Are CapQuest Debt Collectors sending you letters?
CapQuest Debt Collectors are known for never giving up when they’re chasing debt, that’s why you’ve probably got loads of letters and the phone is ringing off the hook! In this guide, I’ll show you step by step how to deal with CapQuest debt collectors, how to avoid being taken to court and even how to write off your debt!
Who are CapQuest Debt Collectors?
Capquest Debt Recovery Limited are a UK based private limited company located in the Manchester area. They have been operating since 1999. Control of the Capquest company was taken over by Arrow Global Limited in 2014. Arrow Global are a UK based private limited company located in the Manchester area and have been operating since 2005. Capquest focus on debt collection in the south east England whilst Arrow Global focus on debt collection in the north west of England. Being part of Arrow Global, Capquest Debt Recovery are in the same group as Drydensfairfax debt collection services.
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Why you are being contacted by CapQuest Debt Collectors?
Make no mistake – the debt collection business is huge. Debt collectors like CapQuest Debt Collectors come in several forms…
Many debt collection agencies are independent businesses; some may also be a business arm of a creditor such as a credit card company (sometimes hiding their real identity – see below); there are even individual sole trader debt collectors.
The business model of these agencies relies on purchasing debt at a fraction of its face value, possibly for as little as 20% of the face value, and making a profit by collecting the debt at (or close to) its full value. There are few morals involved; as far as they are concerned it is you who ran up the debt and you who is responsible for repaying it. They care nothing about you and your personal circumstances. Simply put, they tend not to be nice people. The Office for Fair Trading (OFT, 2010) acknowledged that such poor practices “appear to be widespread”.
Are CapQuest Debt Collectors legit?
Capquest operate out of offices in Farnborough and Glasgow. The main focus of their debt collection services is to acquire and chase debts from credit card companies, major banks and high street lenders. They claim to have millions of customers in the UK. The company is authorised and regulated by the Financial Conduct Authority and is a member of the Credit Services Association. Capquest have a turnover of around £18 million per annum and are a profitable company.
Check if you really owe the money
Are you sure you really owe the money? The first thing to establish is where the debt started and how much you really owe. It is quite likely that the original debt, if there was one, has been inflated by various charges and interest. It could be substantially more than you believe you owe.
You should write to CapQuest Debt Collectors and demand a copy of your original credit agreement. If they are unable to provide this you have no obligation to make any payment to them. You may even be able to get a refund.
Follow my ‘prove it’ guide with letter templates and get them to prove that you owe the money.
Can pay but won’t pay?
If you really do owe the money, then the road of least resistance is to repay the debt if you are able to do so, but if you can’t afford to repay it, or if doing so would prevent you from servicing more important credit such as your rent or mortgage, then try to make some arrangement with CapQuest Debt Collectors, perhaps offer them a temporary repayment plan.
How debt collectors can ruin your life
It isn’t unusual for debt collectors to employ questionable tactics that may or may not fall foul of the law. This might include pressuring and bullying threats, frequent phone calls sometimes made to your workplace and empty threats.
It can prove almost impossible to get the debt collectors called off. Victims say they have suffered sleepless nights and been afraid to open their doors in case bailiffs turn up.
Being pursued by CapQuest Debt Collectors could have a devastating effect on your life, leading to emotional distress, mental illness, and even suicide. According to the debt support trust, almost half of people who struggle with debt at some point consider suicide, and it was recently reported that a coroner raised concerns over debt-collection agency’s practices following the suicide of a debt-ridden courier. In their report into mental health and the credit industry (Walker et al, 2012) researchers from Brighton University concluded: “Debt clients frequently feel humiliated, disconnected and entrapped, with the process of debt collection having a clear impact on people’s mental health”. They called upon the government to tackle the problem of irresponsible lending and intimidating collection tactics.
CapQuest Debt Collectors and the law
The Office for Fair Trading (OFT, 2012) has published a set of guidelines for the debt collection business. To summarise these, CapQuest Debt Collectors should:
- Treat debtors fairly and not use aggressive practices, coercion, deceit, or be oppressive, unfair, or improper
- Be transparent and provide clear information that is not confusing or misleading
- Be considerate towards debtors experiencing difficulty
- Act proportionately taking into account debtors’ circumstances.
