Aryza Evolve customer support

Aryza Evolve customer support

If you need to speak to us about an IVA or insolvency that Aryza Evolve is managing please call 0113 389 3938

Complaints Procedure

Aryza Privacy Policy

Specialist support

 

We aim to provide accessible services to our clients’ customers and are able to send letters in large print, braille and audio formats, if required.

Here at Evolve we pride ourselves on being able to provide a confidential service to our clients’ customers affected by ill health or having experienced a life changing event. Any sensitive information you provide will be treated confidentially.

You can contact our Customer Support team on 0113 389 3938 and ask to speak to one of our specialists.

Lines are open Monday to Thursday, 9am to 5pm and Friday, 9am-4:30pm.

Free Debt Advice

 

It is important that as a consumer you receive impartial financial advice and assistance from authorised people, such as the free advice organisations listed below.

Evolve staff are not able to provide you with financial advice.

If you need advice and are in an active insolvency, you should be able to contact your Trustee or Insolvency Practitioner. If this is not possible, or you are not in an active insolvency or simply feel that you would benefit from free and impartial advice, then the organisations listed below will be better positioned to provide you with personal advice from trained staff.

Please do not be discouraged from seeking free advice.

Lines are open Monday to Thursday, 9am to 5pm and Friday, 9am-4:30pm.

National Debtline

Provides free advice and resources to help people deal with their debts. Advice is available over the phone, online and via webchat.

Visit: https://www.nationaldebtline.org/
Call: 0808 808 4000
Opening Times: Mon – Fri 9am to 8pm, Sat 9.30am to 1pm

Lines are open Monday to Thursday, 9am to 5pm and Friday, 9am-4:30pm.

StepChange Debt Charity

 

A full debt help service that is available across the UK.

Visit: https://www.stepchange.org/
Call: 0800 138 1111
Opening Times: Mon – Fri 8am to 8pm, Sat 8am to 4pm

Lines are open Monday to Thursday, 9am to 5pm and Friday, 9am-4:30pm.

Debt Advice Foundation

 

 

A debt advice and education charity offering one-to-one advice.

Visit: http://www.debtadvicefoundation.org/
Call: 0800 043 4050
Opening Times: Mon – Fri 8am to 6pm

Lines are open Monday to Thursday, 9am to 5pm and Friday, 9am-4:30pm.

Advice NI

 

 

A confidential and independent scheme in Northern Ireland. A Government- funded service which offers face-to-face advice in 29 locations.

Webchat service: https://www.adviceni.net/advice/debt
Call: 0800 915 4604
Email: [email protected]
Opening Times: Monday to Friday 9am to 5pm

Lines are open Monday to Thursday, 9am to 5pm and Friday, 9am-4:30pm.

Helpful signposts and information for consumers in vulnerable situations

It is important that as a consumer in a vulnerable situation, you receive helpful and impartial advice relevant to your personal circumstances.

The organisations listed below cover issues that consumers are commonly exposed to, offering help and assistance from skilled people covering a wide range of situations.

Citizens Advice

Provide free, confidential and impartial advice. Their goal is to help everyone find a way forward, whatever problem they face. You may have money, benefit, housing or employment problems. You may be facing a crisis, or just considering your options.

Visit: www.citizensadvice.org.uk

Adviceline (England): 0800 144 8848 Adviceline (Wales): 0800 702 2020

Carers UK

Provides basic information about being a carer, as well as working to raise awareness and provide basic help for carers. Members get a magazine about caring.

Visit: http://www.carersuk.org/help-and-advice
Call: 0808 808 7777

Bereavement Advice Centre

Supports bereaved people on a range of practical issues via a single freephone number. It offers advice on all aspects of bereavement from registering a death and finding a funeral director through to probate, tax and benefit queries.

Visit: www.bereavementadvice.org/
Call: 0800 634 9494

Turning Point

Turning Point is a large national charity helping people who need support with their drug and alcohol use, mental health, offending behaviour, unemployment issues and people with learning disabilities.

Visit: http://www.turning-point.co.uk/

Samaritans

People contact Samaritans with all sorts of concerns. You could be going through something new or have been struggling to cope for some time. Either way, Samaritans are here if you feel you need extra support.

Visit: http://www.samaritans.org/
Call: 116 123

Age UK

 

Provides information and advice to older people and their carers, including over 40 in depth, full text factsheets and a similar number of reading lists from abuse to transport, and an extensive list of links to related web sites.

Visit: http://www.ageuk.org.uk/
Call: 0800 678 1602

MIND

Provides information and advocacy services for people with mental health problems. Frequently asked questions on both mental health and legal matters are available.

Visit: http://www.mind.org.uk/
Call: 0300 123 3393
Email: [email protected]

Macmillan Cancer Support

If you or someone you know has been diagnosed with cancer, you’re not alone. Get information, advice and support, and hear from other people who understand what you may be going through.

Visit: https://www.macmillan.org.uk/
Call: 0808 808 0000

Frequently Asked Questions

What if I want to make a complaint about my account?

If you want to make a complaint, please contact Evolve’s

Customer Support team who will work to resolve your concerns as quickly as possible.

