Creditor Contacts June 2019 - Confidential edition for IMA members, AdviceUK advisers and others in the free-to-client advice sector - Advice UK
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Creditor Contacts June 2019 Confidential edition for IMA members, AdviceUK advisers and others in the free-to-client advice sector.
These contacts are to help advisers to communicate with creditors on behalf of
their clients about debt issues. Creditors are usually pleased to work with advisers
as they know that an adviser will have worked with their client to explore all the
options, and will have taken into account the client’s full
situation.
This creditors contact list contains direct telephone
numbers, addresses and in some cases contact names
for advisers to use when contacting creditors about their
client’s debt problems. The contact details provided by
creditors are not identical. For example, some creditors
have specialist staff to deal with enquiries from third
parties but others do not. You will need to find the
creditor on the list and then see what services are
provided. Not all creditors participate in the contact list
and work is ongoing to develop this information.
Please note that the "escalation points" should be used with care – they are to
help deal with situations that cannot be resolved through normal channels, and if
they are misused they will be withdrawn.
This edition is for Citizens Advice partner agencies.
There is an alternative edition for Citizens Advice
advisers.
Creditors often change their details - if you spot
any gaps, amendments, deletions, corrections or
want to feedback please contact:
Adam.Burgess@citizensadvice.org.uk
Thank you.
1 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.
Email Communication for advisers
To ensure compliance with GDPR and the
recommendations of the Information
Commissioner’s Office, when communicating with
creditors by email please ensure that you comply
with the best practice and the requirements of your
own agency. Some creditors may also issue
additional guidance which should be complied with.
The following guidance was produced by the Citizens Advice information assurance team
and is for information - please ensure you comply with best practice and your own
organisation’s policies.
Key Points
Unencrypted email is not a secure method of communicating client data and should be avoided,
therefore:
● No personal data (i.e. data which would identify an individual) should be put in the subject
line.
● Only the minimum data necessary should be included in the email, no data should be
included which would allow a third party to identify the client. For example use the
account number to identify the client rather than including their name and address. If
further information is needed, combine the account number with part of their name (i.e.
the 1st three letters of the surname) or part of their postcode (i.e. BD3 4) rather than their
full name or address.
● If you are sending attachments which contain personal or sensitive data (such as Forms of
Authority) then ensure that the attachment at least is password protected but ideally
encrypted. A strong password should be used and the password should be
communicated to the recipient via a different channel, for example via telephone.
2 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.
Contents
● Acenden ● M&S Bank
● AIC - Allied International Credit ● Marbles
● Amigo Loans ● Marston Group Enforcement Agents
● Anglian Water ● MBNA
● Aqua Credit Card
● The Money Shop
● Arrow Global
● Nationwide
● Arvato
● Natwest/RBS
● Bank of Scotland
● NCO Europe / RMA Resolve
● Barclays
● NewDay
● Barclaycard
● Black Horse ● Northumbrian Water
● Bradford and Bingley - see ● NRAM (Northern Rock Asset
ComputerShare Management) - see ComputerShare
● Brighthouse ● O2
● Opus
● Bristol Water
● Cabot ● Past Due Collection Services
● Cahoot ● Payday Express / Payday UK
● Capital One ● Payday OK
● CapQuest ● Platform
● Cash Converters ● Provident (and Greenwood)
● Cash Genie UK Ltd ● QuickQuid and Pounds to Pocket
● Collectica Enforcement Services ● Rossendales
● ComputerShare ● Royal Bank of Scotland - see NATWEST
● Co-operative Bank
● Santander UK PLC
● Coventry Building Society
● Severn Trent Water
● Creation
● Shop Direct Finance Company Ltd -
● Credit Services Association
retail brands Very (including Very
● Equita
● Express Finance (Bromley) Ltd Exclusive) and Littlewoods
● Experto Credite ● South West Water
● Financial Ombudsman Service ● Student Loans Company
● Fredrickson International ● Tesco Personal Finance
● Halifax Bank of Scotland - HBOS - (part ● Trusted Quid / Trusted Cash
of the Lloyds Banking Group) ● TSB
● Hartlepool Water (part of Anglian ● United Utilities
Water) ● UKAR - see ComputerShare
● HFC and Beneficial Finance ● Vanquis
● HSBC ● Virgin Money
● Ikano Bank ● Vodafone
3 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.
● Intrum (formerly 1st Credit) ● Welcome
● J D Williams ● Wescot
● Landmark Mortgages - see ● Wessex Water
ComputerShare ● WhistleTree - see ComputerShare
● Link Financial ● Woolwich
● Lloyds Banking Group ● Wonga
● Lowell ● Yorkshire Bank Home Loans
Acenden
Servicing mortgages for brands including Capstone, Southern Pacific and Preferred Mortgages
Customer services Tel: 0333 300 0426 Email: Customer.services@ascenden.com
Payment enquiries/collections and litigation: Tel: 0333 300 0468 Email:
payment.enquiries@acenden.com
Acenden Limited, St Johns Place, Easton St, High Wycombe, Buckinghamshire HP11 1NL
AIC - Allied International Credit
Tel number for advice agencies: Tel: 0141 228 3055
Adamson House, Towers Business Park, Didsbury, Manchester M20 2YY
NB: AIC’s Hardship Department deals with advice sector.
