FAQS

faqs-01

Below are answers to common questions we have been asked.

Why have we contacted you
When and how can I contact you?

We are open weekdays from 8am to 9pm; Saturdays from 8am to 4pm; and Sundays from 9am to 4pm. Call us on 01482 484673.

I want to pay but can't afford to pay in full. What do I do?

Please telephone a member of our team on 01482 484673 who will review your account details to agree a suitable repayment plan based on your circumstances and current financial commitments.

How do I know if my online payment has been successful?

Once your payment has been processed, a message will appear on screen to confirm the payment has been successful. If successful, you will be provided with an authorisation code. You can contact a member of our team on 01482 484673 should you require any further assistance.

I have asked a debt advisor to deal with my debts so what do I do about your correspondence?

You should pass a copy of our correspondence to your advisor who can then contact us on your behalf.

I don't owe this debt, what should I do?

If you believe that you do not owe the outstanding balance, please contact us on 01482 484673 to enable us to investigate.

What happens if I ignore your letters?

Ignoring our letters could lead to further action to recover the outstanding amount. It is important you make contact with us so we can work with you and help you find a solution to bring your account up to date. If you do not owe the money, you need to tell us as soon as possible.

The person named on the letter does not live at this address, what do I need to do?

Please telephone us on 01482 484673 to let us know.

What does your letter mean?
Has Wescot bought my debt?

No, Wescot no longer purchases or owns debts. If an account is being managed by Wescot this does not mean we have bought the debt, it means we are managing recovery of the debt on behalf of the bank/utility company. Once the debt is repaid the account will return to the original company.

How is Wescot regulated?

Wescot is authorised and regulated by the Financial Conduct Authority (FCA) and is a member of the Credit Services Association (CSA), which is the industry’s trade body.

We comply with the FCA Consumer Credit rules and the CSA’s Code of Practice, and ensure that all customers are treated fairly. We are accredited to the BSi ISO 9001:2008 quality standard and are a supporter of the free Money Advice Agency network.

When I telephone your office, I am asked for details such as my full name and address before you will discuss the account with me. Why do I have to give you this information?

Under the Data Protection Act 1998, we have an obligation to protect personal data. We have to make sure we are speaking to the correct person before we can discuss an account.

Do you record telephone calls?

Yes, all telephone calls are recorded.

If I am not happy with the service I have received from you, what can I do?

We pride ourselves on a professional approach. It is important to tell us if we have fallen below the standards expected of us. Please write to Customer Relations Team, Wescot Credit Services Limited, The Mash, Jarratt Street, Hull, HU1 3HB.

More information on complaints and our commitment to you is available here. For our most recent complaint data please see below:

Wescot Complaints Data 
1st January – 30th June 2018
Complaints per 1000 accounts Number of complaints opened Number of complaints closed Percentage Upheld
<1 1727 1778 45%
What about my credit file with credit reference agencies?

As Wescot is a debt recovery firm, rather than a credit provider, it does not have access to amend your credit file with any credit reference agency. 100% of any payment you pay to Wescot is sent to our client, that is, the creditor or company who provided your credit facility. They will update your credit file accordingly to reflect whether the debt is outstanding or cleared.

Information relating to debt stays on your credit file for 6 years from the date of the original default with the creditor. Your credit file will be used by lenders when making future lending decisions.

What is a Continuous Payment Authority?

A Continuous Payment Authority is a recurring payment from your debit card without you needing to authorise the payment every time. Wescot will only collect the payment on the date and frequency you have specified and only for the amount we have agreed with you. To view our ‘Continuous Payment Authority Terms’ click here.

Do you have a question? Read our FAQ's or Contact us for more information.