PO Box 123 Burton on Trent: Hoist, Robinson Way and Lowell

If you receive a debt letter bearing PO Box 123, Burton on Trent, DE14 2XE, verify the named sender and account. An address alone does not establish that a demand is genuine or that you owe it.

Older letters and discussions associate this address with Robinson Way and Hoist Finance. Lowell purchased Hoist Finance UK in 2022 and says customers are notified when accounts move to Lowell. Check the current creditor and account rather than relying on an old brand or address.

This guide will help you understand:

•  Who is behind PO Box 123 Burton on Trent DE14 2XE.
• Understand the old Robinson Way and Hoist names and check the current collector.
•  How to deal with these letters.
•  What options you have if you owe money.
•  How to get help if you are struggling with debt.

If dealing with debt is affecting your wellbeing, seek support and tell the firm about any communication or accessibility needs. A debt adviser can help you decide what to do next.

Let’s dive into the details.

How should you respond to an old Robinson Way or Hoist account?

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.

We discuss three possible responses you could use below, depending on your situation. 

Response Option #1: Statute Barred debt

A limitation defence is not the same as a voluntary write-off. The rules depend on the jurisdiction, debt and relevant events. See related guidance.

Many ordinary unsecured debts may become statute-barred after six years in England and Wales, or prescribed after five years in Scotland. The start date, debt type, payments, legally relevant acknowledgments and any court claim all matter. A creditor’s letter alone does not restart the period. Ask a debt adviser to check the facts before paying or admitting liability, and respond to any court papers on time.

For many unsecured contractual debts in England and Wales, the usual period for starting a court claim is six years from when the creditor could sue. A payment or qualifying signed written acknowledgment before expiry can restart it. A creditor’s letter alone does not restart it. Debt type, court action and jurisdiction matter; a limitation defence does not normally extinguish an England and Wales debt.

Scotland has different prescription rules: certain debts are extinguished after five years without a relevant claim or acknowledgment, subject to the applicable rules. This is not the same as the England and Wales limitation defence. Ask an adviser to check the debt type, dates and any court action.

Keep in mind that not all debts become statute-barred!

A debt with an existing judgment, council tax liability order or enforcement warrant cannot be assessed using a simple six-years-since-last-payment rule. Tax debts also have special rules. A judgment does not disappear when its six-year credit-file entry ends, although later enforcement may require court permission.

If an adviser confirms that a time-limit defence applies, the free template may help you explain it to the current creditor. It does not replace a court defence or extend a deadline. See statute-barred debt letter template.

Their advisors will be able to look at the debt in question, determine its status, and advise you on your next steps.

» TAKE ACTION NOW: Fill out the short debt form

Response Option #2: Prove the debt

If you genuinely dispute the account, balance or current creditor’s entitlement, request the relevant evidence and explain the issue.

Ask the current firm for account documents and an itemised balance. Evidence depends on the debt; a signed original agreement is not mandatory in every case.

For some regulated credit agreements, a statutory Consumer Credit Act information request may be available. Its requirements and consequences differ from a generic prove-it letter.

An unanswered evidence request does not automatically cancel a debt or court order. A set-aside application requires legal grounds and a court decision; seek advice promptly and respond to any claim within its deadline. See prove it letter template.

Response Option #3: Wrong person!

Debt collection agencies sometimes cannot trace where the debtor lives currently. They might know where they used to live, or they might know where multiple people with the same name live and are unsure who is the real debtor. This is more common when chasing older debts. 

Mistakes in tracing or account records can result in a letter reaching the wrong person. A particular letter is not evidence that a named firm deliberately uses misleading mass-mailing tactics.

However, innocent people get caught up and are left stressed at having to deal with a debt letter.

If this sounds familiar, you could contact the debt collection group and explain who you are and why you’re not the person who owes the money.

You do not become liable merely because someone shares your name or used your address. Explain the mistaken identity and provide relevant non-sensitive evidence if helpful, while asking the firm to establish its claim and correct inaccurate records.

Can You ignore letters from PO Box 123 Burton on Trent DE14 2XE?