Specialist mental health contact T
el: 0141 228 3137 Fax: 0141 221 2541
Email: specialistteam@aiccorp.com
Amigo Loans
Collections department Tel: 01202 629 161
Amigo Loans, Nova, 118-128 Commercial Road, Bournemouth, Dorset BH2 5LT
Escalation Contact: Nick Zainal. Tel: 01202 629 926. Alternatively, you can use this email about
any case where there is concern: c omplaints@amigoloans.co.uk
Anglian Water
Extra Care Team Tel: 0800 085 7757
4 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Operational contact number (for emergencies): 03457 145 145 Customers can also use webchat at www.anglianwater.co.uk For Anglian Water customers in Hartlepool, surrounding villages and the Wynyard area, see Hartlepool Water contact details below. Aqua Credit Card Main enquiries Tel: 0330 220 2691 Aqua Customer Services, PO BOX 173, Sheffield, S98 1JW Arrow Global Tel: 0800 130 0169 Email: queries@arrowglobal.net Arrow Global, PO Box 5469, Manchester M61 0LW Arvato Email: General@arvatofs.com Bank of Scotland See Halifax Bank of Scotland Barclays Unsecured - Tel: 0333 202 7404 Barclays Bank UK PLC, Barclays Financial Assistance, Leicester LE87 2BB This is for all Barclays current accounts and loans. Secured - Tel : 0800 022 4022 Barclays Bank UK PLC, Barclays Financial Assistance, PO Box 8575, Leicester, LE18 9AW This is for all Barclays and Woolwich secured residential mortgages (including buy to let) 5 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.
Barclaycard Tel : 0800 161 5220 Barclaycard, Barclays Financial Assistance, 1234 Pavilion Drive, Northampton, NN4 7SG Payments in respect of Barclaycard customers should be sent to: Barclaycard Postal Payments, Dept PP, Bolton BL11 1XX Black Horse ALSO SEE LLOYDS BANKING GROUP ENTRY Tel: 0844 824 8822 Black Horse Finance – general enquiries and submission of proposals (This address or as as specified on customer correspondence): Black Horse Ltd, Collections & Recovery, St William House, Tresillian Terrace, Cardiff, CF10 5BH Complaints on behalf of customers related to PPI: Customer Care, Lloyds Insurance, Tredegar Park, Newport, South Wales NP10 8SB Brighthouse Tel: 0800 526 069 Email: customer.relations@brighthouse.co.uk Bright House, 5 Hercules Way, Leavesden Park, Watford, WD25 7GS Note: Accounts in collection / post-default accounts may be passed to Sygma Red Bristol Water Tel: 0800 528 3838. Email: customer.services@bwbsl.co.uk Social Policy Team, Bristol Wessex Billing Services, 1 Clevedon Walk, Nailsea, Bristol BS48 1WA www.bristolwater.co.uk Bradford and Bingley See ComputerShare. Cabot 6 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.
Tel: 0800 917 2226 E
mail: cabotcustomer@cabotfinancial.com F
ax: 01732 521216
Cabot Financial Europe Limited, PO BOX 241, West Malling, Kent.ME19 4NA
For issues of concern contact: Ajay Mitha, Customer Support Team
amitha@cabotfinancial.com
Cahoot
Tel: 0800 587 1111
Cahoot, 3rd Floor, Friars House, Hanover House, Coventry CV1 2TE
Capital One
Tel: 0800 9524914 Fax: 0115 8433328 -For all enquiries from advisers including full and final
settlement offers)
Specialist Support Unit, Capital One (Europe) PLC, PO Box 5282, Nottingham, NG2 3YX
For urgent matters please contact: 0115 843 6753
For a point of escalation please contact dmmod@capitalone.com
C
apital One’s best practice points for advisers:
Data Protection Act
● All inbound calls need 3 security checks to be passed before any account information can
be disclosed – this is to fulfil our compliance obligations under the Data Protection Act.
● We will always ask you for customer’s date of birth plus 2 other unique pieces of
information such as customer post code, telephone number etc.
Correspondence
● Please use the MAT/BBA Common Financial Statement (CFS) template in all cases as we
will trust the guidelines have been followed if this template is used. Using the (CFS) will
mean we can decision more of your proposals without any undue delay and further
correspondence.
Customer Education
● Please encourage all customers to make token payments to us until a proposal has been
agreed with CAB – this will prevent their account being defaulted and potentially being
sent to a Debt Collections Agency or sold.
● We could accept more customers onto reduced payment plans if they stop spending at
the point of signing authority with CAB – any* spending after this date may result in their
request for a reduced payment plan being declined.
7 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.● We accept that in some cases (Sky contract) payments can not be stopped immediately.
This type of ongoing spend will be looked at sympathetically.
Write Off requests
● Write offs are considered as an exception, should any other debt remedy solution not be
viable. All options should be considered prior to submitting a write off request (such as a
Debt Relief Order for clients with low Disposable income/ debt level).
● All write off requests need to be submitted along with supporting medical evidence where
applicable. This needs to be dated within the last 3 months.
● An up to date income and expenditure form is required for all write off requests, with
clear explanations of any excessive items of expenditure.
CapQuest
Tel: 0
333 999 7239 Fax: 0333 999 7299 Email: customers@capquest.co.uk
Capquest Group, Templer Avenue, Farnborough, Hampshire, GU14 6FE
C
ash Converters
T
el: 01928 737410 Email: dmcsupport@cashconverters.net
Cash Converters UK Ltd, Innovation House, Aston Lane South, Preston Brook. Cheshire WA7 3FY
Complaints: Tel: 01928 70 6739 o
r by post to the above address
Note: an account may be dealt with by the local store, but these are their national details.
