creditor contacts - adviceuk€¦ · cash converters tel: 01928 737410 email:...

Creditor

Contacts

1 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers.

December 2018 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they are misused they will be withdrawn.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:

[email protected]

Thank you.

mailto:[email protected]


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.


Contents

● Acenden

● AIC - Allied International Credit

● Amigo Loans

● Anglian Water

● Aqua Credit Card

● Arrow Global

● Arvato

● Bank of Scotland

● Barclays

● Barclaycard

● Black Horse

● Bradford and Bingley - see

ComputerShare

● Brighthouse

● Bristol Water

● Cabot

● Cahoot

● Capital One

● CapQuest

● Cash Converters

● Cash Genie UK Ltd

● Collectica Enforcement Services

● ComputerShare

● Co-operative Bank

● Coventry Building Society

● Creation

● Credit Services Association

● Equita

● Express Finance (Bromley) Ltd

● Experto Credite

● Financial Ombudsman Service

● Fredrickson International

● Halifax Bank of Scotland - HBOS - (part

● M&S Bank

● Marbles

● Marston Group Enforcement Agents

● MBNA

● The Money Shop

● Nationwide

● Natwest/RBS

● NCO Europe / RMA Resolve

● NewDay

● Northumbrian Water

● NRAM (Northern Rock Asset

Management) - see ComputerShare

● O2

● Opus

● Past Due Collection Services

● Payday Express / Payday UK

● Payday OK

● Platform

● Provident (and Greenwood)

● QuickQuid and Pounds to Pocket

● Rossendales

● Royal Bank of Scotland - see NATWEST

● Santander UK PLC

● Severn Trent Water

● Shop Direct Finance Company Ltd -

retail brands Very (including Very

Exclusive) and Littlewoods

● South West Water

● Student Loans Company

● Tesco Personal Finance

● Trusted Quid / Trusted Cash

● TSB


of the Lloyds Banking Group)

● Hartlepool Water (part of Anglian

Water)

● HFC and Beneficial Finance

● HSBC

● Ikano Bank

● Intrum (formerly 1st Credit)

● J D Williams

● Landmark Mortgages - see

ComputerShare

● Link Financial

● Lloyds Banking Group

● Lowell

● United Utilities

● UKAR - see ComputerShare

● Vanquis

● Virgin Money

● Vodafone

● Welcome

● Wescot

● Wessex Water

● WhistleTree - see ComputerShare

● Woolwich

● Wonga

● Yorkshire Bank Home Loans

Acenden

Servicing mortgages for brands including Capstone, Southern Pacific and Preferred Mortgages

Customer services Tel: 0333 300 0426 Email: [email protected]

Payment enquiries/collections and litigation: Tel: 0333 300 0468 Email:

[email protected]

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 Tel: 0141 228 3137 Fax: 0141 221 2541

Email: [email protected]

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: [email protected]

Anglian Water

Extra Care Team Tel: 0800 085 7757

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: [email protected]

Arrow Global, PO Box 5469, Manchester M61 0LW

Arvato


Bank of Scotland

See Halifax Bank of Scotland


http://www.anglianwater.co.uk/


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)

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



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: [email protected]

Social Policy Team, Bristol Wessex Billing Services, 1 Clevedon Walk, Nailsea, Bristol BS48 1WA

www.bristolwater.co.uk

Bradford and Bingley

See ComputerShare.

Cabot

Tel: 0800 917 2226 Email: [email protected] Fax: 01732 521216

Cabot Financial Europe Limited, PO BOX 241, West Malling, Kent.ME19 4NA

For issues of concern contact: Ajay Mitha, Customer Support Team

[email protected]

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 [email protected]

http://www.bristolwater.co.uk/



Capital 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.

● 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: 0333 999 7239 Fax: 0333 999 7299 Email: [email protected]

Capquest Group, Templer Avenue, Farnborough, Hampshire, GU14 6FE



Cash Converters

Tel: 01928 737410 Email: [email protected]

Cash Converters UK Ltd, Innovation House, Aston Lane South, Preston Brook. Cheshire WA7 3FY

Complaints: Tel: 01928 70 6739 or by post to the above address

Note: an account may be dealt with by the local store, but these are their national details.

