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Arrow Global
FAQs

FAQs

General

Who is Arrow Global?

Arrow Global is a leading purchaser and manager of debt. Arrow Global buys customer accounts from a range of finance businesses and credit providers, including retail banks, credit card companies and telecommunications companies.

Why is Arrow Global asking me for payment?

Arrow Global is asking you for payment because it has purchased your account from your previous credit provider. Any money outstanding on your account is now owed to Arrow Global rather than your previous credit provider. Please refer to your Notice of Assignment for further details. Alternatively, contact the agency specified on the letter that you have received. They will be happy to assist and answer your questions.

I have never had an account with the business mentioned in your letter. Why is Arrow Global contacting me?

Some of the accounts that Arrow Global purchases may have been in arrears for several years and the financial services industry, like many others, is subject to on-going mergers and acquisitions. Likewise, retail operators regularly review and sell their main brands. Therefore, the name of the business who sold your account to Arrow Global may not be the same one that you are familiar with from your original credit application. If you are unsure, please call the number on the correspondence you have received from Arrow Global and the agency appointed to manage your account will help you to resolve this.

Arrow Global aims to avoid contacting incorrect parties. However, if you believe that the outstanding balance does not belong to you, please contact the agency on Arrow Global's correspondence so that it can carry out an investigation to establish whether an error has been made.

Does Arrow Global charge any fees or interest on the money that I owe?

If your account has been defaulted before Arrow Global purchased it from your previous credit provider, it will not charge interest or fees on your account from the point at which Arrow Global acquired it, unless determined by a court or as part of other contractual obligations.

How Arrow Global operates

If I now owe money to Arrow Global, why am I being contacted by another company?

You are being contacted by another company because Arrow Global has appointed them to manage your account on its behalf.

Arrow Global works with a network of specialist third parties who manage customer accounts on its behalf. They will work with you to clear your outstanding balance. As a consequence, they may ask you about your current financial circumstances, to ensure they provide you with the most suitable method of repayment.

However, if you've appointed a third party representative to manage your account, they will still remain the day to day point of contact while you pay off your balance. If you've not done so already, please confirm the name of your nominated representative by contacting the agency named in the correspondence you have received.

Should I deal with Arrow Global, or the agency appointed to manage my account?

You should contact the agency appointed to manage your account, as detailed in the original correspondence that Arrow Global sent to you.

However, if you've appointed a third party representative to manage your account, they will remain your contact point. Please pass the agency details on to your nominated third party in order for them to make contact.

If Arrow Global has purchased my debt, doesn’t this mean that the amount owed is paid off?

No. When Arrow Global purchased your account, the obligations under your original agreement didn't change and you still need to pay off the balance on your account.

Why should I pay Arrow Global if I’ve never borrowed money from you?

Although you may not have borrowed or received credit directly from Arrow Global, your previous credit provider sold your account to us. This means that the outstanding balance on your account is now owed to Arrow Global.

What is the minimum payment that I can make?

Arrow Global is committed to helping you in every way that we can. This means tailoring a repayment plan to suit your individual circumstances, and most importantly, at a level that you can afford to pay. Please contact the agency nominated on Arrow Global's correspondence for more information.

The balance on my account is incorrect. How do I fix this?

If you believe that the balance on your account is incorrect, please call the agency managing your account for investigation. If an error has been made, they can resolve the issue.

I think I’ve overpaid. How do I get a refund?

If you think you've repaid too much and need to claim a refund, please speak to the agency managing your account. A customer services representative will be able to review your account and issue a refund if you've overpaid.

I believe that I have received this communication in error. What do I need to do?

Please contact the agency managing your account in the first instance. They will be able to investigate accordingly and correct any errors that may have occurred. Please note that they may require some information from you in order to update the account.

I have a debt with Arrow Global but don’t think I’ve received details of an agency appointed to act on Arrow Global’s behalf. Who should I contact in this instance?

If you have lost the contact details for the agency appointed to act on Arrow Global's behalf or you have not been informed that an agency has been appointed to manage your account, you can call Arrow Global's general enquiries number on 0800 130 0169 (Monday to Thursday - 8am to 8pm, Friday - 8am to 7pm, Saturday - 10am to 2pm), email us at queries@arrowglobal.net or write to us at Arrow Global, PO Box 5469, Manchester, M61 0LW, United Kingdom.

Need some help?

I’m currently receiving benefits and I can’t afford to make repayments. What should I do?

You should speak to Arrow Global's appointed agent who is managing your account as soon as possible and inform them of your current circumstances. It is important that you keep them informed about any changes to your circumstances or financial difficulties that you are experiencing, so they can ensure you are provided with the best possible support and your account is treated accordingly.

Arrow Global understands that in some circumstances you may not feel comfortable speaking about your financial situation directly with Arrow Global or its agencies.

If you would also like independent assistance visit our website page which lists organisations and providers of free, impartial advice.

I have appointed a money advisor to manage my account, so why has Arrow Global written to me?

Arrow Global is required to write to you to let you know that it has purchased your account. Your nominated money advisor will still remain the day to day point of contact while you pay off your balance.

If you've not done so already, please confirm the name of your nominated representative by contacting the agency named in the enclosed correspondence.

What happens if I don’t pay?

It's important that you get in touch and discuss your circumstances. Arrow Global's aim is to help you to agree an appropriate solution - where an outstanding balance remains, it will be reflected on your credit record and can affect your ability to obtain credit in the future.

I need some advice. Is there someone else I can talk to about this?

If you would like independent assistance, click here for information about organisations that can provide free, impartial debt advice.

Your credit record

How can I find out if my credit rating has been affected?

You can check your credit file by contacting a credit reference agency (CRA). Some of these agencies may charge a small fee. Please click here for their contact details.