C
ash Genie UK Ltd
General enquiries - Tel: 0845 956 9848 or 01473 297210 c ustomersupport@cashgenie.co.uk
Collections team - T
el: 0800 046 8121 or 01473 297210 Complaints - T el: 01473 297210
Cash Genie, 2 Reavell Place, Ipswich, Suffolk IP2 0ET
FCA statement on Cash Genie: august 2015:
https://www.fca.org.uk/news/cash-genie-customers-refund-debt-write-down
Collectica Enforcement Services
NB: Formerly Phillips Bailiffs, now part of the Marston Group. Tel: 0844 800 4588 Collectica,
PO Box 997, Doncaster, DN1 9GD
ComputerShare (formerly UKAR)
NRAM (Northern Rock Asset Management) mortgage accounts
8 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Tel: 0330 159 4665
NRAM Ltd, PO Box 624, DURHAM DH1 9JH
Bradford and Bingley customers
General number - Tel: 0330 159 2590 Payment difficulty lines - Tel: 0330 159 1926
Bradford and Bingley, PO Box 629, DURHAM DH1 9JQ
Mortgage Express customers
General number - Tel: 0330 159 2591 Payment difficulty lines - Tel: 0330 159 1926
Mortgage Express, PO Box 629, DURHAM DH1 9JQ
WhistleTree customers
General number - Tel: 0330 159 6612 Payment difficulty lines - Tel: 0330 159 6601
Whistletree Ltd, PO Box 655, Durham, DH1 9LX
Landmark Mortgages customers
General number - Tel: 0330 159 7152 Mortgage difficulty lines - Tel: 0330 159 7141
PO Box 656, DURHAM DH1 9LY
Any escalations can be forwarded to the Debt Advice Team: Debt Advice Manager: Lee Usher
Tel: 0191 522 3484 Mob: 07587 887 528 Email: Lee.Usher@computershare.co.uk
Debt Advice Analyst: Stuart Laidler
Tel: 0191 522 3981 Mob: 0
7554 223206 Email: stuart.laidler@computershare.co.uk
Co-operative Bank
Financial Support department: 0344 844 8899
Open Mon-Fri 8.00am-8.00pm, Sat 9.00am-5.00pm.
Financial Support, The Co-operative Bank, 2nd Floor, 1 Balloon Street, Manchester, M60 4EP
Escalations can be sent to Jackie Cassidy at jackie.cassidy@co-operativebank.co.uk
Coventry Building Society
General Enquiries: 0800 121 8899 W
ebsite: www.coventrybuildingsociety.co.uk
Financial Difficulties Team: 0
800 121 8765
Address: Coventry Building Society, PO Box 9, High Street, Coventry, CV1 5QN
9 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.If you need help or advice on how to set up a power of attorney, call on 0800 587 4525
Specialist bereavement team, call on 0800 587 4565.
Godiva Mortgages Ltd and ITL Mortgages are also both part of the Coventry group of companies
Creation
Financial Difficulties Department- Tel: 0845 456 5024 Fax: 0121 712 5332
Credit Services Association
Contact details for all CSA members and details of the CSA’s complaints procedure can be found
at: www.csa-uk.com
Equita
Tel: 0800 138 7777 ( free calls) Wales: 0800 138 0555 T
ypetalk: 18001 0300 500 5000
Overseas: +44 203 553 2279
Express Finance (Bromley) Ltd
Tel: 0115 908 1162
See Payday Express for postal address
Experto Credit
Advisers Line: Tel: 08445 765 734. Public line: :0118 956 9127
24 Portman Rd, Reading, West Berkshire RG30 1EA
Financial Ombudsman Service
Tel: (phone line for advisers): 020 7964 1400
Email: technical.advice@financial-ombudsman.org.uk
Fredrickson International
Tel: 0845 313 6626 Email: info@freds.com
Fredrickson International Limited, PO Box 260, Weybridge, Surrey, KT13 0YH
10 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Halifax Bank of Scotland - HBOS
(part of the Lloyds Banking Group)
● All B
ank of Scotland accounts e.g: personal loans and preference accounts (excluding
credit cards & current accounts) T el: 0808 145 0665
Collections & Recoveries, Retail Bank Collections, Charterhall House, Charterhall Drive,
Chester CH88 3AN
● All Halifax accounts and Bank of Scotland credit cards & current accounts in
Collections Tel: 0808 145 0665
Halifax Bank of Scotland, Retail Bank Collections, PO BOX 718, Leeds, LS1 9GB
● All other accounts in recoveries Tel: 0808 145 0361
Collections & Recoveries, Retail Recoveries, PO Box 66, ROSYTH KY11 2WG
Secured lending Halifax including Bank of Scotland and TMB mortgage payments
Tel: 0808 145 0437 - if the customer has not yet fallen behind with their mortgage
payments
● Halifax including Bank of Scotland and TMB mortgage
payments. Tel: 0808 145 0375 - if the customer has not yet fallen behind with their
mortgage payments
● Home Owners' Support Fund (Scotland) and the Welsh Mortgage Rescue Scheme
(SHG - Social housing grant option) Tel: 0808 145 0915 Fax: 0845 835 7850
Email: bmgroupmortgagerescue@lloydsbanking.com
● Complaints on behalf of customers r e: HBOS Collections or Recovery activity Customer
Services Halifax Bank of Scotland, Customer Relations, PO Box 718, Leeds LS1 9GB
Escalation Contacts for Halifax Bank of Scotland
Halifax & Bank of Scotland escalation process:
● Call dedicated telephony teams in the first instance. They can deal with all general
account queries.
● If you still require assistance, email the central mailbox. You should receive a response
within 24 hours.
● If you wish to make a formal complaint, please contact Customer Relations teams directly.
Customer Priority Team
The Customer Priority Team (CPT) at HBOS offer extra help and support to people who have
long term health problems, critical illnesses, mental health issues or hearing impairments. They
also offer extra help to prisoners.
Advisers can access this team by sending all relevant information, such as medical evidence, to:
11 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Customer Priority Team, Charterhall House, Charterhall Drive, Chester CH88 3AN
Once an account has been transferred to this team advisers will be given a direct telephone
number for the CPT. Please note this team can only deal with unsecured HBOS accounts that are
in arrears but have not yet been defaulted. They cannot discuss full and final offers or write offs.
Hartlepool Water
Anglian Water’s team providing services to customers in Hartlepool, surrounding villages and
the Wynyard area.
