frequently asked questions

We are here to answer any questions you may have about us or your account. These frequently asked questions will help give you some guidance, however if you need more information you can contact us direct on 0333 999 7200*.

5
about us

Who are Capquest and what do you do?

We were founded in 1985 and are one of the UK’s most experienced credit solution providers, helping people in debt find the right solution for their individual financial situation. Our clients include banks, high street lenders, credit card companies and many other providers of credit to individuals.

We place your needs and concerns at the heart of our business and we want to help you manage your account and assist you to get back onto the road to financial recovery.

We pride ourselves on meeting and exceeding regulatory requirements:

• We are authorised by the Financial Conduct Authority (FCA).

• We are a member of the Credit Services Association (CSA) and operate within their industry code of practice.

• We are also registered with the Information Commissioner’s Office (ICO).

What are your opening hours?

There are a number of ways to contact us so we can help you manage your situation.
You can call us on 0333 999 7200* during the following hours:

Monday to Thursday
8am – 8pm

Friday
8am – 7pm

Saturday
9am – 1pm

We are not open on Sunday or public holidays.

Alternatively, outside of these hours, you can email us at customers@capquest.co.uk or request a callback. Our customer portal is available 24/7 where you can manage your account online.

How can I give feedback?

We want to know how you think we are doing. If you have any thoughts or feedback, email us at customers@capquest.co.uk

How are you involved with the Credit Service Association (CSA)?

The senior management team work closely with this industry body and play key roles within the CSA committees. Please visit the CSA website for further information.

Do you ever use other companies to act on your behalf?

If we use other companies to manage your account they have to meet our stringent standards and customer focus in line with being Financial Conduct Authority (FCA) regulated.

5
why have we contacted you?

Why am I being contacted by Capquest?

You’ve been contacted by us because we have either purchased your account, or have been asked to manage your account by one of our clients.

We want to help you manage your account and assist you to get back onto the road to financial recovery. Please contact us by phone, email or by letter as soon as possible.

If you’re not comfortable speaking to us directly then you can register for our customer portal where you can manage your account online.

If you would like to seek independent advice, please go to our information and links page which provides details of credit advice organisations that can help and advise you on your financial circumstances.

Where have you got my contact details from?

Your contact details have either been supplied to us by your credit provider, for instance your bank, or by one of the leading credit reference agencies.

I've received a letter saying I owe money after I've paid the account in full or have already set up a payment plan.

We try our best to ensure customers get the right communication. On occasion, letters may be sent on or just before the day the payment plan is agreed. If this is the case, you can ignore the letter. If not, please contact us so we can investigate.

You can also check your account using our customer portal to see if your payment plan has been setup.

I think you have the wrong person. What should I do?

We are here to help you if ever there is any confusion. If you think we’ve got the wrong person, please contact us as soon as possible, and we can try to help you rectify the issue.

Have we tried to contact you?

We use Caller ID so you will always know if we've tried to get in contact with you by phone. You can check our customer line numbers (pdf) to see if we have called you.

Alternatively contact us and a member of our team can help see if we have been trying to get in touch.

14
account management

How do I update my contact details or let you know about a change in my circumstances?

Our dedicated teams are here to ensure all of your records are kept up to date. If you want to update your contact details, or let us know about a change in your circumstances, please contact us via your preferred method.

Alternatively register on our customer portal and update your details online.

The person you are looking for has moved out and I can’t contact them?

If the person we have contacted no longer resides at your address, or you think we’ve got the wrong person, please contact us as soon as possible, and we can rectify the problem.

If the person no longer lives here, but they still have an outstanding account linked to my address, will this affect me?

It is quite common, especially in rental properties, that a previous tenant may have moved away and has not been able to settle an account. If you think this is the case, please contact us and we will address the situation. Unless your account is associated with theirs, it shouldn’t affect you personally.

But if you have any further questions, contact the Credit Services Association consumer advice team for more information.

What do I do if the person you are looking for is deceased?

If you believe the person we are trying to contact is deceased please contact us.

What do I do if I am in contact with an Insolvency firm who is currently negotiating an Individual Voluntary Arrangement (IVA) proposal or trust deed with my creditors?

