PROCEDURE

These are the steps we take to contact you if we receive mail ‘returned to sender’:

1. We will check if we hold telephone or email address details on our systems, and try these methods of contact to get an up-to-date address.
2. If we are unsuccessful, we will then send a generic letter to the postal address that we hold on our systems, enclosing an up-to-date information form requesting its completion, or (if the property is rented) that it is forwarded to either the landlord or the landlord’s agent. If this address is different to the property address, and if we do not receive a response to the letter, we will then proceed to change the address on the account to the property address and send a further generic letter explaining the above.
3. If this, too, is unsuccessful, and your account is in arrears, your account will be placed with debt collectors/solicitors and you will be liable for further costs. Your lender may also be asked to pay your arrears as per the terms of your mortgage agreement.

ADVISING US OF YOUR CHANGE OF ADDRESS DETAILS

We accept notice of your change of address by email or in writing.
We will always write to you at your new address to confirm the details we hold. If you do not receive written confirmation from us, you must contact us again to confirm.