Customer Billing Team Tel: 01429 858 030 (8.30am-5pm Mon-Fri)
enquiries@hartlepoolwater.co.uk
Hartlepool Water, 3 Lancaster Road, Hartlepool TS24 8LW
HFC and Beneficial Finance
NB: Part of HSBC
Customer Service - T el: 0370 010 0453 P.O.Box 5055, Coventry CV3 9EF
Complaints - T el: 0345 602 3793 P .O.Box 5207, Coventry, CV3 9FB
Collections - T
el: 0370 010 1138 P .O.Box 5204, Coventry CV3 9EY
insolvency correspondence: Collections Centre, PO Box 5206, Coventry CV3 9FA
HSBC
General collections overdraft/loans Tel: 0345 609 0812
PO Box 6277, Coventry CV3 9JJ
Public customer support line- Tel : 0345 740 4404
For Customers with mental health issues - Tel: 01226 261 079 / 0345 604 8335
Credit Cards Collections: Tel: 0345 607 7088. P
ublic Credit Card line- Tel: 0345 600 7010
HSBC public phone numbers: http://www.hsbc.co.uk/1/2/popups/phonebook
Complaints/Issues of concern: HSBC, PO Box 6277, Coventry CV3 9JS
Financial hardship claims (with regards to charges)
Customer Service Centre, Arlington Business Centre, Millshaw Park Lane, Leeds LS11 0PP
12 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Ikano Bank Tel: 0115 850 3000 - (advisers should choose the “customer “ option from the menu) Ikano Bank, Waterfront House, Station Street, Nottingham NG2 9LX Intrum (formerly 1st Credit) The Omnibus Building Lesbourne Road Reigate Surrey RH2 7JP Main number - Tel: 01737 237 370 (Switchboard) www.intrum.co.uk Number for advisers - Customer Care Team (Vulnerability/Health Issues) - Tel: 01737 235 210 Email: customercare.uk@intrum.com Number for advisors – Complaints Team - Tel: 01737 235209 Compliance Team Leader: Rosa Mangiatordi - Tel: 01737 228571 Email: r osa.mangiatordi@intrum.com If matters cannot be resolved via the debt support team or the compliance team, or you have general matters of concern, please contact Bob Kingdon at bob.kingdon@intrum.com J D Williams Tel: 0345 071 9018 J D Williams, Griffin House, 40 Lever Street, Manchester M60 6ES Brands include: Ambrose Wilson, Crafting Direct, Fifty Plus,Heather Valley, Home Essentials, Home Shopping Direct, Julipa, Oxendales, Premier Man, Shoe Tailor, Simply Be, Special Collection, That's My Style. Landmark Mortgages See ComputerShare. 13 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.
Link Financial
Public number Tel: 0800 064 4499 Third party team T el: 02920 808 690
LINK Financial Outsourcing Ltd, PO BOX 30095, London SE1 7WU
The email address for all correspondence is: mail@linkfinancial.co.uk.
Lloyds Banking Group
Adviser telephone enquiries for accounts in Lloyds Collections (Current Act's, Loans & Credit
Cards) Tel: 0808 145 0385
Correspondence re: current account, loan and credit cards if branch-based or in Collections –
general enquiries and submission of proposals: Lloyds Collections, PO Box 487, Brighton BN1
4GY
All accounts in Recovery including credit cards - submission of proposals and all other
correspondence - Tel: 0808 145 0363. Lloyds Recoveries, PO Box 487, Brighton BN1 4GY
Mortgages:
Tel: 0808 145 0692 - if the customer has not yet fallen behind with their mortgage
payments
Tel: 0808 145 0399 - if the customer is already behind with their mortgage payments
Home Owners' Support Fund (Scotland only)
For Home Owners' Support Fund (HOSF) cases the contact details are Tel 0845 6094440 or email
- bmgroupmortgagerescue@lloydsbanking.com
Mortgage Rescue Scheme (Wales only)
For Mortgage Rescue Scheme (MRS) cases the contact details are:
Tel: 0845 6094440 or email - bmgroupmortgagerescue@lloydsbanking.com
Complaints
● Complaints on behalf of customers re: Lloyds Collections or Recovery activity. Lloyds
Banking Group. LLoyds Banking Group, Customer Services BX1 1LT
● Complaints on behalf of customers – non-collection/recovery related eg. perceived
inappropriate lending. Lloyds Banking Group, Customer Services, PO BOX 112, Cannons
House, Cannons Way, Bristol BS99 7LB
● Complaints on behalf of customers related to general insurance products eg: loan
repayment protection. Customer Car, Lloyds Insurance, Tredegar Park, Newport, South
Wales NP10 8SB
14 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Escalation contacts
Lloyds escalation process:
Call dedicated telephony teams in the first instance. They can deal with all general account
queries. You should email or call a named contact ONLY after attempting centralised telephony
options.If you wish to make a formal complaint, please contact Customer Relations teams
directly, do not use named contacts below.
All Lloyds Bank Accounts, Loans and Credit Cards where a letter of authority has already been
sent to us and where a letter of authority has already been sent in:
Daytime team Evening team:
Tel: 0808 145 0363 Collections Tel: 0808 145 0360
Loans: 0800 096 128 Lucy Brewster 01273 636488
Kate Leech 07787 530798 Dave Drake 01273 636488
Anna Brocklehurst 07557 661435
Lowell
Public number: T
el: 0333 556 5733 E
mail: support@lowellgroup.co.uk (FOR CUSTOMERS
Mon-Fri 8.00-20.00 Sat 8.00-14.00)
3rd Parties: T
el: 0333 556 5983 E
mail: DMCpost@lowellgroup.co.uk (FOR DEBT ADVISORS/DEBT
MANAGEMENT COMPANIES Mon-Fri 9-17.15)
Lowell Financial, PO Box 1411, Northampton, NN2 1BQ
Please note: Lowell must receive authority from our customer before they are able to deal with
a third party organisation. This can be verbal for an initial call but must be sent in writing for
any email/postal enquiries.
