What's your next step?

Select the option that best describes your situation to find out more

What happens if I want to pay my debt?

If you’re able to pay your debt, we’ll help you set a payment plan that's right for you

1

How much can you afford to pay?

Before you make any payments, it’s a good idea to understand more about the money you have coming in and going out. Lowell provide a free budget calculator you can use to help you set up a payment plan that's affordable and suits you.

Budget calculator
2

Set up your personalised plan

Personalise your payment plan so that it works for you. You decide how much you want to pay, how you want to pay it and how often. You can register to do this online.

Register
3

We'll be flexible

Once you’ve set up your payment plan, we’ll send you a letter confirming the details. If you need to, you can change your plan at any time.

4

Your credit file will show your payments

If your debt shows on your credit file, this will be updated as you make payments, showing that you’re working towards clearing your debt.

5

We’ll let you know when you’ve paid off your debt

Once you’ve made your final payment, we’ll send you a letter to let you know that you’ve paid off your debt.

6

Get your credit file updated

Once you’ve paid off your debt, we’ll tell the credit reference agencies who will update your credit file. This can appear differently depending on how you settle your debt.

Credit file FAQs

Take the next step

If you feel ready to start paying off your debt, you can register to manage your account online or download our app.

Take the next step

What happens if I don't pay my debt?

We understand how overwhelming debt can be and we want to support you. Ignoring your debt can cause a more difficult situation. It's much better to get in touch and talk to us about it so we can help you find the right solution.

1

We’ll try to get in touch

We’ll try to contact you by phone, email and letter. If you let us know what’s going on, we can understand your situation and help you find the right support.

2

Credit file status

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.

More about defaults
3

Impact on credit score

Missed payments and default markers are shown on your credit file. This could affect your credit score and may make it difficult to get credit.

Credit file FAQs
4

Potential legal action

If we’ve tried to get in touch with you but received no response, we may pass your account to a solicitor. If you don’t respond to the solicitor, they may take further action. This could result in a County Court Judgement (CCJ) which may impact your credit score and could lead to enforcement action such as instructing bailiffs.

Legal process FAQs
5

Find support

If you need extra help and advice, there are lots of charities and organisations offering free support that you might find useful.

Help and support

We want to help our customers avoid this

Whatever the reason that you don't want to get in touch with us, please know that we want to support you. We can help you find the right support and we'll never make you pay more than you can afford.

Call or message us

Take control

You can always start to manage your account without talking to us. You can register to manage your account online or download our app to your phone.

What happens if I can’t pay my debt?

We understand that everyone’s situation is different and not everybody might be able to start making payments. We can help you find the right support, as long as you get in touch with us

1

We’ll listen and understand

No matter what your situation is, we’ll always be considerate, take the time to listen and help you find the right support.

2

We’ll give you space

If you’re going through a tricky time, we'll give you the time and space you need whilst things are tough. When you're ready, we'll be in touch to talk about the best way forward for you.

3

Free help and support

There are lots of charities and organisations who are here to help you. Whether you need help with your finances or your health, there's someone to support you.

Find support
4

We’ll give you time

If you want to get independent advice we'll give you time to speak to someone. We can also work with some organisations if you decide you want them to manage your debt on your behalf.

5

Impact on your credit file

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, but this could have a negative affect on your credit file. It's always best to get in touch with us so we can help you find the right solution.

Credit file FAQs

More information

If you're unsure and want to find out more, we've answered a lot of our customers' frequently asked questions, and put together some helpful guides that explain more about debt.

Organisations that can help

If you're worried about debt, there are lots of charities and organisations separate to Lowell who can help you. We've listed some of the ones that our customers find the most useful.

What happens if my circumstances change?

We understand that life changes all the time, and that might affect your plan. We’ll always be flexible and help you find a solution that works for you

1

Missed payments

We understand that there are lots of reasons why you might miss a payment. Whatever the reason, it’s always better to get in touch and talk to us about it before your payment is due. If you miss payments without letting us know, we’ll try to contact you so that we can understand what’s happened.

2

Change your plan

If your payment plan isn’t working for you any more, get in touch with us and we’ll help you choose a more suitable plan - whether that means changing when you pay, how often, or the amount you pay.

Contact us
3

Taking a break from payments

If you’re going through a tricky time, just let us know. Whatever your situation is, we can give you the space and time you need whilst things are tough. Then we’ll be in touch to talk about the best way forward for you.

4

Help and support

If you need some extra advice we can help you find the right support. We can put you in touch with organisations who offer free, independent debt advice, or charities who can help with your personal situation.

Find support
5

Your credit file

As long as you continue to make payments, even if it's for a lower amount, your credit file will show you're making payments and working towards paying off your debt. If you stop making payments completely, your credit file will show any missed payments.

Credit file FAQs

What’s the next step?

To discuss your account and let us know about any changes, call or message a member of our team. We'll support you and help you find the best way forward.

What happens if I don't think this is my debt?

We understand that sometimes mistakes happen and we’re here to help if they do. If you think something isn’t right, we’ll investigate your concerns and update anything that's incorrect

1

Need more information?

If you think something about this debt isn’t right, please get in touch and let us know. We have lots of information about the debts we buy and we’ll work with you to find out if something has gone wrong.

2

Talk to us

We’ll listen to what you have to say and look into your query to find out what’s happened. To help us fix the issue quickly, we’ll ask you for as much detail as possible.

3

We'll investigate

If we're unable to resolve the problem when you first call, we'll pass your query on to a team who will be able to investigate further. We’ll send you a letter to let you know the outcome, and make any changes required to the account.

4

We’ll give you space

Whilst we're investigating we won't ask you to make any payments during this time. We'll get in touch to let you know what we've found and what your next steps are.

5

Your credit file won’t be affected

Whilst we're looking into your query, there won’t be a negative impact to your credit file. If your account hasn’t defaulted already, it won’t be at risk of default while we investigate.

Credit file FAQs

What’s the next step?

You can find out more about what to do if you have an issue with an account. If you want to let us know there's a problem, you can call or message us.