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Frequently asked questions
- What if I don't think I can pay my balance?
Many of our customers are not in a position to pay their accounts in full at this time. However, we believe it is important that you still contact us so we can understand your current situation and we can offer our support in finding the right solution for you or alternatively we can suggest free money advice companies to assist you.
- How does being in financial difficulties affect my ability to borrow in the future?
Financial difficulty can have consequences for future borrowing however, payments towards the account will have a positive effect. Information about your financial transactions will typically be stored and shared by the Credit Reference Agencies, who keep your credit record updated. This information is then provided to financial service organisations and retailers who use the information to make decisions on further lending. Being in debt can affect your credit record; which means not paying your account/s may lead to a negative effect on your credit record, meaning lenders may decide not to provide further borrowing for things such as; credit cards, mortgages and phone contracts.
We appreciate that it may not be possible to clear your balance in full straight away; however we have a tailored approach to assist you in the repayment of your account, which can in turn lead to your credit record being
- 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?
- 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 Support For You 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.
- I want to clear my balance in full. How can I pay?
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
- 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 Credit Management Limited, Buckingham Road, Brackley, Northamptonshire, NN13 7DN.
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.
You should note if you don't have enough funds in your account to cover the Direct Debit payment, your bank or building society can refuse to make the payment, and they may charge you up to £25.
- 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.
- How can I make a payment?
We have various methods of payments tailored to suit your needs. For more information click here http://myapex.apexcm.co.uk/make-a-payment
- Can I get a discount off my balance?
Apex Credit Management will work with you to find the most suitable repayment option for you. If you have funds available to clear part of your balance we can look into applying a discount. There are many factors we have to take into consideration, and not all accounts are eligible, however we are happy to discuss this option with you.
- What is a Credit Reference Agency
“In the UK there are three main credit reference agencies – Callcredit, Equifax and Experian. They work with building societies, banks, mobile phone companies and other major retailers to help them make a quick and accurate decision about whether the person applying for credit is likely to pay it back” This is facilitated by the historical information that the Credit Reference Agencies retain about a customer.
“Credit reference agencies exist because lenders need an accurate way to judge people’s creditworthiness” Call credit
- Why and how is my Credit Record updated?
Historically credit reference agencies, banks and other lenders had to find their own ways to filter out unsuitable borrowers, which often led them to make wrong decision – denying reliable people credit and lending to those who could not repay.
Nowadays the UK has one of the most sophisticated and efficient credit referencing systems in the world. In fact, it is regularly rated number one in the world by the World Bank.
Since our system is so well-developed, UK lenders are more likely to make the right decisions” Call Credit
Your Credit Record is updated by information provided to the Credit Reference Agencies, by lenders. Lenders will provide information about payments made and payments missed. Lenders can vary however, after a length of time of missed payments lenders may update your credit record to show a “default” against your account, when you fall behind with your contractual repayments.
Lenders may also decide after a “default” has been registered to obtain a County Court Judgement (CCJ), which may also be reported on your credit record by the Court in association with your account.
Apex Credit Management works closely with your Creditor and/or 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 repay an account with us, should you require documentation to update your credit file we will provide you with the a letter confirming payment of the account so that you can arrange for your credit file to be updated
- How do I view my credit record?
You can check your credit record with any of the Credit Reference Agencies. A fee may apply to obtain this information. Please visit our Support For You page for more details.
- Why is it important to clear my credit rating?
A poor credit rating may make it difficult for you to obtain further credit, depending on the type of credit you apply for and your personal credit file.
Your credit file indicates to a new lender from mortgage applications through to mobile phones your previous ability to manage financial commitments. This is likely to be considered in any further applictions for financial borrowing.
- 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.
- What happens to my Credit Record when I pay the balance in full?
Your account will be marked as paid and returned back to our client, who will update their records accordingly and, if the account is showing on your credit file, they will inform the Credit Reference Agencies that you have paid the balance in full.
- What happens to my Credit Record when I pay my account with a discount/settlement?
Your account at Apex will be closed and returned back to our client, who will update their records accordingly and, if the account is showing on your credit file, they will inform the Credit Reference Agencies that you have settled your account and request that it is marked as Partially Satisfied.
Not Your Debt?
- 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
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 0345 849 8889 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
2 Esh Plaza
Sir Bobby Robson Way
+44 (0)191 217 0775
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 0303 123 1113 or write to:
The Information Commissioner's Office
Wycliffe House, Water Lane
- 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.
