FAQs about contacting Lowell

There are lots of ways you can get in touch. You could give us a call or if you’d prefer to handle things yourself, you can manage your account online.

If you call us from a landline you’ll be charged at your local rate. If you call from a mobile, the charges will vary depending on your network provider. Remember, you can also manage your account online for free.

Our operating hours have recently changed. For the latest updates on our opening times, please check our Contact Us page. Or, you can manage your account online, on any day or time that works for you.

If we’re trying to get in touch with you, it'll be to tell you that we own your debt and to talk about the best way forward for you. You can register online to get more information about your account or get in touch if you’d like to speak to a member of the team.

We’ll ask you a couple of questions to confirm your identity. Then we’ll have a chat about your circumstances and help you find a solution that works for you. We’ll always take the time to understand your situation and we’ll never ask you to pay more than you can afford.

We’ll keep trying to get in touch with you by letter, email and phone. If we don’t receive a response after a certain amount of time, we may pass your account to one of our external solicitors. Just like we do; the solicitors will try to contact you. If you do not respond, they may take legal action which could result in fees, charges and interest being added to what you owe. It could also result in a County Court Judgement (CCJ) which may impact your credit score and could lead to action such as requesting that a bailiff visits you at your home.

We work with a number of trusted debt collection agencies. If we don’t receive a response from you for a certain amount of time, we might pass your account to one of these companies. They’ll get in touch and work with you to set an affordable payment plan on our behalf. For details of the company managing your account, register or log in to our website.

We welcome any information you’re happy to share that helps us understand your circumstances. Our team are trained to listen and take the time to understand your situation. They’ll be patient and empathetic while helping you find a solution that’s right for you.

If you ever get a call from Lowell that you think isn’t really 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 a scam.

We’re currently refreshing the look of all our letters and emails. This process is happening over a few months, so not everything will change at once. If you’re concerned, give us a call on 0333 556 5550.