FAQ's
Have you added any interest, fees or charges to this account?

No, our policy is to never add any interest, fees or charges to an account that we purchase from a lender.

I am in financial difficulty. What should I do?

You should always pay priority bills first. Priority bills include mortgage, rent, utility bills etc. We’ll offer you as much support as possible with your Lantern account and our team are happy to answer any questions you have. If you would like to speak to one of our dedicated customer care team, please contact us on 0113 887 8587. Alternatively you can seek free, confidential and impartial advice from a number of independent organisations listed here.

I can't afford to pay in full. What should I do?

The same goes for many of our customers. We simply ask you pay what you can reasonably afford. To set up a repayment plan register an account or call us on 0113 887 8587.

Are any settlement discounts available?

If you’d like to settle your debt, make us an offer. We’ll consider any reasonable amount.

How do I make a repayment?

You can make a one-off repayment or set a repayment plan by registering for an online account and going to either the ‘Make a repayment’ or ‘Setup a repayment plan’ area. Visit the ‘How to repay’ page for details on other ways you can make a repayment.

What if my circumstances change and I can't afford my repayments?

Nothing in life is fixed. That should go for repayments too. If things change, contact us with the details – either by emailing us at [email protected], requesting a call back via your online account or by calling our customer care team on 0113 887 8587.

I have paid this account already or believe the balance is incorrect. What should I do?

Please login and use the contact form in the ‘Contact Us’ area of your online account, providing details of your circumstances so that our team can investigate and come back to you. Alternatively, you can call our customer care team to discuss this on 0113 887 8587.

I have instructed a Debt Management Company to deal with my debts, what should I do?

Please login to your account click on ‘contact us’ option and select “I am with a Debt Management Company”, then provide details of your debt management company. We will place your account on hold for 30 days to allow them to get in touch. Please ask your Debt Management Company to get in contact with us within this time period.

I have a complaint. What should I do?

If we’ve fallen short in anyway, we’ll move quickly to put things right.  Simply e-mail us at [email protected] or call us on 0113 887 6876 with the details of your complaint. Please include your Lantern customer reference number and any other relevant information. You can see details of our complaints procedure here.

What happens if I do nothing and ignore your communications?

Unfortunately your debt with Lantern will not simply go away. If we are unable to contact you and agree an affordable repayment plan, we will have to evaluate the next course of action for your account. This may include assigning your debt to one of our debt recovery partners or to our solicitors to assess potential legal action.

What is a Credit Report?

Credit Reference Agencies (CRA) collect information from public records and companies that you are linked to, this can include banks, loans, utilities and mobile phone companies. They securely hold this data and put it into your credit report which calculates a credit score. This is accessed by authorised businesses for things such as credit, job applications, landlords, or even new mobile phone contracts.

Who do Lantern share my information with?

Lantern register with Experian, Equifax and Transunion. Not all companies use all three and it’s important that you check your credit file and score regularly. You can do this by using free online services like ClearScore, Credit Karma or MSE Credit Club, each one of these will give you access to your report for each CRA.

How can I improve my credit report and score?

Managing all of your credit accounts will show you are in control of your financial situation. To ‘tidy up’ your credit score, making payments to clear any unpaid defaults can look favourable to lenders. Starting to make payments will also prevent any further action which can include your account being referred to debt collection agencies, reconnection services or even court action which could result in a County Court Judgment (CCJ).

Will you update my credit file when I make repayments?

If your account is being reported at the credit reference agencies, we will update them with details of any repayments that you make. If you pay your account in full, any default will show as ‘satisfied’. If we agree to accept a discounted amount as settlement, any default will show as ‘partially satisfied’, when paid. Once your repayment has cleared we will inform the credit reference agencies so that your credit file can be updated to show your account has been paid.  Updates are communicated to the credit reference agencies at the end of each month and will be applied to your credit file by the credit reference agencies within the first 2 weeks of the month following repayment.

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