Getting you the right help to manage your account

Dear Sir/Madam

Thank you for getting in touch. Your account has been passed to our Customer Priority Team. We are a specialist team helping customers like you, who are currently experiencing challenging situations. Together we can try to agree a manageable way for you to repay your outstanding balance.

If you’ve made a payment since the date of this letter and your account has been brought up to date, thank you. Please ignore this letter.

What you need to do next

If you can’t bring your account up to date, it's important that you let us know. We can talk through your situation and agree how we can help you as much as possible. Please get in touch with us using the details at the top of this letter to discuss your options and the support we can offer.

Information to have ready when you call

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.

Arranging for someone else to speak to us about your finances

If you'd rather not speak to us directly, you can ask us to talk to a friend or family member you trust. To give them permission to talk to us, please send us a letter of authority and ask them to call us after seven days. Some of the debt advice organisations listed below can also speak to us on your behalf.

Our next steps if you don’t get in touch

If we don’t hear from you in the next 14 days, we’ll keep trying to get in touch to try and agree a suitable way forward.

You have other options for debt guidance

You can ask for free, independent help about managing your finances from many debt advice organisations. These include:

• StepChange Debt Charity:

• National Debtline:

• Your local Citizen’s Advice:

If you have any questions about this letter, please get in touch today 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.