How is Apex regulated?
- Who are our regulators?
Cabot Credit Management Group Limited (CCM Group), a company registered in England and Wales with Company No. 4934534, is authorised and regulated by the Financial Conduct Authority (FCA) with firm reference number 677910. As a result it has all the relevant regulatory and statutory permissions in order for its purchasing companies to acquire debt and to appoint representatives, operational companies to recover and/or administer debts on their behalf.
Purchasing companies are exempt from being authorised by the FCA as they only own the debt, engaging CCM Group to recover and/or administer the debts on their behalf.
The UK purchasing companies in the CCM Group in the United Kingdom are Cabot Financial (UK) Limited, Marlin Capital Europe Limited, MCE Portfolio Limited, MFS Portfolio Limited, Marlin Europe I Limited, Marlin Europe II Limited, ME III Limited, ME IV Limited, Marlin Europe V Limited, Marlin Europe VI Limited, Cabot Financial Portfolios Limited.
Operational companies are permitted to carry out debt recovery and/or administration activities as a result of the CCM Group being authorised to appoint them as representatives by the FCA.
The operational companies which are appointed representatives of the CCM Group are Cabot Financial (Europe) Limited and Cabot Financial (Marlin) Limited.
CCM Group and Apex Credit Management Ltd are also registered with the Information Commissioner’s Office for data protection and security purposes under registration ZA144215 and Z4811295 respectively.
The Credit Services Association is our main trade body in the United Kingdom it operates a Code of Practice which is the benchmark for best practice, assuring quality and professionalism in our industry.
We take great pride in having been the main contributor to the Code and take compliance with the Code extremely seriously. This is evidenced by our accreditation as a company and achieved through our individuals passing the high thresholds of the Collectors Accreditation Initiative (CAI). The CAI is the benchmark for individuals’ knowledge of our industry standards and compliance.
- What is an appointed representative?
An appointed representative is a firm or a person who are permitted to carry out certain regulated activities as a result of a company being authorised to appoint them as representatives by the FCA.
The firm that is authorised is known as a ‘principal’ regulated firm and takes full responsibility for the activities of the appointed representative.
Cabot Credit Management Group Limited is a principal regulated firm and with the permission of the FCA, has appointed its operational company Apex Credit Management Limited as appointed representatives to perform debt recovery and/or debt administration activities on its behalf.
- Who has oversight of our activities as an appointed representative?
Cabot Credit Management Group Limited has full regulatory responsibility and oversight for its appointed representative’s actions.
Cabot Credit Management Group Limited performs compliance monitoring and independent audits to ensure we are compliant with the regulatory framework in which we are required to operate.
- Why does the FCA website say your permissions have lapsed? Doesn’t this mean you aren’t authorised?
The FCA register shows Apex Credit Management Limited's permission as lapsed because with the permission of the FCA, it has been made an appointed representative of Cabot Credit Management Group Limited.
Cabot Credit Management Group Limited is a principal regulated firm and with the permission of the FCA has appointed its operational company Apex Credit Management Limited as an appointed representative to perform debt recovery and/or debt administration activities on its behalf.
- How do I update my contact details?
You can update your contact details by calling one of our customer advisors on 0345 849 8889 or by emailing us at email@example.com and one of our customer advisors will assist you.
- How do you use my personal details?
Disputes and Complaints
- 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.
- This isn't my debt. What should I do?
- 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 - 0345 849 8966 from 08.00 - 17.00 (Monday to Friday)
- By letter - Complaints Manager, Apex Credit Management Limited, Buckingham Road, Brackley, Northamptonshire, NN13 7DN
- By email - firstname.lastname@example.org
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:
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
2 Esh Plaza
Sir Bobby Robson Way
Telephone: +44 (0)191 217 0775
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:
The Financial Ombudsman Service
London E14 9SR
Telephone: 0300 1239 123
- I've been unfairly treated by Apex Credit Management. What can I do?
Apex Credit Management respects and adheres to the Consumer Credit Sourcebook issued by the Financial Conduct Authority (FCA). 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 FCA’s Consumer Credit Sourcebook, please visit their website www.fca.org.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.
- 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 0345 849 8889. If an error has been made, then we will assist you in resolving this.
- 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.