Customer
Support Hub.

We know things are tough right now. That’s why we have put together some links that might help. Check out the information below and as always, please get in touch if you have any questions.



Free Debt Management Advice

We appreciate that everyone’s circumstances are different and dealing with debt can be daunting. Whilst we hope you feel comfortable enough to speak with our agents, we understand that seeking impartial advice from industry experts may help you overcome the challenges you are currently experiencing.

We have partnered with PayPlan who are an industry leading free Debt Advice provider. We would recommend speaking to them if you feel you would benefit from an impartial conversation about your current circumstances. Alternatively, if you would prefer to chat to one of our friendly agents please login to the portal.

If you are already seeking help, please let us know by clicking here where you can update your reference.

PayPlan Free Debt Help

Get help online from PayPlan now

Visit PayPlan

Or call on 0800 280 2816
(Mon to Fri 8am-8pm, Sat 9am-3pm)

PayPlan are one of the UK’s leading free debt advice providers. They can help you understand your finances and talk through some options to get things back on track.

You can reach them online or over the phone, with all their advice being 100% free and confidential.

The free, independent organisations listed below also have specially trained staff on hand to help with your situation.

StepChange Debt Charity

Phone: 0800 138 1111
Website: Click Here

Money Helper

Phone: 0800 138 7777
Website: Click Here

National Debtline

Phone: 0808 808 4000
Website: Click Here

Money Advice Scotland

Phone: 0141 572 0237
Website: Click Here

Citizens Advice Bureau

Phone: 0800 144 8848
Website: Click Here

Debt Respite Scheme


Website: Click Here

Free Mental Health Advice

At The Digital DRA we understand the weight of debt and we will always prioritise your mental health when discussing your account. If you believe that seeking professional assistance and guidance could be beneficial, we encourage you to explore the links below:

The free, independent organisations listed below also have specially trained staff on hand to help with your situation.

Samaritans

Phone: 116 123
Website: Click Here

CALM

Phone: 0800 585858
Website: Click Here

MIND

Phone: 0808 800 444444
Website: Click Here

Andysmanclub


Website: Click Here

Gambling

Gambling can have a significant impact when it comes to managing your finances. If you’re struggling with gambling, we encourage you to reach out and discuss this with us.

Alternatively, the free, independent organisations listed below have specially trained staff on hand to help with your situation.

GamCare

Website: Click Here

Gamble Aware

Website: Click Here

Gordon Moody

Website: Click Here

Free Energy Advice

If you’re struggling to pay for your energy or anticipate difficulties, we encourage you to reach out and discuss this with us so we can help. We have also put together some useful links that might help below:

The free, independent organisations listed below also have specially trained staff on hand to help with your situation.

Turn 2 Us

Website: Click Here

Ofgem

Website: Click Here

Gov.uk

Website: Click Here

Benefits Calculator.

In the UK there are over 8mn households missing £16bn in benefits.

The most common reason why people miss their benefits is that they are unaware of the benefits they are entitled to or assume that they are not eligible.

We've partnered with inBest to help our customers learn about any entitlements they may have.

Get Started


Frequently Asked Questions

You can read or listen to some of the common questions (and answers!) we get asked by customers below. If you can’t find the information you’re looking for, please don’t hesitate to get in touch with us. Our friendly team is always ready to assist you.

