Why have you contacted me?
We have been asked by our client to contact you about an outstanding account. Our role is to help resolve the matter in a fair, respectful, and practical way.
We understand that receiving contact about a debt can feel worrying. Our aim is to work with you to find a solution that fits your circumstances.
Who do you act on behalf of?
We act on behalf of the organisation named in our letters, emails, or messages. They have asked us to contact you to help manage and resolve the account.
If you are unsure who our client is, you can find their details on any communication we have sent, or you can contact us and we’ll be happy to explain.
How did you get my contact details?
We receive your details from our client so we can contact you regarding the account. These details are handled securely and in line with data protection laws.
If you believe any information we hold is incorrect, please let us know so we can update our records.
Why do you need to ask me security questions (Data Protection)?
To protect your personal information, we may need to ask a few security questions before we can discuss any details about your account. This helps us make sure we are speaking to the right person and prevents unauthorised access to your information.
This even applies if you contact us by email or from a phone number we already hold on file. These checks help us to meet our obligations under UK Data Protection laws.
Why do I owe this money?
The outstanding balance relates to goods or services provided by our client, or an agreement you previously entered into.
If you are unsure about the balance or would like a breakdown, please contact us and we’ll be happy to provide further details.
Can I see a statement or breakdown of the balance?
Yes. We can provide a clear breakdown of the amount owed, including how the balance has been calculated.
Simply contact our team via your preferred method and we can assist you.
What if I think there has been a mistake?
If you believe the balance is incorrect or the account does not belong to you, please contact us as soon as possible. We will review the matter with our client and keep you informed.
What should I do when I receive a letter or email from you?
The best first step is to get in touch with us. We can explain the situation, answer your questions, and talk through your options. Contacting us early often makes things simpler and helps prevent unnecessary stress.
Will contacting you make things worse?
No. Speaking to us will not make things worse. Our role is to help find a positive way forward.
Many people worry about making contact, but we find that having a conversation early usually leads to better outcomes and more flexible solutions.
What payment options are available?
We offer a range of payment options, including online payments, bank transfer, and payment plans. Our team can explain the options available and help you choose what works best for you.
Can I set up a payment plan?
Yes. If you are unable to pay the full balance straight away, we can often arrange a payment plan that spreads the cost into manageable amounts.
We aim to agree arrangements that are realistic and sustainable for you.
If contacting us by email, to help us set this up quickly and efficiently, it’s useful if you have an idea of how much you can afford to pay and how often (for example, weekly or monthly) and the date you would like payments to begin and include this in your initial message. This can reduce the number of messages needed and help us put an arrangement in place sooner for you.
Can I change my payment plan later?
Yes. If your circumstances change, please let us know. We can review your arrangement and adjust it where appropriate.
What if I’m struggling to afford payments?
If you’re experiencing financial difficulty, please tell us. We will listen and try to find a supportive and realistic solution.
We may ask some simple questions about your circumstances so we can understand what you can reasonably afford.
What if I’m dealing with illness, bereavement, or other difficult circumstances?
We understand that life events can make dealing with finances harder. If you are going through a difficult time, please let us know so we can take this into account when discussing your account.
Can someone speak to you on my behalf?
Yes. With your permission, we can discuss your account with a trusted third party, such as a family member or carer.
Before we can do this, we’ll ask you a few simple security questions to confirm that you authorise this and understand who will be given access to your account information. This helps us keep your personal information safe.
What if I don’t recognise this debt?
Please contact us as soon as possible. We will investigate the matter with our client and place the account on hold while this is reviewed.
What if I’ve already paid?
If you believe you have already made payment, please contact us with the details and we will check this for you.
How can I contact you?
You can contact us in the following ways:
Phone: 0203 150 0150
Webchat: By clicking the blue ‘Live Chat’ button on the top right of the page
SMS: 07860 048118
Email: contact@actcredit.com
Post: ACT Credit Management Ltd
Tara House
Glasgow
G2 1HG
How quickly will you respond?
We aim to respond to all enquiries as quickly as possible. Voicemail call-back requests are usually returned within 36 hours (excluding weekends), and emails are generally answered within 7 working days.
Alternative contact methods are available. Please see the How can I contact you? section above.