Please contact us and we will take your Insolvency Practitioner details and liaise with them directly for more information.

I have paid my County Court Judgment. How do I obtain a certificate of satisfaction?

You should contact the County Court who you have been working with and they will advise you. There is possibly a fee for this certificate, however you will have to confirm this with the County Court.

Do I have to take a Letter of Satisfaction (LOS) to my nearest County Court, or can I take it to any court?

You can submit your LOS to any County Court.

What do I do if I am bankrupt or sequestrated?

If this is the case, contact us and supply us with the date and place of bankruptcy, together with the reference number. If you are discharged from bankruptcy, send us your discharge certificate so we can update your credit file.

What do I do if I have a Debt Relief Order (DRO)?

If you have a DRO, please contact us to let us know. They will arrange for you to send us the schedule of qualifying debts so we can make sure your details are up to date.

If we have joint ownership of a loan or a mortgage, but only one party is in debt, how does this affect other party?

The other party will be affected if there is a joint account.

If you feel that you have been impacted you should contact a credit reference agency to assist you in rectifying the situation. Noddle and ClearScore provide a free credit reference service.

The debt is split between more than two parties, why aren’t you chasing the second borrower?

The principal borrower on the account is contacted first. In the event that the principal borrower cannot be contacted we will contact the other parties. Contact us if you wish to discuss your situation.

What is the role of a guarantor?

A guarantor is an individual, often a close relative, who undertakes to assume the financial liabilities of the customer in the event that they are unable to meet the payments due.

My friend or relative has an account with you. Can I speak on their behalf?

Yes, this is possible. However, we would first require the consent of the account holder who should contact us. Alternatively the account holder can send signed authority in writing to the following address:

Capquest Group
Templer Avenue
Farnborough Business Park
Farnborough
Hampshire
GU14 6FE

I'm not fluent in English. What can I do?

Please contact us to nominate a friend or relative to act on your behalf. Alternatively you can send signed authority in writing to the following address:

Capquest Group
Templer Avenue
Farnborough Business Park
Farnborough
Hampshire
GU14 6FE

14
paying your account

How do I start clearing my account or set up a payment plan?

We have a number of options to help get you back on the road to financial recovery. Please contact us to find out more. Alternatively you can set up a payment plan online using our customer portal.

The balance on my letter doesn’t seem right. What should I do?

If you believe the balance is incorrect please contact us and one of our team will help you resolve any issues.

Alternatively you can view your balance and transaction history by registering on our customer portal.

I’m on a low income or on benefits. Will this be taken into consideration?

You can set up a payment plan by registering on our customer portal and completing an income and expenditure assessment.

Alternatively, please contact us and we will work with you to agree a manageable payment plan.

I’m in financial difficulty; can I pay in instalments?

We will work with you to agree an appropriate solution that is tailored to your individual circumstances. If you are unable to settle your account in full, you can propose an affordable repayment plan using our customer portal or by contacting us.

You can also obtain advice on how to manage your financial situation by going to our information and links section, where you’ll find details of a number of organisations who will be able to provide you with financial advice.

Is there a minimum payment I can make?

We will work with you to ensure that any repayment plan is affordable and sustainable according to your financial circumstances.

There are a number of ways to pay including using our customer portal.

What payment methods do you accept and how do I pay?

To make settling your account as easy as possible, Capquest have a number of simple payment options. We accept debit and credit cards from MasterCard and Visa which you can use online, or over the phone.

Please DO NOT send cash by post.

If you pay by credit card please be aware you may incur interest or charges from your credit card provider.

You can also set up a Direct Debit or standing order online or by calling us on 0333 999 7200*. We also accept cheques and postal orders which you can send, writing your account number on the back, to our address at:

Capquest Group
Templer Avenue
Farnborough Business Park
Farnborough
Hampshire
GU14 6FE

Please make cheques payable to Capquest Debt Recovery Limited and ensure that you write your account number clearly on the reverse of the cheque.

If you have any questions, or want to organise a plan over the phone please contact us.

Is it safe to use my credit or debit card online or over the phone?

We maintain strict security levels and take your privacy very seriously.

What if I am unable to keep up with my payment plan?

