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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. We’ll also look at your credit file and, if necessary, we’ll ask all the credit reference agencies to update it. This can take up to 6 weeks.

I’ve paid off my account with a partial settlement. 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. We’ll also look at your credit file and, if necessary, we’ll ask all the credit reference agencies to update it to reflect that your debt is partially satisfied. This can take up to 6 weeks.

If defaulted, this will remain on your credit file for 6 years from the original default date.

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

If we’ve made a decision to close your account, this could be for various different 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 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.

It can take up to 6 weeks from when your account was closed for all the credit reference agencies to update your credit file.