The Digital DRA

The Digital DRA: digital debt resolution for UK accounts

The Digital DRA (Digital Debt Resolution Agency) presents itself as a digital-only agency dedicated to resolving outstanding debts. Its approach is built around a customer portal that account holders can use at any time, without needing to discuss personal financial matters over the phone with an unknown person. The agency states that it works on behalf of clients who have passed accounts to it for resolution.

Account management through a 24/7 portal

The Customer Portal is the central tool for managing an account. It allows users to sign in, review their situation and choose from the available account options, including setting up a payment arrangement. The portal is available 24 hours a day, every day, so users can manage their account whenever and wherever it suits them.

For direct contact, the agency lists digital channels: email, webchat, SMS and WhatsApp. It also indicates that customers can reply through any channel the agency has used to contact them. Webchat is available after logging into the portal.

Payment plans and open banking

The Digital DRA states that it does not pressure customers for payments and that, if a debt cannot be paid in full, it can set up an affordable payment plan based on the customer's income and outgoings. The agency also explains that, with the customer's authorisation through their banking app, open banking can be used to take payment directly from the account or to calculate an affordable plan using income and expenditure information.

Disputes, complaints and unrecognised debts

Customers who do not recognise a debt or believe they have been contacted in error can reply on the channel used by the agency or raise the matter through the portal's 'Need some help?' section. Complaints follow the same route. The agency also states that it does not send bailiffs to customers' homes.

For customers in financial difficulty, The Digital DRA says it has a specially trained team and directs them to the Customer Portal, as well as to free, independent debt advice.

Debt information and credit files

The agency's FAQ addresses how debts can affect a credit score. It explains that this depends on whether the client has reported missed payments or defaults to credit reference agencies. It also describes what a default notice is and what a county court judgment (CCJ) means for credit rating. According to the agency, if an account is ignored, its contact strategy continues and the account may be returned to the client, who could then take further steps such as legal action via County Court, selling the account to a debt purchaser or asking another debt agency to make contact.

On debts owed to creditors that are no longer trading in the UK, the agency states that the debt may still be legally enforceable under the original contract and owed to the administrators running the company.

Energy bill queries

The site includes a section on energy bills. It explains that a bill may be based on an actual or estimated meter reading, and that providing a reading can update the account. It also describes how debit and credit balances appear on a bill (for example, £45 DR or £45 CR), how to access bills through a supplier's online account, why a smart meter might still produce an estimated bill due to a technical issue, and that suppliers may charge late fees for missed payments. The agency notes that not paying an energy bill can negatively affect a credit rating because utility companies often report late or missed payments to credit reference agencies.

Language access

The portal offers a translation menu with Arabic, Bengali, English, French, Gujarati, Italian, Urdu, Polish, Portuguese, Slovak, Spanish and Welsh.