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FAQs

Find more information on your account, who we are and how to make payments. Learn how debt affects your credit file and what that means for you. If you need any more help or support, contact us and we’ll do our best to answer your questions.

Pink neon-lit question mark - Our Frequently Asked Questions provide the answers to the commonly asked questions

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About Lowell
Who are we?

Lowell Financial Ltd (Lowell) are part of the Lowell Group. We are authorised by the Financial Conduct Authority, are members of the Credit Services Association and have been awarded Gold status for customer service from Investor in Customers.

If your account is being handled by Lowell, then you’re in safe hands - we support our customers in a number of ways.

How will Lowell work with me?

Every day we help thousands of people repay their accounts, and we’d like to help you do the same.


We will:

  • Listen, support and provide options to help you find the right solution
  • Engage with you, keep you informed and be fair, polite and courteous
  • Be flexible to your circumstances and adapt our approach to meet your changing needs
  • Protect your personal data

 

We won’t:

  • Add any interest or charges – every penny you pay helps clear your balance
Why do I owe you money? I’ve never taken out credit with you.

Lowell purchase debts from other companies. The debt you have with us may have been credit taken out with a phone company, a bank, insurance company or retailer. Once Lowell purchase a debt, we are the legal owners and the outstanding balance is owed to us.

If you have any confusion about what your debt is for, please contact us and we can answer any questions you may have.

 

Contacting Lowell
How much does it cost to contact Lowell?

Calls from a landline will be charged at a local rate.  Mobile phone charges vary by network provider. Contacting us by email is free.

What times are you open?

Monday-Friday from 8am-8pm, and on Saturdays from 8am-2pm. To get in touch, call us on 0333 556 5551 between these times - our friendly team are awaiting your call.

Why are you trying to contact someone who doesn't live at my address?

When we buy an account from a company, they provides us with contact details for the customer. If we're trying to contact someone who doesn’t live there, please let us know by email or phone using our contact details.

I've missed a call or had a letter from you - what should I do?

If we’re trying to get in touch with you, you should have already received a letter from us letting you know that we've bought one of your accounts.

Register on our website to view the details of your account, use our budget calculator and set up a repayment plan. You can also make a one-off payment towards your balance. To register you’ll need your Lowell reference number, which you can find on any of our letters.

If you want to speak to us, you can call or email us using our contact details and one of our team will be happy to help.

What will happen if I contact you?

If you get in touch, we’ll ask you a couple of questions to confirm your identity. Then we’ll have a chat to get an understanding of your circumstances and help you find the right solution. We won’t ask you to pay more than you can afford.

Why is another company contacting me about Lowell?

We work with a number of trusted debt recovery partners. If we pass your account to one of our partners, they’ll get in touch and work with you to set an affordable repayment plan on our behalf.

For details of the company managing your account, register or log in to our website. You’ll just need your Lowell reference number.

I don’t believe this is my debt – what can I do?

Please contact us as soon as possible. We can provide you with further details of the account and if necessary, investigate your query with the original creditor. 

How do I make a complaint?

To register a complaint, please contact our Customer Relations Team on 0800 542 0058, Monday to Friday, between 8.00am and 6.00pm or by email at complaintsresolution@lowellgroup.co.uk.

View our Complaints Procedure page. You can also call our Customer Relations Team who will provide you with a copy of our complaints policy.

Complaints Data

To view our latest Complaints Publication Report click here.

Why do you need my personal details?

We appreciate that some people may feel uncomfortable sharing their personal details over the phone. Please rest assured that your privacy is our absolute priority, and we will always ask that you provide your personal details in order for us to complete checks. This is so that your private information is kept secure and is only revealed to you (or anybody that you have authorised to discuss the account).

Can I talk to you about my mental health?

We welcome any information you’re willing to share that helps us understand your circumstances. Our team are trained to listen and take your situation into consideration. They will be patient and empathetic.

What do I do if I think a call from Lowell is a scam?

If you ever receive a call from Lowell that you do not believe is us, always hang up and call us directly to let us know. For further information, read our tips on what to do if you receive a suspicious call or you think you’ve been a victim of fraud.

 

 

Can't find what you're looking for?

If you have any more questions, we’re always on hand to help. Email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. We’re available from 8am to 8pm Monday to Friday, and 8am to 2pm on Saturday.

 

How do I make a payment?

Register to set up a repayment plan online and keep track of your progress to becoming debt-free. Manage your account without even having to pick up the phone.

 

My Accounts
Where can I get information about my account?

You can view all of your account information by registering or logging in to access your account online. To register you’ll need your Lowell reference number, which you can find on our letters. 

If you have any further questions, you can contact our team using our contact details. We will be happy to answer any queries you may have.

Can someone else manage my account for me?

With your permission, we’ll work with anyone you choose to act on your behalf. We regularly work with debt management companies or partners and family members who are helping our customer with their finances.

