FAQs
Please select a topic from the list below:
General
- I have never borrowed money from Apex – who are you and why have you contacted me with regard to my financial issues?
Apex Credit Management is a specialist organisation that works with both UK financial service providers and the Public Sector to resolve issues of late payment and arrears. If we are in contact with you, then it may be that you are currently in arrears with one of our clients and we would like to help bring your account back up to date. At Apex we pride ourselves on working to the very highest ethical standards to assist you.
- I am unable to make any payment so why are you contacting me?
We know that almost all customers entering a credit agreement do so with the full intention of meeting their financial commitments on time. Sadly circumstances can change. However, avoiding your financial difficulties can only lead to further problems. Talk to us today to find a fair and sustainable way forward.
- How does being in financial difficulties affect my ability to borrow in the future?
It can have a significant impact, so it is important to resolve these issues quickly. Information about your financial transactions will typically be stored and shared by Credit Reference Agencies. This information is provided to financial services organisations and retailers to enable them to make decisions. Being in debt can affect your credit record, which means that it will be more difficult to get credit in the future eg arranging a mortgage or a new mobile phone agreement.
- Who can I borrow from to pay off my existing balance?
We recognise that it can be very attractive to borrow money to pay off other debts, but such an approach does have to be considered very carefully. It may be difficult to borrow money if your credit history has been affected (and the cost of borrowing is likely to be higher than the current market ‘best buys’). Also, further such borrowings may be secured on your property. Please consider all of the options very carefully and seek impartial professional advice to assist you in your decision-making.
- How do I thank an Apex employee who has helped me with my account?
You can either write to us, complete the online Enquiry Form or alternatively email us on recoveries@apexcm.co.uk and we will pass along your comments to our employee and their Team Manager.
- I’ve seen adverts for businesses that will clear my balance. Is this a good idea?
In our experience, if something sounds too good to be true, it usually is and whilst some of these adverts may be very tempting, our honest advice is to contact us first. In the long term it is a step that could save you money. For more advice, please view our Debt Help section.
- My account is being managed by a Debt Management Company, what should I do?
If your debt is being handled by a Debt Management Company or debt counsellor, then please pass a copy of our letter on to them and we will be happy to work directly with them. We would appreciate it if you could also contact us with the details, so that we can alter your records accordingly.
- Will I be taken to court?
There are a range of options available to creditors when you fall into arrears depending on the type of finance agreement. Legal action is a last resort for Apex Credit Management. If you contact us today in order to discuss your circumstances, we will almost invariably be able to avoid this route.
- What will happen if I ignore your attempts to contact me?
If you continue to ignore our attempts to contact you, your account may be escalated to an external debt collection agent or, where appropriate, escalated to our litigation department.
- The balance on my letter isn't correct. What should I do?
If you believe that the balance on your account is incorrect, then please call us on 0845 849 8988. If an error has been made, then we will assist you in resolving this.
Repayment
- I want to clear my balance. How can I do this?
We have a range of payment methods available to suit your individual circumstances.
Please visit the 'Make a Payment' section for further information.- How do I set up a repayment plan?
At Apex Credit Management we understand how easy it is to fall behind on monthly payments for credit cards, store cards, loans and the many other forms of credit easily available in today's world.
We want to work with you to enable you to clear your balance in a manner which suits your own individual circumstances.
Therefore if you are unable to settle your balance in full at this time and wish to propose a repayment plan, you can do this by- contacting one of our customer advisors on 0845 849 8988
- completing the online direct debit form
- emailing us at recoveries@apexcm.co.uk
- What is the minimum payment amount that I can make online?
The minimum payment amount for all online transactions is £1.00
- What payment methods do you accept?
Our accepted payment methods are: Direct Debit, all major Debit and Credit Cards, Standing Order, by telephone or internet payments via our website, post office and payment cards, cash, cheques and postal orders.
All cheques and postal orders should be made payable to 'Apex Credit Management Limited' and sent to Apex House, 27 Arden Street, Stratford-upon-Avon, Warwickshire, CV37 6NW.
Please ensure that you write your Apex reference number on all correspondence, cheques, postal orders and other payments, so that we can deal with your account and/or allocate payments as efficiently as possible.
- Is it safe to use my debit/credit card online?
Yes; For your peace of mind, Apex utilises 3D-Secure authorisation, which may re-direct you to your bank's secure transaction page for additional security checks. The information you provide is not shared with Apex. Your bank will re-direct you back to Apex Credit Management for payment confirmation..
- Which is the best repayment method to choose?
We believe that Direct Debit is most suited for long-term repayment plans as it is a reliable, regular payment method that ensures that your plan will not fail as long as funds are available, thus giving you peace of mind that your payments will be made on time.
It also means that you will be protected by the Direct Debit Guarantee offered by participating banks and building societies and that you will be given advance notice of the collection amounts and dates.
- What happens if I do not keep up my repayments?
