Debt Relief Order, insolvency team @ lloyds and debt collectors

dustiebustie78

I am in a debt relief order since November 2024 with Money Wellness. I am on the insolvency register. I have a DRO number. Money Wellness are impossible to get hold of and have not contacted Lloyds - or they have, and Lloyds have ignored it. I had a phone call today from a debt collector about an account that defaulted in February. I said I am in a DRO and he was convinced that because the account only defaulted in February, then it cant have been included in the DRO. I have been told to email them with a copy of my DRO which I will do. 

I have also tried calling Lloyds to tell them about my DRO which is causing great distress to myself as they wanted to pass me to their insolvency department to go through my incomings and outgoings??? 

I'm at a loss at what to do next. As I said, money wellness are impossible to get hold of - never answer the phones and never reply to emails. When I call Lloyds they want proof of my incoming and outgoing for their insolvency teams, and I'm being contacted by debt collectors. Where do I go from here?

Any help and advice is greatly appreciated. This is all stressing me out. 

Thank you so much

ManyWays

You should have had a letter from the DRO Unit when your DRO was approved which listed all the debts in the DRO. Do you have that letter? 
if you do, send a copy of it to Lloyds as well as the debt collector. Ask lloyds to change the date of the default to be the start date of the DRO

dustiebustie78

ManyWays said:

You should have had a letter from the DRO Unit when your DRO was approved which listed all the debts in the DRO. Do you have that letter? 
if you do, send a copy of it to Lloyds as well as the debt collector. Ask lloyds to change the date of the default to be the start date of the DRO

Yes I have the letter. I cant find an email for lloyds, only phone numbers and when I call, I get put through to Indian call centres that cant understand me if I go off script, and I cant understand them and all their background noise. 

ManyWays

onlinecomplaints@lloydsbank.co.uk is the email Lloyds lists on the FCA website for complaints. Put something helpful like "Incorrect default date after my DRO" as the subject

sourcrates

Stop talking to debt collectors, if the debt is included in your DRO, then you are covered, and they have no remedy against you.

If they contact you again, ignore them or refer them to money wellness.

dustiebustie78

sourcrates said:

Stop talking to debt collectors, if the debt is included in your DRO, then you are covered, and they have no remedy against you.

If they contact you again, ignore them or refer them to money wellness.

Lloyds are saying they never received my DRO notification from money wellness so carried on adding interest to my account and then sold the debt on with the interest included. I have sent the debt collector my DRO and they are saying the debt isnt on there - it is, it's just without all the interest that Lloyds kept adding. 

I put a complaint in to Lloyds and they replied with:

We have noted that we were informed about your Debt Relief Order in March 2025. Upon reviewing our records, we

were unable to find any evidence of prior notifications being received. As a result, no action had been taken on your

account before this point, which explains why you have continued to receive correspondence from us.

To address this matter, we recommend that you reach out to your Insolvency Practitioner. They may be able to

clarify whether any earlier correspondence was sent to us and, if so, confirm whether it was received.

Once we have successfully completed the necessary actions, we will ensure that the default is recorded for

November 2024. I will monitor the progress to ensure that these changes are implemented. I understand the

inconvenience this has caused you.

As I said before, MW are impossible to get hold of. My emails go unanswered and no one answers the phone. 

If they get in touch, do I refer them to money wellness?

sourcrates

Go direct to the insolvency service DRO unit, and get them to write to Lloyds.

As I said earlier, you are covered by your DRO, so it doesn't matter what Lloyds or any debt collector say or do, you have legal protection from any further action whether the lender was informed or not makes no difference.

But to remedy this and stop the confusion, its best to act now.

dustiebustie78

sourcrates said:

Go direct to the insolvency service DRO unit, and get them to write to Lloyds.

As I said earlier, you are covered by your DRO, so it doesn't matter what Lloyds or any debt collector say or do, you have legal protection from any further action whether the lender was informed or not makes no difference.

But to remedy this and stop the confusion, its best to act now.

Thank you so much for your reply. I have emailed the DRO unit. 

johnjs88

You should avoid discussing accounts with debt collectors outside of informing them of the DRO.


Do not give them any information about your income and expenditure or enter into any discussions about the debt.


Simply send them a copy of the DRO and cease all further communication with them.


Also keep any copies of letters or emails sent to the creditor as proof.