Supporting our customers

How does BPO Collections support its customers?

BPO Collections also provide additional support where required; This may include the provision of support services such as:

This can be achieved by providing the phone numbers of support organisations where appropriate, or alternatively by 'Warm Transfer' - this list is not exhaustive.

If the customer is suicidal, we aim to provide compassion and understanding, and through the use of worldwide 'Columbia Protocol', we will take appropriate action should the emergency services are required.

Our call-centre operation differs, as we have the provision of counselling and follow-up meetings for our Health and Wellbeing advisors. Additional support is given by the Clinical Director where required.

Furthermore, BPO Collections have produced our own, industry leading 'Vulnerability Standard' to demonstrate our aims, ethos and objectives – a copy of this is available on request.

Call us to discuss your account and how we can help. We will take time to listen and understand your individual circumstances. We can Then work together to agree an affordable repayment plan. You can pay by Direct Debit, Standing Order, Debit Card, Bank Transfer, Postal Order or Cheque.

You can Set up an affordable regular arrangement online Or make a one-off payment by debit card.

Our experienced team is on hand to answer any questions or queries relating to contact from BPO or an account with BPO. We have helped many of our customers set up an affordable, realistic arrangement based upon their own personal circumstances.

If you are experiencing difficulty in making these repayments please see below for useful websites and contact details that provide free advice.

Citizens Advice Bureau
0300 330 1313
www.citizensadvice.org.uk

StepChange
0800 138 111
www.stepchange.org

National Debtline
0808 808 4000
www.nationaldebtline.co.uk

We understand that circumstances change and by keeping us up to date with any changes in your financial circumstances it will 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.

No. Our aim is to help you to clear the outstanding balance, not to increase it. We will not charge any fees or interest.  Our clients may periodically adjust your balance to reflect any payments you have made to them or as a result of any charges they have applied based on the Terms and Conditions of the contract you have signed with them.

Our 'How to Pay' page provides the various methods by which you can pay BPO. Before we set any agreement our staff are trained to ask questions to establish what is an affordable arrangement that is realistic and takes account of your circumstances.

If your card is due to expire or you need to update us with a new payment card, please go to the My Account section. Click the 'cog' icon next to your arrangement summary, from here you will be able to supply us with your new card details.

Please call us so that we can resolve the matter.

Alternatively you can email us at [email protected] or send us a letter to:
BPO Collections Ltd,
Marina Quay,
Dock Road,
Ardrossan,
Ayrshire,
KA22 8DA

A CPA is an arrangement that gives BPO the authority to regularly take payments from a debit card account that you have agreed to. Many customers choose to pay by continuous payment authority as it means they do not need to remember to make payments every month.

To cancel a CPA you can notify us at any time before close of business on the day before the payment is due to be taken. You also have the right to cancel directly with your card issuer up to one working day before the payment is due.

We are sorry that you have found cause to complain about your experiences with BPO Collections and we genuinely want to work with you to investigate your complaint.

Please contact our Complaints Resolution Team who will be able to help you.

For more information on our complaints handling process please download our complaint handling leaflet.

If you have appointed a debt management company to manage your finances we will need to speak with them so that we can discuss your account and agree a way forward.

In this instance, please contact us providing contact details of your debt management company. Please provide as much information as you can, such as reference number or account number.

We understand that circumstances can change, in the first instance call us so we can help. Below are some guidelines to follow if you must cancel your agreement with us:

Direct Debit
Gives us the authority to regularly take payments from a bank account that you have specified. Many customers choose to pay by direct debit as it means they do not need to remember to make payments every month. It is worth noting that you may be charged by your bank if funds are not available at the point we requested them from your bank.

To cancel a direct debit, you need to notify us at least five days before the payment is due to be taken. Or you can notify your bank directly, either in writing or by using your telephone or internet banking service up to one working day before the payment is due.

Continuous Payment Authority (CPA)

Gives us the authority to regularly take payments from a debit card that you have specified. Many customers choose to pay by CPA as it means they do not need to remember to make payments every month. It is worth noting that you will not be charged by your bank, if funds are not available at the point we requested them from your bank.

To cancel a CPA you can notify us at any time before close of business on the day before the payment is due to be taken. You also have the right to cancel directly with your card issuer up to one working day before the payment is due.

If you are paying a regular arrangement by any other method and wish to cancel this, please contact us so that we can discuss future repayments.

We are here to help and our team is on hand to answer any questions you may have.

If you hold an account with BPO it is important to contact us, so that we can work together to understand the circumstances surrounding your account. We appreciate it can be daunting or possibly embarrassing speaking to a stranger about your finances, but we are here to help. All we ask is that you talk to us so that we can work with you to agree a realistic solution.

Ignoring or avoiding the situation will result in further telephone calls and letters from BPO, or additional collections activity from our clients.

We treat each of our customers fairly and as individuals, working with them to build realistic and affordable repayment plans to suit their needs and circumstances. Our aim is To make any dealings with BPO Collections Ltd as positive and stress-free as possible.

We recognise that there are times where some of our customers will be unable to deal with their account directly, we can still help.

Sometimes our customers agree to a third party, such as a family member, solicitor or welfare rights organisation, seeking To help deal with their account and obtain access to the customer's personal information.

Please contact out Customer Support Team requesting a Form of Authority (FOA) by email on [email protected] or by letter to :

BPO Collections Ltd,
Marina Quay,
Dock Road,
Ardrossan,
Ayrshire,
KA22 8DA

Our team will send you out a copy of our FOA by email or post for you to complete and return to us.

Please include an explanation of why the FOA has been requested to help us understand our customer's situation.

Legally we cannot disclose information without lawful authority from the customer or the customer's legal guardian, we take our customer's security seriously and need formal consent before any disclosure will be given.