Customer case study – Mrs Roussos’s story
Mrs Roussos* owed more than £15,000 to her creditors and had started to find it difficult to manage her regular payments to Harrington Brooks for her debt management plan. We got in touch with her to find out if there was anything we could do to help.
By discussing her situation, it was identified that she had started struggling with her payments as she had recently been diagnosed with a terminal medical condition. Mrs Roussos was then referred to our Specialist Support Unit to help with her difficult circumstances.
Paul Myall, an Advisor on the Specialist Support Unit, spoke to Mrs Roussos about her situation. With her consent, he contacted the creditors on her plan to negotiate her debts be written off.
After several months of persistent telephone calls, emails and letters to her 17 creditors, Paul managed to get the whole of Mrs Roussos’s debt written off.
This ensured that however much time Mrs Roussos has, she’s now free to spend it without having to worry about debt.
|Mrs Roussos said: “Paul was so understanding and helpful when I discussed my situation with him. When he told me that all my debt would be written off, it was such a weight off my shoulders. Thank you to Harrington Brooks for sorting this out for me – it is much appreciated.”|
|Paul Myall said: “When I rang to inform Mrs Roussos that we had managed to get the whole of her debt written off, she told me I was ‘her Christmas angel’.
“This outcome for the customer is a perfect example of why we do a very difficult job – and it also shows how rewarding it can be when we’re able to do the right thing to deliver a good customer outcome.”
Paul, the advisor, works in the Harrington Brooks Specialist Support Unit, a team dedicated to helping customers that need extra support or have vulnerabilities. Advisors on this team receive specialist training, can support a range of vulnerabilities and provide additional signposting.
*Customer name has been changed to protect identity