FAQs

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

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About Lowell Financial
Who are we?

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.

How will Lowell work with me?

Every day we help thousands of people repay their accounts

  • 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.
Other companies in the Lowell Group

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 Limited 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
How much does it cost to contact Lowell?

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

You're trying to contact someone who doesn't live at my address

If we are trying to contact someone who does not live there, please let us know by calling 0333 556 5550 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.

I've missed a call or had a letter from you - what should I do?

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.

What will happen if I contact you?

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.

Why is another company contacting me about Lowell?

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.

Where can I get information about my account?

You can register or login to access information about 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.

Can't find what you're looking for?

Don’t worry. We’re on hand to point you in the right direction, just email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. Or if it’s about something specific, try these links:

I have a question about my account - what do I do now?

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.

Can't find what you're looking for?

Don’t worry. We’re on hand to point you in the right direction, just email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. Or if it’s about something specific, try these links:

How do I register to manage my account online?

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

Can't find what you're looking for?

Don’t worry. We’re on hand to point you in the right direction, just email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. Or if it’s about something specific, try these links:

How will my payments be applied?

We receive payments from customers by 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.

Can't find what you're looking for?

Don’t worry. We’re on hand to point you in the right direction, just email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. Or if it’s about something specific, try these links:

How much do I have left to pay?

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.

Can't find what you're looking for?

Don’t worry. We’re on hand to point you in the right direction, just email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. Or if it’s about something specific, try these links:

I am struggling with my budget - what can I do now?

We’ll offer you as much support as possible with 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.

Can't find what you're looking for?

Don’t worry. We’re on hand to point you in the right direction, just email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. Or if it’s about something specific, try these links:

What happens if I am making my payments to a third party?

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. 

Can't find what you're looking for?

Don’t worry. We’re on hand to point you in the right direction, just email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. Or if it’s about something specific, try these links:

My Credit File
Will you update my credit file when I make payments?

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.

Is my unpaid account affecting my credit file?

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.

How will paying my account benefit my credit rating?

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 accepted.

Why have you searched my credit file?

When we buy accounts we may search the relevant credit files in order to gain a better understanding of our customer's 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.

Where can I get a copy of my 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:

TransUnion

 

ClearScore

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

Experian

 

Equifax

Help and Advice
How can I pay?

Make a payment online

Payment by Card

Pay your account online with one of the accepted debit cards displayed.

Image result for debit card accepted here

You will need your Lowell reference number to use this service. 

 

Payment by Direct Debit

Setting up a Direct Debit plan is a simple way to make regular payments.

With Direct Debit you are covered by the Direct Debit Guarantee to view please click here.

Image result for direct debit small logo

 

Other ways to pay

Payment by Telephone

Call a member of our team today to make a payment

Telephone: 0333 556 5550

Payment by Bank transfer / Standing Order

Use your Lowell reference number as your payment reference 

Send or set up your payment to the following account -
NatWest
Sort Code - 60-00-01
Account Number - 39543749
Payments can also be made at any NatWest branch using a payment slip 
You can find your local branch here

 

Payment by Cheque

Please make cheques payable to 'Lowell Financial' please include your Lowell reference number

Example - "Lowell Financial - Ref 12345678"

Send to our address -
Lowell Financial 
PO Box 164
Leeds
LS10 9EH
How can I see a statement of my payments?

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

If you’re making 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.

How can I put you in touch with my debt management company, money advisor or other company working on my behalf?

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. 

Can you help me understand how much I can afford to pay?

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. 

I can't afford to pay - what can I do now?

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. 

Can someone else manage my account for me?

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 customer's with their finances.

Find out more about the ways we can support you

How do I register to manage my account online?

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

I've forgotten my online password. What do I do?

Click here to change your online password.

How do I make a complaint?

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.

View our Complaints Procedure page. You can also call our Customer Relations Team who will provide you with a copy of our complaints policy.

Complaints Data

In the UK, we report the number of complaints we deal with to the Financial Conduct Authority twice a year. You can see our latest data here.

How do I amend or cancel my repayment plan?

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

You can also amend your Direct Debit amount and payment date here - login or register.

Can't find what you're looking for?

Don’t worry. We’re on hand to point you in the right direction, just email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. Or if it’s about something specific, try these links: