Building Creditor Relations

Information for Creditors

Here at Debt Free Direct, we are continually reviewing our processes to ensure that they meet the requirements of our customers and the business.

Upon review we have concluded that we need to change the way we interact with creditors on routine matters. From the 1st October 2011, we will no longer operate a dedicated Creditor Enquiry telephone line.

All requests for information should be emailed to us at creditorenquiries@debtfreedirect.co.uk. We will not respond to requests made by other means.

We will review your requirements and if necessary contact you to talk about them in more detail, so please ensure that you quote contact details within your email.

Why we are doing this?

• To better understand the nature of enquiries and where relevant identify the root cause with a view to working together to fulfil customers’ needs and requirements.
• Minimise disruption and develop more efficient working practices.

What we want to achieve

• Introduce an efficient way of handling and dealing with requests.
• Re-direction of some enquiries to creditor agencies who would be a more appropriate service provider
• Ensure that we hold up to date information for creditors.
• Build and improve relationships. We operate a scheduled data exchange with a number of creditors which they and we find a much more effective way of working.
• Agree Service Level Agreements.

We understand that initially this change in process may require some operational adaptation.  We expect that by working together more effectively, this process will be more efficient for us all.

Please remember that you can visit the Department for Business Innovation and Skills website to check that an IVA is current or if you are a debt purchaser, contact the original creditor for copies of paperwork.

Thank you for your assistance and we look forward to working with you.