When you chose to spread the cost of your Direct Line Landlord policy over monthly instalments, this meant you entered into a premium finance credit agreement with us. Your repayments under this agreement are collected by Direct Debit.
Under the Consumer Credit Act 1974 and the Direct Debit Scheme Rules, we are required to provide you with certain documents to help you understand your agreement, your rights, and how your payments will be taken.
We recently discovered that, when your policy renewed, we did not send you:
These documents explain important information, including the total amount of credit, your repayment schedule, your rights under the credit agreement, and the protections you have when paying by Direct Debit. We’re sorry this information was not provided at the time.
Within this page you will find an example of the letter we did not send when your policy started. This document includes your Credit Agreement, Pre-Contract Information and Adequate Explanations regarding your agreement. We are unable to reproduce individual letters for customers due to system restrictions. Therefore, we are hosting the template version on this page for awareness.
We have also included some frequently asked questions, which may help you. There's nothing you need to do. This is purely to make you aware of the issue.
As part of our obligations under the Consumer Credit Act, we are required to provide information at the inception of an arrangement to clearly illustrate the breakdown of payments as well as the terms and protections as part of the act. We recently identified a number of customers who have not been provided this information due to an error.
To be clear on what documents we failed to send, we have included a generic copy of the document(s) you should have received. Due to technical difficulties, we are unable to replicate the exact document customers should have received.
No, all policies have been checked, and the correct amount of interest was calculated for all customers paying via Direct Debit. However, the documents were not generated to show the calculations.
No, there is no action required and we are simply providing copies of documents customers should have received.
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