SLaaS Letters

Letter 1 - Payment Arrangement

We’ve set up your payment arrangement

Dear Sir/Madam

Thank you for offering to pay the amount above each month towards your outstanding balance. To help you get your finances back on track, we’re happy to accept your proposal. Please see above for the first repayment date.

How to make a payment

If you are able to make a payment, we have several payment options for you to choose from:

Standing orders. This is a safe and convenient way to make regular payments into your account. You don’t need to worry about payments being made on time as they are automatically taken from your chosen account. If you use online banking you can set this up online, otherwise please call us to request a standing order mandate.
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 as the payment reference. Payments made into your account will clear the same day.

By post. You can send a cheque made payable to <brand> 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.

What to expect next

We’ll review your account each month to make sure that your payment arrangement continues to be affordable. If you can’t make the payments as agreed, please let us know as soon as possible.

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

Letter 2 - Account paid in full

Your account has been repaid in full

Dear Sir/Madam

Thank you for your final payment. Your account has now been repaid in full and no further payments are due.

We’ve closed your account and will notify the Credit Reference Agencies. The default information will remain on your credit file for six years from the default date.

Please remember to cancel your payments

If there are any regular payments into your account such as standing orders, please cancel these. You can also destroy any payment books which you still have.

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

Letter 3 - Passed to recoveries

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: stepchange.org

National Debtline: nationaldebtline.co.uk
Your local Citizens Advice: citizensadvice.org.uk

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.

Letter 4 - Account passed to CPT

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: stepchange.org

• National Debtline: nationaldebtline.co.uk

• Your local Citizen’s Advice: citizensadvice.org.uk

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.