Have Questions?

We’ve compiled a list of questions we are asked most frequently. If your query isn’t answered below, please call us or message us and we’ll be happy to help.

Who are you?

Credit Security was established in 1966 to assist people in debt find a repayment solution that helps them get out of debt as quickly as possible. With 8.3 million people in the UK struggling with their finances, we feel it is important people in debt don’t feel alone and have someone who can help them find a way through.

Regulated by the Financial Conduct Authority (FCA), we are also full members of the Credit Services Association (CSA), a UK trade body for debt collection and debt purchase industry.

Why have you contacted me?

We are a specialist debt recovery agency and your account has been referred to us due to non-payment. We have contacted you so we can find a way of getting your account back on track. Please do get in touch with us – it’s important we help you resolve this.

How do I know this isn’t a scam?

We are long-standing members of the Credit Services Association, the UK trade association for the debt collection and debt purchase industry. You can find our listing here.  We are also regulated by the Financial Conduct Authority.

What should I do?

Talk to us.

Debt doesn’t just go away and ignoring it doesn’t help. We can help – but only if you talk to us.

I can’t afford to pay the full amount.

We want to work with you to find the best solution based on your current circumstances. It may be possible to set up a repayment plan to be paid over a period of time. Please contact one of our advisors and be open and honest about your situation so together we can find a way forward. You won’t be asked to pay more than you can afford.

I don’t owe this debt.

Please give us as much detail as possible, in writing, about why you’re disputing this debt. When we receive your dispute, we will hold the account until the issue is resolved. You can send it either via the secure messaging facility, or via post to:

Credit Security Limited
The Old Court House,
High Street,
Whitchurch,
Aylesbury,
Bucks,
HP22 4JS

Please give us as much detail as possible so we can help you.

How do I change my personal details?

It’s important to keep us notified of any changes to your circumstances, including changes to your personal details. Call us on 01296 642180 and we’ll amend your records. Alternatively, send us a secure message

The person you’re writing to doesn’t live here.

We will need to update our records and those of our Clients. Please mark the envelope ‘gone away’ and return it to us in the post. Alternatively, contact us by telephone on 01296 642180 or via the secure messaging facility

I can’t meet the agreed repayment.

Please get in touch as soon as you realise you are unable to pay. This will allow us to review your account. Failure to do so may result in continued collection activity including further letters and phone calls. Instead, let’s find a solution!

I sent my payment to my original lender. Is that a problem?

No, the payment will be passed back to us but there will be a delay in it reaching us. Please remember to make all payments directly to us to avoid any delay in the future.

Do you apply charges to my account?

Credit Security does not apply charges to your account however, the original lender may continue to apply charges. Please contact one of our advisors to discuss your particular account.

How do I make a complaint?

Although we have very high standards, we know that sometimes things go wrong and whilst we are always disappointed when our customers feel the need to complain, we do value feedback and welcome the opportunity to put things right as quickly as possible and to improve the service we provide to our customers. Please click here for further details.

How does this affect my credit rating? Am I now on a ‘black list’?

You can check your credit rating and see what is on your credit file by obtaining a copy from either of the following companies:

Experian Limited, Customer Support Centre, PO Box 8000, Nottingham, NG80 7WF or online at www.experian.co.uk

Equifax Limited, Credit File Advice Centre, PO Box 1140, Bradford, BD1 5US or online at www.equifax.co.uk

Obtaining a copy of your credit file will also help you understand your credit score and rating which will help you make smart financial decisions in the future. It may also help you spot any potential attempts at identity fraud.

It’s not always easy for me to contact you. Can I ask someone else to deal with it on my behalf?

Yes, we can liaise through a third party as long as you’ve authorised them to act on your behalf. This could be a friend, partner, spouse, financial advisor, parent – whoever you trust. Please give them all the information about your current circumstances so that we can work together to resolve your account.

I’ve lost my job / I am sick and can’t work – what now?

Please contact one of our advisors so we can assist you through this difficult period. Please have all relevant details to hand so we update our records. If you cannot contact us, please appoint an authorised representative and ask them to talk to us.

I’ve paid off my debt but it’s still showing on my credit report. Why?

If you’ve made your final settlement, please allow 30 days for the that company’s billing cycle to complete. After this, the debt should show as ‘satisfied’.

Do you have a code of practice?

As longstanding members of the Credit Services Association, we fully subscribe to their code of practice. Please click here for full details.