If you did not maintain payments with your original lender you would have entered into arrears. Ordinarily the lender would inform you of this. Also you may have received a default notice which gives you a limited period to repay the arrears. If you have not satisfied the default notice, your agreement may be terminated and the full outstanding balance becomes due immediately. In addition, details of the default may be registered with the Credit Reference Agencies.
Where you entered into a repayment plan with Apex, we will continuously monitor this and where necessary contact you to review your circumstances. In the unlikely event that you do not keep up with your repayments with Apex, we may look to escalate your account through our collection procedures, which may include instructing an external debt collection company, or where appropriate, commence legal proceedings to recover the balance.
Personal Details
- How do I update my contact details?
You can update your contact details by calling one of our customer advisors on 0845 849 8988 or by emailing us at recoveries@apexcm.co.uk and one of our customer advisors will ssist you.
- How do I find out what personal information Apex is holding on me?
Under the Data Protection Act you have the right to obtain a copy of the personal information that Apex Credit Management holds on you. If you would like to request a copy of your file, please contact us in writing.
There is a charge of £10 for this service which should be made payable to Apex Credit Management Limited. Please make sure when requesting your information under the Data Protection Act that you make it clear in your letter that the fee for £10 is for a ‘subject access request’.
Please note that only Apex Credit Management handles customer data. Any payments made payable to any other company in the Cabot Credit Management Group shall either be returned or refunded if already processed.- How do you use my personal details?
The manner in which we process your personal information is stated within our Privacy Policy.
Credit Record
- What happens to my credit record?
The lender may have marked your credit record with a 'default' at or around the time that you fell behind with your contractual repayments. This action may make it difficult for you to obtain further credit. In addition, where a County Court Judgement (CCJ) has been obtained, it may be recorded on the credit file in association with your account.
Apex Credit Management works closely with the Credit Reference Agencies to ensure that your credit record is updated on a regular basis to reflect the payments made to us and to show the actual status of your account at the end of each month.
Where you settle a CCJ with us, then we will provide you with the relevant documentation so that you can arrange for your credit file to be updated as 'satisfied'.
- How do I view my credit record?
You can check your credit file for a small fee by contacting a credit reference agency. Please click here for further details.
- Why is it good to clear my credit rating?
Having a poor credit rating may make it difficult for you to obtain further credit. It may also make other borrowings more expensive if you are believed to be a credit risk.
- What does a default on my credit record mean?
If you fail to make the required repayments on your debt, then a default may be registered on your credit record. This could make it difficult to obtain credit in the future. It may also make your other borrowings more expensive if you are believed to be a credit risk.
Not Your Debt?
- This isn't my debt. What should I do?
Please contact one of our customer advisors 0845 849 8988 in the first instance or email us at recoveries@apexcm.co.uk. This will enable us to investigate and to review the account.
- I am receiving correspondence for someone who does not live at my address, what can I do?
"If the correspondence is addressed to an individual that does not reside at your address you should mark the envelope “not known at this address” and return it back in the post. Royal Mail will then make sure that any mail marked “not known at this address” will be returned to the sender. The sender will then update their records accordingly and take the appropriate action.
If you are able to establish who the correspondence has been sent by, it would be very helpful to make contact with the agency. You will be asked a number of questions such as your name and date of birth. These questions are only used to confirm identity. Once it is clear that the identity cannot be confirmed, the agency will be able to suppress your details from their systems and update their clients records, which will prevent any further contact from being made by other agencies looking for the same individual.
Unfortunately, in the case of tracing for debt collection purposes, some debtors will 'pretend' that they are not resident and return mail. This leads to further trace activity and can create a future mis-trace scenario. It is therefore recommended that in a mis-trace situation you be as helpful as possible".
Credit Services Association - Consumer Advice- How has my address been linked with an individual that has never lived at my address?
"There are a number of reasons for this. Credit Reference Agencies collate data from creditors (including banks, credit card companies, utility companies, insurance firms etc). The data that is input into these vast databases can sometimes be
corrupted or inaccurate data entered. For example, a date of birth can be entered incorrectly, or initials mistyped.There may also, however, be a more sinister explanation if a person has committed an act of fraud. A person may use the name and address of another individual to gain credit with no intention of repaying the money.
The information collated at the time the credit was taken out will be input into the Credit Reference Agencies in the usual way, however, it of course is not correct. When the creditor attempts to recover the amount, they will use the services of the Credit Reference Agencies and contact will be made via their address link service".
Credit Services Association - Consumer Advice- Will my address be blacklisted because of this debt?
"No. A property is not blacklisted. The individual taking out the credit will have data attached to their personal credit file if they default on their credit agreement. However, if this is due to fraudulent activity, you will need to check your own credit file to make sure that any associated links are removed. To do this, please contact the Credit Reference Agencies".
Credit Services Association - Consumer Advice- I am still receiving mail despite advising the agencies that the person that they are looking for does not live at my address! Why?
