Frequently asked questions

General questions

• Who is Aktiv Kapital?

  Aktiv Kapital is a debt purchasing company.

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  We buy debt from a variety of creditors and work with our customers to find an affordable way for them to become debt free, allowing them to regain control of their finances.

• Why has my account been sold?

  Aktiv Kapital purchases large numbers of accounts from many major banks and finance companies. Those accounts have usually been flagged by the original lender as a “Default”.

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  Once accounts reach that point, many banks and finance companies choose to sell these accounts to organisations like ours, who are registered with the OFT (Office of Fair Trading).   Accounts are usually sold when a customer has failed to make payments to the original creditor or to a subsequent debt collection agency.

• What should I do now?

  It is important that you get in touch with us. Please call us on 0800 731 6361.

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  We understand that there are many reasons why you may not have been able to meet your contractual obligations with your original creditor. For this reason we are happy to help you arrange a suitable repayment programme based upon your circumstances and current financial commitments.   Our dedicated team of negotiators are able to talk you through the options and benefits available to you when you commit to a payment plan, please call us on 0800 731 6361 quoting your customer reference number, between 8:00am and 8:45pm Monday to Friday, or 8:00am to 12:00pm Saturday. Alternatively, complete the contact us form or set up a payment plan online.

• What will happen if I don't contact you?

  Please get in touch.

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  If we have contacted you about an account with us, then it is important we talk to you, so that we can work together to clear your account. We understand it can be embarrassing or difficult speaking to a stranger about your finances, but we are here to help. We treat each of our customers fairly, we will work with you to understand your circumstances and find an affordable way for you to become debt free. If we don’t hear from you then we maybe forced to consider alternatives such as legal action to recover the money you owe. This action is only ever a last resort.

• You are contacting me about a debt that I don’t think is mine, what should I do?

  It is important that you speak with us. Please call us on 0800 111 4015 or alternatively, complete the contact us form so we can resolve this for you.

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My debt

• What is the impact on my credit file?

  It is likely that your original creditor will have registered a default with regards to the outstanding debt on your credit file. When the account is purchased by us, we are legally required to transfer the default into our name.

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  When you apply for credit (e.g. mortgage, loan, mobile phone) it is likely that the credit provider will request permission to look at your credit file to gain an understanding of your payment history and the likelihood of repayment. Unpaid accounts are usually highlighted on your credit file. Accounts held with us are updated monthly to reflect the account status or the fact that there is a changing account balance. If you make a payment to your account, we will report that to the Credit Bureau so that your credit file is accurate.   Similarly, when you have either paid your account in full or paid an agreed amount in full and final settlement, we will then flag your account as “satisfied” at the Credit Bureau.

• Where can I get a copy of my credit file?

  To obtain a copy of your credit file please contact:

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  Experian Consumer Help, PO BOX 800, Nottingham NG1 5GX. Web Site: www.experian.co.uk   Equifax, Department 1E, PO BOX 3001, Glasgow G81 2DT. Web Site: www.equifax.co.uk   Callcredit Limited, One Park Lane, Leeds, West Yorkshire LS3 1EP. Web Site: www.callcredit.co.uk

• How have you located my address?

  We use the services of registered credit reference agencies who keep up-to-date records of all your financial transactions and address movements.

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• Why have you sent me a statement?

  Under the requirements of the Consumer Credit Act we send all our customers a statement every year.

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  This is so that we can keep you informed of what is happening with your account.

• My financial circumstances have changed, what should I do?

  You should always keep us up to date with any changes in your financial circumstances to enable us to continue to offer the most suitable repayment options.

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  The more we understand your individual circumstances the better equipped we are to offer a suitable and affordable repayment plan tailored to your means. You can print and fill in an Income & Expenditure form here.

• Where can I find my reference number or password?

  You can find your reference number and password on the top right of any letter that we send to you.

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• What do I do if I’ve lost my account password?

  You will need to contact us to have your password reset.

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  Please call us on 0800 015 5505. Alternatively, complete the contact us form.

• How do I change my personal contact details?

  You will need to contact us make changes to any of your personal details.

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  Please call us on 0800 015 5505. Alternatively, complete the contact us form.

• How do I request written confirmation my account is closed?

  Please submit your request to us via the contact us form.

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Making a payment

• How can I make a payment?

  Aktiv Kapital is committed to working together with you to resolve your account.

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  Related links: Direct Debit Online Payments At the bank Payzone Mail By Phone Telephone Banking Automated Telephone Payments Standing Order

  We provide several ways for you to pay, please see the related links. If at any time you would like to re-evaluate your payment plan, or learn more about our offers, please contact us by calling 0800 731 6361 and one of our negotiators will be available to assist you.

• How do I change my payment plan amount or date?

  You will need to contact us to have your payment plan changed.

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  Please call us on 0800 015 5505. Alternatively, complete the contact us form.

Money advice

• I have already appointed an advisor to deal with my finances, what should I do?

