Your account is being managed by our Recoveries Team

Dear Sir/Madam

Your account is still in arrears and payment is due. To help you manage your payments, we have passed your account to our Recoveries Team. This is a specialist team helping customers like yourself, who will work with you to try and agree a manageable way to repay your balance. We have replaced your account number with the reference number above.

Now that they are looking after your account, no further interest or charges will be added to the total balance outstanding. This means that while they work with you, your balance will not increase.

What you need to do next - please make a payment for the full arrears amount today

We have several payment options to choose from:

  • By phone. You can call us on the number above to make a payment by debit card. Payments made before 4pm will be paid into your account the same day and those made after 4pm will be paid the following day. We are unable to accept credit card payments.
  • Online. If you use online banking, you can make your payment online. Please make the payment into account number 00500500, sort code 801135 and use your account number shown above as the payment reference. Payments made into your account will clear the same day.
  • By post. You can send a cheque to the address above. Please write your name, postcode and account number on the back. You will need to allow 10 working days for us to process your payment. For security reasons, please do not send cash through the post.

Call us if you’re having difficulty repaying

If you’re struggling to make the payment, please let us know. We can talk through your situation to understand how we can help you, for example, by changing your payment date to when you have money in your account.

Please make a note of your income each month and how much you spend, including mortgage payments, bills for utilities, living costs and any payments you make to other companies you owe money to. Having this information to hand when you call will save you time and help us better understand your situation through an affordability assessment.

What we will do if we don’t hear from you

It’s important that we have this information to start working with you to agree a way forward. If we don’t hear from you soon, we will try to contact you again

Your credit reference file will be affected

As we haven't yet resolved your situation, we will report this to the credit reference agencies. This information will be recorded on your credit reference file which is available to other lenders. This will affect your ability to borrow money in the future, not just with us, but also with other banks, building societies, mobile phone operators and other credit providers.

When your outstanding balance is repaid in full, the default previously issued to you will be satisfied, and we will update the Credit References Agencies at that time. This will remain on your credit file for six years from the date of default.

You do have other options for debt guidance

You can ask for free, independent help about managing your repayments and getting on top of your finances from many debt advice organisations. These include:

  • StepChange Debt Charity:
  • National Debtline:
  • Your local Citizens Advice:

If you have any questions about this letter, please get in touch with us using the details above.

Yours sincerely

J Graham

Director of Collections and Recoveries

Calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service.

If you’d like this in another format such as large print, Braille or audio CD, please call us on the number above or write to us at the address above.

If you have a hearing or speech impairment you can contact us using Text Relay (previously Typetalk) on any of our telephone numbers. If you need to be called back and would like us to call you through Text Relay, please tell us when you call.