Important customer update

We issued a public apology in June 2014 regarding two issues; the historical debt collection practice and certain system errors.

Please see below for an update on these issues.

Historical debt collection practice

All of the customers who have been affected by the historical debt collection issues have now been identified and we have sought to communicate with these customers directly.

If you think that you may have been affected but have not received communications from us regarding this issue then please call our customer service team on our freephone number, 0800 840 0836 or national call rate number, 0333 005 0836.

If you have been identified as being affected by these issues and you would like to check or update your contact details, please call us directly to have these changed.

We are now in the process of writing to affected customers with details of their compensation. If you have not received your Redress Letter yet, please be assured that we are working hard to get this to you as quickly as we can. We are conducting thorough investigations into the comprehensive records we hold for you to ensure your case is dealt with appropriately. You do not need to do anything at this stage.

Click here to read our FAQs, including more on the compensation process

System errors

We are continuing to identify all customers who have been affected by certain system errors. We will be attempting to contact all customers shortly to let them know if they have been identified as affected or not and whether we believe they are entitled to compensation.

Click here to read our FAQs.

Additional information

If you are identified as being affected by both the historical debt collection practice and system errors, please expect to receive multiple communications from us as we will deal with both issues separately in order that any compensation due to you is processed quickly.

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