Cash Genie UK Ltd

General enquiries - Tel: 0845 956 9848 or 01473 297210 [email protected]

Collections team - Tel: 0800 046 8121 or 01473 297210 Complaints - Tel: 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

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


Mortgage Express, PO Box 629, DURHAM DH1 9JQ

WhistleTree customers




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: [email protected]

Debt Advice Analyst: Stuart Laidler

Tel: 0191 522 3981 Mob: 07554 223206 Email: [email protected]

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 [email protected]

Coventry Building Society

General Enquiries: 0800 121 8899 Website: www.coventrybuildingsociety.co.uk

Financial Difficulties Team: 0800 121 8765

Address: Coventry Building Society, PO Box 9, High Street, Coventry, CV1 5QN

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 Typetalk: 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


Fredrickson International


Fredrickson International Limited, PO Box 260, Weybridge, Surrey, KT13 0YH

Halifax Bank of Scotland - HBOS

(part of the Lloyds Banking Group)

http://www.csa-uk.com/




● All Bank of Scotland accounts e.g: personal loans and preference accounts (excluding

credit cards & current accounts) Tel: 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


● Complaints on behalf of customers re: 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:


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)

[email protected]

Hartlepool Water, 3 Lancaster Road, Hartlepool TS24 8LW

HFC and Beneficial Finance

NB: Part of HSBC

Customer Service - Tel: 0370 010 0453 P.O.Box 5055, Coventry CV3 9EF

Complaints - Tel: 0345 602 3793 P.O.Box 5207, Coventry, CV3 9FB

Collections - Tel: 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. Public 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


If matters cannot be resolved by this team please use this contact - (please note M&S Bank

is party of HSBC so these email addresses are correct). Emma Burke, Debt Recovery Manager,

HSBC Tel: 01244 686078 Mob: 07920 082562 Email: [email protected]

Financial hardship claims (with regards to charges)

Customer Service Centre, Arlington Business Centre, Millshaw Park Lane, Leeds LS11 0PP

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


Number for advisors – Complaints Team - Tel: 01737 235209

Compliance Team Leader: Rosa Mangiatordi - Tel: 01737 228571


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 [email protected]

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.

Link Financial

Public number Tel: 0800 064 4499 Third party team Tel: 02920 808 690

LINK Financial Outsourcing Ltd, PO BOX 30095, London SE1 7WU

The email address for all correspondence is: [email protected].

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

- [email protected]


Mortgage Rescue Scheme (Wales only)

For Mortgage Rescue Scheme (MRS) cases the contact details are:

Tel: 0845 6094440 or email - [email protected]

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

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

Tel: 0808 145 0363

Loans: 0800 096 128

Kate Leech 07787 530798

Anna Brocklehurst 07557 661435

Evening team:

Collections Tel: 0808 145 0360

Lucy Brewster 01273 636488

Dave Drake 01273 636488

Lowell

Public number: Tel: 0333 556 5733 Email: [email protected] (FOR CUSTOMERS Mon-

Fri 8.00-20.00 Sat 8.00-14.00)


3rd Parties: Tel: 0333 556 5983 Email: [email protected] (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

Lowell is committed to resolving complaints in a fair and consistent manner. A copy of its

complaints policy is available at www.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

[email protected]

M&S Bank

Tel : 0345 300 6135 (Public number - Tel: 0345 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: [email protected]

http://www.lowell.co.uk/




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

[email protected]

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: 0208 639 8826

Contact for issues of concern: [email protected]

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: [email protected]

The Money Shop Head Office, Castlebridge Office Village, Kirtley Drive, Castle Marina,

Nottingham NG7 1LD

Nationwide



Personal Loans, Flex Accounts and Mortgages in arrears. Tel 0800 464 3040

Nationwide, Lending Control, Kings Park Road, Moulton Park, Northampton NN3 6NW

Credit Cards Tel: 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: [email protected]

Credit Cards escalation contact: James Tipler Tel: 01604 854646

Nationwide Recoveries

Tel: 0800 464 3121 Fax: 01604 853506 Email: [email protected]

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: [email protected]

Mortgage Tel: 0800 212 508 - Home Loans Tel : 0800 328 3021

Fax: 01202 562575 E-Mail: [email protected]

Recoveries Litigation Team - Tel: 0800 028 3331 Fax: 0845 3020 102 E-Mail:

[email protected]

LPA Team including Mortgage Rescue Scheme (MRS) Cases

LPA & MRS Tel: 0800 028 3219

LPA & MRS Fax: 01202 562458

LPA E-Mail:[email protected]

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 department. 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 [email protected] 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)- Tel: 0370 3339091

Credit Card Services (general public number) Tel: 0370 907 0010

Credit Cards Collections:

Cards Collections & Recoveries PO Box 5747, Southend on Sea, Essex SS1 9AJ

Credit Cards - Recoveries

Use when a customer has received contact or a letter from our Credit Management Services.

