The Debt Collection Process
Debt Support
FAQ’s

The Debt Collection Process: What to expect

The debt collection process can be confusing and very concerning for many people. Barratt Smith Brown have therefore created a guide to explain how debt collection works. This guide highlights the key stages in the process and how you can work with us and external debt support organisations to get control of your finances.

Step 1: Debt Collection Agency is Appointed

Details of your overdue account is passed to us by another organisation who you have a debt with.

As we specialise in debt recovery, they have asked us to make contact with you and discuss repayment of the debt on their behalf.

This means if you contact the original company with whom you have the debt, they will now ask you to speak to us about the outstanding balance on the account.

Step 2: We attempt to contact you

We will now need to make contact with you to discuss the best way for you to settle your outstanding debt.

When you receive a letter or email from us regarding your debt it will state who has passed the account to us in the “working on behalf” section.

You can call, write or email us regarding your debt at the below contact details:

Collections Team

Barratt Smith Brown
Best House
Enderby Road
Leicester
LE8 6EP

We are open from Monday to Friday from 9am – 5.30pm

If you contact us, it allows you to take control of the situation and put together a plan to reduce your debt burden.

Step 3: If contact is made

Once we get in contact with you, we will ask some simple security questions to ensure we are talking to the right person. These will be simple questions such as your name, date of birth or postcode so we can check they match the details we have for your account.

When we have confirmed we are speaking with the account holder, we will discuss the situation, including what money is owed, and ask what your intention with the debt is.

If you have the money available, the best step now is for you to settle the debt. This will stop any future debt collection activity and ensure the debt does not affect your credit rating.

Payment can be made by debit or credit card, bank transfer or by cheque.

If you are unable to pay the entire sum immediately, it is still best to get in touch. We might be able to offer flexible repayment plans or will point you in the direction of someone who can provide impartial debt management advice.

Step 4: If contact is not made

If we don’t hear from you, we will make additional attempts to contact you in writing and by phone and email.

If you repeatedly don’t engage with us when we try to get in touch, we may pass your account to our legal department.

Step 5: The legal process

If you case is passed to our legal team, they will send you a letter to let you know if your account is with them. If you’ve received a letter from Barratt Smith Brown legal, please get in touch with them.

It is now possible your case could go to court and you could end up liable for additional legal fees which could have been avoided.

Legal proceedings are our last resort. Barratt Smith Brown would much rather work with you to help you resolve your debt position.  So please:

Get in contact

Get control

Get debt free

Debt Support

If you’re struggling with your finances or would like some help, there are several debt advice charities and organisations who provide free, confidential and independent advice.

National Debtline

National Debtline provide free, confidential and independent advice for people with debt problems.

0808 808 4000

http://www.nationaldebtline.co.uk

Business Debtline

Business Debtline provides free, impartial and confidential debt advice to small businesses and people who are self-employed.

0800 197 6026

http://www.businessdebtline.org

StepChange Debt Charity

StepChange Debt Charity provide free expert, confidential advice for people with debt problems in the UK.

0800 138 1111

http://www.stepchange.org/

Citizens Advice Bureau

Citizens Advice Bureau is a charity with bureaus nationwide. They assist people on many issues, including benefits, employment rights, debt & money, healthcare & education.

http://www.citizensadvice.org.uk

FAQ’s

Please find below answers to some questions we are frequently asked.

Has Barratt Smith Brown bought my debt?

No, Barratt Smith Brown manages recovery of debts on behalf of other companies who provide goods on credit, such as gas and electricity providers. Once the debt is paid your account will return to the original company.

Why have you contacted me and not the company to whom I own the money?

Details of your overdue account is passed to us by the company who you have a debt with.

As we specialise in debt recovery, they have asked us to make contact with you and discuss repayment of the debt on their behalf.

Why am I asked for details such as my full name and address and date of birth before you will discuss the account with me?

Under the Data Protection Act 1998, we have an obligation to protect personal data. We have to make sure we are speaking to the correct person before we can discuss an account.

How can I contact you?

You can call, write or email us regarding your debt at the below contact details:

Collections Team

Barratt Smith Brown
Best House
Enderby Road
Leicester
LE8 6EP

Our offices are open Monday to Friday from 8.30 am to 5.30 pm

I would like to pay but can’t afford to pay in full. What should I do?

If you are unable to pay the entire sum immediately, it is still best to get in touch. We might be able to offer flexible repayment plans or will point you in the direction of someone who can provide impartial debt management advice.

How can I make payment?

Payment can be made by debit or credit card, bank transfer or by cheque.

What happens if I don’t make payment?

If you repeatedly don’t engage with us when we try to get in touch, we may pass your account to our legal department. This can lead to you incurring further costs in addition to your original debt.

How will my debt being passed to you affect my credit rating?

Barratt Smith Brown is a debt recovery firm and we do not have access to amend your credit file with any credit reference agency. We pass on 100% of your payments to the company with whom you have a debt and they will update your credit file accordingly to reflect whether the debt is outstanding or cleared.

Information relating to debt stays on your credit file for 6 years from the date of the original default with the creditor. Your credit file will be used by lenders when making future lending decisions.

I don’t owe this debt. What do I do?

If you believe that you do not owe the outstanding balance, please contact us on 0116 296 1438 so we can investigate.

What can I do if I am unhappy with the service I have received from Barratt Smith Brown?

At Barratt Smith Brown we always try to find the best possible resolution for both our clients and their customers. It is important to have any issues in the quality of our customer service highlighted. Please email our customer relations team at business@thebsbco.com with your concerns or write to:

Customer Relations
Barratt Smith Brown
Best House
Enderby Road
Leicester
LE8 6EP

My bank cannot match the bank account details you have provided. I am worried this is not legitimate.

As the account you are paying is our client account, banks sometimes have difficulty reconciling them – they can therefore sometimes come up as an unmatched account. Please let us know if this happens and we will happily provide you with a letter of authority if that would make you more comfortable about making a payment. You can drop us an email to collections_team@thebsbco.com or give us a call on 0116 296 1438 and we will get this sent out asap. However, if you are still worried you are welcome to call and pay by card – which would ensure you are covered by your card companies anti-card fraud guarantees.

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