If we have contacted you ...

• We will explain the reasons for our contact in a clear and understandable way
• We will deal with you in a professional and courteous manner
• We will take consideration of your circumstances when discussing your case
• We will ensure that all our communication, whether in writing or over the telephone, is not littered with legal jargon or technical terms where these are not necessary
• We will give you the opportunity to engage with us and avoid formal legal proceedings where possible