Frequently asked questions

I have a complaint, what should I do?

We always aim to offer you the best possible service but do understand that there may be occasions when our service falls below your expectations. If this does occur, you can make a complaint online here or by phone call [0808 1965 541], by letter [2 The Cross, Kilmarnock, KA1 1LR] or by email, complaints@pragroup.co.uk.

Further details can be found within our PRA Group Complaint Leaflet.

In line with the Financial Conduct Authority requirements, we publish our complaint statistics. Our latest statistics can be found by following this link

What can I do if I am unhappy with the outcome of the final response you have issued?

We aim to resolve your concerns to your satisfaction but we understand that sometimes you may still remain dissatisfied with the outcome communicated in our final response to you. If this occurs, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS).

On your behalf, FOS may conduct an independent investigation into the concerns you have raised. They aim to settle disputes fairly between financial organisations and their customers. You can contact the Financial Ombudsman Services by phone, on 0845 0800 1800 or on their website,
www.financial-ombudsman.org.uk.

You are also able to contact the Credit Services Association [CSA are the UK trade association for the debt collection and debt purchase industry]; please be advised that they only accept complaints in writing and should you wish to contact them, you must first complete their complaint form, which can be found on their website, www.csa-uk.com.

If these organisations are able to consider your complaint, they will take appropriate action to fully resolve your complaint.

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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