Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk

Collections Policy

Collections Policy​

We understand that sometimes, through no fault of their own, a customer’s circumstances can quickly change and that they may find themselves unable to make repayments.

In the unfortunate event that a borrower’s ability to repay is compromised, our lender’s will adhere to the Financial Conduct Authority‘s Debt Collection Guidelines. These guidelines outline a fair and reasonable set of regulations regarding the collection of outstanding debt.

We realise that it is imperative for consistent communication to be upheld between both the lender and the borrower at this time, and each of the lenders on our panel will aim to treat customers in this situation as fairly and reasonably as possible.

What Happens If I Am Unable To Repay?

Lenders will first attempt to contact you to reschedule repayments using any of the following methods of communication:

  • Telephone
  • Email
  • Post


Providing that you respond promptly, explain your circumstances clearly and maintain a consistent line of communication with the lender, many loan providers will work with you to:

  • Freeze your interest rates
  • Agree a settlement figure
  • Organise a debt management plan



Please note that in the event of non-payment loan providers may charge you a higher interest rate. If you continuously default on repayments lenders are within their rights to forward your debts onto a debt collection agency.

If this situation arises, communication between the borrower and the lender will cease and all further correspondence, including the repayment of debt, will be dealt with directly by the debt collection agency.

Debt Advice

If you are struggling to manage your debts, or you need further advice on how to communicate with a lender regarding non-payment, please find free and impartial advice below:

National Debtline

Telephone: 0808 808 4000

Available Monday to Friday 9am to 8pm

Available Saturday 9:30am to 1pm

Money Advice Service

Telephone: 0800 138 7777


Available Monday to Friday 8 am to 6 pm


Telephone: 0800 138 1111

Available Monday to Friday 8 am to 8 pm

Available Saturday and Sunday 8 am to 4 pm