SUPPORT CENTRE

Looking after you and your money

Bluestone Credit Management prides itself on its ethical approach. We seek to help customers to resolve credit difficulties by listening and treating every customer fairly and as an individual. Underpinning every Bluestone activity is the business values; these in turn are supported by a set of robust policies and procedures.

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Take the first step to resolving your credit problems today

Please take advantage of the resources and FAQs in this section. Our success is about getting you out of debt affordably.

WE WON’T JUDGE YOU

WE WON’T APPLY UNDUE PRESSURE

WE WILL WORK WITH YOU TO UNDERSTAND YOUR CIRCUMSTANCES

Managing Your Finances

We appreciate that being in financial difficulty is a highly emotive issue and that contact from Bluestone seeking to resolve debt issues can be stressful.  We aim to help our customers address debt issues and create an agreed and affordable resolution to help them move forward.

Independent Sources of Help

We aim to support all customers and  as well as our own experienced team, we are happy to signpost people to third-party organisations that may be able to assist people as they seek to address debt issues; we hope this proves useful.

AdviceUK
Christians Against Poverty
Citizens Advice
Civil Legal Advice
Continued Path
Counselling Directory
Debt Action NI
Financial Ombudsman Service
Mental Health & Debt
MoneyHelper
Money Advice Scotland
The Money Charity
National Debtline
nidirect
PayPlan
StepChange
Samaritans

AdviceUK is the UK’s largest support network for free, independent advice centres. AdviceUK was formed in 1979 as the Federation of Independent Advice Centres (FIAC). As a UK-wide organisation AdviceUK is a key member of the Advice Services Alliance.

AdviceUK

 

 

 

A national charity, working across the UK to lift people out of debt and poverty offering free debt counselling through a network of 260 debt centres based in local churches.

Christians Against Poverty

 

 

 

Citizens Advice provides free, independent and confidential advice on getting out of debt, and a variety of other issues. With branches across the UK they have useful resources online, such as debt FAQs and budgeting tools.

Citizens Advice

 

 

 

 

Legal aid can help you pay for legal advice, family mediation and representation in court and some tribunals. This could include help for housing, debt, family or education problems. You can also get legal aid if you’re accused of a crime.

Civil Legal Advice

 

 

 

The Continued Path website offers links to free, independent support organisations as well as practical advice for survivors in the areas of heath & wellness, wills & probate and estates & finance. This site is designed purely to provide an objective online resource, available at the visitor’s convenience with useful information including definitions for common terms associated with the probate process.

Continued Path

 

Counselling Directory provides a huge support network of counsellors, enabling visitors to find a counsellor close to them and appropriate for their needs.

 Counselling Directory

 

 

 

Debt Action NI is a project run by Advice Northern Ireland which offers free, confidential and impartial debt and money advice.

Debt Action NI

 

 

 

 

The Financial Ombudsman Service was set up by law to resolve individual disputes between consumers and financial services businesses. It can deal with complaints about a wide range of financial and money matters and covers complaints about debt collection where the debt relates to consumer credit or hire, when a complaint can be brought by the person owing the money – or by someone who has been pursued for a debt owed by someone else.

Financial Ombudsman Service

 

This is a free 44-page PDF booklet supported by Mind, Rethink, CAPUK and others, for people with mental health problems and those caring for them. It covers how to handle debts when unwell, work with banks, free debt counselling, specific tips for bipolar disorder or depression sufferers, whether to declare a condition and more

Mental Health & Debt

 

 

MoneyHelper offers content to make money and pension choices clearer, backed by the government and free to use.

MoneyHelper

 

 

 

 

Money Advice Scotland (MAS) is the national umbrella organisation which promotes the development of free, independent, impartial, confidential money (debt) advice and financial inclusion. The organisation is a registered charity, with clear charitable objectives. 

Money Advice Scotland

 

 

 

The Money Charity (formerly Credit Action) is a charity with over 20 years’ experience in money management. As well as free and confidential advice, they provide several useful money management apps, such as the “Spendometer”.

The Money Charity

 

 

 

National Debtline is a debt charity providing free, confidential and impartial advice as well as a library of online resources – including an information pack, personal budget planning, sample letters and information that will allow you to determine whether you qualify for a debt relief order.

National Debtline

 

 

For those based in Northern Ireland, nidirect contains specific information about how to manage debt.  

nidirect

 

 

 

 

PayPlan provides free money advice and tailored debt solutions; it is  funded in a unique way: rather than charging clients it receive donations from the credit industry. 

PayPlan

 

 

 

StepChange (formerly the Consumer Credit Counselling Service) provides free advice, help with budgets and debt management plans tailored to personal situations.

StepChange

 

 

 

The Samaritan’s commitment to help people in need is well known, as their website states; ‘whatever you’re going through, a Samaritan will face it with you. We’re here 24 hours a day, 365 days a year.”

Samaritans

 

 

 

Introducing Money Helper

We appreciate that talking to someone about debt can be stressful and sometimes embarrassing; however, ignoring it can only add to the problem.

MoneyHelper used to be three organisations: the Money Advice Service, The Pensions Advisory Service and Pension Wise. Today they have combined their expertise and information and brought them together into one place to easily answer all money and pension-related queries.  

Focused upon helping people to manage their money better, MoneyHelper is here to help people improve their financial wellbeing and help guide people through any of life’s trickier circumstances and changes. 

Money Helper has tools and calculators on their website site; which you can access for free to assist you in taking steps to resolve any financial issues.

The Importance of Maintaining Payments

Maintaining an agreed repayment schedule to resolve a debt is an important step in resolving credit issues. By demonstrating a regular repayment plan, the debt reduces and importantly, the process provides evidence that can help the process of repairing a person’s credit worthiness.

Ways to Pay

Call Back

We understand that calling customers back can be of help and therefore, please visit the contact us page a fill in the form if you require a call back

Contact Us

Offers of Payment

As with settlements, we are happy to talk with customers to understand all offers of payment to ensure it is affordable and sustainable.

Ways to Pay

Frequently Asked Questions

In this section, we identify some of the most commonly asked questions we receive and the appropriate answers.

You have tried to call me – who are you?

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 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.

My debt is not with Bluestone, but with another financial services company, why should I speak to you?

Your debt position with your original lender has escalated and they have provided your details to Bluestone to resolve.  We are specialists in helping customers to resolve long term debt issues.

Shouldn’t I be speaking to my original lender?

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

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

How will this impact my credit rating?

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 get 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.

How do I check my Credit Rating?

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.

This is a very old debt, hasn’t it been written off by now?

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.

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. That’s why it’s really important that you contact us.

I cannot pay the whole debt, can I part pay and get it settled?

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

What if I can’t afford to pay?

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 are highly trained and good listeners so that 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.

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 via the contact us page to tell us how we did.

What are your opening times?

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.

How can I contact you?

Please visit our contact us section for details on how to contact us.

How much do 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 payment?

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.

What happens if my financial situation changes after I’ve agreed to 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.

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 and we will 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 is not 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.

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 of our final response.

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