Frequently asked questions

How do I manage my account?

Login to find out information on managing your PRA Group account. You only need your name, date of birth and postcode, or reference number & password, from a PRA Group letter to view your account and make a payment. Learn more.

Where can I find my reference number or password?

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

Why have you sent me a statement?

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

My financial circumstances have changed, what should I do?

You should always keep us up to date with any changes in your financial circumstances because the more we understand your situation, the better placed we are to help you come to a suitable resolution. You can fill in and submit an Income & Expenditure form here.

How do I request written confirmation my account is closed?

Please call us on 0808 196 5550. Alternatively, you can email us at enquiries@pragroup.co.uk.

How do I change my payment plan amount or date?

You should contact us to change your payment plan. Please call us on 0808 196 5550. Alternatively, you can email us at enquiries@pragroup.co.uk.

I have already appointed an advisor to deal with my finances, what should I do?

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.

Can I provide my income and expenditure details online?

Yes, you can provide this information by clicking here.

Can I see what information PRA Group (UK) Limited holds on me?

You are legally entitled to understand how we process your personal data and to have access to such data. Please see our data protection policy here. For more details and you can contact us on 0808 196 5550 or email us at enquiries@pragroup.co.uk to make request access to the personal data we hold about you.

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

I’ve been told my debt is unenforceable, what does this mean?

Where a debt is unenforceable, the balance will remain outstanding, and if you don’t pay, it could affect your credit record.

PRA can still:

  • Contact you by letter or phone to ask you to pay what you owe
  • Transfer your information onto a subcontracted debt collection agency
  • Continue reporting this account on your credit file
  • Pass your information to a credit reference agency, which might affect your credit record
  • Send you a default notice if you miss any payments
 

If your debt becomes enforceable at any point, we will write to you to let you know.

PRA cannot:

  • Secure a County Court Judgment (CCJ) against you
 

If you have any questions about this, please contact us on 0808 196 5550. Alternatively, you can email us at enquiries@pragroup.co.uk.

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Transcript

Each year millions of people fall behind on their bills for many reasons - things don’t go as planned, and then debt happens…

When a person is unable to pay back a loan, credit card or another account, their creditor may sell that debt to a company like ours.

If your account was sold to us, we’re here to help make repayment easier.

We’ll send you a welcome letter that explains who we are and invites you to access your account online –

where you can view your account information and manage flexible payment options that allow you to create an affordable payment plan, make a payment or pay it all off.

We don’t add interest or fees, and we won’t sell your account.

And when your debt is cleared, we’ll happily send you a confirmation.

Because we understand debt happens.

We’re PRA Group.

We’re changing the way debt repayment works by treating our customers with the fairness and respect they deserve.

We’ve helped millions of people clear a debt - let’s work together to find your path to recovery.

Debt happens. So can recovery.

www.pragroup.co.uk