Frequently Asked Questions

FAQs

We've provided answers to some Frequently Asked Questions below. If you can't find the answer you're looking for contact us. 

About Lowell Financial

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Lowell Financial Ltd is part of the Lowell Group which was established in 2004 and is widely acknowledged as one of the UK's leading investors in consumer debt. If your account is being handled by Lowell Financial, then you’re in safe hands as we’ve been market leaders for over ten years, working with customers to set up affordable repayment arrangements to clear their debts.

Every day we help thousands of people repay their accounts. In a 2014 survey our customers rated our service as ‘Exceptional’.*

 

  • - We will listen to you. We’ll work with you to find the right solution for your circumstances.
  • - We will engage with you, keep you informed and be fair, polite and courteous.
  • - We’ll be flexible to your circumstances and adapt our approach to meet your changing needs.
  • - We won’t add any interest and charges – every penny you pay helps clear your balance.
  • - We’ll protect your personal data.

 

*Independent Customer Experience Consultancy surveyed 2,000 Lowell customers in 2014. They rated our service as ‘Exceptional’ and ‘Three Stars’.

Lowell Portfolio I Ltd buys accounts from banks, mobile phone and internet suppliers and other companies that provide credit. We’re specialists at what we do and that’s why so many leading companies and trusted brands choose to sell accounts on to us to manage. You can find out more about the Lowell Group here

Lowell Solicitors Ltd is a specialist debt recovery law firm providing industry leading litigation-based consumer debt recovery services. You can find out more about Lowell Solicitors here.

Another company within the Lowell Group is Fredrickson International Ltd, who work with many of the same clients as Lowell Financial. You can find out more about Fredrickson here

My account and contact from Lowell

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Calls from a landline cost will be charged at a local rate.  Mobile phone charges vary by network provider. Contacting us through our website and email is free.

If we are trying to contact someone who does not live there, please let us know by calling 0333 556 550 or email us at support@lowellgroup.co.uk.

When we buy accounts we are provided with contact details for our new customers. We review the information held by the registered credit reference agencies to confirm that the contact details we have are up-to-date. This enables us to contact our customers and introduce ourselves as the new owners of their account.

You can register or login to access information to your Lowell account. To register you will need your Lowell Reference number – which you can find on any of our letters. 

Additional information including details of the original company, the original reference number and the balance of your account can also be found on any of our letters.

If you don’t have this information, you can speak to our team on 0333 556 5550.

You can make a one-off payment or set a repayment plan here. Our online budget calculator can help you work out what you can afford.

If you prefer to speak to someone call 0333 556 5551 or email us at support@lowellgroup.co.uk and one of our team will be happy to help.

However you choose to contact us, we’ll help you find a solution that’s right for you and your circumstances

We receive payments from customers in a variety of methods. What follows is an explanation of how we handle payments we receive.

Paying by Direct Debit or card

Direct Debits

When you set up a Direct Debit to pay your Lowell account, we will apply for the payment automatically on the date of your agreed repayment plan. Please ensure that funds are available in your bank account on the agreed date. The payment will show on your bank statement on the same day unless it is a bank holiday – in which case it will appear on the next working day. All payments made by Direct Debit are covered by the Direct Debit Guarantee.

Card payments

When you set up a recurring debit card payment using a Continuous Payment Authority (CPA) we will apply for the payment automatically on the date of your agreed repayment plan and the amount will be debited from your card straight away.

If you make additional payments

When you make payments by Direct Debit or a CPA on your debit card we will apply for your planned instalment(s) in line with your repayment plan. 

If you make an additional payment that is not part of your repayment plan, we will apply the following rules and leave your planned instalments in place. 

  • If the repayment plan is in arrears (because previous payments have failed), the additional payment will be used to pay off the arrears.
  • If there are no arrears, the payment will reduce the owed balance of the account further and we will apply for the next instalment on your repayment plan.