If you want a third party to manage your account on your behalf, please call us or send us your signed permission by email or post using our contact details.

How do I register to manage my account online?

You can register here to manage your account online. It’s easy and takes only a few minutes. You’ll need your Lowell reference number.

I've forgotten my online password. What do I do?

You can reset your password quickly and easily using the ‘My Accounts’ page.

How can I find out what information you hold about me?

Here at Lowell, we take privacy very seriously. If you have a question, or wish to make a request for information under the General Data Protection Regulation (GDPR), please contact us with full details of your request. We have a specialised team trained to handle these requests and who will be happy to review and provide the relevant information in writing.

 

Can I combine all of my accounts together?

Unfortunately not. As we purchase accounts from a variety of companies, we are unable to combine the accounts together. However, if you have multiple accounts with us, you can spread your payment amount between them to make things easier. We can also set payment arrangements on each of your accounts for the same date and payment method if this is suitable for you.

Do you add interest/charges to my balance?

No. We want to make it easy and affordable for our customers to become debt free. Once we've purchased the account from the original creditor we will not add interest or charges, so every penny you pay goes towards clearing your debt.

Can't find what you're looking for?

If you have any more questions, we’re always on hand to help. Email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. We’re available from 8am to 8pm Monday to Friday, and 8am to 2pm on Saturday.

 

How do I make a payment?

Register to set up a repayment plan online and keep track of your progress to becoming debt-free. Manage your account without even having to pick up the phone.

 

My Payments
How do I make a payment?

You can use our budget calculator to work out what you can afford, then set up a repayment plan or make a one-off payment online.

If you’d prefer to speak to someone, get in touch using our contact details and one of our team will be happy to help. However you choose to contact us, we’ll help you find a solution that’s right for you and your circumstances.

What are my payment options?

We accept a range of payment methods. Click here to view details of how you can pay.

How will my payments be applied?

How your payment is applied depends on the payment method:

Direct Debits

When you set up a Direct Debit to pay your Lowell account, we will apply for the payment automatically on the date of your agreed repayment plan. Please ensure that funds are available in your bank account on the agreed date. The payment will show on your bank statement on the same day unless it is a bank holiday – in which case it will appear on the next working day. All payments made by Direct Debit are covered by the Direct Debit Guarantee.

Card payments

When you set up a recurring debit card payment using a Continuous Payment Authority (CPA) we will apply for the payment automatically on the date of your agreed repayment plan and the amount will be debited from your card straight away.

What happens if I make additional payments?

When you make payments by Direct Debit or a CPA on your debit card, we will apply for your planned instalments in line with your repayment plan. 

If you make an additional payment that is not part of your repayment plan, we will apply the following rules and leave your planned instalments in place. 

  • If the repayment plan is in arrears (because previous payments have failed), the additional payment will be used to pay off the arrears.
  • If there are no arrears, the payment will reduce the owed balance of the account further and we will apply for the next instalment of your repayment plan as normal.
What happens if I miss a payment?

If you’re making Direct Debit or debit card payments on a monthly or 4-weekly basis and your payment fails (for example due to insufficient funds) we‘ll let you know and re-apply for the payment 14 days after the instalment was due. If this also fails we’ll attempt to take the next instalment on your repayment plan.

If the second instalment on your repayment plan fails, we’ll re-apply for this payment 14 days after the instalment was due. If this also fails, we’ll cancel the payment arrangement and get in touch with you to understand how we can find a more suitable arrangement.

If you’re making Direct Debit or debit card payments on a fortnightly or weekly basis and your payment fails, we will let you know about this but we won’t re-apply for the missed payment. If we have to cancel your repayment plan we will contact you to work out something more suitable.

What if my last payment is less than my agreed repayment amount?

If the final payment on your repayment plan is less than your agreed regular amount (i.e. instalments of £20 and a final payment of £12), we won’t take more than the final payment due.

Can I make payments to my account without setting an arrangement?

If you’re making payments to us we will check to see if you have a repayment plan in place. If you don’t have a repayment plan in place the payment will still be credited to your Lowell account, but we may still contact you to set up a flexible payment arrangement to suit your circumstances.

How much do I have left to pay?

The easiest way to keep track of your account balance and payments is to register or log in. You’ll just need your Lowell reference number.

I’m struggling with my finances - can you help?

If you’re struggling, please let us know using our contact details. We’ll offer you as much support as possible with your account and our team are happy to answer any questions you have. If you're worried about your debts, you can seek free, confidential and impartial advice from a number of independent organisations.

What happens if I’m still paying the original company?

After an account is sold to Lowell, any further payments made to the original company will be forwarded to us. However, this will mean there is a delay in the payment being visible on your online statement. Please make sure you make your payments directly to Lowell to ensure that your account remains up to date.