Customer website
Lowell has a dedicated customer website www.lowell.co.uk which allows customers to make
payments, complete a budget calculator and log in to check/update information on their
account/s. There is also a useful FAQ section.
Repayment plans
Lowell’s policy is that repayment plans should be suitable and affordable. Lowell will accept
realistic repayment offers that are supported by an appropriate income and expenditure
statement.
Complaints resolution
15 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Lowell is committed to resolving complaints in a fair and consistent manner. A copy of its
complaints policy is available at w
ww.lowell.co.uk
If a customer is unhappy with their Lowell experience and wants to register a complaint they
should contact the Customer Relations Team on 0800 542 0058 Mon-Fri 8.00-18.00 or email
complaintsresolution@lowellgroup.co.uk
M&S Bank
Tel : 0345 300 6135 (Public number - Tel: 0
345 900 0900)
Debt Management Team, Kings Meadow, Chester Business Park, CHESTER CH99 9FB
Contact for issues of concern
Emma Burke, Debt Recovery Manager, M&S Bank, Tel: 01244 686078
Mob: 07920 082562 Email: Emma.J.Burke@mandsbank.com
Marbles
Tel: 0333 220 2692
Marbles Customer Services, PO BOX 136, Sheffield, S98 1HB
Marston Group Enforcement Agents
Tel: 0333 320 1822
Marston Group Limited,PO Box 12019, Epping CM16 9EB
Escalation contacts (for advisers only):
Mike Marrs. Mobile: 07739 774 487
Mike.Marrs@marstonholdings.co.uk
MBNA
Dedicated Third Party Telephone Line - Tel: 01244 574667
Customer Assistance, PO Box 30, Chester Business Park, Chester CH4 9WW
Advisers’ Fax No. for general queries and urgent correspondence: 01244 574 667
Fax No. for Forms of Authority and Income and Expenditure submissions ONLY: 0
208 639 8826
Contact for issues of concern: L ynda.Fletcher@bankofamerica.com
16 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.The Money Shop
Primary number for advisers - The Financial Assistance Specialist team (FAST) -
Tel: 0800 0542100
Fax Number: 01159 478379 (the best one to use when sending documents through)
General email: fd@dfguk.com
The Money Shop Head Office, Castlebridge Office Village, Kirtley Drive, Castle Marina,
Nottingham NG7 1LD
Nationwide
Personal Loans, Flex Accounts and Mortgages in arrears. T
el 0800 464 3040
Nationwide, Lending Control, Kings Park Road, Moulton Park, Northampton NN3 6NW
Credit Cards T
el: 0800 464 30 50
Customer Assistance Department, PO Box 8738, Wigston LE18 9BG
If the credit card account is between 90 and 210 days in arrears call: Nationwide Recoveries -
Tel: 0800 464 3124 . If the account is more than 210 days in arrears call: Nationwide Recoveries
(Northampton) - tel: 0800 464 3121.
Contact points for complex credit card cases: elliott.keen@nationwide.co.uk
Credit Cards escalation contact: James Tipler Tel: 01604 854646
Nationwide Recoveries
Tel: 0800 464 3121 Fax: 01604 853506 Email: r ecoveries@nationwide.co.uk
PO Box 518, Northampton, NN3 6UQ
Unsecured Litigation Team, Lending Control, Nationwide Building Society, Kings Park Road,
Northampton, NN3 6NW Fax: 01793 656921 Tel: 0845 600 7072
If loans, current accounts or credit cards are subject to legal action you should contact the
relevant solicitor dealing with the account. If a solicitor has not been appointed the account will
remain with their internal litigation team:
NATIONWIDE SPECIALIST LENDING - THE MORTGAGE WORKS (TMW) & UCB MORTGAGES
Tel: 0800 077 8229 or 0800 328 3021 - Pre-Litigation Team Collections
Fax: 01202 562575 E-Mail: Specialist.Lending@nationwide.co.uk
Mortgage Tel: 0800 212 508 - Home Loans Tel : 0800 328 3021
Fax: 01202 562575 E-Mail: Specialist.Lending@nationwide.co.uk
Recoveries Litigation Team - Tel: 0800 028 3331 Fax: 0845 3020 102 E-Mail:
litigation.contacts@nationwide.co.uk
17 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.LPA Team including Mortgage Rescue Scheme (MRS) Cases LPA & MRS Tel: 0800 028 3219 LPA & MRS Fax: 01202 562458 LPA E-Mail:specialist.lending-ct@nationwide.co.uk Nationwide Building Society, Specialist Lending Control, Portman House Richmond Hill, Bournemouth, Dorset BH2 6EP ESCALATION POINTS In the first instance, if the originator is not happy with the output of a discussion with an Advisor, they should ask to be referred to the Team Manager. If the Team Manager cannot help a referral can be made to the d epartment. If you have exhausted all other channels and feel you still need to discuss a case, or you would like to raise a policy or general customer experience issue with Nationwide please contact: Gareth McNab, Money Advice Liaison Money Advice Liaison Manager. Email Gareth.McNab@nationwide.co.uk Tel: 01604 854 536 Fax: 01604 853 897 Mobile: 07525 104 52 NatWest/RBS Customers in financial difficulty - Tel: 0345 301 5441 Loans & Current Accounts - Collections NatWest Bank Tel: 0345 3015442. RBS Tel: 0345 3015425 Birmingham Collections, 4th Floor, 7-10 Brindley Place, Birmingham B1 2TZ The collections department deals with customers who have received a contact or a letter from the collections teams, if the customer is one payment down for loan(s), £250 over the limit on overdrafts, 60 or more day dormancy for standard current accounts & 90 day dormancy for student accounts. Loans & Current Accounts - Recoveries NatWest Bank- Tel: 0345 3015137 RBS: Tel: 0345 3015139 PO Box 16403, 7 Brindley Place, Birmingham, B2 2BU Use when a customer has received contact or a letter from Credit Management Services. If the customer is 2 payments or more down on their Loan or is in £500 excess limit on their overdraft. Credit Cards Services (financial difficulty - public number)- T el: 0370 3339091 Credit Card Services (general public number) T el: 0370 907 0010 Credit Cards Collections: Cards Collections & Recoveries PO Box 5747, Southend on Sea, Essex SS1 9AJ 18 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.
