Contacting Lowell

There are lots of ways you can get in touch. You could give us a call or if you’d prefer to handle things yourself, you can manage your account online.

If you call us from a landline you’ll be charged at your local rate. If you call from a mobile, the charges will vary depending on your network provider. Remember, you can also manage your account online for free.

Our operating hours have recently changed. For the latest updates on our opening times, please continue to check this page. Or, you can manage your account online, on any day or time that works for you.

If we’re trying to get in touch with you, it'll be to tell you that we own your debt and to talk about the best way forward for you. You can register online to get more information about your account or get in touch if you’d like to speak to a member of the team.

We’ll ask you a couple of questions to confirm your identity. Then we’ll have a chat about your circumstances and help you find a solution that works for you. We’ll always take the time to understand your situation and we’ll never ask you to pay more than you can afford.

We’ll keep trying to get in touch with you by letter, email and phone. If we don’t receive a response after a certain amount of time, we may pass your account to one of our external solicitors. Just like we do; the solicitors will try to contact you. If you do not respond, they may take legal action which could result in fees, charges and interest being added to what you owe. It could also result in a County Court Judgement (CCJ) which may impact your credit score and could lead to action such as requesting that a bailiff visits you at your home.

We work with a number of trusted debt collection agencies. If we don’t receive a response from you for a certain amount of time, we might pass your account to one of these companies. They’ll get in touch and work with you to set an affordable payment plan on our behalf. For details of the company managing your account, register or log in to our website.

We welcome any information you’re happy to share that helps us understand your circumstances. Our team are trained to listen and take the time to understand your situation. They’ll be patient and empathetic while helping you find a solution that’s right for you.

If you ever get a call from Lowell that you think isn’t really us, always hang up and call us directly to let us know. For further information, read our tips on what to do if you receive a suspicious call or you think you’ve been a victim of a scam.

We’re currently refreshing the look of all our letters and emails. This process is happening over a few months, so not everything will change at once. If you’re concerned, give us a call on 0333 556 5550.

If you’re not expecting a call from us, you might wonder why we’re getting in touch. Lowell Portfolio I Ltd purchase debt and pass it on to us at Lowell Financial Ltd to manage. 

Lowell Portfolio I Ltd is a specialist debt purchaser – if we’ve purchased your debt from another creditor, you’ll always be sent a ‘goodbye’ letter from the company that originally owned your debt. You’ll also receive a ‘hello’ or ‘notice of assignment’ (NOA) letter from us. 

This letter will explain that your debt is now owned by Lowell Portfolio I Ltd and set out the next steps. This usually includes details on getting in touch with us to set up an affordable payment plan that fits your budget and situation. 

If we don’t hear from you, you might receive a call from Lowell. It’s worth noting that this won’t happen until the ‘notice of assignment’ or ‘NOA’ letter has been sent to you. 

We know that sometimes you might not have seen the letters we’ve sent, and that a phone call from Lowell might make you feel surprised or suspicious. 

Sometimes you might not realise that you had any outstanding debts, or you might believe that the debt you’re being contacted about doesn’t belong to you. We’ve got a guide on how to recognise if a debt is yours, which includes more information on liability, how to find any outstanding debts in your name, and what to do if you don’t believe you are liable. 

If we don’t hear back from you then we will continue to try get in touch. This is so that we can discuss the next steps as well as helping you to find a way to work together. 

It’s important not to ignore your debt as it could lead to more serious consequences - our guide on what happens if I ignore a debt company talks about this in more detail. 

It’s worth noting that there may be rare cases where the debt has been settled between the time of being sold to us and loaded onto our systems. If this is the case, the NOA you receive will confirm that the account has been settled and that there’s nothing more to do.

When you receive a call from Lowell, we’ll always do a security check.

To do this, we use the information we have on file – this is the same information we use to send the NOA letter to you. We won’t ask you for any personal information other than what is needed to confirm we’re speaking to the right person. Some information we might ask you to confirm includes:

• Your name
• The reference number on your NOA letter (if you have it)
• Your address
• Your date of birth

If at any point you don’t feel comfortable disclosing information, you can hang up and call Lowell back directly on 0333 556 5552 to confirm that it’s definitely us you’re speaking to.

We understand that it can be scary if you think you’re receiving a scam call, and you can find more details on what to look out for and what to do over on our Be Fraud Aware page. 

After our security checks, the agent on the phone will explain who Lowell are, provide more information about your account, and let you know how we can work together in a way that’s sustainable to you. 

Our goal is to find the right outcome for you and your personal situation, so that we can help you to start becoming debt-free with Lowell. This might mean talking about your personal situation or helping you to use our budget calculator. 

If you’re really not in a position to be able to make payments, don’t worry - we can refer you to one of our free debt advice charity partners, like StepChange, who will be able to offer unbiased expert guidance that will help you take control of your situation. 

If you’re struggling with your finances, we understand that it can be difficult to talk about it, but our team are there to be considerate of your circumstances and find the best solution for you. To find out how we can work together, call Lowell for free Mon-Sat on 0333 556 5552. 

We know you might be hesitant to answer and wonder ‘who called me from this phone number’ if you recaeive a call that you don’t recognise.

Here at Lowell, there are various numbers that we might try to reach out on, and you might receive a call from someone in our team on any of the following numbers:

• 0333 556 5552
• 0333 556 5566
• 0333 556 5847
• 0333 556 5567
• 0333 556 5565
• 0333 556 5564
• 0333 556 5842
• 0333 556 5843
• 0333 556 5838
• 0333 556 5563
• 0333 556 5562
• 0333 556 5835
• 0333 556 5561
• 0333 556 5560
• 0333 556 5844
• 0333 556 5845
• 0333 556 5768

These numbers all belong to Lowell and we are probably getting in touch to speak to you about your account with Lowell.

We know that taking the first step to talk about your debt can be daunting. But if you’re worried about speaking to Lowell, it might help to know that Lowell staff are thoroughly trained in how to help you, and we pride ourselves on offering genuine support to our customers.

All of our call staff are trained to be considerate, patient, and kind, and they have regular refresher training. They’ll always take the time to listen to you and understand your situation.

Lowell can help you to figure out if you can afford to make a payment or set up a payment plan with your current budget.

If that's not possible, then they'll help you to explore different options that may be better suited to you or help you find the right support you need from other helpful organisations.

We will never ask you to pay more than you can afford. Even if you can’t pay anything right now, we can still offer help and support so please do get in touch.

Our team speak to lots of customers every day, so they have plenty of insight.

And remember, you don’t have to speak to us directly if you don’t want to – you can set up a repayment plan online through our easy-to-use payment portal.

We appreciate that it can be surprising if you’re not expecting a call from Lowell. But rest assured that our agents are trained to be understanding and will do all they can to help make the situation clear.

If you’re worried about how Lowell will work with you, check out our Next Steps guide, which explains exactly how we handle an account based on your individual circumstances.

You can also discover FAQs, more information on how we support our customers, and helpful guides on finance and debt-related topics in our Help and Support area.