Restons & Arrow Global Payments

[scomad]

I have a standing order with Restons for £25 per month, I've been paying this for 11 years, old MBNA debt around £4k

Today I contacted Restons and asked what the balance outstanding is and they responded, very quickly to say that this is with Arrow Global and all communication and payments should be directed to them.

So, would Restons have been forwarding my payments to Arrow?

Thanks in advance

[echat11]

Yes, you would think so, if they are collecting a debt on behalf of Arrow Global.
You could ask them via email or send them a SAR, make sure you get Proof of Postage.

https://legalbeagles.info/library/gu...ccess-request/

[scomad]

Thank you for taking the time to respond ECHAT11, I just find it very strange that this was their response 'Please be aware however that we are no longer instructed in this matter. Please ensure all future correspondence and payments are directed to Arrow Global Guernsey Limited, First Floor Albert House, South Esplanade, Guernsey, GY1 1AJ.' Thinking about it, I may have had letters from Arrow Global over the years in relation to this Debt but ignored it as understood all was in hand.

I emailed Restons on Tuesday, that haven't responded as yet, I will leave it until the end of the week and then send a SAR.

[echat11]

Update when they respond.

[scomad]

Hi, so after several unanswered messages, I received this response today after making a complaint :-

Having had the opportunity to review the matter, I can confirm that due to an administrative error you are still waiting a response to your email dated 25 February 2025. Therefore please accept my apologies for any upset caused as this has certainly never been our intention. I can confirm that we were instructed by Arrow Global Guernsey Limited (Arrow) to close and return the account to their office on 16 April 2019. I would also like to confirm that the payments you are making to this office are being made by a Standing Order. As such I can confirm that we do not take the payments, you are sending them to us. As you are in control of the Standing Order can you please cancel it to prevent any further payments being made to this office. All the payments you have made to this office have all been forwarded to Arrow, however with regards to the outstanding balance you would need to contact them directly. Their contact details are:



Arrow Global Guernsey Limited

First Floor Albert House

South Esplanade

Guernsey

GY1 1AJ


I've asked when they forwarded these payments to Arrow, seems strange if they have been doing this since 2019 and are only now asking me to cancel the standing order. Surely, I should have been involved in this?

They have received the SAR request which will be actioned within one calendar month.

What are your thoughts?

[echat11]

Hi, so after several unanswered messages, I received this response today after making a complaint :-

Having had the opportunity to review the matter, I can confirm that due to an administrative error you are still waiting a response to your email dated 25 February 2025. Therefore please accept my apologies for any upset caused as this has certainly never been our intention. I can confirm that we were instructed by Arrow Global Guernsey Limited (Arrow) to close and return the account to their office on 16 April 2019. I would also like to confirm that the payments you are making to this office are being made by a Standing Order. As such I can confirm that we do not take the payments, you are sending them to us. As you are in control of the Standing Order can you please cancel it to prevent any further payments being made to this office. All the payments you have made to this office have all been forwarded to Arrow, however with regards to the outstanding balance you would need to contact them directly. Their contact details are:



Arrow Global Guernsey Limited

First Floor Albert House

South Esplanade

Guernsey

GY1 1AJ


I've asked when they forwarded these payments to Arrow, seems strange if they have been doing this since 2019 and are only now asking me to cancel the standing order. Surely, I should have been involved in this?

They have received the SAR request which will be actioned within one calendar month.

What are your thoughts?

They are correct regards Standing Orders, the person setting that up has total control over them.
Await the data from the SAR request. The important bit is the bit highlighted in your post.
It is strange.

Update the thread when you get the data.

[scomad]

Hi, so whilst I haven't been provided with the data yet, I have received a letter saying they acknowledge my concern regarding their conduct and are investigating the matter and that I will receive a response by May 2nd 2025. Interesting!

[echat11]

Hi, so whilst I haven't been provided with the data yet, I have received a letter saying they acknowledge my concern regarding their conduct and are investigating the matter and that I will receive a response by May 2nd 2025. Interesting!

Update when you get more information.