How could my credit rating be affected?

It's important that you get in touch and discuss your circumstances. Arrow Global's aim is to help you to agree an appropriate solution - where an outstanding balance remains, it will be reflected on your credit record and can affect your ability to obtain credit in the future.

In accordance with the terms and conditions of your agreement, Arrow Global may share information about the payment history and the way that you manage your account, with credit reference agencies (CRAs).

If your account is already being reported to a CRA at the time of purchase, then Arrow Global will continue to report the status of the account (defaulted or non-defaulted) with the relevant CRA. Arrow Global may also report the status of the account with any CRA to which it may not have previously been reported.

If you fail to make repayments, a default may be registered on your credit record. This information normally remains on the CRAs' files for six years from default. This could make it difficult to obtain credit in the future. It could also make your other borrowings more expensive if you are seen as a credit risk by lenders.

If I pay my debt, will my credit rating be cleared?

If your account is currently defaulted or is defaulted at any time in the future, and you subsequently pay your account balance in full, Arrow Global will update its internal records. It will also update the CRAs to show that the account is "settled" or "satisfied" and that no further monies are due. You should also be aware that the existence of this default information will remain on your credit record for six years from the date of default and it may adversely affect your ability to obtain credit in the future, particularly defaults which have not been "settled" or "satisfied".

How do I repair my credit rating?

Arrow Global provides regular updates to the CRAs to enable your credit record to accurately reflect the payments made and to show an up to date status of your account.

The sooner you start paying off your outstanding balance, the sooner you can start building a positive credit history. By working with Arrow Global and the agencies appointed to act on its behalf a repayment plan can be agreed that suits your individual circumstances and means that you won't have to pay any more than you can afford at any one time.

Data protection

How do I find out what personal information Arrow Global is holding about me

Under the Data Protection Act you have the right to know what personal data Arrow Global may process about you (this is called a "Data Subject Access Request"). Should you wish to make a Data Subject Access Request, please write to the following address and enclose payment of the fee (currently £10.00) so that we can process your request as quickly as possible:

"Data Protection Officer"
Arrow Global
PO Box 5469
Manchester
M61 0LW

Please note it can take up to 40 calendar days from the date of receipt, to complete your request.

Complaints procedure

I feel I’ve been treated unfairly. How do I make a complaint?

Arrow Global's aim is to treat you fairly at all times. However, Arrow Global recognises that sometimes things can go wrong. If you've got an issue, in the first instance please talk to the agency Arrow Global has appointed to work on its behalf with you and let them know what your concerns are. If the agency is unable to resolve the issue you should contact Arrow Global.

If Arrow Global can't resolve your issue, you can refer your complaint to the Financial Ombudsman Service or 0800 023 4567, an independent authority for settling complaints between businesses and their customers. However, if you do not take up the problem with Arrow Global first, any case will be referred back to us by the ombudsman in the first instance.

Making a repayment via your smartphone

I have been asked to make a repayment to my loan via my smartphone, what method of payment can I use?

If you have been asked to make a repayment to your loan via your smartphone you can make that payment using one of the following debit cards: Visa Debit, Maestro Debit or Mastercard Debit. We do not accept payments via credit card.

VISA Maestro MasterCard Worldpay

Who do I contact if I have a question about a repayment which I have made to my loan via my smartphone?

If you have made a repayment to us via your smartphone and would like to talk to us about that payment, please call us on 0345 650 6236 we are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday and 9am to 2pm Saturday (excluding UK public holidays).


Please note that you can only make a repayment via your smartphone if you have been invited to do so in a link sent to you in an SMS message. The message will include a link which will always start with https://arrow.paythru.com/... . This will take you to a secured website (please check your browser for the usual padlock indicating a secure connection) where you can make the payment.

Can I get a refund?

As the repayment you have made is towards a financial commitment, we would not offer a refund unless you accidentally overpay. If you need to discuss your payment, please call us on 0345 650 6236 we are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday and 9am to 2pm Saturday (excluding UK public holidays).

Fraudulent 'clone firms'

The FCA website says that Firecrest Limited has cloned your website, what does this mean?

The FCA has identified that a company called Firecrest Limited, which is not authorised or registered to carry out financial services activities in the UK, has ‘cloned’ Arrow Global’s website.

Firecrest Limited has been fraudulently claiming to work for Arrow Global when contacting customers. If you have been contacted by Firecrest Limited, you can contact the FCA’s Firm Helpline on 0300 500 0597 or Consumer Helpline on 0800 111 6768.  You can also access the Register directly from register.fca.org.uk

What is a ‘clone firm’?

A ‘clone firm’ is a company which is not authorised or registered by the Financial Conduct Authority (FCA) to carry out financial services activities in the UK.

The clone firm uses the tactic of contacting people at random and out of the blue, more commonly known as ‘cold calling’. The firm may use the genuine firms name or ‘firm reference number’ (FIN).

If you think you have been contacted by a clone firm, you can contact FCA’s Firm Helpline on 0300 500 0597. You can also access the Register directly from register.fca.org.uk

I’ve been contacted by Firecrest Limited, what should I do?

If you been approached by Firecrest Limited or another clone firm, you can contact the FCA’s Firm Helpline on 0300 500 0597 or Consumer Helpline on 0800 111 6768. You can also access the Register directly from register.fca.org.uk

Arrow Global Limited is registered in England and Wales with company number 05606545. Its registered office is at Belvedere, 12 Booth Street, Manchester M2 4AW. Arrow Global Limited ("AGL") is authorised and regulated by the Financial Conduct Authority for certain credit-related regulated activities, and is part of the Arrow Global Group. AGL is registered on the Financial Services Register under registration number 718754.