Our promises

If your loan falls into arrears we make the following 10 promises on how we will deal with it:

  1. We will treat you with respect and courtesy at all times.
  2. We recognise that you don't want to be in arrears and we will always work with you to get you back on track as quickly as possible.
  3. We will only collect on cards or direct debits where we have an agreement with you to do so.
  4. We will do everything we can to respect your reasonable requests on how and when you wish to be contacted.
  5. We will always keep you informed and give you advanced warning before we take any action.
  6. We will never contact you more than necessary to come to the best possible solution.
  7. We will always attempt to collect from and contact the borrower first before approaching a guarantor for payment. We will continue to make every reasonable attempt to collect from the borrower as long as the account remains in arrears.
  8. We will never charge you for late or missed payments, letters, texts, phone calls or any of the work we do.
  9. We will only use courts to enforce a debt as a last resort, when all other possible alternatives have been exhausted.
  10. We will never repossess or force you to sell your home.