Credit Cards - Recoveries
Use when a customer has received contact or a letter from our Credit Management Services.
RBS & NatWest Bank - T el: 0800 585774
Cards Collections & Recoveries PO Box 5747, Southend on Sea, Essex SS1 9AJ
Mortgages - Collections Direct Line, One Account, First Active - If the customer is 2
payments or less down on their Mortgage
NWB - Tel: 0345 303 019 RBS - Tel: 0345 300 9635
Secured Collections, 7-10 Brindley Place, Birmingham, B1 2TZ
Mortgage - Recoveries - If the customer is 3 payments or more down on their Mortgage
NatWest Bank- Tel: 0345 303 0191 R BS- Tel: 0
345 300 9635
PO Box 16331, 7 Brindley Place, Birmingham, B2 2YA
Lombard Business Finance and Personal Loans
Lombard number: 0345 246 4203
Escalations: Paul Scott (paul.scott@lombard.co.uk) Tel: 01709 847842
Lombard, North Central, Cyan House, Adwick Park, PO Box 520, Wath Upon Dearne,
Rotherham,S63 5AD
Mint Credit Cards – Collections and Recoveries- Handle any queries relating to Credit Card
recoveries for Mint.
Tel: 0800 585 3774 PO Box 5747, Southend-on-Sea, Essex SS1 9JA
If you still need to escalate an issue after having used these contact details please contact Neil
Taylor Mobile: +44 (0) 7880 473005, Email: neil.taylor@rbs.co.uk
NCO Europe / RMA Resolve
Tel: 0330 060 1150
NCO Europe Ltd, New City House, 57-63 Ringway, Preston, England PR1 1AF
For issues of concern contact: resolve_DMC@ncoeurope.com
If matters still need to be escalated contact: Nicola Booth, Email:
nicola.booth@ncoeurope.com Tel: 01772 843069
NewDay
(Formerly GE Money Cards and then Santander Cards)
Number for Advice Agencies (Financial Solutions Unit) Tel: 0871 522 5791
New Day Limited, PO Box 700, Leeds LS99 2BD
19 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Northumbrian Water
Customer Service Contact Centre: 0345 266 0585
Debt Team: 01502 249137
Northumbrian Water, Customer Centre, PO Box 300, Durham DH1 9WQ
NRAM
See ComputerShare.
O2
Debt Management Team - Tel: 0800 902 0217
O2 Debt Management Team, PO Box 202 LU6 9AG
Small and Medium Business Collections - Tel: 0844 375 0203
O2 Small and Medium Business Collections Sweet XY, Arlington Business Centre, Milshaw Park
Lane, Leeds LS11 0NE
Escalation point: PaymentMgmentMan@02.com
O2 ask that the Payment Management Managers email contact should only be used when
it is really necessary to do so, and should not be used regularly or for all queries.
Opus
Tel: 020 7871 0464 O
pus Card Services, PO Box 136, Sheffield, S98 1HB
Opus accounts are now owned by New Day. They are no longer open to new customers. The
Opus cards were previously known as Citi Cards and were previously owned by Citibank
Financial.
Past Due Collection Services
Tel: 0141 951 6448
1 Blair Court, Clydebank, G81 2LA
Payday Express / Payday UK
20 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Tel: 0800 652 4661
Tel: Debt Management Care Team Team Tel: 0800 980 5443 Fax: 0800 652 4662
DMCenquiries@dfonline.com
Payday Express, PO Box 255, Bicester, Oxfordshire, OX26 4ZY
Payday OK
Tel: 020 8680 0990 F ax: 020 8680 0666
Unit 6B ZK Park, 23 Commerce Way, Croydon, Surrey CR20 4ZS
Note: This company has taken over the loans issued by for Cash Store Limited (no longer
trading) and operating as a debt purchase under the name SLL Capital.
Collections specialists who deal with client’s in Hardship and Financial Distress.
1) Joshua Hopkins Tel: 0208 253 4136 Email: Joshua@safeloans.co.uk
2) Vivek Mehta Tel: 0208 253 4139 Email: vivek@safeloans.co.uk
Safeloans have a client login self-help area where a customer can complete an online income
and expenditure form in line with the Common Financial Statement, - they are licensed by the
Money Advice Trust. Safeloans have provided this brief summary for convenience – it is not an
exhaustive guide to all their procedures dealing with clients in Financial Distress:
S
afeloans offer fixed sum payment plans starting from as low as £5 per week or £20 per month and
and incorporate £1 token payments while debtor information is being assembled by Debt advice
groups held for an initial 30 days which is extended by a further 30 days upon receiving confirmation
of a debt advice organisations involvement. They accept all payments tendered to a client’s account
and confirm that all interest and charges are frozen at the initial point of contact from client or Debt
Advice Organisation. They always try to direct a client to first seek the advice of a FREE debt advice
organisation such as CAB, Step Change, Payplan, National Debt Relief etc. so that all of the clients
disposable income goes towards paying off their creditors debts rather than paying fees to a
commercial debt management company which ultimately means less money is available to repay the
debts and the repayment period to discharge the debt will be longer. If a client requires Free
independent financial advice we direct them to the Money Advice Service.