A copy of Evolve’s complaints procedure can be found on the link above

Should you remain dissatisfied with the outcome, you may be entitled to forward your complaint to the Financial Ombudsman by calling their helpline on 0800 023 4567 Monday to Friday – 8am to 5pm and 9am to 1pm on Saturday or visit their website at www.financial-ombudsman.org.uk or email to [email protected]

I am not happy with my insolvency, what should I do?

In the first instance, you should contact your IP/trustee to attempt to resolve any issues you may have. Please see below a link to our Customer Signposts, which contains information in regards to free debt advice which may assist you further. www.evolveservicing.com

I have failed my insolvency. Can I make payments to you directly?

Yes, on the grounds that we have been notified of the termination of your insolvency from your IP/trustee.

If you would like to make a settlement offer, you will need to contact Evolve’s Customer Support team who will be able to assist you. If Max Recovery are happy with the offer you have made, Evolve will advise you on how to make the payment.

Please note, Evolve are not able to take payments over the phone.

If you are looking to set up a repayment plan you should contact Evolve’s Customer Support team in the first instance. Unfortunately, Evolve will not be able to set up a repayment plan with you directly but will advise Max Recovery of your intentions to do so. Your account can then be transferred to another of Max Recovery’s service providers who will contact you to arrange a repayment plan.

A letter will be sent to you advising of the change in service provider.

I want to pay off my account with yourselves. However, my insolvency is still active. Can I do this?

No. You are bound to the terms of your arrangement. Please discuss this further with your IP/trustee.

I have duplicate entries on my credit file for Max Recovery and the original lender. Should this be the case?

When a creditor sells an account to another creditor, they update their entry to show as ‘Debt assigned to CAIS member’. This shows that they sold the account on to another provider and the date quoted will match the date this was sold. This is not a duplicate entry as the entries are consecutive. This entry will remain on your credit file until six years from the date of default.

For further information visit: www.experian.co.uk/consumer/credit-reports -explained.html

I do not think the correct date of default is showing on my credit file, what should I do?

The date Max Recovery use as the date of default will either be the date that you entered into your insolvency or a date earlier than this if it has been supplied by the original lender who provided you with credit in the first instance. Should you believe that the incorrect date has been used, please contact Evolve’s Customer Support team using the contact details provided – Evolve may require evidence of the default date.

I never defaulted on my account but this has been included in my insolvency. Why is this showing as defaulted on my credit file?

Although the account may not have defaulted in the past, once an account is entered into an insolvency, this is automatically deemed a default. This will show on your credit file for six years from the date the account defaulted.

Further information on credit reporting is available from the credit reference agencies (Experian, Equifax, CallCredit), via their helpdesk, website or FAQ pages: www.experian.co.uk/consumer/credit-reports -explained.html

Alternatively, you may wish to refer to the Information Commissioners Office (ICO) guidelines. These are also available online.

I have checked my credit file. What should it show now that I have completed my insolvency?

When your credit file is updated your account will show:

  • settled – this is when 100p in £ has been paid to your creditors (when the amount owed is paid back in full)
  • partially settled – anything lower than 100p in £ paid to your creditors (when only a proportion of the amount owed is paid back)

Should you have any queries in regards to this, please refer to the Experian FAQ site: www.experian.co.uk/consumer/credit-reports -explained.html

Please note: Your account will continue to appear on your credit file for six years from the date of default, the credit reference agency will then remove the account from your credit file.

I have been discharged from my insolvency, when will you update my credit file?

Your IP/trustee is allowed up to 28 days before issuing confirmation to your creditors. Once we receive confirmation of the completion, we will update your credit file. Credit Reporting Guidelines advise to allow six to eight weeks for this update to be completed. However, we aim for this to completed within 30 days once we have been notified of the completion.

I have been personally discharged from my insolvency, but you are still sending me statements/updating my credit file. Why is this?

When you receive a personal discharge from your IP/ trustee, this is not always advised to your creditors. The insolvency usually remains open for further administration or the reclaim of VAT or PPI. If this is the case, once completed your creditors are advised of the closure. Should you hold a personal discharge certificate, you can contact Evolve’s Customer Support team to advise of this so your records can be updated accordingly.

I have finished my payments into my insolvency, is it now complete?

Although you may have finished making payments into your insolvency, the insolvency can remain active in order to complete any final administration or payments by the IP/trustee. When the insolvency has closed, you will receive a completion certificate to confirm this, as will your creditors. Any further questions in regards to this should be addressed to your IP/trustee directly.

Does Max Recovery add interest or charges to my account?

No. Neither Max Recovery nor Evolve (who administer the account) add any interest, fees or charges to your account.

The balance showing on my statements does not seem to be decreasing. Is my IP/trustee not paying you?

It is common for payments to be received at different intervals throughout an insolvency and is dependent on your IP/trustee. Should you have any payment queries we would advise you to speak to your IP/trustee directly, who should be able to advise you further.

I’ve received a letter saying Max Recovery has taken over my account and Evolve Servicing Limited (Evolve) will be administering the account. Who are Max Recovery and Evolve?

Max Recovery purchase accounts that are in an active insolvency or in the process of becoming insolvent. These accounts are purchased from the original lender who provided you with credit in the first instance. Evolve administer these accounts on behalf of Max Recovery with a view to recovering funds from your insolvency practitioner, trustee in bankruptcy or the official receivers where appropriate. Evolve will not chase you personally for payment.

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