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 debt collection agencies who work for us and on behalf of our clients. We provide our services to a wide range of public sector organisations including local and central government.

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?

The debt collect agencies we use 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.

In 2019 we completed over 540 hours of call listening, 270 days of on-site conduct reviews and completed 2.3 million process checks each month.

Through our monitoring work if we identify areas where the required standard isn’t met we work with the debt collection agency 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?

Indesser and its panel of Financial Conduct Authority (FCA) authorised and regulated debt collection agencies (DCAs) are committed to responsible debt collection practices on behalf of government bodies. Our model is designed around meeting the highest standards, including but not limited to, assessing whether repaying the debt is affordable for the customers and ensuring we identify potentially vulnerable people early on. Data and analytics are used to understand individual customer circumstances to help inform fair, affordable and effective debt management strategies, and to ensure DCAs will not collect money from customers without first ensuring the customer can afford to make the payment.

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.

How have you adapted your practices during the COVID-19 pandemic?

In light of the COVID-19 pandemic, all correspondence with companies and members of the public have been reviewed and updated to acknowledge the impact on lives and finances across the country.

We recently launched a range of services to support organisations in identifying, engaging and managing potentially vulnerable consumers to ensure better outcomes. These services include Financial Vulnerability Identifier, which uses data and analytics to help identify those most at risk of detriment. Our new services It also includes V+, which is a specially selected panel of Debt Collections Agencies with expertise in handling vulnerable customers to deal fairly and effectively with customers experiencing all types of vulnerability.

Are there repayment options available?

Assessing affordability is a key regulatory principle, and means that debt collection agencies will not collect money from consumers without first ensuring the payment is affordable. Repayment options are tailored to individual financial circumstances and client policies. It is always best to be open and honest about your circumstances.

What do I do if I need debt advice?

All of the debt collection agencies that Indesser work with are regulated by the Financial Conduct Authority and are members of the Credit Services Association. Referring to free independent debt advice is part of both these organisations standards so you can contact the debt collection agency that has approached you and one of their trained agents will help refer you onto a trusted debt advice providers.

If you have a personal debt there are a number of organisations that can be contacted by phone or on-line:

  • StepChange Debt Charity
    • On-line debt advice is available 24/7 at
    • Telephone advice is available Monday to Friday 8am to 8pm and Saturday 8am to 4pm on 0800 138 1111
  • National Debt Line
    • On-line debt advice is available 24/7 at
    • Telephone advice is available Monday to Friday 9am to 8pm and Saturday 9:30am to 1pm on 0808 808 4000
  • Citizens Advice

If you have a business debt:

  • Business Debt Line

If you would like to do your own research into getting independent debt advice:

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

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

How do I make a complaint?

You should contact the government department, local authority or debt collection agency who contacted you in the first instance. If that doesn’t resolve the complaint you can contact TDX Group who manage debt collection agencies on Indesser’s behalf at:

Would you like to know more?

If you are interested in finding out more about our services please fill out our contact form with details of what you're interested in and we'll get back to you as soon as possible.