Frequently Asked Questions

If you are unable to pay in full but would like to set up a repayment plan then please call and speak with one of our operators or click here to manage your account online.
We are happy to liaise with our client in relation to any proposal of repayment made. Please quote your full name and address and the reference on your letter in any correspondence.

We have contacted you to recover an outstanding debt, or we have been commissioned to locate you to enable our client to re-establish contact with you. If you think we have contacted you in error please call us on the number supplied on the correspondence.

We are open Monday to Friday from 8:30am to 5:30pm. You can contact us by calling our office on the number supplied on the correspondence you have received or click here to manage your account, where you can request a call back.

Once your payment has been processed, a message will appear on screen to confirm the payment has been successful. If successful, you will be provided with an authorisation code. You can contact a member of our team on the number supplied on your correspondence, should you require any further assistance.

Yes, Controlaccount plc uses fully PCI compliant technology to ensure your data is secure.

You should pass a copy of our correspondence to your advisor who can then contact us on your behalf.

If you believe that you do not owe the outstanding balance, please contact us on on the number supplied on your correspondence to enable us to investigate.

Ignoring our letters could lead to further action to recover the outstanding amount. It is important you make contact with us so we can work with you and help you find a solution to bring your account up to date. If you do not owe the money, you need to tell us as soon as possible.

Please telephone us on on the number supplied on your correspondence to let us know.

Controlaccount is a member of the Credit Services Association (CSA), which is the industry's trade body. We comply with their Code of Practice, and ensure that all customers are treated fairly. We are also accredited to the ISO 9001:2008 and ISO 27001 quality standards, and members of the Federation of European National Collection Associations (FENCA).

Under the Data Protection Act 1998, we have an obligation to protect personal data. We have to make sure we are speaking to the correct person before we can discuss an account.

Yes, all telephone calls are recorded, so we can ensure we are offering a quality service to our callers.

We pride ourselves on a professional approach. It is important to tell us if we have fallen below the standards expected of us. Controlaccount plc, Compass House, Waterside, Hanbury Road, Bromsgrove B60 4FD quoting your Reference Number and the details of your complaint. We will aim to respond to you within 7 days and resolve your complaint within 28 days. Complaints cannot be taken via telephone.

Controlaccount plc does not have access to amend your credit file with any credit reference agency. The only time your credit file will be affected is if legal proceedings are required to recover outstanding amounts at which time a County Court Judgement may be lodged against you. They will update your credit file accordingly to reflect whether the debt is outstanding or cleared. Information relating to debt stays on your credit file for 6 years from the date of the original default with the creditor. Your credit file will be used by lenders when making future lending decisions.

If you are struggling financially and are unable to pay your debts you are able to get free advice. If you wish to speak to someone who can assist you then you can call one of the following organisations. They are all able to offer you free impartial advice on your financial position.

Step Change Debt Charity (formally CCCS)
www.stepchange.org Tel: 0800 138 1111

National Debtline
www.nationaldebtline.co.uk Tel: 0808 808 4000

Citizens Advice Bureau
www.citizensadvice.org.uk Tel: 08444 111 444

Christians Against Poverty
www.capuk.org Tel: 01274 760720