If there is an issue with keeping up with your payment plan, please contact us as soon as possible so that we can work out a new payment plan with you.

I would like someone to deal with you on my behalf. Is this allowed?

Yes, please contact us to nominate a friend or relative to act on your behalf. Alternatively you can send signed authority in writing to the following address:

Capquest Group
Templer Avenue
Farnborough Business Park
Farnborough
Hampshire
GU14 6FE

If I pay the full balance of my account today, will the default be removed from my credit file?

The default will be marked as satisfied within 4-6 weeks, however the default will remain on the credit file 6 years from the default date. Please contact us if you would like to discuss this further.

Do you send out payment cards/giro slips?

If you need a payment card or giro slip please contact us.

Can I make an extra payment alongside my payment plan?

Yes, please contact us to make an extra payment. Alternatively you can login to the customer portal to make extra payments at any time.

Can I pay 'as and when' I've got the money?

Our recommendation is for you to setup a regular payment plan so that you can make continued progress towards repaying your account. However, if this does not work for you then please contact us to discuss your individual situation and we will work with you to get the right solution in place.

I make payments every month to you, but I still receive letters and calls from you.

We strive to ensure our communication is tailored to each customer’s circumstances. If you believe we have contacted you in error then please contact us as soon as possible to resolve the issue.

5
using this website

I’m having problems making an online payment, what should I do?

If you're having problems making an online payment contact us on 0333 999 7200* and our team will help you.

My browser is out of date - how can I get a new one?

This site is designed to be used with all of the current browsers and has been designed to work on mobile platforms too. However, if you need the latest versions of these browsers, they can be downloaded free of charge from:

Mozilla Firefox
Internet Explorer
Google Chrome
Safari for Mac

What is a cookie?

A cookie is a small piece of data sent from our website and stored in your web browser while you are browsing our website.

I’ve forgotten my login details for the online portal

If you have forgotten your password click on the forgotten password link to request a password reset.

If you cannot remember any of your details please contact us by calling 0333 999 7200*.

What if my computer crashes before I complete the payment process?

To confirm a successful payment please contact us.

9
your credit rating

How long does it take for my credit rating to be updated?

If you pay in full, your default will be marked as satisfied within 4-6 weeks. The default will remain on the credit file 6 years from the default date.

How will this impact my credit rating?

Alongside our clients we work with the credit reference agencies to enable them to update your credit record on a regular basis. Payment or non-payment may be reflected on your credit report accordingly and could affect your credit rating and your ability to borrow money in the future.

If you would like to know the details of your credit record, visit our information and links page where we have listed the three main credit rating report agencies. These agencies can assist you in obtaining a copy of your credit rating. They may also be able to offer you advice on how you can improve your credit score.

Noddle and ClearScore provide a free credit reference service.

What happens to my credit record?

It is possible that your credit lender or initial account holder may have marked your credit record with a 'default' at or around the time that you fell behind with your initial repayments. This action may make it difficult for you to obtain further credit.

If you would like further information on your credit rating, visit our information and links page where we have listed the three main credit rating report agencies. These agencies can assist you in obtaining a copy of your credit rating. They may also be able to offer you advice on the steps that can be taken to start improving your credit score.

Noddle and ClearScore provide a free credit reference service.

What does a default on my credit record mean?

If you have failed to make the required repayments on your account, then a default may have been registered on your credit record. This could make it difficult to obtain credit in the future. It may also make your other borrowings more expensive.

To discuss your credit record in more detail you can contact the credit reference agencies via our help and support page or alternatively you can call us on 0333 999 7200*.

Noddle and ClearScore provide a free credit reference service.

How does a full and final settlement (FFS) affect my credit rating?

An FFS shows on your credit file with an indicator which identifies that the account has been partially settled. Should you wish the account to show as satisfied without a partially settled flag, full payment of the outstanding balance is required.

Noddle and ClearScore provide a free credit reference service.

Will my credit file show the payments I’m making to you?

Yes, the payments that you make will reduce the balance which is shown on your credit file.

If I don’t pay my account, what affect will this have on my credit file?

If you refuse to pay your account balance this could affect your credit rating which could make it harder to get credit in the future. This includes access to mortgages, loans, credit cards and even day to day contracts such as mobile phone contracts.