If you are being intimidated by CapQuest Debt Collectors who are not abiding by these guidelines, then you have a good case for reporting them to the OFT which has the power to remove their license.
Complaints about the tactics used by debt collection agencies and bailiffs themselves soared 77 per cent from 864 to 1,529.
To make a complaint about CapQuest Debt Collectors, you can use this online complaint form.
Some debt collectors pretend to be an external agency when in fact they are a business arm of the company you owe money. That is a clear case of deceit, though they are likely to claim that this information appears in the small print.
Understanding how CapQuest Debt Collectors operates
Understanding how debt collection agencies operate can help you defend yourself against them.
They are on a bonus
The CapQuest Debt Collectors agents who phone you are likely highly incentivised and are expected to collect a specified minimum amount of money per hour. Usually, there are daily and monthly bonuses and each collection they make contribute to that bonus. Hence, they will do what they can to collect some money rather than record a “No Payment” call, including making intimidating and threatening behaviour.
The lesson here is if you are able to be strong and stand up to threats from CapQuest Debt Collectors, knowing that their threats are empty, you can to some extent turn the tables. Keep them talking but just don’t pay. You will still owe the money, but at least you won’t have to pay that day.
Automated call technology
You might be tempted to simply not answer calls from CapQuest Debt Collectors, but when this happens agencies often employ automated call technology that will attempt to phone you say every half hour until you do eventually answer. Sometimes if you do pick up the call is silent; the calls are simply being made to intimidate you.
If this happens to you make a note the frequency of the calls. Such behaviour on the part of the debt collectors is in clear breach of the OFT guidelines. Tell the agent that you will be reporting them to the Financial Ombudsman.
The best way to contact the Financial Ombudsman is by phone on 0800 023 4567 or 0300 123 9123
Bad cop, good cop
Bad cop, good cop is a tactic frequently employed, and often is highly effective. When subject to such an approach you are likely to be subject to relentless calls some of which are abusive and harassing, but with the occasional polite and friendly enquiry. This change in attitude can happen in a single phone call where the agent starts off politely but should you fail to make a payment their behaviour becomes abusive. Nor is it just relentless phone calls. Frequent threatening and sometimes sinister letters are another common practice. The total process is designed to eventually wear you down, to break your will so that eventually you will make a payment.
It is difficult to stand up to such behaviour, which is exactly why they use it. But again, you should try to stay strong if you possibly can.
Embarrassing you by talking to third parties
If someone apart from you answers the call then agents frequently attempt to embarrass you by discussing your debt and financial problems with whoever answers the call. This could be a family member at your home, or it could be someone at your workplace. This is certainly illegal behaviour and breaches not only OFT guidelines, but also other privacy laws.
Again, such behaviour should be reported to the Financial Ombudsman on 0800 023 4567 or 0300 123 9123
Deceit and lies
If everything else fails some debt collectors feel they are immune from the law and will apply some very nasty forms of leverage. They might pretend to be calling from the court, that they are a bailiff and will be visiting your home to remove your possessions, possibly even threatening you with criminal prosecution.
Never give them permission to visit you and if they do then never let them into your home and if you feel physically threatened then don’t hesitate to call the police.
Don’t let them wear you down
As we have seen, debt collectors such as CapQuest Debt Collectors are relentless and their behaviour could be responsible for mental ill-health and even suicide. Standing up to CapQuest Debt Collectors requires a degree of strength and courage few people possess. But there is help out there. Ultimately you need to get out of debt, but you need to do so in a controlled manner that will minimise your pain and distress. Ultimately all debt problems are solvable.
Getting help with debt
There are various kinds of help with debt available: there are not-for-profit agencies who exist to provide one-to-one help for you, and there are commercial debt management companies whose aim is to make money out of you. The former should be your first port of call. Some of the important agencies include:
- Citizens Advice Bureau (CAB) provides extensive help with debt and should help you stop debt collectors contacting you if you are able to show you are seeking help and are trying to repay your debts.
- Christians Against Poverty (CAP) provide free debt help.
- StepChange provides free online debt advice helping people take charge of their debt.
Writing off your debt entirely
It is possible to write off your debt entirely through an Individual Voluntary Arrangement (IVA). This is a formal agreement to pay the debt collectors an amount you can afford as a one-off sum or as monthly payments and the rest of the debt will be written off after a defined period, usually five years. This must be carried out by an insolvency practitioner.
