Marlin Financial Group Ltd transfer - FAQs

Important Facts and Frequently Asked Questions about the transfer of your Loan to Marlin Financial Group.

Who owns my loan now?

On 28 October 2013 your loan was sold and transferred to one of Marlin Capital Europe Limited, Marlin Europe V Limited or Marlin Europe VI Limited, each a Marlin Financial Group company. You will have received a letter to inform you which of these companies your loan has been transferred to. From the date of transfer the servicing of your loan will be managed by their appointed master servicer, Marlin Financial Services Limited (“Marlin”). Marlin is a market-leading company founded in 2002. Its success has been built on a belief in continuous improvement – in service, people, processes and technology.

So how does that affect me?

On 28 October 2013, your loan was transferred to the relevant Marlin Financial Group company and they are now responsible for the ongoing management of your loan, including responsibility for all administration and communication relating to your loan. The relevant Marlin Financial Group company have full entitlement to receive the repayments you make to your loan. The Marlin Financial Group companies have asked Marlin to handle all administration, communication and payments relating to your loan, other than where the law requires them to write to you themselves.

Why did NRAM sell my loan to Marlin Financial Group?

In accordance with NRAM's long-term strategy to manage its closed mortgage and loan portfolios, NRAM will consider selling parts of the mortgage and loan portfolios if it is in the best interests of the taxpayer. NRAM has sold part of its unsecured personal loans portfolio to Marlin Financial Group and the net proceeds of this sale have gone towards repayment of the NRAM Government loan.

What if I have more than one loan with NRAM?

You will have received a separate letter for each NRAM loan that was transferred to the Marlin Financial Group.

Will I receive any other communications from NRAM?

From 28 October 2013, all future communications regarding your loan, including your loan statements, will come directly from the company notified to you instead of NRAM.

Will my Terms and Conditions change as a result of this transfer?

There will be no change to the current terms and conditions of your loan as a result of this transfer of your loan.

Will I need to change my payment details?

In your Notice of Assignment letter from Marlin, you will have been advised what changes are required for you to make your payments to them.

Will my current Arrangement To Pay (ATP) be maintained?

Yes. There will be no immediate change to your currently agreed ATP as a result of this transfer. Please note however, that from 28 October 2013 Marlin will be responsible for all administration and communication relating to your loan and will want to discuss your current ATP to ensure that it is appropriate and affordable for you.

Do I need to contact my Debt Management Company (DMC) or Insolvency Practitioner / Trustee in Bankruptcy?

Yes. NRAM no longer have an interest in your loan as a result of the transfer of your loan to the Marlin Financial Group. Your current DMC or Insolvency Practitioner / Trustee in Bankruptcy need to know this to ensure your details are accurate and up to date. Please advise them of the sale and transfer of your loan and subsequent change in interest to the Marlin Financial Group company notified to you.

Do I need to contact my Payment Protection Insurers?

You may need to because NRAM no longer have an interest in your loan as a result of the transfer of your loan to the Marlin Financial Group. If your Payment Protection Insurance (PPI) policy is with Pinnacle and was arranged by NRAM, Marlin will inform them of this transfer. If however your PPI policy is with another provider then please advise them of the sale and transfer of your loan and subsequent change in interest to the relevant Marlin Financial Group company to ensure your details are accurate and up to date.

Do I need to contact anyone regarding the charging order on my loan?

No, you do not need to take any action. Marlin will be responsible for the on-going administration of your loan.

Who should I contact for Customer Service?

With effect from 28 October 2013 Marlin will deal with all enquiries regarding your loan. Please direct all enquiries to their Customer Service Centre as follows:

Marlin Financial Services Limited
16-22 Grafton Road
Worthing
West Sussex
BN11 1QP

Tel:

For customers with a Debt Management Company: 0845 505 3750* (Monday-Friday 8am-5pm)
For all other customers: 0333 123 9999 * (Monday-Friday 8am-8pm, Saturday 9am-1pm)

How do I make a complaint to NRAM (including PPI)?

You can make a complaint in several ways:

In writing to:
Customer Relations
NRAM Mortgage Operations
PO Box 625
Durham
DH1 9JJ

By calling our Customer Relations team on 0330 159 9610*. We are available Monday to Friday from 8:30am to 6pm.

By e-mailing: customerrelations@n-ram.co.uk

If you need our response in another format such as braille, large print, audio or interpreter services, please contact our Dedicated Team by:

Telephone: 0330 1599 610* (8:30am to 6pm Monday to Friday)

In writing:
Disability Awareness Team
PO Box 625
Durham
DH1 9JJ

By e-mail: disability.awareness@n-ram.co.uk