Existing customers

General queries

Customer Support team
Call: 0844 826 0625
Calling from a mobile:
01257 486 696
Monday - Friday 8am - 8pm
Saturday: Closed
Sunday: Closed
Email:customersupport@debtfreedirect.co.uk

Payment queries

Account Management team
Call: 0844 826 1285
Calling from a mobile:
01257 487 017
Monday - Friday 8am - 8pm
Saturday: Closed
Sunday: Closed
Email:amt@debtfreedirect.co.uk


Dealing with creditors FAQ's

Why are my creditors still contacting me?

Contact from creditors may not stop immediately, but your unsecured creditors are bound by the terms of your IVA. They must cease to pursue all legal action for recovery of unsecured debts. In practice, they may take six to eight weeks from the date of approval to catch up.

 

Large banks and credit houses and other lenders are not always efficient at communicating the change to their various departments, and the debt collection department may be the last to hear of an approved IVA.

 

Creditors or debt collectors who tell you that they “do not accept IVA payments” or that the IVA insolvency practitioner has never contacted them are just trying to get money out of you, and you do not need to make payments to them outside of the IVA.

What can I do about creditors contacting me?

Don’t panic. If the creditor contacts you by phone say “Thank you for your call, I have now entered an IVA. If you could give me an email address/fax number/postal address I will send you a copy of my Chairman’s Report. In the meantime, please put my account on hold until you have updated your systems.” Please also give them your reference number with Debt Free Direct.

 

Once they've given you a contact address, you can send them a copy of your Chairman’s Report, which is proof that you have entered into an IVA legally. Download our template which is a suitable covering letter – a copy of your Chairman’s Report will have been sent to you

Am I still being charged interest?

No. Since unsecured creditors are bound by the terms of the IVA, the amount you owe on the day of your Meeting of Creditors will not increase, and your IVA freezes the interest rates. If you receive a statement within 90 days of the approval of your IVA that shows interest is still being applied, no action is required.

A debt collection agency is chasing me?

Many creditors pass accounts to debt collection agencies, who will try to get you to make a payment. This is normal, and once again nothing to be concerned about.

 

If you are contacted by a collections agency, give them proof that you have entered into an IVA (Send a copy of your Chairman's Report) so they can update their systems.

 

Deal with them just as you would one of your original creditors. Let us know if you receive any contact from a collections agency, so we can update our systems.

I have received a letter from the bailiff's office

Please do not ignore this kind of correspondence. The bailiff will require a copy of your Chairman’s Report, showing that you are in an approved IVA. This should stop any further action.

 

If the bailiff does come to your property, they cannot legally force entry and have to stay outside unless invited in by yourself.

 

If you do not have your Chairman’s Report to hand, take the bailiff’s contact details, then call Debt Free Direct on 0844 826 0625 and we can fax the report straight to the bailiff’s office.

I have received a letter saying “Notice of Sums in Arrears”

At least once a year, following a change in the Consumer Credit Act 1974, your creditors are legally required to provide you with a statement advising of the arrears on your account. These letters are of a standard format, are for information only and no action is required.

I have received a letter threatening doorstep collections

If you receive a letter of this kind or someone calls at your property, remember that you are fully protected by your IVA, simply hand over a copy of your Chairman’s Report.