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27 Mar 20

IMPORTANT: Customer Update for Coronavirus (COVID-19)


As a business we are committed to taking all reasonable steps to ensure the safety of our colleagues during the Coronavirus pandemic. We have been carefully monitoring information published by the Government and the Financial Conduct Authority (FCA), taking steps to adapt our working practices where necessary.

After careful consideration we have made the decision to close our offices, effective Friday 27 March 2020. We apologise for any inconvenience caused however, the safety of our colleagues is our main priority at this time. Some of our colleagues will be working remotely so we can continue to provide services to our Customers however, there will be some unavoidable disruption to the service we provide to you. For the period our offices remain closed:

  • there will be delays processing or issuing any postal correspondence;
  • telephone services we offer may be unavailable at times; and
  • there will be delays responding to email communication.

Where you need to contact us, we urge you to do so via email and we will respond as soon as we are able; our email address is

You may not receive any updates or responses to any information requests or Claims in the timeframe you would expect. Most of the financial organisations we work with have confirmed that they will not be completing any work on information requests or outstanding Claims for at least the next three weeks as they focus on providing essential service to their Customers.

We will continue to complete as much work on your Claims as we can during this period and will pass on any updates or requests we do receive from your Lenders. We will primarily communicate with you via email so please look out for our messages in your inbox.

We thank you for your patience and understanding during these challenging times.