How will you contact me?
We will have your personal customer details and will write to you and telephone you. At each stage we want to talk to you and find a solution. If we call you please be confident to answer the phone, and let us have the opportunity to talk to you about your account. If it is not convenient then you can book a time that is. Alternatively follow the links on our Get In Touch page.
The balance on my letter isn't correct. What should I do?
Your previous lender has passed on their closing balance to us. This will be our starting balance and any payment history will be shown on your account. If you believe any part of your balance is not correct then you need to tell us immediately. This balance could be reported on your credit file so it is important that we work with you to get the correct balance.
What will happen if you are unable to contact me?
We aim to talk to you and will try hard to do that.
If you do not contact us then we will not be able to help you manage your account and we would need to consider a different solution to achieve the same outcome. The future path could lead to us instructing third parties to contact you, and even in some situations, where it is needed we will consider appropriate legal action to recover the outstanding balance. It is always advisable to talk to us early and find a solution that suits you.
What if I don't think I can pay this balance?
Many of our customers are not in a position to pay their account at this time. It is important that you still contact us so we can understand this and we can offer solutions and free money advice to help our customers.
I am receiving calls from you. Why?
If you are receiving calls from us, it’s because we’re trying to contact you about an account you have with us. It may be an account that we have recently purchased or it may be time to review your account. There may be other reasons, so please do answer the phone when we call or contact us via our Get In Touch page.
My account is being managed by a Debt Management Company. What should I do?
We partner with many Debt Management Companies and highly recommend the charitable organisation StepChange Debt Charity (http://www.stepchange.org/).
If you are working with a Debt Management Company then please give them a copy of our letters and call us with their reference number. We will put your account on hold whilst we wait for them to contact us and we can simply arrange for them to redirect your payments to your account.
I would like to nominate a third party to deal with you on my behalf. What do I need to do?
If you would like to nominate an individual or an organisation to be able to discuss your account with us on your behalf, then we are more than happy to do this.
You can do this over the phone or by completing our Authority Form.
Please note that for protection of your personal data we are required to obtain some information from you regarding your nominated third party, which may include some or all of the following: name, address, relationship, telephone number, email address.
I have received a letter. What should I do next?
The first step to take is to talk to our helpful and fully trained Customer Consultants. We can discuss the best way forward for you and tailor a solution to help your situation. Simply Get In Touch.