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Frequently Asked Questions

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 login to your account where you can request a call back. Click here to chat with a web agent.

If you believe that you do not owe the outstanding balance, please report this dispute via our log query speak with a web agent or call us on the telephone number displayed on your letter.

Our retained solicitors may send you a letter when an account has reached a point where our client is considering litigation. The letter you receive will have a telephone number on which is best for you to call to discuss the matter, this may refer you to our in-house legal team who will be able to assist in clearing any queries you may have in order to avoid legal action being taken.

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

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.

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 9001:2015 and ISO 27001 quality standards, and members of the Federation of European National Collection Associations (FENCA).

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

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.

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.

The following #HeretoHelp campaign video put together by the Credit Services Association (CSA) offers some sound advice to help people in financial difficulty.
Click here to view.

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

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.

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