The debt collection process, clearly explained.

Dispute handling is a core strength. We review the evidence, listen to the explanations and help the parties communicate when a disagreement is holding up payment. Tell us what has already been tried to resolve the dispute. We review it before deciding whether we can help. We explain the realistic options and seek a resolution, without guaranteeing agreement or recovery.

Yes. Use our general enquiry form or call 0800 953 3631 to discuss services, fees or suitability. You do not need to register or submit a debt to ask questions. If you have an account ready for review, use the separate case-review form.

Use the referral form to tell us about your business, the customer and the amount outstanding. Have your supporting records ready. If you're already a client, open the Client Portal or contact us if you need access.

Tell us what you have and what is missing. An unsigned agreement or missing delivery record does not tell the whole story on its own. The account needs review before we can say whether more evidence is needed or it can progress.

No win, no fee: collection fees are based on the amount recovered. We confirm your applicable rate before you instruct us. There are no upfront fees for pre-legal collection; our agreed commission applies only to money recovered. Further action needs your approval, and no additional costs apply unless you specifically agree to them, including legal work or visits. Money we collect for you is held in ring-fenced, audited client accounts before it is passed to you.

Your debts are handled by experienced account managers who specialise in debt collection. Different debts may be handled by different account managers. We provide attentive service, explain the position clearly and help you understand the decisions needed. We give a realistic assessment and tell you honestly when recovery is not possible. The separate Client Portal is available 24/7 for case information. Case updates are available in the Client Portal.

You electronically sign our contract through Adobe and provide your first debt and supporting evidence for review. We check that the debt is legitimate, the details are correct and the information is sufficient, then decide whether we want to pursue it. Once you sign, we set you up as a client on our system. Our Audit Team audits your first debt, or first batch of debts, before we start work, and we may refuse a debt that is not suitable. Recovery is not guaranteed.

We review who owes the money, the outstanding balance and the supporting evidence, such as invoices, contracts and statements. The records needed depend on the case. We may ask for more information and will refuse a debt if the evidence is insufficient, it is not legitimate or we decide it is not suitable for us to pursue.

We offer debt collection with legal action and enforcement available where appropriate. As part of our service, we arrange for our partner solicitors to handle formal letters and court claims, and for enforcement providers to act where it may be considered after successful court action if payment remains outstanding. Statutory demands, winding-up petitions and bankruptcy petitions are available where appropriate. Your account manager explains the options, risks and costs. Nothing progresses automatically: further action requires your approval, and additional costs only apply if you specifically agree to them. This is a range of recovery options, not a guarantee of full repayment.

Most business debts start with our pre-legal collection, which is no win, no fee: we review the account, contact your customer and seek payment or an acceptable proposal. If that does not resolve it, or the account needs formal action from the start, we can arrange legal action through our partner solicitors. Legal action is not part of our no win, no fee service and has its own costs, which we explain before you decide. Nothing goes ahead without your approval.

We chase overseas debts using the same ordinary contact methods as UK accounts, including email, telephone, text message, secure message links and post. Overseas collection does not automatically mean using local agents or incurring extra costs. Any legal or enforcement options depend on the country and the account; further action and additional costs require your agreement. We will talk you through what is realistic for the country involved before you decide.

The value, evidence and likely work matter when deciding whether collection is commercially worthwhile. Lower-value debts are generally better suited to clients referring several accounts than a single standalone instruction. Tell us about the balance and whether you have one account or a portfolio so we can discuss suitability.

Yes. Keep each customer's balance and supporting records clearly separated. If you have several accounts to refer, contact us to agree the best way to supply them. Existing clients can return to the Client Portal; ask us before preparing a bulk file.

The form sends us the details for review; it is not a document upload. We discuss the supporting evidence, instruction and next steps with you. Sending an enquiry does not guarantee that a debt can be recovered.

We offer debt collection with legal action and enforcement available where appropriate. As part of our service, we arrange for our partner solicitors to handle formal letters and court claims, and for enforcement providers to act where it may be considered after successful court action if payment remains outstanding. Statutory demands, winding-up petitions and bankruptcy petitions are available where appropriate. Your account manager explains the options, risks and costs. Nothing progresses automatically: further action requires your approval, and additional costs only apply if you specifically agree to them. This is a range of recovery options, not a guarantee of full repayment.

Never without your authority. You can ask us to refer every proposal to you, or give us agreed limits for settlements and instalments, such as balance and repayment length, so we can accept proposals within them without asking each time. Further action and extra charges also require your agreement.

No. We explain the proposed work and additional costs and request your authority before it proceeds. This applies to tracing, solicitor letters, court proceedings, enforcement and specialist insolvency action. The authority is specific to the proposed action, not blanket permission for every later stage.

We do not offer standalone collection visits. Enforcement providers visit only after successful court action, and process servers may personally serve a statutory demand or winding-up petition. Both need your agreement to the proposed action and any additional costs.

There is no guarantee. Once a company is in liquidation, creditors are paid from whatever assets remain, in a set order. If the company has no assets, you will not get your money back, and registering as a creditor does not guarantee any payment. Recovery from a company in administration is also very unlikely. Be cautious of anyone who promises otherwise and ask exactly what they mean.

Not usually. A limited company is responsible for its own debts. Directors are not personally liable unless there is a personal guarantee or another legal basis, such as wrongful or fraudulent trading. Whether a director must contribute is decided by a court or a liquidator, not by a collection agency, so we will not promise it.

If a claim is defended or partly defended, our partner solicitors discuss the response and options with you. Further work and additional costs require your agreement; we do not treat a defence as automatic authority to keep spending.

There is no fixed timescale. Progress depends on the evidence, the customer's response, any dispute and the decisions needed. Formal routes can introduce further steps and delays. Ask us about the position of your account rather than relying on a general estimate.

The Client Portal is available 24/7. Check the information recorded for your case and any requests for information or instructions. If something is unclear, contact us with the case reference and your question.

A customer may dispute an invoice, report a payment or question who is liable. We may need an invoice copy, evidence of delivery, payment details or your instructions to assess the next step. Reply with the records relevant to that request.

Not necessarily. A case may be awaiting a response, evidence or a decision. Check for outstanding requests and ask us what the current position means. Update frequency and recovery times depend on the account; we do not promise a fixed schedule here.

Tell us about the payment, including the date, amount and invoice or case reference, so the balance can be checked. Do not assume we already know. Any fee implications depend on your agreed terms.

You do. Payment arrangements and settlements are agreed with you; we do not independently agree reduced settlements or instalment terms. We put proposals and options to you for instructions. Further action needs your approval, and no extra costs apply unless you specifically agree to them. Formal escalation is not an automatic next stage.

Contact us with your case reference and explain the concern or question. If you want to make a formal complaint, use the complaints page for the contact options and process. Access to any external complaint route depends on eligibility.