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FAQ's

Important Information

Why have I been contacted?

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. Our aim is to enable you to fulfil your agreement by making an arrangement with us to repay your debt in manageable instalments.

When and how can I contact you?

We are open weekdays from 8am to 9pm and Saturdays  from 9am to 4pm. Call us on 0333 900 4000.

I want to pay but can’t afford to pay in full. What do I do?

Please telephone a member of our team on 0333 900 4000 who will review your account details to agree a suitable repayment plan based on your circumstances and current financial commitments.

How do I know if my online payment has been successful?

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 0333 7000 591 should you require any further assistance.

I have asked a debt advisor to deal with my debts so what do I do about your correspondence?

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

I don’t owe this debt, what should I do?

If you believe that you do not owe the outstanding balance, please contact us on 0333 7000 591 to enable us to investigate.

What happens if I ignore your letters?

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.

The person named on the letter does not live at this address, what do I need to do?

Please telephone us on 0333 900 4000 to let us know.

When I telephone your office, I am asked for details such as my full name and address before you will discuss the account with me. Why do I have to give you this information?

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.

Do you record telephone calls?

Yes, all telephone calls are recorded.

If I am not happy with the service I have received from you, what can I do?

We pride ourselves on a professional approach. It is important to tell us if we have fallen below the standards expected of us. Please write to Customer Relations Team, T3 Collect, 45 Clarges Street, Mayfair, London, W1J 7EP

What about my credit file with credit reference agencies?

As T3 Collect is a debt recovery firm, rather than a credit provider, it does not have access to amend your credit file with any credit reference agency. 100% of any payment you pay to T3 Collect is sent to our client, that is, the creditor or company who provided your credit facility. 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.