If your account has overdue charges, we will contact you to let you know and explain the payment options available.

If your account is currently being handled by our Collections Department or a Debt Collection Agent, you can find the relevant contact number in the most recent letter or email you received regarding the debt. Calling that number will connect you directly with the team handling your case.

If you have a query about an overdue balance

If you have questions about a debt or are having trouble making payment, please contact us as soon as possible.

Our team can:

• Discuss the balance on your account
• Help you understand your payment options
• Work with you to arrange a payment plan if required

Speaking to us early can help prevent further action on your account.

If you are unsure which number to call

If you are unsure which contact number to use, you can contact our Customer Services team who will be able to transfer you to the appropriate collections team.

Why do we send payment reminders?

We are required to inform customers when charges become overdue and to explain the possible consequences of non-payment.

For this reason, our reminder letters and emails will outline:

• The current balance on your account
• The steps you can take to make payment
• What may happen if the balance remains unpaid

If you arrange payment in full, or set up a Direct Debit, soon after receiving a reminder, no further action will be taken.