Frequently Asked Questions



Click on the questions below to reveal the answers.

Who is 1st Credit?

We are a debt purchase and collection company. We buy unpaid loan, credit card, store card and other debts from banks, credit card companies, retailers, and utility & telecom providers. We also collect debts on behalf of other lenders.

When we buy your account, the money you owe on this account is owed to 1st Credit instead of the original lender. We want to work with you to help you clear your debts. We always take your financial circumstances into account and set up an affordable payment plan that allows you to repay your debts and get on with your life.

Please contact us to talk this through with one of our customer service representatives.

Why has my account been sold?

It is common for banks and other lenders to sell accounts to debt purchase companies. Your account will already have been through their debt collection process before coming to us. We have specialist teams who can help people with all kinds of financial problems, including issues arising from job loss or bereavement. Our sole focus is on agreeing a repayment plan or settlement you can afford. Please call us on 01737 237370 and we can help.

How can I pay my outstanding account?

You can speak to one of our customer service representatives directly by calling 01737 237370. Alternatively you can make a card payment by calling our automated 24 hour payment hotline on 020 3131 2356 or using our customer self-service portal.

If you are struggling with debt you may wish to contact a free and independent debt adviser to help you. You can find a list of those organisations here.

Alternatively you can set up a standing order or make a payment via online banking.

1st Credit bank details:

Bank Name: Natwest

Sort code: 60-00-01

Account number: 40524639

1st Credit international bank details:

Sort code: 60-00-01

Account number: 40524639

BIC: NWBKGB2L

IBAN: GB44NWBK60000140524639

How much will I have to pay?

We will agree a plan that is realistic, affordable and reflects your current financial circumstances. Our customer service representatives are trained to go through your finances with you to work out an affordable plan. Please call us on 01737 237370 and we can help. 

How much do I owe you?

We have sent you a letter explaining that we are either collecting your debt on behalf of one of our clients or on behalf of ourselves. This letter shows the amount we believe is owed. If you have any questions about this, please contact one of our customer service representatives on 01737 237370.

What should I do if a third party is handling my outstanding accounts?

If you have instructed a third party to deal with your outstanding debts please ask them to contact us on 01737 237370. If you have appointed a debt management company then they can speak to our dedicated debt management team by calling the same number.

Will this debt affect my credit rating?

Yes, any unpaid debt will probably make getting other loans or credit difficult. It is likely that your original lender will have registered a default on your credit file. Once you start making repayments we will update the companies that keep credit file information – credit reference agencies. Please contact us to set up a payment plan and start repairing your credit history.

How can I repair my credit file in relation to this account?

When you are making payments towards this outstanding debt we update the companies that keep this information (credit reference agencies) to ensure your file reflects this. Once your debt is cleared the account will be marked as satisfied or partially satisfied depending on how you settled it.

We use the following registered credit reference agencies:

Callcredit Information Group Limited
Equifax Limited
Experian Limited

How can I obtain a copy of my credit file?

We do not hold a copy of your credit file. You can get a copy from the following companies, although there may be a small charge:

Callcredit Information Group Limited
Equifax Limited
Experian Limited

Who regulates 1st Credit?

1st Credit is authorised and regulated by the Financial Conduct Authority (FCA). We follow the code of conduct of the Credit Services Association (CSA). 1st Credit has permission to trade from the FCA.

Do you hold FCA permission to trade?

1st Credit Ltd has permission to trade from the FCA. Debts are purchased by 1st Credit (Finance) Ltd. There is no requirement for this company to hold an independent FCA Licence as an inter-company arrangement exists whereby all contact with customers is facilitated by 1st Credit Ltd.

Is 1st Credit a registered firm with the Lending Standards Board?

As a registered firm with the Lending Standards Board, 1st Credit adheres to their ‘Standards of Lending Practice’ (SLP) where applicable to the business.

Please click here for further information on the Lending Standards Board

Is 1st Credit a member of the Money Advice Liaison Group?

1st Credit is a member of ‘MALG’ whose objective is to facilitate and organise a non-policy making discussion forum to promote better communication, best practice, understanding and professionalism among organisations operating on a national level concerned with people in debt, debt advice, debt collection and all related ancillary matters within the UK.

Please click here for further information on the Money Advice Liaison Group

What if I lose my job or I am unwell or someone dies and I cannot pay?

We have a specialist support team to help you. Please call us on 01737 237370 to talk to a member of the team or contact us another way.

How do I complain?

1st Credit prides itself upon providing excellent customer service. Should we fail to meet your expectations or you are dissatisfied with the service we provide, please tell us.

We are happy to accept your complaint by any medium, (telephone, letter, email, etc)

By Telephone – If we get it wrong then please call us on 01737 237370. One of our Managers will be happy to discuss what has caused you to complain and will try to resolve the problem for you. If they are unable to resolve the matter to your full satisfaction they will pass you to our complaints team.

In Writing: 

To help you provide all of the necessary information required to investigate your complaint we suggest that you complete the complaint form which can be found here. Once completed this can be returned to us as noted below.

By Email – You can email us at compliance@1stcreditltd.com

By Letter – 1st Credit Ltd, The Omnibus Building, Lesbourne Road, Reigate, Surrey, RH2 7JP

If you do not use the Complaint form, it would help us if you can provide full details of your complaint, what you would like us to do to put things right and copies of any documentation you consider relevant.

Once contacted we will:

– Acknowledge your complaint in writing within five working days
– Investigate the matter competently, diligently and impartially, obtaining additional information as necessary
– Assess your complaint fairly and consistently
– Keep you updated if we are unable to issue a final response within four weeks
– Send you our ‘final response’ detailing our findings and conclusion within a maximum of eight weeks

Our final response will advise you:

– Whether we consider your complaint to be upheld
– What redress or remedial action we consider to be appropriate
– Our offer of remedial action or redress, (if deemed applicable) and how we arrived at that decision

We do hope that the final response will resolve the matter to your full satisfaction. If it doesn’t you are fully entitled to approach:

The Financial Ombudsman (FOS)
The Credit Services Association (CSA)
Alternative Debt Resolution (ADR)

Full details (and an FOS leaflet) will be provided in our response.

The person you are writing to does not live here. What shall I do?

Sometimes people move without updating their address with their bank or other lenders. Please call us on 01737 237370 and we will investigate.

What if I ignore your attempts to contact me?

Please get in touch with us to discuss your financial situation. If you can’t afford to pay anything we won’t ask you to pay and we will help you get free money advice. Many customers worry and are put off from contacting us but then wish they had done so earlier. You can read about their experiences with 1st Credit.

We can help you set up a repayment plan you can afford and work with you to pay off your debt. Our customer service representatives are highly trained and we have a specialist team to help you if you have suffered job loss, illness or bereavement. Please call us on 01737 237370.

This is not my debt, what shall I do?

If you do not recognise the account we have written to you about please call our team on 01737 237370 and we will investigate.

 

  • Winner of Best Conduct and Compliance Culture 2016
  • Winner of Best Customer Service 2016
  • Investor in customers
  • Investor in customers

Awards and Accreditations