We have identified that a number of our customers received their Deferment Application packs in March, which unfortunately, did not include all the relevant paperwork. In some cases, this included the deferment forms themselves. As a result of this, at a later date some customers were sent reminders having not previously received relevant documentation.
We apologise unreservedly to those customers affected for any inconvenience caused. To resolve this issue and ensure it does not happen again, we have performed a thorough review of our procedures, identified the issue, concluded that it was an isolated incident and have put additional measures in place to ensure it is not repeated. We will be contacting all the customers impacted in the next few days. Their deferment date will be extended to ensure they have a minimum of 56 days to apply for deferment. In addition, the maturity date on their loans will be extended to ensure there will be no financial detriment.
Erudio is a business committed to maintaining the very highest standards of integrity and professionalism. Building strong ties with our customers and treating them fairly is really important to us. We deeply regret this incident, however, we are confident that the issue has been resolved and we look forward to contacting our customers to rectify the issue. In the meantime we would welcome any calls from our customers.
Customers who would like to discuss their application or who wish to speak to one of our customer service colleagues about their loan(s) can call on 0333 003 7188 or email firstname.lastname@example.org
(Story last updated 19/04/2016)