Reconnect with Lowell - FAQs

If you don’t want a Field Agent to visit you at your home, call us on 0333 5565 777.

Our opening hours are 9am-6:30pm Monday to Friday, and 9am-4pm on Saturdays. We're closed Sundays and Bank Holidays.

Field Agents from Resolvecall work on behalf of Lowell. Their role is to help us connect with customers who have not responded to our letters, emails and SMS recently. They are used to open a dialogue going with customers and Lowell when a customer is not making payments and has not contacted us recently to let us know why.

We understand that sometimes it’s easier to speak face to face with a person. The field agent will help you reconnect directly with us at Lowell, so that we can help work through your circumstances and support you with the next steps.

In some cases this will help us avoid taking legal action (such as engaging solicitors to obtain a County Court Judgment).

It’s important to know the Field Agents are not used to collect payments on our behalf. They do not take property or ask for payment.

We want to understand why you’ve not been in touch recently. The Field Agent will help you get in touch with us so that we can get a better understanding of your circumstances.

Field Agents are not used to collect payments. They do not take property or ask for payment.

The Field Agent will carry ID and visits will be audio recorded to ensure you are treated fairly and respectfully. They will also leave a calling card in a sealed envelope.

No, these Field Agents are not used to collect payments. They do not take property or ask for payment.

The Field Agent is visiting to support your contact with Lowell.

No. A Field Agent will visit you and speak to you on your doorstep. All visits will be audio recorded to ensure you are treated fairly and respectfully.

If you’re not home at the time of the visit, the Field Agent will leave a card in a sealed envelope, containing the details for you to contact Lowell. If you want to talk to us contact us when our lines are open.

If you don’t get in touch, your account could default if it hasn’t already. We’ll let you know if your account is at risk of defaulting. If your account defaults, this will be visible on your credit file for six years.

This could impact your ability to get credit. If we’re reporting your account to the credit reference agencies and you pay your account in full, it will show on your credit file as ‘satisfied/settled’ to show the balance has been paid in full. Find out more.