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. 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.
What will happen if you are unable to contact me?
We aim to contact you and will endeavour to do so.
If you do not contact us then we will be unable to help you to manage your account and we would need to consider a different solution to achieve the same outcome. This could lead to us instructing third parties to contact you. 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 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 representative. What should I do?
We partner with a number of authorised representatives.
If you are working with a 3rd party representative then please give them a copy of our letters and they can call us with your reference number. 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 returning a signed copy of our 3rd party authorisation form to our PO BOX address. Authority Form.
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.