What to have ready
An optional checklist, not a requirement
You don't need to tick anything or have every item before you get in touch. Having these to hand can save time later. If something is missing, just tell us. Your ticks stay on this page and aren't sent to us.
Tick off what you already have, if it helps.
0 of 3 to hand
Missing something? You can still get in touch now.
Discuss a debtHow we help
Follow up on the missed promise promptly
Agree a firm, recorded date or arrangement
Update you and agree next steps if it is missed again
What can happen next
Every case is different. Depending on the evidence and how the other side responds, an account may be paid in full, paid in part, settled by agreement, placed on hold while something is checked, or closed. We will not promise a result before we have looked at the details.
Worth knowing
A broken promise on its own doesn't decide the next step — the evidence and your instructions do.
Questions people ask
I'm an existing client. How do I tell you about a missed promise?
Update the case in the Client Portal or call your case handler so we can follow it up.