What you'll do
- Understand the response options available to you
- Pick the option that fits your situation
- Include your reference number in every reply
- Send your response through a recorded channel
- Keep a copy for your own records
5 min
Your options
A first notice is not a demand to pay on the spot — it is an invitation to resolve the account. You have several reasonable ways to respond, and choosing one keeps the matter moving in your favour.
Responding step by step
Work through these to send a clear, recorded reply.
- Choose your response. Pay in full, propose a payment plan, ask a question, or dispute the amount.
- Quote your reference number. Put it at the top of any message so your reply is matched to the right account.
- Be clear and brief. State plainly what you want — for example, more time, a payment plan, or details of the debt.
- Send it on record. Use a written channel such as our contact form or email so there is a clear trail.
- Keep a copy. Save what you sent and any reply you receive.
If you need time
If you simply need a little time, say so. We would far rather hear early that you need time than receive no response at all. The payment plan guide explains how we can help when paying in full is not possible right now.
Good to know
- A first notice invites a response — pick the option that fits you
- Always include your reference number so the reply is matched correctly
- Reply in writing and keep a copy
FAQ
What if I only want to ask a question?
That is a perfectly good response. Asking a question still counts as engaging and keeps your options open.
Should I reply by phone or in writing?
Either is fine, but writing leaves a clear record. If you call, you can ask us to confirm the outcome in writing afterwards.
What if I cannot pay anything yet?
Tell us. You can propose a plan or ask for time, and we review every reasonable request fairly.
Still not sure? Our team is happy to talk it through.