Myth: Lowell agents are making a commission from my payments

Some customers may mistakenly think that Lowell agents make a commission from payments they make to us. This isn't true because our agents do not work on a commission basis. They're here to help you figure out the best way forward for you and your account.

If we do get in touch with you, it's because we've legally purchased your debt and want to understand your circumstances, so we can find the best solution to help restore your financial health.

How Lowell agents will work with you

Lowell agents will always take the time to listen to you and understand your circumstances. From there, we can help you find the best support that suits your situation. We also understand that when repaying debt, factors in your life can change quickly, that's why we provide flexible options so that you can change your plan if your circumstances change.

If you feel a little nervous about approaching your debt, we completely understand so please don't worry. We're here to help you with anything you need and explain the process as clearly as possible. Whether you want to discuss your debt with us over the phone or through our Live Chat, our agents will always be reassuring and supportive of your situation.

One customer told us that one of our agents "helped in so many ways, and made the process completely painless"[1] which is exactly what we aim to do. Another mentioned that they were "treated with respect and courtesy, but above all, was not judged"[2] after working with us.

We're dedicated to helping you manage your situation and we will always address the emotions you are going through to provide manageable solutions.

Lowell agents do not make a commission from your payments

Lowell agents do not make a commission from payments made by customers, and our agents and customer service staff are not targeted on collecting payments from our customers.

Whether we contact you by phone, email or letter, or you get in touch with us, our agents will not make a commission. Our focus is to help restore your financial health at a pace that suits you, and we take our responsibility to our customers very seriously.

At Lowell, our agents are trained to listen and be empathetic to any situation you might find yourself in. We are experienced in helping customers that are going through a difficult time, and we will always be patient to help you find the solution that's best for you.

If you have any questions or are seeking more information, just get in touch to find out how we can help you.

Lowell agents are here to help get the right outcome for every customer

We will work with you to understand your circumstances and come to the right outcome for you based on your situation. It might be that you need some time to seek financial advice, so we'll provide details on how you can access free, impartial debt advice through one of our recommended charities like StepChange, and give you the time you need to do this.

Alternatively, you may be in a position to complete an affordability review and be able to pay right away or set up an affordable plan, which then takes you one step closer to restoring your financial health.

A Lowell agent make refer you to our quick, free and easy online budget calculator if you don't have your financial details to hand when we chat with you. This will help you work out how much money you have coming in and going out, which will help you understand how much you can afford to pay back.

Lowell agents do not make a commission from payments made by customers, and our agents and customer service staff are not targeted on collecting payments from our customers.

Lowell agents will help you get back on track

Of course, we want to help you pay your debt but we'll never expect you to pay back what you owe in large lump sums. Instead, we provide easy and manageable payment plans that are affordable for you. We might check in with you every so often, just to make sure your plan still works for you. But remember, you can get in touch with us at any time. You don't need to wait for us to contact you if you are worrying about repayments or anything else.

More information is explained on our Next Steps page, taking you through the different situations you may find yourself in and how we can help every step of the way.

You can manage your account without calling us

At Lowell, we are on a mission to help ease any anxieties you have to start becoming debt-free with us. We understand that it can be hard to discuss your debt journey with one of our team over the phone and that you may not feel comfortable ringing us.

If you would prefer not to speak to someone, you can manage your account online through our customer portal. You can easily complete your budget calculator and payment plan, without having to worry about picking up the phone.

To learn more about how we can support you, visit the Lowell blog. Or head over to our debt hub guide, which is filled with helpful information. 


  • Published by Libby Davies on 15th March, 2022
  • [1] Original TrustPilot review left on Monday 14th March, 2022 at 8pm by Vic, verified Lowell customer¬†
  • [2] Original TrustPilot review left on Tuesday 15th March, 2022 at 10.30am by Michele K, verified Lowell customer

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