Frequently Asked Questions

Why do I need two reference numbers?

We need to obtain several pieces of information from you in order to satisfy the requirements of the Data Protection Act, which protects your privacy. One way of doing this is to ask for both your Arvato reference number and your client reference number.

Where are the reference numbers located on the letter?

Each letter may have differences but your reference numbers should be clearly marked on the left-hand side of the letter, under your name and address details. The Arvato reference number usually begins with a “B”, “L”, “9” or “10”.

Do I need to tell you if my card expires and I get a new one?

If you set up a repayment plan for any payment to be taken in the future, we need to know when that card expires if any payments are due to be taken after the expiry date.

I am trying to pay my agreed settlement figure but have selected the SHORT SETTLEMENT option. It says I have an arrangement already in place. What do I do?

If you have already set up a settlement plan with us, you should select the “Make a one-off payment” option. Please click here to be redirected to this selection.

What time in the day do you debit my card?

We will attempt to debit your card at around 10 a.m. on the day(s) which you have agreed. Should your payment not be successful, we will attempt this again at around 3 p.m. on the same day.

How do I change the payment date or frequency ?

Please contact us on the telephone number on your letter or by email

In what circumstances will a payment be taken on a different day/date from the one I select?

We will always process your payment as and when directed. The only situation where this is not possible is when you have set up a payment plan for the first payment to be taken today, and you have set the plan up after 14:30. In this instance, the payment will be taken on the following day.

Can I change my payment plan at any date in the future?

It is possible to change your payment plan but you will need to contact us at the time to arrange this and one of our agents can talk you through a variety of different options available to you.

Why does it not accept my offer of payment?

Payment offers are determined by a number of different factors. If your offer has not been accepted, please contact us to discuss this, and one of our agents can talk you through a variety of different options available to you.

Can I make additional payments if I have extra money available?

Yes. As long as you stick to your minimum agreed repayments, you can make as many additional payments as you wish.

Can I skip a payment and pay more next time?

If for any reason you cannot maintain your agreed payment plan, please contact us so that we can work with you and discuss possible options.

How much does it cost to call Arvato?

03 Numbers - Calls cost no more than calls to geographic numbers (01 or 02) and are included in inclusive minutes.

02 Numbers - Calls charged at geographic rate and are included in inclusive minutes.

0845 numbers - Calls cost 2p per minute plus your phone company's access charge

0800 numbers - Calls from UK landlines are free. Mobile charges may vary

0844 571 / 0844 472 / 0844 493 numbers - Calls cost 7p per minute plus your phone company's access charge

0844 894 numbers - Calls cost 5p per minute plus your phone company's access charge

*Please check with your service provider for exact costs. Calls from abroad may cost significantly more. Details correct as of 01 July 2015

My card has been rejected but I know that I have entered the correct details, and the first payment is not due until a future date?

As part of our card payment validation we will process a transaction for £1, dependent on whether your card provider is signed up for certain payment card scheme rules. This does not actually charge your card; the £1 will stay in your account. This transaction is carried out to ensure that the card details provided are valid, however this £1 amount may not be immediately available for use on your account as the time taken to return it to available funds is determined by your card provider.

If you are setting up a plan where the first payment is to be taken at a future date, and your card provider is not yet signed up for new payment scheme rules, then the £1 needs to be in your account on the day on which you set up the plan. If it is not, then you may get an error message saying that the card is invalid.

How do I make a complaint?

For more information on complaints please click here

Where can I seek free money advice?
  • Citizens' Advice Bureau - For advice and information on money and other topics, visit your local office (address in the 'phone book) or go to
  • National Debtline - If you live in England, Scotland or Wales 'phone 0808 808 4000 or visit
  • StepChange Debt Charity - For money advice throughout the UK 'phone 0800 138 1111 or visit
  • Christians Against Poverty - For money advice throughout the UK 'phone 0800 328 0006 or visit