Frequently asked questions.

Agent here to assist

PRA Group is a debt purchasing and servicing company.

PRA buy debts from a variety of creditors, PRA also service debts on behalf of our creditor clients.

We work with our customers to find an affordable way for them to become debt free, allowing them to regain control of their finances.

You are a customer of one of our clients. We want to work with you to find an affordable way for you to become debt free and so regain control of your finances.

PRA Group purchases large numbers of accounts from many major banks and finance companies. Those accounts have usually been flagged by the original lender as a “Default”.

Once accounts reach that point, many banks and finance companies choose to sell these accounts to organisations like ours, who are registered with the Financial Conduct Authority. Accounts are usually sold when a customer has failed to make payments to the original creditor or to a subsequent debt collection agency.

It is important that you get in touch with us. Please call us on 0800 877 2772 0800 877 2772 .

We understand that there are many reasons why you may not have been able to meet your contractual obligations with your original creditor. For this reason we are happy to help you arrange a suitable repayment programme based upon your circumstances and current financial commitments.

Our dedicated team of Customer Agents are able to talk you through the options and benefits available to you when you commit to a payment plan, please call us on 0800 877 2772 0800 877 2772 quoting your customer reference number, between 8:00am and 8:00pm Monday to Thursday, 8.00am to 6.00pm Friday or 8:00am to 12:00pm Saturday. Alternatively, complete the contact us form or set up a payment plan online.

Please get in touch.

If we have contacted you about an account with us, then it is important we talk to you, so that we can work together to clear your account. We understand it can be embarrassing or difficult speaking to a stranger about your finances, but we are here to help.

We treat each of our customers fairly, we will work with you to understand your circumstances and find an affordable way for you to become debt free.

It is important that you speak with us. Please call us on 0800 877 2772 0800 877 2772 or alternatively, complete the contact us form so we can resolve this for you.

This letter explains that an account that forms part of your IVA, Trust Deed or Bankruptcy has been sold to PRA Group. We understand that during your IVA, Trust Deed or Bankruptcy you would not expect to be contacted by one of your creditors, however, as the new owners of your account we are legally required to send this letter to you. There is no action that you need to take, just keep the letter for future reference and continue to make your payments to your Insolvency Practitioner as usual.

We will liaise directly with your Supervisor or Trustee to have the details of this account updated to reflect that PRA Group is now the new owner. This does not affect the terms of your IVA or Trust Deed in any way and you should continue to interact with your Insolvency Practitioner as usual.

We make every effort to screen and validate the data supplied to us, prior to contacting you, however if we have contacted you after your IVA/Trust Deed has completed, please contact us via any of the methods on our website or on the letter that you have received and we will update our records and make sure that your credit file is correctly updated.

In order to update our system and your credit file accurately we may need to ask you to confirm the name of the Insolvency Practitioner firm that managed your IVA or Trust Deed and the date of completion of your IVA or Trust Deed. If you write to us please include this information in your correspondence, and if you call please try to have this information to hand. It is helpful if you are able to send us a copy of your completion certificate from your IVA or Trust Deed. Please note, you are under no obligation to provide this information, however, it will help ensure your records are accurate and updated to correct any errors.

Please get in touch with us. We understand that there are many reasons why your IVA or Trust Deed may have failed and we will work with you to reach a suitable repayment programme based on your circumstances and financial commitments.

Please call us on 0800 877 2772 0800 877 2772 to speak to one of our team. Our opening hours are 8am to 8pm Monday to Thursday, 8am to 6pm on Friday and 8am to 12pm on Saturday.

On an annual basis, you will receive a statutory account statement from PRA Group showing the specific details regarding your account including the remaining balance owed on the account and payments we have received against the balance from the Insolvency Practitioner. Please note that these statements are not payment demands and you should continue to interact with your Insolvency Practitioner as usual.

It is likely that your original creditor will have registered a default regarding the outstanding debt on your credit file. If your account has been purchased by us, we are legally required to transfer the default into our name.

When you apply for credit (e.g. mortgage, loan, mobile phone) it is likely that the credit provider will request permission to look at your credit file to gain an understanding of your payment history and the likelihood of repayment. Unpaid accounts are usually highlighted on your credit file.

Accounts owned by us are updated monthly to reflect the account status or the fact that there is a changing account balance. If you make a payment to your account, we will report that to the Credit Bureau so that your credit file is accurate.

Similarly, when you have paid your account in full we will then flag your account as “satisfied” at the Credit Bureau. Alternatively, if you pay an agreed amount in full and final settlement, we will then flag your account as “partially satisfied” at the Credit Bureau.

To obtain a copy of your credit file please contact:

Experian Consumer Help, PO BOX 800, Nottingham NG1 5GX. Web Site: www.experian.co.uk

Equifax, Department 1E, PO BOX 3001, Glasgow G81 2DT. Web Site: www.equifax.co.uk

Callcredit Limited, One Park Lane, Leeds, West Yorkshire LS3 1EP. Web Site: www.callcredit.co.uk

We use the services of registered credit reference agencies who keep up-to-date records of all your financial transactions and address movements.

Where we own an account we are required under the terms of the Consumer Credit Act to send a statement every year. This is a regulatory requirement and ensures we keep you fully informed of the status of your account.

You should always keep us up to date with any changes in your financial circumstances to enable us to continue to offer the most suitable repayment options.

The more we understand your individual circumstances the better equipped we are to offer a suitable and affordable repayment plan tailored to your means. You can fill in and submit an Income & Expenditure form here.