Platform
Tel: 01752 236 550
Platform Collections Centre, PO Box 237, Plymouth, PL1 1WG
Provident (and Greenwood)
21 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Customer Services Line T
el: 0800 096 6064 Fax: 01274 724310
Provident customer services, No 1 Godwin Street, Bradford, West Yorkshire BD1 2LS
Email: pccsupport@provident.co.uk
To ensure that the Customer Services Team provides you with details of all your clients’
accounts, please send separate holding and offer letters where:
● your client has debts both to Greenwood and Provident
● your clients are a couple and both have separate debts to Provident/Greenwood.
Useful information
Once letter received by them they will contact local office to say about the agency involvement
and transfer the account to be managed from head office. Agents will no longer call nor will
letters be automatically generated.
F
or issues of concern
Ms Julie Turner, Customer Service Manager, Provident Financial Management Services Ltd, No 1
Godwin Street, Bradford, West Yorkshire, BD1 2SU
Complaints - Public number T
el: 0800 096 6064
To make a complaint or alter Provident/Greenwoods to a potential social policy issue, advisers
should write to: Customer Relations, No 1 Godwin Street, Bradford BD1 2SU
Or if it is more urgent contact:
● Peter Cundy Tel 01274 351407 Fax 01274 734749 peter.cundy@provident.co.uk
● Customer Contact Support Team Tel 01274 351554
● NB: The office is staffed from Monday to Friday from 0900 to 1700.
Please note when making a complaint Provident ask:
● Any adviser contacting us will need to provide a customer’s full name, address and
postcode.
● A
n adviser will also need to provide his or her own contact details and those of the
organisation the organisation he or she works for. As complaints may be provided by
phone, email or fax it will aid our response to know to whom, where and by what method
a response can be provided. (Ideally we would also like to have a customer number – this
can be found on the front of a customer’s payment book – however we should be able to
trace the vast majority of customer accounts from name and address details.)
● A ll complaints received will be systematically recorded on our existing complaints
database.
● R esponses will be provided within our current timeframe for complaints.
● W e will maintain a separate recording category for all free money advice complaints. This
category will be monitored on a regular basis (as are all categories of complaint).
22 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.QuickQuid and Pounds to Pocket
Customer Support Line - T
el: 0800 056 1515 (available 24/7)
Adviser/Debt Management hotline- Tel: 0
800 016 3314 (available M-F 8:00-20:00 & Sat
10:00-16:30)
Quick Quid have asked us to distribute the hotline number for use in cases that either
have not been properly addressed through normal communication channels and/or
require urgent action.
Example situations where hotline use may be appropriate include:
● If adviser believes we have not acted correctly or timely in establishing a suitable workout
● If collections activity persists after it is known a customer is working with an adviser and
immediate action is required
● When a Continuous Payment Authority needs to be revoked immediately and normal
cancellation processes have failed
● If a dispute has not been resolved to the adviser’s satisfaction through normal channels
Quick Quid and Pounds to Pocket encourage using standard channels of communication
whenever possible. Their resolution specialists will staff the hotline Monday-Friday 8:00-20:00
and Saturday 10:00-16:30. If for whatever reason your personnel are not able to get through or
need to contact us outside of operating hours, please leave a voicemail and our managers will
have someone ring back straightaway.
Rossendales Enforcement
Agents/Rossendales Collect Debt Collection
Enquiry and Payment Line- e nforcement agents - Tel: 0844 701 3980 Fax Line: 0844 701 3982
Rossendales Collect (i.e. debt collection NOT enforcement agent) Tel: 01706 833772
PO Box 324, Rossendale, BB4 0GE
Email: info@rossendales.com Email: W elfareDepartment@Rossendales.com
Complaints can be made in writing by email to complaints@rossendales.com or to
Complaints Department, Rossendales, PO Box 324, Rossendale, BB4 0GE
Rossendales Enforcement Agents complaint process can be found here:
http://www.rossendales.com/index.php/making-an-enquiry
Rossendales Collect Complaints ( ie the debt collection arm or Rossendales as distinct from the
enforcement agent/bailiff arm) can be made in writing by email to complaints@rossendales.com
or to: Rossendales Limited, PO Box 324, Rossendales, BB4 0GE
Telephone complaints can be made to the following number: 01706 833772
23 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Royal Bank of Scotland
SEE NATWEST
Santander UK PLC
Santander UK, A
AM230, 201 Grafton Gate East, Milton Keynes MK9 1AN
Unsecured collections
Unless indicated, opening hours are Mon-Fri 8.30am-7pm, Sat 9am-1.30pm
Bank Accounts inc. Instant Plus Accounts, 0800 587 1122
Basic Bank Accounts, Choice, Premier 21,
Flexi Plan, 11-15, 16-18 Accounts, New to
work, Further Education Accounts, Student
Banking
Unsecured Personal Loans inc Cahoot, 0800 678 3322
Santander Flexi Loans &
Santander Fixed Rate Loans
Cahoot MTA 0800 587 2211
Credit Cards
Mon-Friday 8:00 am to 7:00pm, Sat 9:00 am-1:00 pm
(where possible customers should refer to their letter to ensure their call is routed correctly)
Santander Credit Cards 0800 389 6655
Cahoot (Mon-Thu 8am to 9pm & Fri 8am-7pm) 0800 389 7897
Business & Professional Banking
Mon-Fri 9.00am-5pm
Business Bank Accounts 0800 085 0771
Business Credit Cards 0800 169 3371
Business Loans 0800 404 6185
24 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Secured Collections
Unless indicated, opening hours are Mon-Fri 8.30 am to 7:00 pm, Sat 9:00 am-1:30 pm
Santander Mortgages 0800 085 1226
Santander Mortgages (Alliance & Leicester a/cs) 0800 731 7553
MacDB Mortgages (ex National & Provincial)
(Mon-Fri 9.30am-5pm) 0800 085 0817
Secured Personal Loans (Mon-Fri 8.30am-5pm) 0800 085 0869
Complaints: Tel: 0800 171 2171.
