[Skip to Content] Get Adobe Reader

Our Collections Process


If you have received a letter or other form of communication from us or are currently in contact with us with regard to an outstanding balance and are unsure about what the next steps are, the 8 actions below should help explain our collections process. If at any point in this process you have a query or concern, please feel free to raise it with us.

We aim to treat every customer as an individual and adapt our approach according to your needs but to do this we need your co-operation in communicating with us about your personal circumstances.
    Your debt is transferred to us for collection by your creditor. Our job is to work with you to agree an affordable repayment programme that will help you to discharge your outstanding balance (debt) as soon as possible.
    We will send you a letter confirming the details of your outstanding debt and invite you to contact us. It is important for us to understand your specific circumstances in order to agree the best way forward, so please contact us as soon as you can.
  Our introductory letter will be followed up with a phone call (which may happen at the same time as the arrival of the letter in some cases). Again, the purpose of this call is to establish contact with you in order to understand your situation and find a resolution.
    If we do not receive a reply to either the introductory letter or the initial phone call, a progression letter/s will be sent and we shall continue trying to contact you by telephone, explaining what next steps we will take to recover the outstanding debt and what your options are, which (depending on client instructions) may include legal action.
    Once our contact with you has been established, we will listen to, and understand, your personal circumstances, which may include filling out our Income & Expenditure. We will then discuss with you what your specific options are and, if necessary, direct you to relevant independent help. 
    We can then agree an individual repayment plan with you. 
    The account will be reviewed on a regular basis and any default will be raised by us with you. It is important that you work with us to maintain the agreed repayment plan and ensure that if the payments cannot be made as previously agreed, you contact us to discuss any changes that we need to make.
    We want to help everyone that we contact to reach a resolution as soon as possible. However, in order for the balance to be settled in a way that is affordable and in line with your personal circumstances, this may take some time and we will work with you for as long as it takes to reach resolution.