Debt Management Policy
Effective Date: 1st January 2024
Version: 1.0
Applies to: All customers of Uptime Allies, a trading name of The Cent.re Group Limited
1. Purpose
This policy sets out how Uptime Allies manages late or unpaid customer bills, in line with our commitment to fair treatment, transparency, and compliance with Ofcom’s General Conditions. We recognise that customers may occasionally face financial difficulties and aim to manage debt in a supportive and responsible manner.
2. Scope
This policy applies to all residential and business broadband and communications services provided under the Uptime Allies brand in the United Kingdom.
3. Billing and Payment Terms
- Bills are issued monthly via email (or another agreed digital method).
- Payment is due within 14 calendar days of the invoice date unless otherwise agreed in writing.
- Our standard and required payment method is Direct Debit.
- In exceptional cases, we may accept a one-off bank transfer to bring an account up to date.
4. Missed Payments Process
- Day 1 (after due date): An automated reminder will be sent by email or SMS.
- Day 7: A second notice will be issued with support options.
- Day 14: A final warning notice will be issued before service restriction or debt collection.
5. Debt Recovery and Service Restrictions
If payment remains outstanding 30 days from the original due date, we may:
- Restrict or suspend services, while preserving access to emergency services as required by law.
- Refer the debt to a third-party collection agency, which may incur additional fees and impact credit ratings.
- Terminate the contract for non-payment, subject to our terms and conditions.
We will make reasonable efforts to contact customers before initiating any such actions. Vulnerable customers will be offered support options.
6. Support for Financial Difficulties
We encourage customers facing payment issues to contact us early. We may offer:
- Flexible payment plans
- Temporary service downgrades
- Short-term payment holidays (in limited circumstances)
7. Disconnection and Final Account Handling
If an account is closed with an outstanding balance:
- A final bill will be issued.
- If unpaid, the debt may be referred to collections.
- The customer remains liable for all charges up to the date of termination, including early exit fees if applicable.
8. Vulnerable Customers
Uptime Allies is committed to identifying and supporting customers in vulnerable circumstances. Additional time or tailored repayment options may be offered depending on the situation.