"The chances are that the individual in question is being searched for by a number of different companies. These companies will be using the same tracing tools as the agency that you have notified, but if there is a delay in updating records,
further correspondence could be sent. Whilst it is appreciated that making contact with the various agencies is frustrating, it is essential in ensuring that all records are updated. This will lead to your address being removed and will prevent any
future correspondence.There may also be a 'link' attached to your address with the Credit Reference Agencies. These 'links' could have resulted from fraudulent activity, or a link between a previous address you may have resided in and that of the trace subject.
The Government recommends that you view your credit file regularly in order to ensure that all of the information on there is accurate and up to date. By checking your credit file you will be able to see if there have been any wrong links attached to you and have them removed. This will also prevent any future contact by debt collection agencies."
Credit Services Association - Consumer Advice- Who can I complain to about being the victim of a mis-trace?
If you feel that you have been subject to a mis-trace, then please contact one of our customer advisors on 0845 849 8988 in the first instance and we will carry out a further investigation to establish whether the information that we hold on you is correct.
In addition you can also raise your concerns with one of the following organisations:Credit Services Association (CSA)
Visit the CSA website at www.csaconsumers-uk.com and download a Complaint Form. Alternatively you can call 0191 2865656 or write to
Credit Services Association
Wingrove House, Ponteland Road
Newcastle upon Tyne
NE5 3AJInformation Commissioners Office (ICO)
The ICO oversee the Data Protection Act 1998 and will be able to investigate a complaint relating to your personal data. You can contact the ICO on 08456 306060 or write to:
The Information Commissioner's Office
Wycliffe House, Water Lane
Wilmslow, Cheshire
SK9 5AF
- I have been mis-traced several times. What can I do?
If you have been contacted several times from different collection agencies regarding outstanding debts, then this means that there may be an incorrect link in the system. All debt collection agencies use credit reference agencies if they need to trace customers. Therefore we would suggest that you contact one of these agencies to check the information that they are holding on you.
Complaints
- How do I make a complaint?
Apex Credit Management has a reputation for providing excellent customer service and it’s a reputation that we work hard to maintain. But we also recognise that sometimes things can go wrong. In the event that we have made a mistake, or we could have done something better, we will do our best to put this right for you.
How to complain:
- By telephone - 01789 775 740 from 08.00 - 17.00 (Monday to Friday)
- By letter - Complaints Manager, Apex Credit Management, Apex House, 27 Arden Street, Stratford upon Avon, Warwickshire, CV37 6NW
How the complaint process works:
- If any issues arise in the course of your dealings with us, please talk to us and let us know what your concerns are. It is highly likely that the situation can be resolved quickly by a Team Manager or Department Manager, therefore please speak to them early on so that any issues can be dealt with as soon as possible.
- If we are unable to resolve your concerns in the first instance, then the matter will be referred to the Customer Assurance department, who will contact you promptly in writing to acknowledge receipt of your complaint. If you have any documentation that could assist us with our enquiries, please forward this as soon as possible, so that we can resolve your complaint more quickly.
- We have 8 weeks in which to resolve your complaint in accordance with regulatory requirements. However, we will endeavour to conclude our investigations and send you our final response by week 4. If we are unable to do so, for example if we are awaiting information, we will send you a letter updating you with our progress. In any case, we will issue our final response by week 8.
- Who else can I complain to?
If, after a final response from Apex, you do not feel that your complaint has been dealt with satisfactorily, then you may contact the following organisations:
Credit Services Association (CSA)
This is an industry trade body which operates a Code of Practice. Apex is a member of the CSA and is required to abide by the CSA's Code of Practice. You can contact the CSA in relation to your complaint by writing to them at:Credit Services Association
Wingrove House
2nd Floor
Ponteland Road
Newcastle Upon Tyne NE5 3AJTelephone: 0191 286 5656
This is an independent and impartial dispute resolution organisation. Please note that the Financial Ombudsman Service will only consider your complaint if you have tried to resolve it with us first. You can contact them by writing to:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SRTelephone: 0300 1239 123
- I've been unfairly treated by Apex Credit Management. What can I do?
Apex Credit Management respects and adheres to the Debt Collection guidelines issued by the Office of Fair Trading (OFT). It is not our intention to cause you stress and anxiety. However, your financial problems need to be addressed and this can only be done in consultation with you. If you would like to understand more about the OFT’s guidance, please visit their website www.oft.gov.uk. Alternatively, if you are still dissatisfied and wish to raise your concerns with us, please download our 'Resolving your complaint with us' leaflet for further information on our complaints process.
Debt Sale
- Why has my account been sold?
Your lender has taken a commercial decision to sell selected paying / non-paying accounts in line with its own business circumstances.
- How do I know if you really do own my debt?
If Apex has purchased your debt, then we will have sent you an introductory letter, which is the notice of assignment confirming the sale from your original lender. It is important that you keep these documents.
In addition this debt will continue to be reported with the Credit Reference Bureaux under Apex's name.