FAQs

Frequently Asked Questions

Lightroad is the trading name of Sopra Steria Financial Services Limited, a regulated Debt Collection Agency. We are authorised and regulated by the Financial Conduct Authority (FCA) under registration number 945060.

If you are a customer, please contact us using our portal.
 My Account

You can contact our customer service team free of charge on 020 3830 2442
between  9am to 5pm Monday to Friday (excluding England and Wales bank holidays)

Register

To register you will need your Reference Number and your Unique Registration Code which were sent to you in your introductory letters.

If you can’t find this letter or are unable to access the Portal for another reason, please contact us.
 Contact us

Yes, you can repay your balance in full at any time. Please sign in to your account to repay in full.
 Sign in

If you are unable to use the Customer Portal, please contact us.
 Contact us

If you think you can’t afford a repayment, we’ll work with you to agree an affordable repayment plan. We may need to take a look at your personal circumstances and documents.

This process can be completed via our Portal
 My Account  

Or by contacting us:
Contact us

We accept the following methods of payment:
  • Bank Transfer (BACS, CHAPS or Faster Payment)
  • Online Card Payment
  • Card Payment via Telephone
If you believe you are unable to make payment via any of these means, please contact us as soon as possible
 Contact Us

You can pay by Credit or Debit card in a number of ways:

1. You can pay by card 24/7 via our Customer Portal
 Sign in

2. Our Portal will direct you to the best telephone number for your query or allow you to request a call back.
 Sign in

3. Alternatively you can use the various contact details on our Contact page
 Contact us  

You can send a payment via bank transfer using BACS, CHAPS or Faster Payment. The details of how to pay are available in the portal and also included in the letters we’ve sent you.
 Sign in

If you’re unable to pay the full amount straight away, you can request a payment plan.

Payment plans are based on your personal circumstances and may require supporting personal information and documents.

Payment plans can be set up via our Portal.
 Sign in

Or by contacting us.
 Contact us

We try to make sure you won’t make an overpayment, but if that happens we’ll be in touch about a refund.

If you haven’t received a refund, please contact us in the Portal.
 Sign in

Not able to use the Portal? Contact us.
 Contact us

If you have paid in the last five days, there may be a delay in updating your account whilst we process this.

If it has been longer than this, please contact us using our Customer Portal.
 Sign in

If you are unable to use the Customer Portal, please contact us.
 Contact us

Please provide as much information as you can, including:
  1. The date paid
  2. The method of payment (bank transfer, card payment, cheque).
We will investigate your query and keep you informed throughout.

Please provide as much information as you can, including the reason you dispute the debt and any prior contact with us relating to this.

We will investigate your query and keep you informed throughout.

Please contact us using our Customer Portal.
Sign in

If you are unable to use the Customer Portal, please contact us.
 Contact us

We only report on the status of your account to our client, to whom you owe the debt. Any decision around reporting to credit reference agencies will be made by them. You can check your credit file by searching for credit reference agencies online. Please note, they may charge you a small fee for doing this.

Yes, sometimes we need to verify contact information that we are provided about you from our client. We do this using non-footprint searches to obtain up to date contact information for you, such as address and telephone number. These searches do not leave a search record on your credit file.

In accordance with the Equality Act, we will take your disability into account when dealing with you as a customer. This means we may have to change the way we do things, so you’re not disadvantaged by your disability. If this applies to you, please let us know how we can best support you.

Need extra support?

There are many charities and companies that can help. Check out our useful links.

If your question isn’t answered above, please contact us

Free and independent financial advice

If you need additional independent assistance, there are many charities and companies that can support you and your financial wellbeing. Check out our useful links.
Useful links

If your question isn’t answered above, please contact us
Contact us
My Account Who we are FAQ
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