What you'll do
- Know why we confirm your identity at the start
- Understand how a call is conducted
- Follow the flow of a typical call step by step
- Verify a call is genuine if you are unsure
- Get the outcome confirmed in writing
5 min
Identity comes first
Before we discuss an account, we confirm we are speaking with the right person. This protects your privacy by ensuring account details are only ever shared with the account holder. We may ask you to confirm some details the original creditor provided.
How a call goes
A typical call follows this flow.
- Introduction. We identify ourselves and explain why we are calling.
- Identity check. We confirm we are speaking with the account holder.
- The account. We explain the amount, the original creditor and your reference number.
- Your options. We talk through paying, a plan, a question or a dispute.
- Next steps. We agree what happens next and how it will be confirmed.
If you are unsure, or want it in writing
If you are ever unsure about a request for information, you are welcome to end the call and call us back using the number published on this website — we will never object. To keep a record, ask us to confirm the outcome in writing, or use the getting it in writing guide.
Good to know
- We confirm your identity first to protect your privacy
- You can end a call and ring back on our published number anytime
- Ask for the outcome of a call to be confirmed in writing
FAQ
Why do you ask me to confirm my details?
To make sure we are speaking with the account holder, so account information is only ever shared with the right person.
Can I call back to check a call was genuine?
Yes. You are welcome to end the call and ring us back using the number published on this website. We will never object.
Can I get what we discussed in writing?
Yes. Ask us to confirm the outcome of the call in writing so you have a clear record to refer back to.
Still not sure? Our team is happy to talk it through.