When you request to use Otters UKs' services and we generate an invoice for you, it is your obligation to pay the invoice we have generated and sent to you unless you explicitly have requested for this invoice to be cancelled under your account.
Otters UK uses a general practice that if you don't request for your account to be voided and it goes past due, we will deal with the debt as uncollectable and will use third-party agencies to attempt to collect this debt.
We believe it is good practice to properly lay out how we deal with collections and what happens if you go past due on an invoice.
Failure to pay a debt could incur fees of up to £750 for our time and to pay for any legal action or collections agency we may need to pay.
Mediation
Our Revenue Operations Team will promptly reach out to you if you go past due on an invoice we are attempting to collect to attempt to mediate and resolve the situation. We allow leeway with our invoices, so if you communicate and properly mediate with our Revenue Operations Team and promptly pay your invoice or request it to be cancelled, you will not run into any further difficulties.
In-house collections
If our Revenue Operations Team is unable to get in contact with you, or you are refusing to communicate or mediate with them, they will then pass your invoice over to our in-house counsel who will decide if the balance is significant enough to pass over to our in-house collections team. If your invoice is passed over to our collections team, it will officially be considered a debt.
Our in-house collections team will email and call you (if we have a number on record) in an attempt to collect the debt. Our collections team will always promptly identify themself on the phone, and will quote the relevant information to confirm their identity. They will never ask for your personal details.
You may also received postal mail in regards to this debt. You will receive mail with identifying remarks that it does come from our company:
If your initial mail does not work, there may be identifying features on the envelope, including information that the mail is pertaining to an attempt to collect a debt.
If your invoice is passed over to our in-house collections team, you may incur additional fees for your unpaid invoice. You will be informed of this and you will be expected to pay.
External collections
If we are unable to collect at that point, your debt will be handed off to an external collections agency. We work with a number of collections agencies, such as https://www.commercialcollection.com/#, https://dcbltd.com/ and https://wescot.co.uk/
This may incur further additional fees and potential court action, such as a County Court Judgement or High Court Writ to take your goods to cover the debt.