Call us today on 03330 145 145
We want to help
Banks, credit card companies and other credit providers sometimes prefer to assign the management of their loans to Link. That’s why you may have received a letter from us explaining that we’re now managing a debt you owed to another lender.
If you’re a new customer…
…there are just two points to remember:
- From now on, your repayments should be made directly to us — not your original lender
- If you can’t keep to the arrangements we agree between us, you must let us know straight away so that we can consider a more manageable repayment plan. Please call 03330 145 145 or email us at [email protected]
If you’re up to date with your payments, then please continue making them to us. However, if you’re experiencing a few financial problems, please get in touch — you’ll find our approach fair, helpful and supportive.
Treating customers fairly from day one
We’re committed to doing the right thing for you
When it comes to managing your finances, 99 per cent of the time things run smoothly. But should a problem crop up, we’ll do whatever’s necessary to help you solve it.
Everyone at Link knows and accepts that each customer — irrespective of their circumstances — has to be treated fairly and with respect. We will listen carefully to what you have to say, take full account of your circumstances and work to find a positive outcome for you. In the end, we’re here to solve problems, not create them.
However there may be occasions where you think we could have done better.
Our Complaint Handling Procedure is clear and simple. It gives customers an easy way to contact us when they need to complain, and in turn, allows our business to give the complaint the attention it deserves and resolve any issues fairly and without delay.
Our dedicated Complaints & Dispute Resolution Team are here to assist you with your concerns and can be contacted by post, email or telephone:
The Complaints & Dispute Resolution Team
Link Financial Outsourcing Limited
PO Box 107
Caerphilly CF83 3GG
Telephone: 03330 145 145
Lines are open:
Monday to Thursday: 08:00 to 20:00
Friday: 08:30 to 17:00
Saturday: 09:00 to 14:00
Email: [email protected]
You may download a copy of our Complaint Handling Procedure and a Complaint Form.
Link Financial Outsourcing Limited is authorised and regulated by the Financial Conduct Authority and works with the Financial Ombudsman Service (FOS) to resolve customer disputes.
For further details on the Financial Ombudsman Service visit www.financial-ombudsman.org.uk or call 0800 023 4 567 (calls to this number are free on mobile phones and landlines). Or you can write to: The Financial Ombudsman Service Exchange Tower, London E14 9SR.
Link is a member of the Credit Services Association (CSA).
As a CSA member, we are proud to support their #heretohelp initiative which aims to give people who are in debt the confidence to get back in control.
You can watch their video here.
Make a card payment
Making your payments online by debit card is a secure, immediate and easy way to pay.
The ‘Pay online’ link will take you to our secure payments page where you can enter your debit card details.
Please note that in line with industry best practice, Link does not accept payments made by credit card.
If you believe you have made an incorrect payment online or via our automated telephone service, please contact us on 03330 145 145. We will investigate and, where applicable, refund the incorrect payment.
Prior to making your payment with us today, please ensure that all your priority bills such as mortgage or rent, council tax, utility and food bills are up to date.
About continuous payment authorities:
A continuous payment authority (CPA) is a type of recurring payment that you can set to come off your debit card. Similar to a Direct Debit, you can choose a recurring date each month for your debit card to be debited. You can cancel a CPA at any time by contacting us or your card provider. If an error is made in the payment of your CPA, you are entitled to a full and immediate refund of the amount paid.
To set up a recurring card payment, please call us on 03330 145 145
Pay Online
If you are able to make a final settlement offer or increase your regular repayments
Settling your account
If you find yourself in a position where you have sufficient funds to propose a realistic final settlement figure (in the form of a lump sum), please let us know.
Your offer will be considered based on the total amount you owe us and your individual circumstances. We’ll let you know quickly if your offer is accepted and, if it is, the rest of your debt will be written off on receipt of your payment.
Increasing your regular payments
If you have a payment plan with us and wish to increase the payments, you’ll need to complete a new Personal Budget Form so that we can consider a new arrangement. You can download the Personal Budget Form here.
Please send the completed form to:
Link Financial Outsourcing Limited, PO Box 107, Caerphilly CF83 3GG or by email: [email protected].
Regular payment plans
We want to help
If your account is overdue, or in default, we expect you to repay all the money you owe as soon as possible. If you’re not able to do that, we may be able to arrange a regular payment plan for you. A payment plan allows you to repay your debt over a period of time and usually without any extra interest being added to your account.
To qualify for a payment plan, you’ll need to be totally open with us and tell us why you’re not able to pay the entire debt straight away. We’ll want to be certain that you can keep to your payment plan taking into account your income, essential outgoings and any other financial commitments you may have. You’ll also need to agree not to take out any additional credit during the repayment period.
Please don’t ignore the problem — it’s not going to go away
It’s important that you take action now. We want to work with you to help you get your finances back on track, as we’ve done with thousands of other people in the same situation.
If you wish to apply for a payment plan please download the form here and return it to us once completed.
Please send the completed form to:
Link Financial Outsourcing Limited
PO Box 107
Caerphilly CF83 3GG
Email: [email protected]
Get free, confidential and expert advice on a debt problem
Unlike commercial debt management companies, which usually charge for their services — so increasing your total debt — debt advice charities are impartial and free to use. You may also find it helpful to take a look at our Frequently Asked Questions page.
Step Change Debt Charity:
Helpline — 0800 138 1111
www.stepchange.org
National Debtline:
Helpline — 0808 808 4000
www.nationaldebtline.org
These organisations will go through your situation, explaining the jargon and suggest how you can start to get to grips with the problem.
MoneyHelper is backed by government and can help with free, impartial guidance.
You can also check your credit report for free with Credit Karma.
What’s in it for you?
- Understand your credit score and rating to help you make smart financial decisions
- Gain visibility to help protect against identity fraud
check your credit score
Contact us
We’re here:
Monday to Thursday 8.00am to 8.00pm, Friday 8.30am to 5.00pm and Saturday 9.00am to 2.00pm.
You can also manage your account and make payments via our website and self service portal.
Please have your Link Reference number to hand when you contact us and include it in any written communication.
Phone: 03330 145 145
(Now free to call from a mobile)
Calls may be monitored or recorded for staff training, quality and security purposes
Email: [email protected]
Post: Link Financial Outsourcing Limited, PO Box 107, Caerphilly CF83 3GG
DX: DX 148020 Caerphilly 6
Personal Budget Form
Although our Account Officers are able to take a financial statement over the phone you may want to download and complete our Personal Budget Form and mail it to us with your offer of repayment.
General Enquiries
For general non-customer enquiries about Link, please contact us on 03330 145 145 or email us at [email protected].