Many of our colleagues are working remotely, supporting you and providing help to you in your home from our own homes. These are extraordinary circumstances, I would ask that you only call our customer service line if absolutely necessary. If you have already sent an email or completed the contact form on our website do not continue to send follow up emails as this impacts our response times to you. Your email has been allocated to a customer service agent who will respond to your specific query.
Experts in brighter futures
Our team of customer service advisers will support you on your IVA journey through to completion.
Responding to emails, returning phone calls and actioning requests when received. Letting us know when there has been a change of circumstance. Making your IVA contributions on time.
Submitting requested documentation when asked to do so and complying with the terms of your IVA.
During the course of your IVA, you may receive unexpected assets such as an inheritance, redundancy payments, or other windfalls, all of which must be disclosed to your supervisor under the terms and conditions of your arrangement.
If you have acquired assets since the date your IVA was approved, you must provide all relevant documents showing the details of the money and/ or assets you’ve acquired.
If you own a property, the terms and conditions of your IVA include an ‘equity release clause’ which is triggered at month 48 of your IVA. The equity clause in your IVA proposal means you must try to release some of the share of your equity for the benefit of creditors. Your home is not at risk. Aperture will contact you at month 50 when this obligation becomes due with details of what is required.
Successful claims from PPI/financial mis-selling investigations are considered assets and are due into the IVA for the benefit of creditors. The same is true even if the IVA has successfully completed until £100/p is achieved (total of original debt plus fees). Aperture has appointed First Dispute Management to investigate cases of financial mis-selling.
When you make your final IVA payment and only when it been confirmed that all obligations have been met, your IVA will enter the closure process. This process can take up to six months at the end of which you will receive your certificate of completion. Please be aware while your IVA is in the closure process we will only be in contact with you if we require something. Rest assured will do everything we can to close your IVA as quickly as possible.
We are taking the matter of COVID-19 very seriously and continuing to monitor the situation closely. All employees are working remotely. It is business as usual with regards to all of our services and policies, however, response times may be impacted. Your patience is appreciated.
As with all payment break requests, we require documentation to support your claim. You will be asked to send up-to-date information, documents, and evidence that highlight your need for a break in payments. For furloughed employees, we require a copy of the letter from your employer as well as details of what you can expect to receive. Once you have been paid we require a copy of your payslip/bank statement. Please be aware. All requests are managed on a case by case basis.
If you need to self-isolate, we recommend you follow the advice of the government and your employer to ensure your safety. We would ask that clients inform us as soon as possible if self-isolation will have an impact on your ability to make your regular payment.
If you work in a job where you do not receive full sick pay you could rely on statutory sick pay (SSP). Chancellor Rishi Sunak advised that SSP would be paid to anyone told to isolate, even if they don’t display any symptoms. You can also claim from the first day away from work, instead of waiting until the fourth as has typically been the case.
We will implement our change in circumstances policy for any clients in this situation. As per our policy, we will look for documentation regarding the change in writing and conduct a review of your situation and make an informed decision to help support you as much as possible.
Your personalised online account allows you to track your progress throughout your IVA journey with many customised featured. At this time we would encourage all clients to access their accounts to make use of the information and features available.
Update your contact details
View past and future payment amounts
Complete your annual income and expenditure review
View your final payment date
View creditors included in your arrangement
Download your completion certificate
What our clients say
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