You only qualify for the government IVA scheme if your debts are over £1,200 and you have more than one debt. Fill out a 30 second form to see if you qualify using my 5 question virtual assessment.
What the reviews say about CapQuest Debt Collectors?
Capquest have a very negative reputation online with complaints predominately referring to the company chasing statute barred debts and undocumented debts. There are also a number of complaints about inappropriate use and disclosure of personal information to third parties and allegations that they breach the Data Protection Act. However, given that reviews are more likely to be posted by aggrieved customers than satisfied customers, the allegations need to be carefully weighed up in the context of the business.
Despite warnings from professional bodies, government guidelines, and other measures the behaviour of many debt collecting agencies is atrocious, leading vulnerable debtors into mental illness and even suicide. However, it is possible to fight back, especially with some help from the agencies mentioned in this article. While it’s not as simple as just refusing to pay, you can reduce the amount you must repay and spread your repayments over a period you are comfortable with. Certainly, you can stop their bullying and by reporting them to the Financial Ombudsman they may even lose their licence.
CapQuest Debt Recovery Contact Details:
Company Name: Capquest Debt Recovery Limited
Other Names: Capquest Group, Arrow Global Group
Farnborough Business Park
Phone: 0333 999 7200
Fax: 0333 999 7299
Numbers Capquest call from:
Capquest is a trading name used by two companies, Capquest Debt Collection Limited and Capquest Investments Limited. Arrow Global Group Limited administers Capquest Invements Limited accounts. All three companies are part of the Arrow Global Group.
Capquest Debt Collection Limited is regulated by the Financial Conduct Authority and its registration number is 721513.Arrow Global Group Limited is regulated by the Financial Conduct Authority and its registration number is 718754.
Capquest is not one of the 11 debt collection agencies used by HMRC as of 2020. If you are contacted by Capquest about money that you allegedly owe to HMRC you should speak to HMRC about the debt.
Capquest collects debts on behalf of other organisations, but it also buys debts via Capquest Investments Limited and then attempts to collect those debts via Arrow Global Group Limited.
If you ignore debt collectors at first they may send doorstep collectors. Secondly, they may apply for a County Court Judgement, which if successful would force you to pay and would show on your credit report.
Capquest can take you to court in order to claim the money owed. If you have been taken to court you will have received a County Court Judgement letter.
You cannot go to jail for debts owed to debt collection agencies.
If you ignore a CCJ you won’t get sent to prison, however, bailiffs may be sent to your house to collect items equal to the value of the money that owe.
Capquest cannot issue an arrest warrant or have you sent to prison. At most they can request a CCJ and if successful send bailiffs to your property to recover items to cover the debt owed.
Capquest are not bailiffs. They could, however, request a County Court Judgement which means that the courts could send bailiffs. You would have received a lot of warning letters if this was going to happen.
Capquest have been known to send people to your house, however, they have no legal powers so you can ignore them or tell them to go away. If you have received a County Court Judgement then the courts could instruct bailiffs to come to your house.
Capquest cannot force entry, they have no legal powers over you. However, if you have received a County Court Judgement then the courts could instruct bailiffs to come to your house.
Capquest won’t give up chasing you for the debt until they’ve exhausted all of their legal options. This usually means being chased for up to 6 years.
A debt can be too old to collect from you. Under the Limitation Act 1980 they have a maximum of 6 years to chase a debt. This 6 years is counted from your last payment or the last time that you acknowledged the debt.
As per the Limitation action 1980, you can be legally chased for up to 6 years from your last payment or the last time that you acknowledged the debt. If a County Court Judgment is raised against you the Limitation Act no longer applies and you can be chased indefinitely.
Debts collectors are only likely to write off your debt if they are no longer legally allowed to chase you. This is typically six years since you last made a payment or last acknowledged the debt.
Capquest can be contacted by phone but the phone number is not a freephone number. You can, however, request a callback. Capquest can also be contacted via email, although there is no live chat facility on their website.
The easiest way to pay Capquest is online via a credit or debit card. You can also pay by phone or set up a payment plan. Internet banking and standing orders are also an option, or you can post a cheque.