RBS & NatWest Bank - Tel: 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 RBS- Tel: 0345 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 ([email protected]) 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: [email protected]

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: [email protected]

If matters still need to be escalated contact: Nicola Booth, Email:

[email protected] 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




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: [email protected]

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 Opus 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

Tel: 0800 652 4661

Tel: Debt Management Care Team Team Tel: 0800 980 5443 Fax: 0800 652 4662

[email protected]

Payday Express, PO Box 255, Bicester, Oxfordshire, OX26 4ZY

Payday OK

Tel: 020 8680 0990 Fax: 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: [email protected]

2) Vivek Mehta Tel: 0208 253 4139 Email: [email protected]

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:

Safeloans 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)

Customer Services Line Tel: 0800 096 6064 Fax: 01274 724310

Provident customer services, No 1 Godwin Street, Bradford, West Yorkshire BD1 2LS


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.

For 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 Tel: 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 [email protected]

● 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.


● An 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.)

● All complaints received will be systematically recorded on our existing complaints

database.

● Responses will be provided within our current timeframe for complaints.

● We 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).

QuickQuid and Pounds to Pocket

Customer Support Line - Tel: 0800 056 1515 (available 24/7)

Adviser/Debt Management hotline- Tel: 0800 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- enforcement 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: [email protected] Email: [email protected]

Complaints can be made in writing by email to [email protected] 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 [email protected]

or to: Rossendales Limited, PO Box 324, Rossendales, BB4 0GE

Telephone complaints can be made to the following number: 01706 833772

Royal Bank of Scotland

SEE NATWEST

Santander UK PLC

Unsecured collections

Unless indicated, opening hours are Mon-Fri 8.30am-7pm, Sat 9am-1.30pm

Bank Accounts inc. Instant Plus Accounts,

Basic Bank Accounts, Choice, Premier 21,

Flexi Plan, 11-15, 16-18 Accounts, New to

work, Further Education Accounts, Student

Banking

0800 587 1122




Unsecured Personal Loan s inc Cahoot,

Santander Flexi Loans &

Santander Fixed Rate Loans

0800 678 3322

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

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: 03456 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

Chelmsford

CM92 1LE

Tel: 0800 092 9042

South West Water

Adviser Helpline Tel: 0800 083 0283

PO Box 4762, Worthing, BN11 9NT Email: [email protected]


Student Loans Company

Tel: 0141 243 3686

Customer Care Team, 100 Bothwell Street, Glasgow G2 7JD Email: [email protected]

Tesco Personal Finance

Public numbers: Current Accounts Tel: 0345 835 3353 Loans 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: 0345 217 2050

Tesco Bank Mortgage Operations, PO Box 1214, Cheltenham, GL50 9WL

Trusted Quid / Trusted Cash

Tel: 0191 450 0015 Fax: 020 7023 4917

Stadium House Business Centre, Alderston Road, Livingstone EH54 7DN

Operations Manager: John Fettes, [email protected]

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

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: [email protected]

United Utilities

Adviser Helpline Tel: 0800 912 7238


Outreach manager dealing with advisers: [email protected] 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: [email protected]

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)

Welcome Financial Services

Recoveries division - Tel: 0333 999 8917 Fax: 0845 5432561 email: [email protected]


Welcome Financial Services Ltd, Recoveries Division, Ruddington Fields, Mereway, Nottingham,

NG11 6NZ

Wescot

Tel: 01482 484606 Fax: 01482 590591 Email: [email protected]

Wescot Credit Services Limited, PO Box 137, Hull HU2 8HF

Wessex Water

Tel: 0800 528 3838 Email: [email protected]. 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: [email protected] Fax: 0207 990 9494

Wonga.com Limited, Hardship Department, Sheffield S95 1AR

Key contact: Max Cochran, Hardship Development Manager Tel: 0207 2848 046

Preferred payment methods in order of preference: Debit Card, Standing Order, Over–the–

counter Bank payment, Cheque, Postal Order

http://www.wessexwater.co.uk/




Wonga’s website: www.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: [email protected]

Group Home Loans, First Floor, Merrion Way, Leeds LS2 8NY

http://www.wonga.com/



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

creditor contacts - adviceuk€¦ · cash converters tel: 01928 737410 email:...

Documents