What's your next step?

Personalise your payment plan so that it works for you. You decide how much you want to pay, how you want to pay it and how often. You can register to do this online or contact us.

Once you’ve set up your payment plan, we’ll send you a letter confirming the details. If you need to, you can change your plan at any time or contact us.

If we’re reporting your account to the credit reference agencies, we’ll update them with details of your payment. We send updates to the credit reference agencies every month, but it can take up to six weeks for your credit file to be updated.

Once you’ve made your final payment, we’ll send you a letter or an email to let you know that you’ve paid off your debt.

If you feel ready to start paying off your debt, you can register to manage your account online or download our app.

If you don’t get in touch, your account could default if it hasn’t already. We’ll let you know if your account is at risk of defaulting. If your account defaults, this will be visible on your credit file for six years.

This could impact your ability to get credit. If we’re reporting your account to the credit reference agencies and you pay your account in full, it will show on your credit file as ‘satisfied/settled’ to show the balance has been paid in full.

If your account(s) are being reported to the credit reference agencies, we’ll update them with details of your payments. If you fall behind with contractual payments, your account will fall into arrears / your arrears will increase, which could impact your credit file status and lead to a default being entered.

If we’ve tried to get in touch with you but received no response; we 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 enforcement officers (bailiffs) visit you at your home.

If you need extra help and advice, there are lots of charities and organisations offering free support that you might find useful. 

Whatever the reason that you don't want to get in touch with us, please know that we want to support you. We can help you find the right support and we'll never make you pay more than you can afford.

You can always start to manage your account without talking to us. You can register to manage your account online or download our app to your phone.

There are lots of charities and organisations who are here to help you. Whether you need help with your finances or your health, there's someone to support you.

If you want to find out more, we've answered a lot of our customers' frequently asked questions and put together some helpful guides that explain more about debt.

If you want to find out more, we've answered a lot of our customers' frequently asked questions and put together some helpful guides that explain more about debt.

If a payment plan isn't working for you, it's ok to make a change. You can update your plan online or contact us to help.

If you need some extra advice we can help you find the right support. We can put you in touch with organisations who offer free, independent debt advice, or charities who can help with your personal situation.

As long as you continue to make payments, even if it's for a lower amount, your credit file will show you're making payments and working towards paying off your debt. If you stop making payments completely, the arrears will remain on your credit file for six years.

To discuss your account and let us know about any changes, call or message a member of our team. We'll support you and help you find the best way forward.

If we're unable to resolve the problem when you first call, we'll pass your query on to a team who will be able to investigate further. As well as keeping you informed throughout the investigation, we’ll send you a letter to let you know the outcome, and make any changes required to the account.

While we're investigating, we won't ask you to make any payments during this time. We'll get in touch to let you know what we've found and what your next steps are.

If we’re reporting your account to the credit reference agencies, late payment markers will continue to be reported on your credit file each month, this could impact your ability to obtain credit in the future. 

However, we will not register a new default on your account if your account is on hold. If your account has already been defaulted, the default will continue to show on your credit file for 6 years.

You can find out more about what to do if you have an issue with an account. If you want to let us know there's a problem, you can call or message us.