FAQ’s – for Customers

You are being contacted because your account has been placed with us for recovery. This means the original lender has authorised us to recover a vehicle on their behalf.

We work directly with lenders, banks, finance companies, leasing companies, vehicle rentals, Government Agencies, liquidators, insolvency practitioners and auction houses.

You have the right to request verification of the instruction. Simply contact us, and we will provide you with details about the instruction, the options available and the amount outstanding. Alternatively, you can contact your lender who will also confirm our involvement.

Yes. We are fully FCA authorised. We are certified to ISO 9001:2015 and ISO/IEC 27001:2022. We are also members of the Finance and Leasing Association.

We do not accept any payments at Swift, this includes, cash, debit cards or bank transfers. All payments are to be made directly to the lender. We do however want to assist, so please contact us and we will provide you with direct contact information for your lender. Alternatively, call your lender direct to explore payment arrangement options.

Yes, if you contact us or your lender, you can arrange to retrieve your personal possessions from the vehicle through a pre-arranged appointment from the remarketing site.

It is crucial to respond promptly to our communication, if you do not respond your lender may take further legal action to recover the outstanding debt. It’s always best to contact us to discuss your options. We are here to help.

We understand that situations change. Please contact us — we can discuss the options available and put you directly in touch with your lender who will assess your current situation.

Impartial Debt Advice is available through the following trusted providers.  Please feel free to contact any of them directly for support.

Citizens Advice – Contact us – Citizens Advice
Stepchange – Free Debt Helpline & Online Advice. Contact StepChange
National Debtline – Money Worries – Get Help with Money Problems Today | National Debtline
Christians Against Poverty – Get help near you | CAP UK

Yes. We take your privacy very seriously and are certified to ISO/IEC 27001:2022. Your information is used solely for the purpose of resolving your account.

We are committed to providing a high-quality service to all our customers. However, we recognise that sometimes issues may arise.  When this happens, we encourage you to contact us. If you have a complaint, please contact us by phone, email or letter. We will acknowledge your complaint and aim to resolve it as quickly as possible.

If you are dissatisfied with our response to your complaint, you may contact the Financial Ombudsman (FOS) to consider your complaint.  Complaints referred to the FOS must be within 6 months of our final response to you.

The Financial Ombudsman Service can be contacted by telephone on 0800 023 4567 or complaint.info@financial-ombudsman.org.uk

You can access our Complaints Management Process by clicking here.