If you miss a payment

If you are making Direct Debit or debit card payments on a monthly or 4-weekly basis  and your payment fails (for example – because there are insufficient funds) we will let you know about this, and re-apply (represent) for the payment 14 days after the instalment was due. If this also fails we will attempt to take your next instalment on your repayment plan.

If the second instalment on your repayment plan fails, we will re-apply (represent) for this payment 14 days after the instalment was due. If this also fails cancel the mandate and will not try to take any further payments.

If you are making Direct Debit or debit card payments on a fortnightly basis  and your payment fails we will let you know about this but we will not re-apply (represent) for the payment. We will, however, attempt to take the next two instalments on your repayment plan. If these payments also fail, we will cancel the mandate and will not try to take any further payments.

If you are making debit card payments on a weekly basis  and your payment fails we will let you know about this but we will not re-apply (represent) for the payment. We will, however, attempt to take the next two instalments on your repayment plan. If these payments also fail, we will not try to take any further payments.

If you are making Direct Debit payments on a weekly basis  and your payment fails we will cancel the mandate and will not try to take any further payments.

Your final payment

If the final payment on your repayment plan is less than your agreed regular amount (i.e. instalments of £20 and a final payment of £12) we will not take more than the final payment due.

Paying by any other method

If you are making payments by any other method (such as standing order, or single debit card payments on our website) we will check to see if you have a repayment plan in place. If you do not have a repayment plan in place the payment will simply be credited to your Lowell account. If you do have a repayment plan in place we will deal with the payment by applying the below rules:

  • If the repayment plan is in arrears (due to missed instalments) the payment will be used to pay off the arrears.
  • If there are no arrears the payment will be used as the next instalment of your repayment plan.
  • Any remaining funds will be applied to reduce your balance further as it is not possible to pay more than one instalment in advance.

You can view all of your account information online by registering and logging in to view your account online.  To register you will need your Lowell Reference number – which you can find on any of our letters.

If you can’t find the information you require online, you can call us on 0333 556 5550 or email us at support@lowellgroup.co.uk and one of our team will be happy to help.

If we’re trying to get in touch with you, it’s likely we've bought one of your accounts and want to work with you to agree an affordable repayment that suits your circumstances.

You can set up a repayment here and register to access your account information online. To register you will need your Lowell Reference number – which you can find on any of our letters.

If you don’t have your account reference number you can call us on 0333 556 5550 or email us at support@lowellgroup.co.uk and one of our team will be happy to help.

If you contact us we’ll ask you a couple of questions to confirm your identity.  We’ll then listen to you and work with you to find the right solution for your circumstances. We will not ask you to pay more than you can afford.

We work with a number of trusted debt recovery partners or debt collection agencies. If we pass your account to one of our partners they will get in touch and work with you to set an affordable repayment on our behalf.

For details of the company managing your account, register or login to your online account. You’ll just need your Lowell reference number.

The easiest way to keep track of your account balance and payments is to register or login. You’ll just need your Lowell reference number.

We’ll offer you as much support as possible on your account and our team are happy to answer any questions you have. If you're worried about your debts, you can seek free confidential and impartial advice from a number of independent organisations including:

StepChange Debt Charity provide free and independent debt advice throughout the UK and can be contacted on 0800 138 1111 

National Debtline provide debt advice and information and can be contacted on 0808 808 4000

 

After an account is sold to Lowell, any further payments made to the original company will be directed to us. However, this will mean there is a delay in the payment being forwarded to Lowell and being visible on your online statement. 

 

If you're making payments to one of our trusted debt collection partners who are contacting you on our behalf, this will, again, mean there is a delay in your payments being forwarded to Lowell and being visible on your online statement. Should you urgently require a statement showing you have made a payment you should directly contact the third party to whom you made the payment. 

 

My credit file

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It is likely that your original creditor will have registered a default with regard to the outstanding debt on your credit file. When the account is bought by us, we are legally required to transfer the default into our name. Once you start making payments we will update the credit reference agencies. This could improve the appearance of your credit file to any potential creditors.

We’ve provided a full range of information on how your Lowell account may impact your credit file in our credit file factsheet.