  You may have decided to seek independent advice regarding your finances. If you have, all you need to do is let us know who you have instructed to help you and we will do the rest.

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  Related links: Email us your advisors contact details

  You can either ask your appointed advisor to write to our dedicated advice and debt management team at:   Customer Services P.O Box 444 Bromley Kent BR1 1ZB   Telephone us on 0800 542 7329, Monday to Friday 9:00am – 5:30pm or click here to e-mail us with your advisors contact details and any reference number they have issued you with. We will then hold your account for a period of 30 days to allow your advisors to confirm your payment proposals on your account.

• How can I seek independent advice?

  There are many different organisations available to you who offer a wide range of free and independent advice services for their clients.

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  Related links: Consumer Credit Counselling Service - Debt Remedy

  Consumer Credit Counselling Service (CCCS) The CCCS provides free and confidential counselling on debt problems – including personal budgeting and credit advice. http://www.cccs.co.uk/ Contact Number: 0800 138 1111 Open: Monday to Friday 8.00am to 8.00pm   National Debtline The National Debtline offers free, confidential and independent help over the phone for people in England, Scotland and Wales. You can call their helpline and also download publications from their website. http://www.nationaldebtline.co.uk/ Contact Number: 0808 808 4000 Open: Monday to Friday 9.00am to 9.00pm, Saturday 9.30am to 1.00pm   Payplan Payplan provides free advice to people living in the UK on debt and budgeting, including free debt management plans and IVAs (Individual Voluntary Arrangements) without upfront fees. http://www.payplan.com/ Contact Number: 0800 280 2816 Open: Monday to Friday 8.00am to 9.00pm, Saturday 9.00am to 3.00pm   Christians Against Poverty (CAP) Christians Against Poverty is a national debt counselling charity with a network of 150 centres based in local churches. CAP offers hope and a solution to anyone in debt through its free, unique, and in-depth service. http://www.capuk.org/home/index.php Contact Number: 01274 760720 Open: Monday to Friday 9.00am to 5.00pm   Citizens Advice Bureau Citizens Advice can help you resolve legal, money and other problems by providing free information and confidential advice from over 3,200 locations around the country. http://www.citizensadvice.org.uk/

New Deal

• How do I use my New Deal balance?

  You can use the money accrued in your New Deal account towards settling your account at anytime.

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  Please call us on 0800 731 6361. Alternatively, complete the contact us form, we will then do the maths and let you know how much you have accrued in your New Deal account and what payment you would need to make to settle your account in full.

• How do I check how much money is in my New Deal account?

  Unfortunately, you won’t be able to view your New Deal balance online just yet.

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  However, we can check your balance for you by calling us on 0800 731 6361. Alternatively, complete the contact us form.

• I can’t make my monthly payment, what should I do?

  In order to provide the benefits of New Deal and Aktiv Kapital Plus, we require monthly payments to be made as agreed.

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  If you think you may have difficulty making your next payment please call us on 0800 731 6361. We may be able to offer you a solution to protect the balance you have earned in your New Deal account, rather than losing it all.

• What is Aktiv Kapital Plus?

  For every payment you make over £1.00 each month you will accrue additional savings into your 'New Deal' account.

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  This can later be used towards settling your account. The higher the level/colour you are the more you save each month. For example: If you are on 'Green' paying £100 a month, we would put £20 a month aside for you into your 'New Deal' account.

Complaints

• How do I make a complaint?

  We aim to offer you the best possible service; however we understand that there may be occasions when you have cause for complaint.

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  We want to make it easier for you to tell us about your complaint, so that we can resolve your concerns and ensure that you are satisfied with the service that we have provided to you. Submit a complaints form Write to us: Customer Services PO Box 444 Bromley Kent BR1 1ZB Call us on 0800 111 4015, Monday to Friday 9:00am – 5:30pm. Once your complaint has been received, the case will be assigned to one of our specialist case workers who will be on hand to assist you throughout the duration of the complaints process.   Your personal case worker will oversee your complaint and will contact you regularly to keep you updated on how things are going. We want to assure you that your complaint is important to us and that we are always on hand whenever you need any information regarding your account.

• What can I do if I am unhappy with the outcome of the final response you have issued?

  We aim to resolve your concerns to your satisfaction but we understand that sometimes you may still remain dissatisfied with the outcome, as confirmed in our final response to you.

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  Following our final response: If you remain dissatisfied you have the right to take the matter further.   The Financial Ombudsman Services (FOS) may conduct an independent investigation on your behalf into the concerns you have raised. They aim to settle disputes fairly between financial businesses and their customers.   You can contact the Financial Ombudsman Services By phone on: 0845 0800 1800 By website: www.financial-ombudsman.org.uk   You are also able to contact the Credit Services Association (CSA). Please be advised that they only accept complaints in writing and should you wish to contact them, you must first complete their complaint form, which can be found on their website:   www.csa-uk.com   If the above organisations are able to consider your complaint, they will decide on the appropriate action to take in order to fully resolve your complaint.