Arrow Global Debt Accounts: Capquest, Payments and Your Rights

Dealing with unplanned debt can be tough, especially when you receive a sudden letter from a debt collector like Arrow Global. If you’re wondering about the debt, whether you should pay it, or if it’s real, don’t worry. We’re here to help.

A debt letter can be worrying. Keep the correspondence, check the creditor and balance, and note any response deadline. Free independent debt advice is available.

In this article, we’ll explore:

•  Who Arrow Global Debt Collection is and why they might be on your credit report.
•  How to respond to Arrow Global Debt letters.
•  What to do if Arrow Global proves your debt or takes you to court.
•  Possible ways to write off some Arrow Global debt.
• Debt solutions you can use, such as Individual Voluntary Arrangement (IVA), Trust Deed, Debt Relief Order (DRO), Debt Management Plan (DMP), Bankruptcy, and Sequestration.

With our expertise, we hope to bring clarity to your situation and help you make informed decisions. We’ve walked many others through similar situations, and we’re ready to do the same for you.

Who Are They?

Arrow Global states that all of its UK customer accounts have been administered by Capquest since 31 May 2023. Capquest is now part of Intrum Group. Many accounts changed owner in that transaction, so check the creditor named in your current account correspondence.

An arrangement with a collection firm is not independent debt advice. Compare affordable repayment options with a free debt adviser.

Why are they on my credit report?

Check who currently owns the account and whether the firm is collecting for that creditor or has bought the debt. A collection letter alone does not establish liability, and a transfer does not automatically change the amount legally due. Check the notice of assignment and dispute any inaccurate credit-file entry. See related guidance.

How should I reply to the letters?

For an account historically associated with Arrow Global, Arrow directs UK account queries to Capquest. Independently verify the contact route before supplying personal information.

If you dispute the debt, explain why and request an itemised balance and evidence of liability. For recovery covered by FCA consumer-credit rules, a valid or potentially valid dispute must be investigated and recovery paused. A generic proof request does not cancel a debt, override an existing judgment or extend a court deadline.

Many ordinary unsecured debts have a six-year limitation period in England and Wales or a five-year prescription period in Scotland. The start date, debt type, relevant payments or acknowledgments and court action matter. Ask an adviser to check before paying or admitting liability, and respond to court papers on time. A proof request or statute-barred letter should accurately explain your position; neither automatically disposes of a court claim. See related guidance.

UK Personal Debt 2021 Update:
As of April 2021, the total unsecured debt per Adult in the UK was £3,674.

(Source: The Money Charity)

If you dispute the debt, explain why and ask for an itemised balance and evidence that you are liable. For recovery covered by FCA consumer-credit rules, a valid or potentially valid dispute must be investigated and recovery paused. A generic proof request does not cancel a debt, override an existing court order or extend a court deadline.

» TAKE ACTION NOW: Fill out the short debt form

What Should I Do If My Debt Was Proven?

Check the account and independently verify the payment destination first. If the debt is enforceable and affordable after essential costs and priority debts, consider payment or an agreed plan. Do not borrow further or miss essential bills simply to meet a collection demand.

The creditor, or solicitors acting for it, may bring a court claim if entitled to do so. Only the court can issue a judgment. A claim form is not a CCJ: respond within its deadline, as judgment can be entered in default without a hearing. Evidence of a balance does not guarantee that a creditor will win every case. See related guidance.

Check whether the evidence supports the claimed balance, identity and entitlement to collect. Ask an adviser about any genuine defence or discrepancy.

Being up to date on your rights as a debtor is also a good idea.

A forum account cannot establish whether another person’s debt was enforceable. Assess your own documents and deadlines. See related guidance.

Here’s a quick table summarizing debt collectors’ rights to help you have an edge over the situation.

Debt collectors may	Limits and protections
Contact you to seek payment	For regulated consumer credit, contact must be at reasonable times and respect reasonable requests about when, where and how you are contacted.
Ask to discuss the debt at a home visit	A collector has no bailiff powers, cannot force entry or take goods, and should leave when asked.
Explain possible court action	They must not mislead you about their powers or threaten action they cannot lawfully take.
Discuss an affordable repayment or settlement	Get agreed terms in writing and obtain free advice if you dispute the debt or cannot afford payments.
A creditor may seek a separate court enforcement order	A CCJ alone does not give a collector access to your bank account. A third-party debt order requires a separate court process.
A creditor may assign a debt	Check who owns it and who is authorised to collect; do not disclose payment details to an unverified caller.
Make proportionate follow-up contact	Harassment is prohibited. Requests about contact must be considered; necessary legal notices may still be sent.

They Are Taking Me to Court – What Do I Do?

The creditor, or solicitors acting for it, may bring a court claim if entitled to do so. Only the court can issue a judgment. A claim form is not a CCJ: respond within its deadline, as judgment can be entered in default without a hearing.

In England and Wales, a CCJ paid in full within one calendar month can normally be removed from the register and credit files. If you cannot afford payment or dispute the judgment, obtain urgent advice about the appropriate court application.

A CCJ paid later is normally marked satisfied but remains for six years from judgment. A judgment set aside by the court can be removed. The end of its credit-file entry does not itself cancel the debt.

Can I Use a Debt Solution?

If you are struggling with your debts, a debt solution can help you get back in control of your finances. There are lots of debt relief options in the UK so take the time to make sure you find the best solution for you.

