How to: forward creditor contact

One of the benefits of an IVA is that creditors are no longer able to chase customers for payments or added charges via phone, letter or email. However, you may still receive the occasional correspondence from them but in most instances, it’s nothing to be alarmed about.

What will I receive and why?

When you first start your IVA, you may receive letters from your creditors as they begin updating their records and your account to highlight your insolvency status. Similarly, you may still receive general updates, such as statements of your account, but that is normal. Please remember, we will deal with your lenders on your behalf, but it may take between three-six months for creditors to cease contact entirely.

What to do when you hear from them

As we’ve explained, you may receive some correspondence from creditors during your IVA but most of it will be administrative. However, we ask that you please forward on any contact from them so we can update your file and assess the letter. Once you’ve sent it to us, please dispose of it in a safe and effective way.

What to do if you receive something unexpected

If you receive anything unexpected or concerning, do not contact your creditors, get in touch with us and forward the correspondence. As per the Consumer Credit Act, you may still receive letters from your creditors stating interest has been added to your outstanding balance. However, this is nothing to worry about if your IVA has been accepted. Your creditors have to accept no more than the agreed payments and will write off any added interest charges upon completion of your IVA.

Send it by post

If you’d rather send it by post, email us at [email protected]

And request a pre-paid envelope. Once you’ve received it, return the documents to us and we will update your file.

Upload it via Digital Postbox 

Our new Digital Postbox allows you to upload pictures of documents in a matter of seconds, which will then be reviewed by a member of the team.

Step one –Start by logging into Digitial Postbox with your reference number, postcode and date of birth

Step two– Take a clear picture of the document(s) you want to upload using a mobile phone or by scanning your documents and turning them into PDFs.

Step three– Select all the photos you want to send and press ‘upload’.

To access the Digital Postbox, follow the link: Digital Postbox (financialwellnessgroup.co.uk) or follow the step-by-step walkthrough below.