Coronavirus COVID-19 Client Communication
Creditline Financial Limited is committed to the maintaining of our service to our clients during this challenging time, whilst meeting its duty of care to our staff and their families alongside our regulatory obligations.
What we are doing We are taking several key steps to enable us to continue acting on your behalf in supporting your PPI complaints with lenders and in monitoring their processing of your compensation where applicable.
Working from home We are currently working from home and are equipped with the IT and telephony equipment to continue working normally. In doing so, we are mindful of the need to maintain protection over your privacy and data and are ensuring our processes are in place to do this. Broadly, our customer facing team will be able to:
- Communicate with you by telephone
- Access your case to update you on current position
- Accept and process any complaints you may have about our services.
Our accounts team will also be contactable, together with the current range of payment options to settle your invoices. As a result of the above step, our team will be speaking to you from their home environments. In doing so, there may occasions where domestic activities may be overheard during your conversations. We will attempt to minimise this as much as possible but appreciate your understanding should this happen in some instances and apologise in advance for any inconvenience this may cause. Due to the current situation it may take us longer than usual to respond to queries and communications. We will endeavour to meet our normal standard response times but appreciate your understanding and patience where this is not possible.
Liaising with Lenders We are working closely with lenders (banks, building societies and credit card providers), who are affected by the COVID-19 outbreak, and as such may suffer disruptions to their processing of your compensation claims. We are in contact with all lenders with whom there are outstanding claims and have been informed by the majority that they have ceased processing claims whilst staff are diverted to more essential parts of their business, the lenders are still processing claims and payments for those customers they deem as vulnerable. Undoubtedly the current position will cause delays to the majority of claims and as soon as we are able to give you more definitive news on how the situation may change will issue another bulletin.
We are maintaining a postal processing team in our office premises to manage and process mail sent to us by lenders, so that correspondence such as offer letters, acceptance documentation and payment confirmations can be processed, and relevant communications issued to you.
We are also mindful of the impact of the current situation on the postal services and will continue to monitor the situation on a daily basis. Our normal communication channels remain open and you can continue to contact us regarding your specific case by:
- telephone on 01733 393399
- email on firstname.lastname@example.org
We will issue further updates as circumstances change and offer you all our best wishes at this challenging time for us all.
Creditline Financial Limited 27th March 2020.