If you're making payments to one of our trusted debt collection partners who are contacting you on our behalf, this could also mean there is a delay in your payments being forwarded to Lowell and being visible on your online statement. If you urgently require a statement showing you have made a payment, you should directly contact the third party to whom you made the payment. 

If you’re making payments to a debt management company for this account, please let them know that future payments should be directed to Lowell.

How can I see a statement of my payments?

To view an up to date statement of your account, register or login.

Can you help me understand how much I can afford to pay?

Absolutely. You can use our online Budget Calculator to help you understand what you can realistically afford to pay after you've paid your bills. 

If you’d rather talk to someone, our friendly team can discuss a breakdown of your finances to help get an understanding of your position. We want to make sure that the payments you make are appropriate for you. We will never ask you to pay more than you can afford. Get in touch using our contact details.

How do I amend or cancel my repayment plan?

We understand that things can change. If there’s been a change in your circumstances that affects your finances, you can get in touch using our contact details to discuss how we can help. This may involve amending or cancelling your plan.

If you are paying by Direct Debit, you can also log in or register  to amend your plan online.

 

I’ve already paid this off – why are you still contacting me?

If you believe that you have previously paid this debt to another company, please let us know, and we will be happy to investigate this.

My payment to you has gone missing – what can you do to find it?

If you have made a payment that hasn’t been applied to your balance yet, please get in touch to let us know. It may be that the payment hasn’t processed yet, which can take a few days depending on your payment method. However, if this isn’t the case, we will ask for further information, such as the payment date, the payment method and any other details you have about the payment. This information may help us to locate the payment and apply it to your balance.

My Credit File
What is a default?

If you don’t keep up with your agreed payments on an account (usually between 3 to 6 months), a creditor may write to you to inform you of their intentions to cancel the agreement and enter a ’default’ on your credit file.

A default can relate to a bank account, mobile phone contract or utility supply. It can be applied to an account no matter how much money is owed.

To learn more about defaults, you can visit Experian’s website.

Can't find what you're looking for?

If you have any more questions, we’re always on hand to help. Email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. We’re available from 8am to 8pm Monday to Friday, and 8am to 2pm on Saturday.

 

How do I make a payment?

Register to set up a repayment plan online and keep track of your progress to becoming debt-free. Manage your account without even having to pick up the phone.

 

What does ‘partially satisfied’ mean and what is the impact on my credit score?

If a discount is offered and accepted on an account and the discounted amount is paid to settle the account, the status of the default on your credit file would show as partially satisfied. Your credit file will show that although there is no outstanding balance owing, a discounted balance was paid. This will be visible on your credit file to future creditors.

 

Can't find what you're looking for?

If you have any more questions, we’re always on hand to help. Email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. We’re available from 8am to 8pm Monday to Friday, and 8am to 2pm on Saturday.

 

How do I make a payment?

Register to set up a repayment plan online and keep track of your progress to becoming debt-free. Manage your account without even having to pick up the phone.

 

Will you update my credit file when I make payments?

If your debt is being reported to the credit reference agencies, we update them monthly with details of any payments that you make. Once you’ve paid your debt in full, any default will show as “satisfied”. If we agree to accept a discounted amount as settlement, the default would show as “partially satisfied”.

What impact does a default have on my credit file?

A default is visible to anyone you authorise to view your credit file such as companies making decisions about whether to give you credit services. A default could impact on your ability to obtain credit such as mobile phone contracts, loans, or a mortgage.

Once you start making repayments towards your debt, this will also be reflected on your credit file. with details of payments made, so future creditors can see that you’re making an active effort to repay your debt.

 

 

How long does it take to update my credit file?

Once your payment has cleared, we will update the credit reference agencies so that your credit file reflects how much closer you are to clearing your debt.

Lowell updates credit reference agencies each month with details of payments made, and it can take up to 50 days for your credit file to reflect your cleared balance.

Why have you searched my credit file?

Your privacy is important to us, and we would never use your information for anything other than to help us manage your debt.

As the owner of your account, we use information provided by the credit reference agencies to gain a better understanding of your circumstances.

We use the following registered credit reference agencies: 

We use Experian for the majority of our searches. Although a search using Experian will be visible to you if you request a copy of your credit file, the searches are not usually visible to any other company using Experian.

Where can I get a copy of my credit file?

You can obtain a copy of your credit file from one of the Credit Reference Agencies.

Free credit reports are currently available from:

Can't find what you're looking for?

If you have any more questions, we’re always on hand to help. Email us at support@lowellgroup.co.uk or call our team on 0333 556 5550. We’re available from 8am to 8pm Monday to Friday, and 8am to 2pm on Saturday.

 

How do I make a payment?

Register to set up a repayment plan online and keep track of your progress to becoming debt-free. Manage your account without even having to pick up the phone.