Collections
We need to hear from you.
Had a message from our Collections Team? Email us today and tell us what’s happened.
A missed payment does not always mean you cannot pay. There may be an admin error, a payment delay or a change in your circumstances. We need to understand the issue so we can agree the right next step.
Do not leave it unanswered.
Already received an email from us? Reply directly to it.
Already paid? Something not right?
Tell us. If you have made a payment, include the amount, the date and how you paid so we can trace it.
If a payroll deduction or benefit payment has been missed or delayed, explain what you know.
Think our message is wrong? Tell us why so we can check. You do not need to offer a payment to report an error.
Missed a payment?
Tell us what happened and whether your next payment will arrive as normal.
If you can cover the missed amount now, pay it immediately using the details we provided. If you cannot, explain your situation so we can discuss the options.
Give us a clear update, not just “I’ll pay soon”.
Need a different payment plan?
Tell us what has changed, how much you can afford, how often you can pay and when you can start.
Make an offer you can keep to. We may ask for details of your income and spending to understand your position.
A new plan is only agreed when we confirm it. Once agreed, keep to it. If something changes, contact us before you miss another payment.
Keep the account moving towards a solution.
An error needs checking. A missed payment needs addressing. A change in your circumstances needs explaining.
Ignoring our messages will not resolve the account. If payments remain overdue, we will take steps to recover the debt.
You should be aware that we don't need a court order, or your agreement to contact DWP and request attachments to your benefits, or to deduct money directly from your pay if you work for any employer that's partnered with us.
If illness or another difficulty is affecting your ability to deal with the account, tell us about it, so we can support you.
If you owe money to CLEVR Money, you are responsible for repaying it.
We expect you to engage with us, respond to our communications and take reasonable steps to bring your account back on track. We understand that circumstances can change, and we are willing to consider realistic arrangements where needed.
However, if you fail to cooperate or make meaningful efforts to resolve the debt, we will be quick to take steps to recover the money owed. This may include escalating your account for further recovery action, including legal proceedings where necessary.
Tell us what’s happened. Let’s deal with it.
Include your full name, the email linked to your account and an explanation. Add any payment details that will help us check.
You do not need to have every answer before contacting us. But we do need to hear from you.
Contacted by Wilkin Chapman Rollits?
They are a large law firm that we use to litigate on our behalf, in relation to some consumer debts.
If they have contacted you about your CLEVR Money debt, contact them directly using the details in their letter or email.
We have passed your account to them because we have instructed them to start court action against you to recover the debt.
Need to discuss payment, explain what has happened or report an error? Contact their team and quote their reference number. They are handling the matter on our behalf.
Do not ignore their letters. Respond by the deadline they give you.