Administration Order

An Administration Order is a way to repay debts if you are unable to afford the full repayment each month. You must owe less than £5,000 and have a County Court Judgment to apply for an administration order.


An advisor or money advisor is someone who works with you to evaluate your current circumstances and work out how much you can afford to pay towards any debts. They can also help you to plan for any big life events. Often their services are offered free of charge.

Annual Statement

The Annual Statement is a document issued from Arrow Global, as required by the Consumer Credit Act 1974, to a customer every year informing them of the balance owing on their account.


An account is classified as in arrears if payments are missed or partly missed when they are due. This can refer to one or multiple missed payments or partly missed payments. Accounts will remain in arrears until the shortfall is made up.

Arrow Key

An Arrow Key is the unique identification number attributed to each customer account by Arrow Global. You will usually be asked for this number when you call to speak about your account, and it can be found on the top of any correspondence you receive directly from Arrow Global, such as an Annual Statement.

Attachment of Benefits

Attachment of Benefits is a method the Department of Work and Pensions (DWP) can use to enforce the payment of a debt. The DWP will deduct money from certain benefit payments and pay it to your creditor.

Attachment of Earnings

Attachment of Earnings is a method the courts can use to enforce repayment of a debt. The court will order that your employer deduct a proportion of your earnings and pay it to the court, the court will then send the money to your creditor.



Bankruptcy is a legal procedure where the courts can write off debt that you can't pay back in a reasonable amount of time. If you have any assets, they are likely to be sold to pay back your debt. To find out more, go to


A Beneficiary is someone who is or has received assets or profit from a trust, an estate or an insurance policy, when the conditions within the relevant contract are met.


A Budget is a list of all the money you've got coming into your household (your income) and all the money you spend (your expenditure), each month. If you take your expenditure away from your income, it shows you if you've got a budget deficit or a budget surplus.

Budget Deficit

Budget Deficit is the amount by which your expenditure exceeds your income.

Budget Surplus

Budget Surplus is the amount by which your planned expenses exceed actual expenses.


Budgeting is an organised plan for spending during any given period. Budgeting is useful if you have limited money to see you through each month/year and can be a useful tool in managing money.


Certificate of Satisfaction

This is a document from the court certifying that money ordered by the court to be paid, has been paid.

Charge for Payment (Scotland)

A Charge for Payment is a formal demand for payment of a debt following the issuance of a decree. It requires you to pay the debt in full within 14 days, failing which the creditor may proceed with further activity.

Charging Order

A Charging Order secures a sum payable under an order of the court against certain types of assets you may own (such as land). If, for example, you have a County Court Judgment and you own a property or land, your creditor could apply for a charging order over your property or land.

Consumer Credit Act / CCA Request

As per the Consumer Credit Act, you have the right to request a copy of your credit agreement from the creditor, along with a current statement of the account and the terms and conditions. You can do this by writing directly to Arrow Global and making a request. Arrow Global may need to refer to the original creditor of your account in order to obtain the relevant documentation.

Consumer Credit Act 1974 (CCA)

The CCA is an Act of Parliament which provides consumers with rights regarding credit related issues.

County Court Claim

A County Court Claim is a legal process your creditors can use to collect an outstanding debt.

County Court Judgment

A County Court Judgment is a court order that tells you what you must to pay towards a debt.

Credit File

A Credit File is the information held by the Credit Reference Agencies (CRAs) about you. It contains information about your credit history, including payments of mortgages, credit card accounts, mobile phone contracts and utility bills etc. Your Credit File may also include information about any types of credit you have applied for.

Credit Rating

Your Credit Rating is the score a creditor allocates to you once they have assessed the risk of lending to you. Many creditors will use different information to assess the risk of lending to you and will score you differently. Your Credit Rating is determined by your Credit File which is collated by the Credit Reference Agencies.

Credit Reference Agency (CRA)

Credit Reference Agencies are companies that hold information about potential or current borrowers. This information is obtained from public sources (such as the electoral roll and court judgments) as well as from providers of credit (including banks, phone providers, utility providers, credit card companies and mortgage providers). Information collected includes: whether payments to other lenders have ever been missed; the amount the consumer already owes; and the amounts already repaid by the consumer. This information is then used by lenders to assess the risk of lending to a consumer.

There are three main CRAs in the UK. These are:
Call Credit


A creditor could be any company or individual who lends money, or provides a service or goods for a fee. This includes banks, mobile phone providers and mail order companies.

Customer Service Agent

A Customer Service Agent is someone who works with you to evaluate your current circumstances, and work out how much you can afford to pay towards your outstanding balance.



A Debt is an amount of money owed.

Debt Adviser

A Debt Advisor is someone who works with you to evaluate your current circumstances and work out how to manage your debts.

Debt Arrangement Scheme (DAS) (Scotland only)

The DAS is a debt management tool introduced by the Scottish Government and accessed through an approved money advisor (see The DAS is designed to allow the repayment of multiple debts over an extended period of time.

Debt Collection Agency (DCA)

Debt Collection Agencies (DCAs) collect debts owed to creditors on behalf of those creditors.

Debt Consolidation

Debt Consolidation usually involves taking out a new loan and using the money to repay other debts.

