Unexpected Visit
The service overall was good, however, they sent me a letter one day before doing a visit. That's not adequate time for most people to react to something.
They also woke me up from just falling asleep after a night shift, so I wasn't too pleased.
Besides that, their approach is unique for debt collectors. The guy - Paul - I was talking to on the phone was fair and approachable. Talked me through the entire process and discussed the debts and what is owed.
Overall, I'd say this was a better way to approach getting people to pay off their debts. Rather than being intimidated at the door, they appeared to be genuinely trying to help, which is good.
When someone has a mountain of debt to clear, last thing you want them to feel is stressed, intimidate and scared.
This is definitely a winning approach for both the agency but also client.
Reply from Lantern
Hi Charlie,
Thank you for your feedback.
We're really pleased to hear that you found the overall service to be fair and approachable, and that Paul was able to guide you through the process in a respectful and supportive way. It's great to know that our approach helped reduce stress during what can be a difficult time.
We do want to sincerely apologise for the short notice of the visit and the disruption it caused, especially after your night shift. That’s certainly not the experience we aim to deliver, and we understand how frustrating that must have been.
We’ll look into the reconnection timescales and the unexpected visit to ensure we’re giving customers adequate time to prepare and respond. Your feedback is incredibly valuable in helping us improve how we communicate and support our customers through these situations.
Thanks again for taking the time to share your thoughts.
We truly appreciate your insight and hope to continue delivering a service that feels fair, respectful, and supportive.
Kind regards, Kym