I moved house and didn’t realise that there was still a bill connected to me. What do I do?

This is a very common situation. It is important that you regularly check with the credit reference agencies as this will show you if you have an outstanding contract that could affect your credit rating. To learn about the credit reference agencies, go to information and links for more details.

Noddle and ClearScore provide a free credit reference service.

To discuss the situation in more detail with us, call us on 0333 999 7200*.

I moved house and the bills should have been transferred to the remaining tenants but haven’t. I’ve now been stuck with the outstanding debt. What do I do?

It is important that you regularly check with the credit reference agencies as this will show you if you have an outstanding contract that could affect your credit rating. To learn more about the credit reference agencies, go to information and links for more details.

Noddle and ClearScore provide a free credit reference service.

To discuss the situation in more detail with us, call us on 0333 999 7200*.

2
identity theft and fraud

What if I am the victim of identity theft or fraud?

If you think you are a victim of identity theft or fraud, call us on 0333 999 7200* and let us know. We will ask you for specific details such as your previous address or where you lived when the account was opened. These details may be passed back to the account originator who may start a fraud investigation. Providing us with relevant information will help us to resolve the matter.

What if I am not the person you are looking for?

We do everything we can to make sure our records and the records supplied to us are correct. If you think we’ve got the wrong person, or have been contacted about an account that doesn’t belong to you, please contact us as soon as possible, and we will rectify the problem.

4
further advice

Who can give me credit advice?

There are a number of credit advice organisations who can provide support and free advice on your financial situation. Details of these organisations can be found via our information and links page.

If you are in contact with a credit service please contact us and we will be happy to assist you whilst you seek appropriate advice.

I’m worried about my account and the effect it is having on me. Is there anyone I can contact?

If you are feeling depressed or anxious, there are a number of organisations including Mind and Money Advice Trust who can offer support and advice. Further details of these organisations can be found via our information and links page.

My financial situation is out of control. What can I do?

We are here to help. For further advice, please visit our information and links page where you’ll find a number of organisations you can contact who will offer you advice free of charge.

How do I get out of debt?

There are a number of organisations that can give you the advice you need. They can work with you to develop a realistic budget and action plan that will allow you to develop a long term solution. For further details, go to our information and links page.

5
regulation

Where do I find the Credit Services Association (CSA) Code of Practice?

You can visit the Credit Services Association (CSA) website for more information.

What are Capquest’s registration details?

We abide by the strictest regulatory standards which means we operate at the highest possible ethical level. Below are the details of our licence and registrations numbers:

Capquest Investments Limited is registered in England and Wales with company number 05245825. Its registered office is at Belvedere, 12 Booth Street, Manchester M2 4AW. Your account is administered by Arrow Global Limited (“AGL”) for Capquest Investments Limited (“CIL”). AGL is part of the Arrow Global Group (and has the same registered office as CIL). AGL is part of the Arrow Global Group and is authorised and regulated by the Financial Conduct Authority for certain credit-related regulated activities. AGL is registered on the Financial Services Register under registration number 718754. AGL is registered in England and Wales with company number 05606545.

Capquest Debt Recovery Limited is registered in England and Wales with company number 03772278. Its registered office is at Belvedere, 12 Booth Street, Manchester, M2 4AW. Capquest Debt Recovery Limited is authorised and regulated by the Financial Conduct Authority for certain credit-related regulated activities, and is part of the Arrow Global Group. Capquest Debt Recovery is registered on the Financial Services Register under registration number 721513.

Capquest Mortgage Servicing Limited is registered in England and Wales with company number 05821008. Its registered office is at Belvedere, 12 Booth Street, Manchester, M2 4AW. Capquest Mortgage Servicing Limited is authorised and regulated by the Financial Conduct Authority. It is registered on the FCA register under number 467051.

Who is Capquest owned by?

We’re owned by Arrow Global Group Plc, one of the UK's largest purchasers of non-performing accounts and providers of credit management solutions.

What are you doing to ensure you are meeting the new FCA regulations?

Our entire focus is about putting customers at the heart of our business. Our teams are trained to ensure you get the best service possible to get you back on the road to financial health.