Do not ignore a demand solely because it uses a historical Robinson Way or Hoist name. Verify the current firm independently and note any formal response deadline. See related guidance.

The following steps help you check the account, dispute errors and address an enforceable debt you cannot afford.

What if the current creditor provides evidence?

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.

Prepare a budget covering essential living costs and priority debts first. Propose only instalments you can afford, and obtain written acceptance and confirmation of any interest or action being paused. An offer alone does not guarantee agreement or stop a court claim.

Ordinary collection does not automatically add statutory bailiff fees. The following enforcement-fee information applies only if the relevant lawful bailiff process is actually used. Ask for the legal basis of any charge on your account.

Alternative debt solutions

Before agreeing payments to the current creditor or collector, seek free independent advice about your budget and other suitable debt options.

There are several different debt solutions available in the UK, so we recommend speaking to a debt charity as soon as possible. Their advisors will be able to look at your finances in detail and help you work out which debt solution will work best for you.

Debt Management Plan (DMP)

A DMP is an informal debt solution that lets you pay off your debts via a single monthly payment.

Because it is informal, it is not legally binding so you are not tied into a DMP for a minimum number of payments.

Individual Voluntary Arrangement (IVA)

An IVA is a formal insolvency arrangement managed by an insolvency practitioner. Your proposal sets out payments, any assets involved and fees. Once approved, it binds the creditors and debts covered by it and restricts recovery action; it is not a blanket ban on necessary correspondence.

Many IVAs involve payments for five or six years, but the agreed term varies. Qualifying unpaid debt is normally released only on successful completion. An IVA affects your credit record, may involve assets or home equity, and can fail if its terms are not met.

IVA suitability depends on your debts, affordable contributions or available assets, fees and creditor approval. There is no universal rule that you must owe several thousand pounds to more than one creditor. Get independent debt advice and compare other options before agreeing to an IVA.

Trust Deed

IVAs are not available in Scotland. A Scottish money adviser can compare a protected trust deed, the Debt Arrangement Scheme, sequestration and informal arrangements; a trust deed is not compulsory.

A protected trust deed is a Scottish insolvency arrangement, usually lasting at least four years of contributions. It can discharge qualifying unpaid debt on successful completion, but fees apply and your home or other assets may be at risk. Covered creditors cannot pursue payment outside it, but can still send required documents.

Debt Relief Order (DRO)

In England and Wales, a DRO may suit an eligible non-homeowner with low surplus income, limited assets and qualifying debts within the £50,000 limit. Detailed income, asset, vehicle and residence rules apply. An approved debt adviser checks eligibility and submits the application to the Insolvency Service.

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.

A DRO normally lasts 12 months. If it remains in force, the qualifying debts listed in it are normally discharged at the end. You must report relevant changes and continue paying ongoing bills and excluded debts, such as court fines and student loans.

Bankruptcy

If you have debts but no realistic possibility of ever paying them off, you may need to declare bankruptcy.

Bankruptcy has an unfair stigma attached to it as it may be your only way of getting a financial fresh start. That said, it is a serious financial situation that should not be taken lightly.

Sequestration

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, Minimal Asset Process guide.

How can you complain about an old Hoist or Robinson Way account?

Complain to the firm currently responsible for the account or the conduct complained about. If Lowell now manages it, ask Lowell to investigate or explain the appropriate route for a historical complaint. See FCA handbook information.

A general survey does not establish that you have a valid complaint. Describe the actual conduct and provide dated letters, call records or other evidence.

Check the current firm’s published complaints procedure and retain its response.

Give the firm an opportunity to investigate. Escalation depends on the activity, the complaint body’s jurisdiction and the applicable deadlines.

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.

Current Lowell contact details

Website	https://www.lowell.co.uk/contact-us/
Phone	0333 5565 552
Online enquiries	Use the contact form on Lowell’s official contact page.
Opening hours	Monday to Friday, 9am–6.30pm; Saturday, 9am–4pm. Closed Sundays and bank holidays. Check Lowell’s official page for changes.

References

1. InDebted Debt Collection Survey.
2. StepChange, Creditor and Debt Collector Conduct, July 2016.