Creditor Contacts January 2021 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are to help deal with situations that cannot be resolved through normal channels, and if they are misused they will be withdrawn.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. 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 1 st 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 is 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 AA Acenden Advantis Credit Ardent Credit Services AIC - Allied International Credit Amigo Loans Anglian Water Aqua Credit Card Arrow Global Arvato Avant Credit Bank of Ireland Bank of Scotland Barclays Barclaycard Birmingham Midshires Black Horse Brighthouse Bristol Water Bradford and Bingley Cabot Cahoot Capital One Capital Resolve CapQuest Cash Converters Cash Genie UK Ltd 3 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers. Collectica Enforcement Services ComputerShare (formerly UKAR) Co-operative Bank Coventry Building Society Creation Credit Services Association Equita Express Finance (Bromley) Ltd Experto Credit Financial Ombudsman Service Fredrickson International Halifax Bank of Scotland - HBOS Hartlepool Water HFC and Beneficial Finance HSBC Ikano Bank Intelligent Finance Intrum (formerly 1st Credit) J D Williams Landmark Mortgages Link Financial Lloyds Banking Group Lowell M&S Bank Marbles Marston Group Enforcement Agents MBNA The Mortgage Business (TMB) The Money Shop Nationwide NatWest/RBS 4 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers. NCO Europe / RMA Resolve NewDay Northumbrian Water NRAM O2 Opus Past Due Collection Services Payday Express / Payday UK Payday OK Platform Provident (and Greenwood) QuickQuid and Pounds to Pocket Rossendales Enforcement Agents/Rossendales Collect Debt Collection Royal Bank of Scotland Santander UK PLC Severn Trent 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 United Utilities UKAR - UK Asset Recovery Vanquis Bank Virgin Money Vodafone Welcome Financial Services Wescot Wessex Water WhistleTree 5 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers. Woolwich Wonga Yorkshire Bank Home Loans AA PO BOX 2138, Belfast, BT1 9RX Mortgages: 0345 300 8000 Credit Cards: 0345 600 5606 Loans: 0345 266 0124 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 Advantis Credit Mintons Hollins Building, Shelton Old Road, Stoke-on-Trent, ST4 7RY Tel: 01782 401 100 Email: [email protected] Ardent Credit Services Ardent Credit Services Ltd, 1st Floor Moorgate Point, Moorgate Road, Knowsley Ind Park, Merseyside, L33 7XW Email: [email protected] 6 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers. AIC - Allied International Credit Tel number for advice agencies: Tel: 0141 228 3055 Adamson House, Towers Business Park, Didsbury, Manchester M20 2YY Email: [email protected] 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 [email protected] 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 7 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers. Tel: 0800 130 0169 Email: [email protected] Arrow Global, PO Box 5469, Manchester M61 0LW Arvato Email: [email protected] Avant Credit Avant Credit, 11-12 Hanover Square, London, W1S 1JJ, Tel: 0800 610 1516 Email: [email protected] Bank of Ireland Bank of Ireland (UK) plc, Bow Bells House, 1 Bread Street, London, EC4M 9BE Customer Enquiries: 0345 850 1234 Credit Cards: 0345 309 8099 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) 8 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and other free-to-client debt advisers. Barclaycard Tel: 0800 161 5220 email: [email protected] 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 Birmingham Midshires Secured Pre-Arrears - if the customer has not yet fallen behind with their mortgage payments Tel: 0808 145 0692. Birmingham Midshires, Cawley House, Chester Business Park, Chester, CH4 9FB. Secured collections - if the customer is already behind with their mortgage payments Tel: 0808 145 0369. Birmingham Midshires, Cawley House, Chester Business Park, Chester, CH4 9FB. 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: [email protected] 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 9 Confidential - Creditor Contacts for IMA members, AdviceUK advisers and