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Common questions

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 want to pay but can’t afford to pay in full. What should I do?

We promise to be flexible and sympathetic to what’s going on in your life, and not simply demand repayments that are unrealistic for you. By registering for an online account, you can set up a repayment plan based on your circumstances. If you are not sure what you can afford, use our handy repayment affordability calculator. Alternatively you can contact us on 0113 887 8587 to discuss your circumstances and agree a repayment plan.

Are any settlement discounts available?

We are open to all reasonable offers of what you believe you can afford to repay. You can put your offer to us by visiting the ‘Submit a settlement’ offer within your online account or by submitting a settlement offer online.

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 pay' page for details on other ways you can make a repayment.

What if my circumstances change and I can’t make my agreed repayments?

We understand that circumstances can change, and therefore your repayment plan may have to change as a result. Please contact us with details of the change of circumstances – 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 log in to your online account and select ‘I am with a Debt Management Company’ on the dashboard, and 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.

I have a complaint. What should I do?

If we haven’t got something right, we’d like the chance to put it right as quickly as we can. To register a complaint please e-mail us at [email protected] or call us on 0113 887 6876 with details of your complaint. Please provide your Lantern customer reference number, a description of your complaint, how you think we can resolve it, and any other relevant information. You can see details of our complaints policy 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.

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.