Frequently Asked Questions

Here are the questions we get asked most. Click on the arrow next to them for answers.

Why have I received a letter?

You have received a letter from us because your account has now been assigned to us for collection.

What should I do now?

There are details on the reverse of the letter we sent you of how to make payment/s to clear your arrears. Alternatively, log into your account or register on our website using the unique reference number and security code shown on the letter. You can register your online account and set up a repayment arrangement to clear the arrears you owe.

What happens if I ignore the letter?

If you don't set up a repayment arrangement with us your account will be passed to a debt recovery or enforcement agency. This agency will assign debt recovery or enforcement officers to visit your property and recover all the arrears you owe.

The debt recovery or enforcement agency may charge you fees for a repayment arrangement, collections and default notices, or fees for their debt recovery or enforcement officers visiting your property to recover the amounts you owe plus all the fees you have been charged.

I have no knowledge of this debt

If you are unaware that this account is still outstanding, please log into your account or register on this website using the unique reference number and security code shown on the letter we sent you, where you will be able to dispute the debt.

I have disputed this debt

If you have an outstanding dispute about this debt, please log into your account on our website where you can contact us about your dispute.

I have received a letter for someone who does not live at my address. What should I do?

Please provide us with proof of who currently lives at your address, the date the person named on the letter moved out and a forwarding address for them if you have one. Please send the information to our address, which is on the letter you received from us.

How can I repay my debt?

Details of how to pay your debt are on the reverse of the letter we sent you. These include:

• 24 hour payment line: Make payments by credit or debit card at any time by calling 0333 400 4848. (Calls are charged at normal landline rates; mobile charges may vary)

• Internet banking: Transfer payment direct to Lloyds Bank, sort code 30 84 43, account number 34165560. Quote the unique reference number on your letter as your payment reference to make sure that the money is allocated to your account.

• Online: Make payments by credit or debit card at any time by logging into your account or registering for an account on our website using the unique reference number and security code shown on your letter.

Can someone else make a payment for me?

No they can't. We can only take payment from a cardholder whose name and address is registered on our system. This is to protect your privacy and prevent credit card fraud.

What should I do if I can't afford to clear the account in full?

Don't worry if you can't pay the full amount you owe straight away. Please log into your account or activate your account with us by clicking on 'register' and use your unique reference and security code shown on the letter we have sent you. You can use our budget calculator to work out what you can afford to repay then simply set up your own manageable repayment plan. You don't speak to anyone and it's really easy.

What should I do if I have a payment plan and I can't afford payment this week?

If you're experiencing difficulties making your agreed repayment you should let us know immediately and we will do everything we can to help you. Log into your account using your unique reference and security code and tell us about your circumstances by either messaging us or live chatting with us. Some things we may be able to do, for example, are reduce the amount you are due to pay or suspend your payment until your next payment due date.

Who can I contact for independent debt advice?

All of the following organisations offer independent and confidential debt advice and information:

National Debtline
The Money Advice Service
StepChange
Citizens Advice

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