frequently asked questions

When and how can I contact you?
You can contact us by telephone on 0141 447 0554. Alternatively you can contact us by email or you can write to us. Please refer to the contact us section on this page.
I cannot afford to pay in full - what can I do?
Please call us on 0141 447 0554 and we can work together to arrange a suitable payment plan for you. Alternatively you can contact us by email or you can write to us. Please refer to the contact us section on this page
I am in serious financial difficulty, who should I pay first?
You should always pay priority debts first. Priority debts include mortgage, rent, fuel etc. We would advise you to contact a free money counselling service to prioritise your debts.
The person named on your letter does not live here. What should I do?
Please return the letter to us and we will update our records.
How much does it cost to call your offices?
All calls to our 0141 numbers will be charged at your standard network rate.
What happens if I ignore your letters?
We can only help you if you talk to us. If you ignore our letters this may lead to further action.
Why do I need to confirm my full name and address before discussing my account?
This is for your protection and to comply with the legal obligations we have with regard to the Data Protection Act.
I have received a letter saying I owe money to my former energy supplier, but I was on a pre-payment meter?
Even if you pay for your energy through a Pre-payment Meter, you can still owe a bill to your current or former energy supplier when you change your supplier or move address. The most common ways in which a debt can be owed when using a Pre-payment Meter are:

The debt being paid off via the Pre-payment Meter still has a balance outstanding at the time the customer changed supplier/moved address.

The property was empty for a period of time which will mean that the debt is for Standing Charges.

Another suppliers card/key was used meaning that the payments have been going to the energy supplier who owns the key/card rather than to the actual provider of the customers energy. This can be resolved without any payment as long as we are able to obtain specific information with regards to the key/card used.
I have a complaint. What should I do?
Whilst we try our very best to ensure that you understand and are satisfied with how we handle your account, we recognise that there may be rare occasions when you are dissatisfied with aspects of our service. In the unlikely event that this is the case, please e-mail us at complaints@pastduecredit.co.uk. We promise that we will place your account on hold whilst we investigate your issue and will get back to you as soon as possible.
I have setup Continuous Payment Authority, how does it work?
A continuous payment authority is a type of regular automatic payment that you can set up using your debit or credit card. With continuous payment authorities (sometimes also called ‘recurring payments’ or ‘repeat card payments’) we will ask for the long number across your debit or credit card rather than for your bank details.

Whilst you might have heard of direct debits and standing orders, continuous payment authorities are slightly different. They do not offer the same guarantee as direct debits.
What if I need to cancel or change my Continuous Payment Authority?
If you wish to cancel or change your CPA you can do so by emailing us at info@pastduecredit.co.uk, naming the subject: "Cancel or Change my CPA". You also have the right to cancel directly with your card issuer.

REMEMBER: IT IS YOUR RIGHT TO CANCEL CONTINUOUS PAYMENT AUTHORITIES DIRECTLY WITH YOUR CARD ISSUER

However, it is recommended you inform both ourselves and your card issuer when cancelling a continuous payment authority. You may also want to check your next statement to ensure the payment has been cancelled as requested. Keep in mind that you will still be responsible for paying any money that you owe.
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Authorised and Regulated by the Financial Conduct Authority for accounts formed under the Consumer Credit Act 1974 (amended 2006)
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