Individual Voluntary Arrangement (IVA)

An IVA is a formal insolvency arrangement with creditors. It can include agreed payments or other contributions and binds creditors covered by the arrangement once approved. Fees, effects on assets and credit, and the risk of failure need to be considered with an authorised insolvency practitioner. An IVA can write off the unpaid balance of included debts on successful completion, subject to its terms. Excluded debts remain payable, and failure can leave you liable for remaining debt and further action.

The insolvency practitioner manages an approved IVA. Covered creditors are restricted from pursuing included debts outside it, but required notices and other permitted correspondence may continue.

An IVA does not discharge every debt or remove secured creditors’ rights without the necessary agreement. Criminal fines, maintenance and student loans generally need separate attention; ask the practitioner which debts are covered.

There is no universal statutory requirement to owe several thousand pounds or have more than one creditor. Suitability depends on the debts, available income or assets, alternatives and the provider’s criteria.

Trust Deed

Scotland has different debt remedies, including protected trust deeds, the Debt Arrangement Scheme and bankruptcy. A trust deed is one option, not a compulsory replacement for an IVA; ask a Scottish debt adviser which options fit your situation. See related guidance.

Protected trust deeds and IVAs have different legal rules, eligibility, fees and asset risks. Do not choose one using a simple residence or debt-size comparison.

A protected trust deed is a formal Scottish insolvency arrangement with conditions, costs and risks to assets and credit. Protection and discharge depend on its status and successful completion; it does not automatically cover every debt or prevent every type of contact.

Debt Relief Order (DRO)

In England and Wales, a Debt Relief Order may be available if qualifying debts are no more than £50,000, spare monthly income is no more than £75, assets are no more than £2,000 and any qualifying vehicle is worth no more than £4,000. Other conditions apply, including not owning your home. An approved adviser must assess eligibility. See Debt Relief Order guide.

During the usual 12-month DRO period, recovery of listed qualifying debts is restricted and you generally do not pay those debts. Ongoing bills and excluded debts still need attention. Creditors may send statements and other permitted correspondence. Included debts are normally discharged at the end of the DRO period if the order remains in force. Changes in circumstances must be reported and can affect the order; excluded debts are not written off.

DRO rules in Northern Ireland are separate from England and Wales. Scotland uses different debt remedies. Ask a local adviser to apply the correct rules for where you live.

Debt Management Plan (DMP)

A Debt Management Plan is an informal arrangement for suitable unsecured debts. It does not automatically freeze interest, prevent court action or cover priority debts, and reduced payments can harm your credit record. Free providers are available; affordability and suitability should be checked before starting. See related guidance.

Interest concessions and repayment terms need creditor agreement. A DMP does not legally bind creditors or write off the balance automatically.

Bankruptcy

Bankruptcy is a formal insolvency option with eligibility rules and serious consequences for assets, housing, credit and sometimes employment. It does not cover every debt. Get independent advice on all available options before applying.

While there are some negative attitudes towards bankruptcy, it can be the best option for some people.

Keep in mind that bankruptcy is a serious financial situation and should not be taken lightly. However, at the end of the process, many of your debts may be written off. This allows many people to financially go back to square one for a fresh start.

Sequestration

Sequestration is the Scottish version of bankruptcy.

Scotland’s Minimal Asset Process is a form of bankruptcy for people meeting specific debt, income and asset conditions. It has consequences for credit and finances and should be assessed with an approved money adviser. See related guidance.

With so many options available, it is a good idea to get some advice. There are several charities and organisations in the UK that offer specialist advice and can walk you through different debt options.

What Can the FCA Do?

FCA rules apply to relevant regulated financial activities. Check the actual creditor and collection firm on the Financial Services Register; not every debt or complaint falls within FCA or Ombudsman scope. See related guidance.

For an eligible financial-services complaint, first complain to the firm. You can normally refer it to the Financial Ombudsman Service after a final response or eight weeks without one, usually within six months of the final response. The FCA does not decide individual debt disputes, and not every creditor or type of complaint falls within the Ombudsman’s jurisdiction. See FCA handbook information, related guidance.

Complain to the business first. If the activity falls within the Financial Ombudsman Service’s remit, you can normally escalate after a final response or eight weeks without one, usually within six months of the final response. The Ombudsman can require redress, such as compensation or correcting records; it does not fine firms or remove their authorisation.

Contact Details for Historical Arrow Global UK Accounts

Account enquiries	Arrow directs UK customer account queries to Capquest. Use the current contact details on Capquest’s official website.
Current account administrator	Capquest, part of Intrum Group.
Post	Capquest, Capella Building, 60 York Street, Glasgow, G2 8JX.
Arrow customer information	Arrow’s UK customer information page explains the Capquest account-contact route. See Arrow UK customer information.
Account queries and complaints	[email protected] See Capquest customer queries.

Other Debt Collectors 

You should check for more outstanding debts that you may have with other companies or debt collectors. Here are four steps you could take: 

1. Check your credit report for other defaults 
2. Check your email and post for reminders or overdue notices
3. Check the court records for CCJs against you
4. Check your bank statements for the names of other debt collectors 

There are hundreds of debt collectors in the UK and each works with different companies to collect debts.

Some debt collection businesses act for creditors; others purchase debts. Check the letter and ask who owns the debt and how the balance was calculated.

If you see a name on your bank statement that you don’t recognise then you can search MoneyNerd to see if they’re a debt collector. 

References

1. InDebted, Debt Collectors Survey
2. StepChange, Scotland in the Red

CONC 7.3 Treatment of customers in default or arrears (including repossessions): lenders, owners and debt collectors

CONC 7.9 Contact with customers