We're committed to treating people fairly and complying with - and aiming to exceed - industry best practice.
This means that we and the agency appointed to manage your account will work with you to find a payment solution that's tailored to your own situation.
It's important for you to know that you're not alone.
We have over 9.2 million customers, all of whom we are committed to working with, via our in-house servicer, Capquest, and our third party partners, to resolve their outstanding debt in a way that works for them. In return, we ask that you work with us with the same openness and honesty.
We always strive to provide our customers with the best service and to ensure all of our customers are treated fairly. We accept however that sometimes things go wrong which is why we have a robust complaint resolution process in place. We regularly report on the volumes of complaints received to the FCA. If you would like to see the data in relation to complaints we received between 1 July 2018 to 31 December 2018 please click here