We're a digital-only debt resolution agency that's erasing the stigma associated with debt by putting you, the customer, first.
Get in touch by replying on any of the channels we’ve contacted you on. Or you can log in and speak to us via webchat.
Please look at the last email or SMS you have received from us!
We’ve reached out because our client has passed your account to us. By working together, we know we can successfully resolve your situation.
Open banking is a practice that allows banks and third-party financial service providers secure access to your banking and other financial data. This means, if and when you authorise us to do so via your banking App, we can take payment directly from your account or calculate an affordable payment plan based on your income and expenditure information.
Simply sign into the Customer Portal and choose from the account options.
You can raise a query by either replying on the channel we contacted you on or by logging into the Customer Portal and going to the ‘Need some help?’ section.
If you think we’ve contacted you in error, please get in touch by replying on any of the channels we’ve contacted you on.
We have a specially trained team to help you in any way we can. Please log into the Customer Portal. Alternatively, you can get free, independent debt advice here.
Get in touch by replying on any of the channels we’ve contacted you on and one of the team can help you.
We’re sorry to hear that. You can raise a complaint by either replying on the channel we contacted you on or by logging into the Customer Portal and going to the ‘Need some help?’ section.
It depends if the client has reported anything to the credit reference agencies. If they have, then missed payments (or ‘defaults’) will have a negative impact on your score.
It depends if the client has reported the missed payments (or ‘defaults’) to the credit referencing agencies. If they have, the sooner you can get this marked as satisfied/settled, the better.It depends if the client has reported the missed payments (or ‘defaults’) to the credit referencing agencies. If they have, the sooner you can get this marked as satisfied/settled, the better.
If you miss payments or you don't pay the right amount, your creditor may send you a default notice, also known as a notice of default. If the default is applied it'll be recorded in your credit file and can affect your credit rating. An account defaults when you break the terms of the credit agreement.
You might have a county court judgment (CCJ) against you if you owe someone money and a court ruled that you have to pay it back. Your credit rating could be affected if you have a CCJ against you. This means it might be difficult for you to borrow money or get credit.
If you ignore our contact we are unable to help you and our contact strategy will continue. Once we return your account to our client it will be up to them how they manage your account moving forward. This may include taking additional steps to recover thier money such as taking legal action via County Court, selling your account to a Debt Purchaser or asking another Debt Agency to contact you about the matter.
If a creditor is no longer trading in the UK, you may still owe the debt if it was incurred while the creditor was trading in the UK. This is because the debt is still legally enforceable as per the original contract and the debt will be owed to the administrators assigned to run the company.
No, we will not send bailiffs to your house. We are a Debt Resolution Agency that uses digital channels and conversational technology to contact customers about their outstanding debt repayments.
If you have already complained to the Ombudsman, you will need to wait for their decision. The Ombudsman will usually take a few months to investigate your complaint once they have made their decision, you will be notified in writing. Please let us know your case reference number if you have an outstanding complaint with the Ombudsman, we will ensure our client is aware of the situation.
Check if your supplier has used your actual meter readings or an estimate to calculate your bill. If it's estimated, provide a meter reading to update your account. If the bill isn't based on an estimate or if something feels wrong, chat with us, and we'll resolve the issue your supplier.
Your bill will display a debit balance with "DR" (e.g., £45 DR) or a credit balance with "CR" (e.g., £45 CR).
You can usually access and download your bills from your suppliers online account, if you are unable to do this please chat with us and we may be able to send you one or arrange for one to be sent.
This is more than likely due to a technical issue and your supplier may have been unable to retrieve the meter readings. If you have your meter readings please chat with us and we can raise this as a query directly with your supplier.
Your supplier may charge late fees for missing a payment, you can check this by looking at your most recent bill.
Yes, not paying your energy bill can potentially have a negative impact on your credit rating. Utility companies often report late or missed payments to Credit Reference Agencies. If you consistently fail to pay your energy bills on time, it may have a negative impact on your credit score.
A standing charge is a fixed daily amount that you pay on your energy bill regardless of how much energy you use. It covers the costs incurred by your energy supplier to ensure your home is connected to the energy network. These are owed even if the property has been empty for a period of time.
An energy meter reading tells you how much energy you have used since the last time you took a reading. This information is important for your energy supplier to calculate your bill. It can also help you to track your energy usage and identify areas where you can save energy. If an actual meter reading is not available, your supplier will estimate the usage.
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We adhere to complaints in line with the processes outlined by The Financial Ombudsman Service, Details can be found on their website www.financial-ombudsman.org.uk

The Digital DRA Ltd is registered in England and Wales, company number: 13264034. Registered office: Office 5, Elsie Whiteley Innovation Centre, Hopwood Lane, Halifax, HX1 5ER. Information Commissioners Office registration number: ZB048480. Authorised and regulated by the Financial Conduct Authority, Firm Reference Number: 949092.

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