Forms & Frequently Asked Questions


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  • Frequently Asked Questions

  • You've tried to call me, why are you contacting me?

    You’ve received a call from us because we’ve either bought your account from your original provider, or we’re managing your account on behalf of one of our Business Partners. We’d like to talk to you so that we can find out a little more about your current financial situation, then work with you to find an affordable solution for repaying the money you owe.


    It's important that you contact us as soon as possible.
  • Why has my account been sold to you and what does this mean?

    Your previous credit provider has made the decision to sell your account to us.  This means that any money you owed them is now owed to us.  A ‘notice of assignment’ was sent to you, giving you formal notice of the sale and providing further details. As the new owner of the account, our goal is to work with you to agree an affordable and realistic repayment plan which is suited to your individual circumstances.  We encourage you to get in touch so we can discuss this further.
  • What could happen if I don't get in touch?

    Ignoring the issue may make things worse.  It could have a negative effect on your credit rating, making it more difficult to obtain credit  in the future.  We may also have to consider  further action, such as legal proceedings. That’s why it's really important that you contact us.
  • How can I give you feedback?

    We strive to provide the best possible service and welcome any feedback on how we dealt with your account. Please contact us to tell us how we did.
  • What are your opening times?

    We’re open Monday to Friday 8am until 6pm. We're closed on all major bank holidays.
  • How can I contact you?

    You can contact us in lots of ways.  Call us, email us or ask us to contact you.  
  • I’ve received a letter stating that I may be visited by a Bluestone representative at my address. What should I do?

    You should contact us as soon as possible.
    We’ve probably been unable to get hold of you by phone and letter which is why we are looking at other ways of getting in touch with you.
  • How much will I need to pay?

    We treat each account on an individual basis and tailor our payment arrangements to your circumstances.  We understand that one size doesn’t fit all so we want to take the time to understand your situation so that we can agree a solution that is fair, realistic and affordable.  Getting back on the road to financial recovery doesn’t need to be a stressful experience.
  • How can I make a payment?

    Making payments to us is easy.  We accept all major debit and credit cards as well as bank transfers, standing orders, cheques and postal orders.
    If you’re making a payment by credit card your card provider may charge you interest or other fees.
    Please contact us to find out more.
  • What happens if my financial situation changes after I've agreed a payment arrangement?

    We appreciate that from time to time your financial situation can change. A sudden change in your employment status or an unexpected bill can have a big impact.  If you feel like you’re struggling to keep up-to-date with your payment arrangement then please contact us to let us know. We’re here to help and will never ask you to pay more than you can afford.
  • What should I do if I can’t pay?

    Contact us as soon as possible.  We’d like to work with you to find a solution that is right for you. We can also put you in touch with organisations that can give you free, independent and confidential debt advice.
  • My personal details have changed, how do I let you know?

    Contact us to let us know when your details change so we can update our records.
  • I've received a letter from you but think my balance is wrong. What should I do?

    Contact us as soon as possible we’ll be happy to look into it for you.
  • What should I do if I have a Debt Management Company dealing with my account?

    We’re happy to deal directly with your Debt Management Company. Just contact us to let us know.
  • Can my friend or family member talk to you about my account?

    Yes, we’re happy to discuss your account with a friend or family member but we’ll need your consent first. Please contact us to set this up.
  • This isn't my debt, what should I do?

    If you believe that you’re not the person we are trying to speak to, or the person we’re trying to reach doesn't live at your address, please contact us so we can investigate.
  • Is my credit rating being affected?

    If you miss payments then this maybe recorded on your credit record, depending on the type of agreement. This may make it difficult for you to get credit in the future. We work with credit reference agencies so they can keep their records up to date with payments we receive on relevant accounts.
  • How do I check my credit rating?

    You can check your credit rating by contacting a credit reference agency like experian, equifax or call credit. There may be a small fee for this service.
  • How do I make a complaint?

    We hope that you're happy with our service but if that’s not the case we’re keen to hear from you so that we can investigate and make any improvements. Read our Complaints procedure or contact us to find out more.
  • Who can I talk to if I’m not happy with the final outcome of my complaint?

    If you’re unhappy with our final response you can refer it to the Financial Ombudsman Service. Any complaints you refer must be referred within 6 months of the date on our final response.
  • I’ve received a letter from Banner Jones Solicitors. What does this mean?

    This means we’ve referred your account for legal action.   This is always a last resort.  We prefer to work with you to reach an amicable solution instead.
  • What are County Court Proceedings?

    If we are unable to work with you to agree a solution we may refer your account for legal action and ask the County Court to recover the outstanding debt. If this happens the amount that you owe is likely to increase due to court fees. If successful this could result in you having a County Court Judgement (CCJ) entered against you. A County Court Judgement is a type of court order that sets out how much is owed, how the money should be repaid and the payment deadline. In Scotland, the equivalent of a CCJ is called a Decree. If a CCJ is entered against you, then this could adversely affect your credit rating and make it more difficult or more expensive for you to get credit in the future. A CCJ will stay on your credit file for six years from the date of the judgement.