Your options

When you have an outstanding balance with dlc you will have many options available to you

  • Clear the account in full
  • Set up a Personal Payment Plan and pay monthly
  • Make a one off payment

For even more options, or for questions about your account please do call us.

We do, on some occasions, refer our accounts to third parties and our legal partners. The best way to avoid this is to contact us.

Credit Reference Agencies

There are three main Credit Reference Agencies in the UK – Experian, Equifax and CallCredit. The Credit Reference Agencies record details of credit accounts and the repayments people make towards them. Most people who have borrowed money from a lender will have information held by the Credit Reference Agencies – this is called your credit file.

For many of our customers their account is registered at a Credit Reference Agency, this will show with the name of dlc.

Benefits of making payments.
Where payments are made to an account they are reflected each month to the Credit Reference Agencies and all payments are shown by reducing the outstanding balance.

Where the full balance is paid the account is show as “satisfied” with a nil outstanding balance.

If an agreed reduced amount or discount amount is received to clear the balance, the outstanding balance is shown as “nil” and marked partially settled (“P”) which indicates the account was cleared for a reduced balance.

Consequences of not making payments.
All lenders from mortgage companies to mobile phones providers will use the Credit Reference Agencies and this information will be available to them make decisions about whether to lend money to someone. They can see where no payments are being received and this is likely to have an impact on their assessment.

Free Financial Help

​There are organisations that can offer you free financial advice or guidance; some of them are listed below.

If you appoint a debt management company all you need to do is give us your new reference number with them.

Customer Feedback

What our customers say

I’m completely satisfied with the way everything was handled and I don’t have any comments on how to improve. I think have been dealt with very fairly.

The call handler was exceptionally good at what she did, I would recommend her to anybody.

I think you have been extremely pleasant, understanding and supportive. I would like to thank dlc for that. Without your support, life would have very difficult, in fact much more difficult than it already has been and the support has been absolutely brilliant.

The gentlemen I spoke to was very professional, incredibly helpful and I am very happy with the service from dlc.

I don’t think you could have been any better to me if you had tried, the agent I dealt with was wonderful and she made me feel so much more at ease, she was lovely. Thank you so much.

I was extremely pleased with the way I was dealt with and with the service I received.

Everything was very satisfactory and I am very pleased with the way everyone speaks when I have to contact you. You are all very helpful.

They were extremely courteous, efficient, helpful and understanding.

I was very happy with the way I was treated. It was nice to speak to a person rather than a recording and I prefer to do things over the telephone. I am very happy with the answers I got and I will speak to you again soon.

When things go wrong

We know we don't always get things right. Sometimes our customers feel that we haven't treated them fairly, or they have a problem which we haven't dealt with as well as we could have. No matter what the issue we want to hear from our customers so that we can look into their concerns and try and make it right.

We are dedicated to bringing our customers the best experience we can. We take on board all the feedback we receive and we try to fix issues that are identified. We have implemented many new practices from the feedback we've been given by our customers, and we're still ready to learn and develop. From listening to our customers we have improved our communications, offerings and products to suit our customers better.

If you need to make a complaint, click here to find out how.

More information:

The Financial Conduct Authority publishes collective complaints data covering all firms.

The Financial Ombudsman Service publishes separate complaints data on the number of complaints referred to it by individual firms.

To view complaint information for dlc and the Cabot Credit Management Group, click on the link below

CCM Complaint Data