Newer version available

There is a newer version of this publication available:
Debt Advice Handbook Scotland 1st ed - with new material

3. Letter writing

• Use simple language
• Assume nothing
• Holding letters
• Use a framework

Much negotiation begins with a letter or email. However, where clients present with an emergency situation, communication with the creditor may have to be initiated by telephone and confirmed in writing later, it is more effective to send a letter or email in the first instance so that full details can be enclosed. Important changes to agreements reached through negotiation should always be confirmed in writing.

It is essential to send letters to the right place. In many cases, local branch offices are unable to deal with their customers’ financial difficulties and most creditors have dedicated departments instead. Wherever possible, use the address and account numbers provided by the creditor when dealing with communications.

Letters should follow a basic format, as explained below.