Closed accounts

Information about closed accounts.

I’ve paid off my account in full. What happens next?

That’s great news.

Within a few days of your final payment, we’ll send you a letter or email confirming that you’ve finished paying off your debt. If we’re reporting your account to the credit reference agencies, we’ll update them with details of your payment. We update credit reference agencies the debt has be paid on the 5th of every month, and your credit file will be updated around a week later. Sometimes it can take up to 6 weeks from your payment for your credit file to be updated.

If your account has defaulted, this will remain on your credit file for six years from the original default date.

I’ve paid off my account with a partial settlement. What happens next?

If we’re reporting your account to the credit reference agencies and you’ve settled your account with a discount, the account will show on your credit file as ‘partially satisfied/partially settled’, which shows the balance has not been paid in full.

My online account says, “We’ve closed your account”. What happens next?

If we’ve decided to close your account, this could be for various reasons. Within a few days of your account closing, we’ll send you a letter or email confirming the reason we’ve made that decision.

My online account says “This account is closed. It is included in your completed insolvency”. Do I need to do anything?

No. This means that we’ve been notified of the completion of your insolvency, such as a bankruptcy or an IVA. Within a few days of this notification, we’ll write to you to confirm the account is now closed.

How can I confirm that my account has been paid off and is now closed?

Within a few days of your final payment, we’ll send you a letter or email confirming that you’ve finished paying off your debt.

But you can also confirm this by signing into your online account. You can check the status of your account, see your payments, and download any documents that you may need.

You’ll only be able to see the details of your closed account online for 6 months from when we closed it. After that, it will no longer be visible online.

I’ve overpaid. How do I get a refund?

If you’ve paid us too much by mistake, you’ve got a couple of options:

1. We can give you a refund.
2. If you’re paying off more than one debt with us, we can transfer the overpayment to another account.

We’re happy to help whichever you choose. Just call us on 0333 556 5552 to let us know what you’d like to do, and we’ll arrange it.

I’ve got a question about my credit file. Do I need to call you?

No, you can find lots of information about your credit file in our FAQs.

You can also download your payment history with us by going to your online account.

If your account is being reported to the credit reference agencies, we will send updates to them every month, but it can take up to six weeks for your credit file to be updated.