Coronavirus (COVID-19) Help and Support

• Yes, we are operating as normal and making sure we follow the government guidelines to ensure our staff are safe.
• You can also register for, manage your account and make payments on our website or you can make a payment by calling 0330 060 1500

• Don’t worry, we’re here to help and will always support you when the unexpected happens. We can be flexible to meet your circumstances.
• You can register to view and manage your account online at any time. If you can’t use the online service or need to speak to someone, give us a call on 0330 060 1500, and we’ll help you find the right way forward. Additional support and information can be found at free and impartial services such as Payplan and StepChange.

• Coronavirus could affect you in many different ways and we know you may have concerns about the knock on effect on your finances and wellbeing. We understand your situation may change, so if you’re concerned, please get in touch with us as soon as possible. The sooner you contact us the quicker we can help and work with you to put your mind at rest.

• We understand you may be feeling worried or unsettled by what's going on in the world. You’re not alone in feeling like this and you can find lots of practical advice and support online. Organisations such as The Samaritans and Mind might be able to help you.

To make online payments you will need to sign into your account. If you don't yet have an account, you can register here in under 5 minutes and start making payments straight away.
 

Whilst payment transactions are normally immediately reflected on your 'My Account', on some occasions, payments can take up to 24hrs to appear on your account and/or account transaction history.

NCO’s significant area of experience, knowledge and growth is in the Financial Difficulties sector, predominantly for Banking and Financial Services Clients whose customers have engaged a third party debt management company (DMC) to act on their behalf.

This programme is called Resolve.

If you have received contact from us, please do not ignore this. You may not have heard of NCO before, we work on behalf of many lenders and credit purchasers. One of our helpful and friendly agents will be more than happy to explain in detail the reason why we have contacted you.

This may be to:

• Discuss your account
• Take a due payment
• Set up an arrangement plan
• Make sure that the plan you have is still affordable to you
• Simply to ask you for up to date information

If you are in a debt management plan, you should inform your debt management company and ask them to contact us on your behalf. It is useful to either give them the full details on the letter, including our reference number by telephone or send it to them by post.

If you are not in a debt management plan, you should contact us directly by phone or email as soon as possible. One of our friendly and professional agents will assist you further and explain what your next steps are. We have multi-lingual agents to ensure all of our customers get the best experience we can offer.

We ensure your data is protected by utilising industry standard encryption (AES256) across our network circuits and data repositories.

If you have forgotten your password, please click the following link to reset your password. If you continue to experience problems or are unable to log on due to issues other than a forgotten password, please contact one of our Customer Service Representatives on 0330 060 1500

Yes of course, you can still speak to our team about any aspect of your account on 0330 060 1500

If you require any information in any other format such as large-print or braille letters; please contact us on 0330 060 1500 or via email at enquiries@ncoeurope.com and we will be happy to assist you further

Feedback/Complaints can be made by phone, email or in writing. Our team aim to resolve any issues by the end of the next working day. However should your feedback not be resolved by then this will be escalated to our Customer Relationship Team.

For more details regarding making a complaint, please see our dedicated Feedback/Complaints page.

Places For Free Advice

If you would like advice about your wider finances, there are a number of organisations that can offer free independent advice and support.

Money Advice Service

www.moneyadviceservice.org.uk 

Step Change Debt Charity

www.stepchange.org 

National Debtline

www.nationaldebtline.org 

Samaritans

www.samaritans.org 

Payplan

www.payplan.com 

Tully

www.tully.co.uk

Citizens Advice

www.citizensadvice.org.uk

Debt Advice Foundation

www.debtadvicefoundation.org