Frequently asked questions

Some of the questions we have been asked, and our answers.

Who do you collect debt for?

We do not collect debt ourselves, but we do engage suppliers who work for us and on behalf of our clients. Our current clients are:

  • HM Revenue & Customs;
  • The Department for Work and Pensions;
  • Home Office; and
  • Student Loans Company.

Do you share information across clients?

We don’t share consumer data between clients. However, we do use the insight we gain by managing and placing debt to ensure that the recovery strategies we instruct are effective and fair. For example, if we have learned a new way to better identify those who are vulnerable we will share that learning, but we would never share actual data.

Who should I contact if I don't agree that I owe money?

If you have received a letter or a call from a department or a debt collection agency, you should contact them directly using the details they have provided.

Are there repayment options available?

Repayment options will be tailored to the individual financial circumstances and departmental policies. It is always best to be open and honest about your circumstances because if you are genuinely struggling to make ends meet there is support you can access.

How do I make a complaint?

You should contact the department or debt collection agency who contacted you in the first instance. If they are an agency that we use, we monitor their activity and the level of complaints they receive and will work with them to ensure they improve their processes and approaches where necessary. If they fail to meet the standards we require, we will no longer use them.

What is your commitment to fair treatment for consumers?

Our business model is based on gathering as much data as possible in order to improve fair treatment. Because we have access to more data than any one creditor alone we are in a better position to identify where a consumer is vulnerable and needs support, or to better identify those who are in a position to pay the money they owe. Both ourselves, and all our suppliers, are obliged to comply with all government department equality policies as well as relevant regulatory body rules, for example the Data Protection Act, OFCOM rules and the FCA Handbook.
 

If you use agencies to collect debt, what do you do?

We give government departments a single point to access the best possible suppliers across the full debt management market. The insight and knowledge we have built up by working with multiple clients enables us to make more informed decisions about how to recover money owed both efficiently and fairly.

How do you know what your agencies are doing?

Our suppliers are managed on a day-to-day basis by a dedicated team. They conduct spot checks, call listening and review letters in addition to regular site visits. Debt recovery technology captures data on the activity that is undertaken – for example how many calls are made and at what time of day – enabling clear insight into the treatment of consumers.