Intrum Debt Collection: Letters, Disputes and Repayment Options

Received an unexpected Intrum letter? Verify the sender and account before making a payment.

You may be confused about where this debt has come from and if you should, or indeed have to, pay it. This guide will provide clear and simple advice to help you understand your options and rights, answering common questions, such as ‘Is this a genuine debt?’ and ‘Could I write off some Intrum debt?’ 

In this article, we’ll cover:

•  Who Intrum Debt Collectors are, and why they may be contacting you.
•  Your legal rights when dealing with debt collectors.
•  How you might be able to write off some of your debt.
•  Understanding if the debt is money that you owe.
•  Where to get free advice if you’re struggling with unmanageable debt.

You can ask for written information, appropriate support and independent advice if the debt is disputed or unaffordable.

Let’s explore your options together.

Why are Intrum Justitia Debt Collectors trying to reach you?

Intrum may contact you about a purchased account or an account it services for another creditor. Check the named legal entities.

They buy debts from many other companies, so even if you’ve never heard of Intrum debt, they may have purchased your debts, and you could owe them. 

The account owner, collector and original lender can be different businesses.

Do not assume the purchase price determines the amount you owe or a settlement the creditor must accept.

Ask for account and assignment information if ownership is unclear.

For regulated-credit debts, firms must treat customers in arrears with appropriate forbearance and consideration.

Explain any error or dispute and ask the verified firm to investigate. Do not assume unfamiliar contact proves either misconduct or liability.

Is this debt money that you owe?

Do you really owe this debt, or does it belong to someone else? This is the initial point you want to establish. Debt verification is essential – you don’t want to pay a debt that you don’t necessarily have to.

Request a balance breakdown, including payments, interest and charges, rather than assuming the amount has increased correctly.

Ask for the creditor’s name, account reference, balance breakdown and evidence that you are liable. For regulated consumer credit debts, a firm must pause recovery while it investigates a dispute on valid or potentially valid grounds. A request for information does not itself cancel the debt or extend a court deadline.

You can use our free letter template to ask for evidence that you are liable for debt.

Intrum Justitia Debt Collectors and the legalities

The Financial Conduct Authority (FCA) introduced guidelines that debt collectors must now adhere to. In summary, Intrum Debt Collectors have a responsibility to:

• Ensure debtors are treated fairly and without using any aggressive practices, which may include harassment, bullying etc.
• Always be transparent about the debt and provide concise information related to it, without confusing or misleading the debtor.
• Show consideration towards debtors who are experiencing difficulty, whether it’s in relation to money or not.
• Ensure the account debtors’ circumstances are taken into account when establishing what action to take.

If you feel intimidated by Intrum Debt Collectors and they are failing to abide by these guidelines, you would have grounds for a complaint.

What Should You Check Before Paying?

Check liability, enforceability and affordability before payment. Get advice first if an old debt may be affected by limitation or prescription.

Protect essential living costs and priority debts. If proposing instalments or a reduced settlement, obtain written acceptance and clear terms before paying.

In many cases, Intrum will offer you a repayment plan first.

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.

For regulated-credit collection, appropriate forbearance must be considered. There is no universal duty to offer a fixed number of repayment plans, and a formal solution needs a separate suitability assessment.

If you are in a similar position to the person in this case study, we recommend getting some advice from a debt charity.

They will be able to offer you advice and tell you what will be best if you can’t afford Intrum’s suggested payment plans.

We go through the different debt solutions available in the UK below.

» TAKE ACTION NOW: Fill out the short debt form

How Can You make a complaint?

If you think that Intrum Justitia has been unreasonable or behaved inappropriately, you can make a complaint.

You can also make a complaint if you feel that they have broken any of the Financial Conduct Authority’s (FCA) guidelines.

Make your first complaint to Intrum Justitia so that they have the chance to sort out the issue themselves. If you feel that they have not taken your complaint seriously enough or have not addressed your issue properly, you can escalate matters.

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.

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Know Your Rights

In situations of debt, it’s always important to know your rights so you don’t get taken advantage of. There are many things that debt collectors can’t do, and being aware of them can help you have an edge over the situation.

To learn more, please check out our related article on this and take a quick look at the table below.

Intrum Debt Collectors Contact Details

References

1. Intrum: current contact details
2. Intrum: account information and support

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

CONC 7.9 Contact with customers