Debt Management Plan (DMP)

A Debt Management Plan is a plan under which you agree with your creditors, via a third party debt manager, to make an agreed regular sustainable payment amount towards your debt(s). It is a solution for people struggling to keep up with their contractual payments, but who still have money available to pay towards their arrears after all essential living expenses. The plan is arranged by a third party, such as the StepChange Debt Charity. They will contact your creditors with a proposed schedule of payments. If the creditors agree to the proposed schedule, you make one payment to the third party arranger every week or month, which ever appropriate, and they then allocate the funds between your creditors in accordance with the schedule of payments. Learn more

Debt Payment Programme (Scotland only)

A Debt Payment Programme is the name given to the formal repayment programme provided under the DAS ( A Debt Payment Programme lets you repay your debts over a realistic amount of time without the threat of court action from your creditors.


A Debtor is someone who owes money.

Decree (Scotland)

A Decree is a judgment or order, issued by the Scottish courts which orders you to pay a debt to a creditor.

Default Notice

A Default Notice generally follows letters already sent to you advising that your account is in arrears and asking for payment. The default notice will inform you of the action you are required to take to prevent termination of the agreement and a default being registered at the Credit Reference Agencies (CRAs).

Diligence (Scotland)

Diligence is the term for debt enforcement.

Direct Debit

A Direct Debit is an instruction that you give to your bank or building society to pay a certain person or company each month. A Direct Debit instruction can be for a variable amount.

Disposable Income

Disposable income is the amount of money which you have available to spend after you've paid for your household bills and essential living expenses.


Fair Processing Notice (FPN)

This is sometimes known as a ‘privacy notice’ and is a legal notice which explains how someone's personal data will be processed. This includes how it will be obtained, used, recorded, shared and protected.

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service is a free and independent authority whose role is to settle complaints between financial businesses and their customers. However, you must try to resolve the problem with the business first and it has eight weeks to get back to you. If you still aren't satisfied with its response or if you haven't received a response after the eight weeks, you can then complain to the FOS who will listen to both sides of the story and base a decision on the facts available.


I&E (Income and Expenditure Form)

An I&E form is a document that allows you to calculate any surplus funds you may have by recording your regular incomings and outgoings. This is a useful tool for budgeting and can be used by creditors to evaluate your affordability on any outstanding amounts. Third Party Debt Management companies may also ask you to complete an I&E in order to assess your current situation.


Income is any money you receive, for example wages, pensions or benefits.

Individual Voluntary Arrangement (IVA)

This is a legally binding agreement between you and your creditors. In accordance with an IVA, you usually agree with your creditors to pay back an agreed proportion of your debts over a set amount of time.

To find out more, go to


Insolvency is a generic term used to refer to a number of legal processes and agreements, including bankruptcy, trust deeds and debt relief orders.


A person or a company is insolvent when they are unable to pay their debts as they fall due and any assets they own are worth less than the amount of money they owe.


Monthly Expenses

Monthly expenses are expenses you pay for each month. They include your household bills and payments of your debts.


Notice of Assignment (NoA)

This is a document that is sent to a customer, as required by the Consumer Credit Act 1974, when their account is purchased by another creditor from the previous owner. The notice explains who owns the account, who to contact with queries about the account and may also explain how to make repayments.


Notice of Sums in Arrears (NoSiA)

This is a document that is sent to a customer, as required by the Consumer Credit Act 1974, when they are in arrears with repayments on their loan. Usually, this will occur if your account reaches two or more payments behind what you are supposed to pay.

You will receive further NoSiA letters every six months thereafter for as long as your account remains in arrears i.e. until the full amount of arrears has been repaid (including all interest and/or default sums), or until a judgment is made in relation to the sums payable under your agreement.


Original Creditor/Originator

An Original Creditor or Originator is a company or individual who lends money, or provides a service or goods for a fee. This includes banks, mobile phone providers and mail order companies. Arrow Global purchases accounts from these companies, therefore becoming the ‘creditor’ of the account.


Payment Holiday

A Payment Holiday is where a creditor agrees that you can stop making payments of your debt for a fixed period of time.

Payment Plan

This is an informal plan agreed between an individual and a creditor directly and is often referred to as an 'arrangement to pay' or ATP. Here, an individual agrees to make sustainable, regular payment amounts towards their debt(s). It can be a solution for people struggling to keep up with their contractual payments, but who still have money available to pay towards their arrears after all essential living expenses have been taken into account. It is generally subject to an assessment of an individual's circumstances and affordability.

PPI (Payment Protection Insurance)

PPI or Payment Protection Insurance is a type of insurance that is sold alongside loans, credit cards or mortgages. It covers repayments for a set period of time if you can’t pay because of an accident, illness or unemployment.


Sequestration (Scotland)

Sequestration is the Scottish legal term for bankruptcy. It's the legal procedure to write off debt that you can't afford to pay back in a reasonable amount of time. If you've got any assets they will be sold to pay back your debt.

Statutory Demand

A Statutory Demand is a written request (in the form prescribed by law) from a creditor that demands you pay a debt within 21 days. If after 21 days the debt is not paid or set aside by the court, the creditor can start bankruptcy proceedings.

Subject Access Request

A Subject Access Request (SAR) is a request to a creditor from an individual for a copy of all information relating to their account. The creditor then has 40 day to supply the information. There is usually a £10 fee associated with a SAR.


Third Party Debt Manager

A Third Party Debt Manager helps individuals or households to manage their debts. The third party will contact your creditors on your behalf and arrange payments based on what you can afford. They will usually consolidate your payments into one monthly payment, meaning that you don't have to deal with multiple creditors.  Learn more

Time Order

A Time Order is a court order which gives you more time to pay a debt if you've missed a payment. It can change the amount you have to pay each month or the term left on the credit agreement.