get in touch

Hello from Capquest. Need support? Here's how to reach us:

Call us: 0333 999 7200*, or atart a Live Chat by logging into your online account: portal.capquest.co.uk/Login

Are you in need of some extra support when contacting us? Here’s some things to consider which you may find useful:

1: SignVideo

We’ve partnered with Sign Video so you can get in touch with us via a British Sign Language (BSL) interpreter. When using ‘SignVideo’, you will be communicating with a third-party interpreter who would interpret verbally your information to us. Any information we receive will be managed in line with our Privacy Policy, and it’s important to note that video calls are not recorded, but that voice calls between an interpreter and our team will be.

You may also be required to go through some basic account verification before using the service, so please have your Account Reference Number ready (this can be found on previous communications sent from us).

2: Relay UK app
If you're deaf, hard of hearing, or have a speech disability, you can call us using the Relay app. Simply download the app to get started.

3: We’re able to provide alternative accessible formats for all communications, including statements and regulatory notices. Formats available are braille, large print, and audio.

Please contact the team if you’d like us to update the system to ensure you receive future communication in a way that suits your needs.

We aim to ensure that our website and online payment portal are both compatible with screen readers and other assistive technology, and our content is always designed to be clear, concise, and jargon-free.

*all calls are recorded for training & quality purposes

Message the team using 'Live Chat'

During opening hours, our team are here to support you in real time. You won't be speaking to a bot once we've identified your account - so simply login to your online account and send us a message to get started. 

Click on the Live Chat icon when you're ready to chat.

Hello from Capquest.

On of 18th August 2026, Intrum Investment No 2 Designated Activity Company purchased all Koyo Finance 1 Ltd accounts (Koyo Loans) - with Capquest remaining in place as servicer, supporting previous Koyo Loans customers with the ongoing management of their accounts.

Need support? Here's how to reach us:
Call us: 0333 999 8140* (Monday to Friday, 9am - 5:30pm)
Email the team: customers@koyoloans.capquest.co.uk

*all calls are recorded for training & quality purposes

Frequently Asked Questions:

I originally agreed my loan with Koyo. Who is Capquest?

On 3rd July 2023 Koyo emailed you letting you know that as of 14th July 2023, Capquest would service your account on behalf of Koyo Finance 1 Ltd. Then, on 18th August 2026, your account was assigned (sold) to Intrum Investment No 2 Designated Activity Company. On this date, all the rights, obligations and duties of Koyo Finance 1 Ltd as owner of the debt, transferred to Intrum Investment No 2 Designated Activity Company – and Intrum kept Capquest (us) as the administrator of your account. We sent you a ‘Notice of Assignment’ letter in the post (in September 2026).

Where can I find my account reference number?
Your Capquest reference number can be found on recent communications sent to you. If you're still unsure, please get in touch.