If your account is being reported at the credit reference agencies, we will update them with details of any payments that you make. If you pay your account in full, any default will show as “satisfied”. If we agree to accept a discounted amount as settlement, any default will show as “partially satisfied”, when paid.

 

Once your payment has cleared we will inform the credit reference agencies so that your credit file can be updated to show your account has been paid.  Lowell sends details of payments received to the credit reference agencies every month and details are usually updated by the credit reference agencies within a week of this. This means that it could take up to 50 days for your credit file to be updated

We will update your credit file to show you are making payments or that you have settled your account, where appropriate. This could improve the appearance of your credit file to any potential creditors.

 

When you apply for credit (e.g. mortgage, loan, mobile phone or even renting a house) it is likely that the credit provider will request permission to look at your credit file to gain an understanding of your payment history and the likelihood of repayment. Unpaid accounts are usually highlighted on your credit file.

 

However, as soon as you start making payments or clear the account, we will update the credit reference agencies to ensure your files reflect this. Once the balance is cleared the account will be marked as 'satisfied', or, 'partially satisfied' if a discount has been offered.

When we buy accounts we may search the relevant credit files in order to gain a better understanding of our customers circumstances. We are legally entitled to do this.

The more we understand about our customers personal circumstances the better equipped we are to offer suitable and affordable repayment plans.

We use the services of the following registered credit reference agencies: 

We use Experian for the majority of our searches. Searches using Experian do not leave a visible record on your credit file for any other companies to see, however, they will be visible to you if you request a copy of your credit file.

You can obtain a copy of your credit file from one of the Credit Reference Agencies.

Free credit reports are currently available from:

Callcredit (Noddle)

ClearScore

The following providers offer a free 30 day trial, with a monthly charge thereafter:

Experian

Equifax

Help and Advice

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You can set up a Direct Debit repayment and alternative payment methods are available if you call us on 0333 556 5550. Our NatWest bank details are provided below for standing order payments. Please include your account reference with any payments to ensure these are credited to your account.

  • Sort code: 60-00-01
  • Account Number: 39543749

If you want to make a payment direct to our NatWest bank account you can find your local branch here.

 

To view an up-to-date statement of your account, register or login.

If you’re sending your payments to the original creditor, rather than to Lowell, this can mean there is a delay in the payment being transferred to your account. Please make your payments directly to Lowell to ensure that your account remains up-to-date.

 

We’re happy to work with any third party that is managing your finances on your behalf. To do so, we just need your signed permission to share your account information with them. 

 

Yes. Our aim is to work with you to agree an appropriate, affordable repayment plan based on your personal circumstances. We will not ask you to pay more than you can afford.

If you like, you can use our online Budget Calculator to help you understand what you can realistically afford to pay after you've paid your bills. 

We’ll offer you as much support as possible on your account and our team are happy to answer any questions you have. If you're worried about your debts, you can seek free, confidential and impartial advice from a number of independent organisations including:

StepChange Debt Charity provide free and independent debt advice throughout the UK and can be contacted on 0800 138 1111 

National Debtline provide debt advice and information and can be contacted on 0808 808 4000

Both organisations have trained debt advisors who will be able to complete income and expenditure calculations with you. They will help assess your financial situation and advise you on the next best course of action to suit your circumstances.

Yes, we’ll work with anyone you choose to act on your behalf - we’ll just need your permission to share information with them first. We regularly work with debt management companies, money advice providers and in some cases customers partners or family members who are helping customers with their finances.

Click here to register to manage your account online. It’s easy and takes only a few minutes.

Click here to change your online password.

To register a complaint, please contact our Customer Relations Team by email complaintsresolution@lowellgroup.co.uk or phone on 0800 542 0058, Monday to Friday, between 8.00am and 6.00pm.

You can download our complaints procedure here. You can also call our Customer Relations Team who will provide you with a copy of our complaints policy.

If your circumstances change, you can amend or cancel your plan by calling our team on 0333 556 5550.