You can find your reference number and password on the top right of any letter that we send to you.

You will need to contact us to have your password reset.

Please call us on 0800 877 2772 0800 877 2772 . Alternatively, complete the contact us form.

You will need to contact us make changes to any of your personal details.

Please call us on 0800 877 2772 0800 877 2772 . Alternatively, complete the contact us form.

Please submit your request to us via the contact us form.

If you believe that a PRA account entry on your credit report should be showing as ‘settled’ or ‘satisfied’ it would be helpful if you could send us your completion certificate, we will ensure that we update our records and that that your credit file is correctly updated. You are not obliged to provide this information, however, it will help ensure your records are accurate and updated to correct any errors.

If any other details relating to a PRA entry on your credit report are incorrect please contact us and we will be happy to assist.

PRA Group is committed to working together with you to resolve your account.

We provide several ways for you to pay, please see the related links.

If at any time you would like to re-evaluate your payment plan, or learn more about our offers, please contact us by calling 0800 877 2772 0800 877 2772 and one of our Customer Agents will be available to assist you.

You will need to contact us to have your payment plan changed.

Please call us on 0800 877 2772 0800 877 2772 . Alternatively, complete the contact us form.

You may have decided to seek independent advice regarding your finances. If you have, all you need to do is, let us know who you have instructed to help you and we will do the rest.

You can either ask your appointed advisor to write to our dedicated Customer Services department team at: Customer Services P.O Box 444 Bromley Kent BR1 1ZB

Telephone us on 0800 877 2772 0800 877 2772 , Monday to Friday 9:00am – 5:30pm or click here to e-mail us with your advisors contact details and any reference number they have issued you with.

We will then hold your account for a period of 30 days to allow your advisors to confirm your payment proposals on your account.

There are many different organisations available to you who offer a wide range of free and independent advice services for their clients.

Step Change Debt Charity The Step Change Debt Charity help people overcome their debt problems. Through their telephone debt helpline and online debt remedy tool, they provide free and effective debt advice. http://www.stepchange.org/ Contact Number: 0800 138 1111 Open: Monday to Friday 8.00am to 8.00pm, Saturday 9.00am to 3.00pm

National Debtline The National Debtline offers free, confidential and independent help over the phone for people in England, Scotland and Wales. You can call their helpline and also download publications from their website. http://www.nationaldebtline.co.uk/ Contact Number: 0808 808 4000 Open: Monday to Friday 9.00am to 9.00pm, Saturday 9.30am to 1.00pm

The Money Advice Service The Money Advice Service helps people manage their money. They do this directly through their own free and impartial advice service. They also work in partnership with other organisations to help people make the most of their money. http://www.moneyadviceservice.org.uk Contact Number: 0800 138 7777 Open: Monday to Friday 8.00am to 8.00pm, Saturday 9.00am to 1.00pm

Christians Against Poverty (CAP) Christians Against Poverty is a national debt counselling charity with a network of 150 centres based in local churches. CAP offers hope and a solution to anyone in debt through its free, unique, and in-depth service. http://www.capuk.org/home/index.php Contact Number: 01274 760720 Open: Monday to Friday 9.00am to 5.00pm

Citizens Advice Bureau Citizens Advice can help you resolve legal, money and other problems by providing free information and confidential advice from over 3,200 locations around the country. http://www.citizensadvice.org.uk/

We aim to offer you the best possible service; however we understand that there may be occasions when you have cause for complaint.

We want to make it easier for you to tell us about your complaint, so that we can resolve your concerns and ensure that you are satisfied with the service that we have provided to you. Submit a complaints form Write to us: Customer Services 2 The Cross Kilmarnock Scotland KA1 1LR Call us on 0800 877 2150, Monday to Friday 9:00am – 5:30pm.

Once your complaint has been received, the case will be assigned to one of our specialist case workers who will be on hand to assist you throughout the duration of the complaints process.

Your personal case worker will oversee your complaint and will contact you regularly to keep you updated on how things are going. We want to assure you that your complaint is important to us and that we are always on hand whenever you need any information regarding your account.

We aim to resolve your concerns to your satisfaction but we understand that sometimes you may still remain dissatisfied with the outcome, as confirmed in our final response to you.

Following our final response: If you remain dissatisfied you have the right to take the matter further.

The Financial Ombudsman Services (FOS) may conduct an independent investigation on your behalf into the concerns you have raised. They aim to settle disputes fairly between financial businesses and their customers.

You can contact the Financial Ombudsman Services By phone on: 0845 0800 1800 By website: www.financial-ombudsman.org.uk

You are also able to contact the Credit Services Association (CSA). Please be advised that they only accept complaints in writing and should you wish to contact them, you must first complete their complaint form, which can be found on their website: www.csa-uk.com

If the above organisations are able to consider your complaint, they will decide on the appropriate action to take in order to fully resolve your complaint.

We publish our complaint statistics in line with Financial Conduct Authority guidelines. Our latest statistics can be found by following this link.

Simple really – its all about protecting your data & giving you a secure, simple way to get access to your account

To ensure we are keeping your information secure we will send a one time use PIN to the mobile phone number that is registered on your PRA account

You can still login by using your web password and customer reference number

Call us on 0800 877 2772 0800 877 2772 and register the new phone number

Sure – you can use the other option to login, as long as you have the mobile phone number that is registered on your account and that you have that phone to hand