Frequently Asked Questions

Bluestone Credit Management is a long established credit management organisation based in Sheffield. You’ve received a call from us because we’ve either bought your account from your original creditor, or we’re managing your account on behalf of one of our 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.

Your original lender has been unable to reach an agreement with you to pay back your debt and your account has now been escalated to Bluestone to resolve it.  We are specialists in helping customers to resolve long term debt issues.

No.  Bluestone has now been assigned responsibility for helping you to bring your account up to date.

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.

If you miss payments then your arrears status may be reflected on your credit file by either us or the original lender.  This may make it difficult for you to obtain credit in the future.  It is vital that you bring your account up to date as quickly as possible to minimise the level of negative credit information held on files shared by all major lenders in future.

You can check your credit rating by contacting a credit reference agency like Experian, Equifax or TransUnion. There may be a small fee for this service.

A common misconception is that debt will disappear after 6 years once it has fallen off your credit file.  A debt isn’t written off unless a creditor agrees you no longer have to make payments to the account and they will not pursue you for the outstanding balance. Please note the legislation varies in Scotland.

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, or your creditor may decide to take further action, including legal action. That’s why it’s really important that you contact us.

Making a settlement offer, even if it’s not for the full sum owed, is often possible. The best option is to talk to one of our experienced Customer Advisers so that we can tailor a response around you and your circumstances.

We know most people want to fulfil their financial commitments and that typically, not being able to start paying down a debt can be a source of unwanted stress.  Please call us.   Our team is highly trained and are good listeners – we can establish a way forward that helps you.  We can also put you in touch with organisations that can give you free, independent and confidential debt advice where appropriate.

We strive to provide the best possible service and welcome any feedback on how we dealt with your account. Please contact us via the contact us page to tell us how we did. 

Our opening hours may vary slightly depending on the department.  Our standard opening hours are Monday to Friday 9am until 6pm.  We are closed on all major Bank Holidays.

Each account is treated on an individual basis and we tailor our payment arrangements to your individual circumstances.  We understand that one size doesn’t fit all so we want to take the time to understand your situation,  agreeing on a solution that is fair, realistic and affordable.  Getting back on the road to financial recovery doesn’t need to be a stressful experience.

Making payments to us is easy.  Please visit our Ways To Pay section. 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.

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.

Contact us to let us know when your details change so we can update our records.

Contact us as soon as possible and we will be happy to look into it for you. 

We’re happy to deal directly with your Debt Management Company. Just contact us to let us know. 

Yes.  We are 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.

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.  

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.  

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 of our final response.

Read our Complaint Handling Process or contact us to find out more.