary.

1. We know for some customers the financial impact of Covid-19 is a key concern for them

There are a number of support packages and advice available from the UK government but we appreciate that this can sometimes be hard to understand and navigate; it can be confusing and overwhelming. We have pulled together all the key support packages to save you time and, in a bid, to keep things simple and easy to digest. We would encourage these to be read before contacting us as additional support through one of these schemes maybe available to you.

2. COVID FAQ’s

Our COVID FAQ section features the most frequently asked questions that have been coming in through our call centres and provided the information many of you are asking for in an FAQ section that can be found here. Please refer to these before calling as to minimise call wait times and help us to prioritise those most needing our help.

3. Further assistance

If you do require financial assistance, then please ensure that you have completed our COVID-19 form. We are treating all situations on a case by case basis and require all information beforehand to ensure we can make an informed decision as to what support we are able to offer. Our designated COVID Task Force will then respond directly and be able to assist with any concerns you may have.

4. Live chat facility

Lastly, if you wish to reinstate your direct debit, request a settlement figure or change your details, please use the new ‘Chat with us’ feature (aka GeorgeBot). Please be patient with him, he’s still learning.

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