View our corporate governance and compliance section for more information.

What personal details do you hold about me and how do you protect my data according to the Data Protection Act?

We take our responsibility to keep your personal information secure and private very seriously and we rigorously ensure our systems are compliant with the highest possible standards. We will never disclose your personal information to a non-authorised party.

Under the Data Protection Act you have the right to obtain a copy of the personal information that we have about you. If you would like to request a copy of your file, please write to us confirming your request, known as a Subject Access Request and enclose an administration fee of £10.00.

Capquest Group
Templer Avenue
Farnborough Business Park
Farnborough
Hampshire
GU14 6FE

2
complaints

How can I make a complaint?

At Capquest we take your feedback and any complaints we receive very seriously and have a formal complaints procedure (pdf).

Make a complaint by phone
Call the complaints department directly on 0333 999 7217* (calls may be recorded for quality and training purposes).

Make a complaint by letter
Submit your complaint in writing to:

Capquest Group
Templer Avenue
Farnborough Business Park
Farnborough
Hampshire
GU14 6FE

Make a complaint by email
complaintsin@capquest.co.uk

Please ensure your reference number is clearly stated on all correspondence to avoid any delays in processing your complaint.

What if I am not satisfied with how you handled my complaint?

If, after a final response from us, you do not feel that your complaint has been dealt with satisfactorily, then you may contact the following organisations:

Credit Services Association (CSA)
2 Esh Plaza
Sir Bobby Robson Way
Great Park Newcastle Upon Tyne
NE13 9BA
Website: www.csa-uk.com
Phone: 0191 217 0775

The Information Commissioner’s Office (ICO) oversee the Data Protection Act 1998 and will be able to investigate a complaint relating to your personal data.

The Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Website: www.ico.org.uk
Phone: 08456 306060

The Financial Ombudsman Service is there to act as an impartial adjudicator.

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE
Website: www.financial-ombudsman.org.uk
Phone: 0845 080 1800

7
annual statements

Why have I received a statement?

Under the terms of the Consumer Credit Act (CCA), we’re required to send you regular statements detailing any activity on your account balance with us. This will allow you to keep track of your account as you manage your balance over time.

We’ll continue to send you an annual statement until your account is fully paid off.

I’ve made a payment but it’s not showing on my statement

If your payment was recently made through a third party such as a debt management company or an agency working on our behalf, it may take a few days to be processed. These payments will only appear once your payment is received on our system.

If the payment has been made after the statement period, it will be shown on your next statement.

Please contact us if you believe there are still payments missing.

The balance on my statement doesn’t seem right?

Any payments received after the date on this statement will appear on subsequent statements. Payments made through a third party may take a few additional days to appear.

If you still think there could be an error with your statement, please contact us with any additional information regarding your balance.

We’ll be happy to look into your query and help you reach a resolution.

My contact details are incorrect

Please provide us with updated contact details by calling us on 0333 999 7200* or emailing us at customers@capquest.co.uk.

Alternatively register on our customer portal and update your details online.

My account is currently being managed by another agency

Under the terms of the Consumer Credit Act (CCA), we are required to send you regular statements detailing any activity on your account balance.

If your account is being managed by an agency appointed by Capquest, you’ll receive your annual statement from Capquest.

However, your account will still be managed by our appointed agency and you should continue to deal with this agency directly, making your payments as usual.

Why have you sent me a statement when I'm in an Individual Voluntary Arrangement (IVA) proposal or trust deed with my creditors?

Under the terms of the Consumer Credit Act (CCA), we’re required to send you regular statements detailing any activity on your account balance.

However, if you have notified us of your Insolvency Practitioner we’ll continue to deal with them directly.

Why have you sent me a statement when I am bankrupt or sequestrated?

We’re required to send you regular statements detailing any activity on your account balance.

If you’re discharged from your bankruptcy, please send us your discharge certificate to the address below so that we can update your credit file and ensure no further statements are sent.

Capquest Group
Templer Avenue
Farnborough Business Park
Farnborough
Hampshire
GU14 6FE

ways to pay

We offer a range of payment options suited to our customers' changing needs.

make a payment online find out more

contact us

There are a range of ways to get in touch with us.

request a callback find out more