Complaints, Santander UK PLC, PO Box 1125, Bradford BD1 9PG
Severn Trent
Severn Trent Water, PO Box 407, Darlington, DL1 9WD
General Billing and Debt Management Team: 0
3456 022777
Specialist Care & Assistance Team: 02477 624971
This team predominantly deal with all accounts for vulnerable customers. They also deal with
promotion of the Affordability Assistance Scheme & Priority Service Register so initial enquiries
should be made to the general billing team.
Shop Direct Finance Company Ltd - retail
brands Very (including Very Exclusive) and
Littlewoods
Note: Shop Direct have outsourced their liaison with third parties that handle client
funds, such as free debt management plan providers. Shop Direct ask that this type of
third party agency deals directly with NCO Europe/RMA Resolve (details are listed above).
As Citizens Advice advisers do not handle client funds, the below details can be used:
Financial Support Team
Credit Support
Sandringham House
Sandringham Avenue
25 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Chelmsford
CM92 1LE
Tel: 0800 092 9042
South West Water
Adviser Helpline T
el: 0800 083 0283
PO Box 4762, Worthing, BN11 9NT Email: customercontact@southwestwater.co.uk
Student Loans Company
Tel: 0141 243 3686
Customer Care Team, 100 Bothwell Street, Glasgow G2 7JD Email: customer_care@slc.co.uk
Tesco Personal Finance
Public numbers: Current Accounts T
el: 0345 835 3353 L
oans Tel: 0345 600 6016 Credit Cards:
0345 300 4278
Tesco Bank, PO Box 27028, Glasgow, G2 9FT.
Collections (loans), PO Box 27016, Broadway One, 199 Renfield Street, Glasgow G2 9FX
Mortgages- Tel: 0
345 217 2050
Tesco Bank Mortgage Operations, PO Box 1214, Cheltenham, GL50 9WL
Trusted Quid / Trusted Cash
Tel: 0191 450 0015 F
ax: 020 7023 4917
Stadium House Business Centre, Alderston Road, Livingstone EH54 7DN
Operations Manager: John Fettes, service@trustedquid.co.uk
TSB
Collections - for Account Specific Queries (Advisor use only, this number should not be given to
the customer) - Tel: 0345 600 8973
TSB Collections, PO Box 2230, Barnwood, Barnett Way, Gloucester, GL3 9ED
26 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Bank (Loans & Overdrafts) - for Customer use Tel: 0345 600 8973
Credit Card - for Customer use Tel: 0345 600 8972
Issues relating to TSB Bank policy and procedures: DMcSupplierManagement@tsb.co.uk
United Utilities
Adviser Helpline Tel: 0800 912 7238
Outreach manager dealing with advisers: C
arole.quinn@uuplc.co.uk 01925 429020
07767 298434
UKAR - UK Asset Recovery
See ComputerShare.
Vanquis Bank
Collections Department (customer and third party contacts) Tel: 0330 099 3003
Virgin Money
Payments and Financial Difficulty Tel: 0345 609 9837
Jubilee House, Gosforth, Newcastle-Upon-Tyne NE3 4PL
If matters cannot be resolved through the usual channels advisers can escalate them to:
Nick Watson Tel: 0191 279 8691 Mob: 07587 881160 Email: Nick.Watson@virginmoney.com
Vodafone
Vodafone Customer Services, Vodafone House, The Connection, Newbury, Berkshire RG14 2FN
Tel: 191 from a Vodafone mobile, or Tel: 03333 040 191 from other lines.
Small Business Customers (fewer than 5 lines) 191 from the phone or 033 3304 191 or +44 7836
191 191 (from abroad)
27 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Welcome Financial Services
Recoveries division - Tel: 0333 999 8917 F
ax: 0845 5432561 email: centralise@cattles.co.uk
Welcome Financial Services Ltd, Recoveries Division, Ruddington Fields, Mereway, Nottingham,
NG11 6NZ
Wescot
Tel: 01482 484606 Fax: 01482 590591 Email: contactus@wescot.co.uk
Wescot Credit Services Limited, PO Box 137, Hull HU2 8HF
Wessex Water
Tel: 0800 528 3838 E mail: c ustomer.services@wessexwater.co.uk. Social Policy Team, Bristol
Wessex Billing Services, 1 Clevedon Walk, Nailsea, Bristol BS48 1WA
www.wessexwater.co.uk
WhistleTree
See ComputerShare.
Woolwich
Secured - Tel : 0800 022 4022
Barclays Bank UK PLC, Barclays Financial Assistance, PO Box 8575, Leicester, LE18 9AW
This is for all Barclays and Woolwich secured residential mortgages (including buy to let)
Wonga
Telephone number: 0800 107 8140 Email: debtmanagement@wonga.com Fax: 0207 990 9494
Wonga.com Limited, Hardship Department, Sheffield S95 1AR
Key contact: Max Cochran, Hardship Development Manager Tel: 0207 2848 046
28 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Preferred payment methods in order of preference: Debit Card, Standing Order,
Over–the–counter Bank payment, Cheque, Postal Order
Wonga’s website: w ww.wonga.com
All complaint correspondence initially should be addressed to:
Complaints Officer, Wonga.com Limited, Sheffield, S9S 1AR
Yorkshire Bank Home Loans
Tel: 0844 693 3273 Fax: 0113 242 3788 Email: n
ational@national-collections.co.uk
Group Home Loans, First Floor, Merrion Way, Leeds LS2 8NY
29 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.Free, confidential advice. Whoever you are. We help people overcome their problems and campaign on big issues when their voices need to be heard. We value diversity, champion equality, and challenge discrimination and harassment. We’re here for everyone. citizensadvice.org.uk Published December 2018 Citizens Advice is an operating name of The National Association of Citizens Advice Bureaux. Registered charity number 279057 30 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.
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