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What do I do if my account is in collections or recoveries?

We're here to help you when things get tough.

If you’re experiencing financial difficulty or concerned about your finances it’s important to address the issue as soon as possible.

General help and support can be found by visiting our struggling financially (opens in a new window) and managing your money (opens in a new window) pages.

You may also want to consider contacting a non-profit debt-counselling organisation for support and advice. These organisations offer free, confidential help so there's no need to pay a debt management company to advise you. You can find out more on Where can I get Independent Financial Support?

Sometimes accounts are passed to our collections and recoveries teams when there is an outstanding balance which needs to be repaid and has fallen outside of the agreed terms and conditions of the account.


There are several common reasons why accounts can move into our collections team, some examples are as follows:

  • Exceeding the agreed overdraft facility
  • Missed payments on a loan, mortgage or credit card
  • Financial difficulty

If your account has been unused for a long period of time or there is an increase of activity which may include unpaid cheques, direct debits, or card transactions; Your account may also enter collections as a result of these sudden changes in activity.

Accounts in collections

  • If your account is in the collections process it will generally still be available for you to use and your normal terms and conditions will still apply.
  • Our collections team will work with you to try to bring your accounts back within your agreed limits so that you can continue with normal banking.
  • They will look to make a repayment arrangement with you. These normally last between 1 and 18 months to ensure that we set up an affordable repayment plan  for you to repay the outstanding balance.
  • It is important that you are aware of the next steps if you cannot clear your debt in collections - further action may be taken which may result in the full removal of your bank  account facilities and your credit file being impacted for 6 years.


Accounts usually move into our recoveries team if your account has failed to return to within it’s normal and agreed limits following the support offered by our collections team.

Accounts in recoveries

  • If your accounts are in the recovery process all accounts become non-operational and the account facilities are removed.
  • You may be expected to bank elsewhere as the accounts can no longer be used and they only remain open until the outstanding debt is repaid.
  • Your credit reference file is likely to be impacted and this will show for 6 years.

To make a payment to your account

If your account is already being managed by our Debt Management teams, you can make safe and secure payments online via our PayByCard (opens in a new window) website.

This is a quick and efficient way to make one off payments or set up a re-occurring (e.g. weekly/monthly) payments to us at a time and place convenient to you.

This service should not be used by Customers once their account is back in order, Customers not being managed by Debt Management should use their mobile App or online banking as normal.

Terms and conditions are applicable please see the PayByCard (opens in a new window) website for more details.