FAQs

If we have contacted you it’s because one of your creditors has appointed us to help re-establish contact with you in regard to a non-paying account.

We want to work with you to understand your financial circumstances and agree a repayment solution that is realistic and sustainable for you and fair to our client.

To speak to one of our Customer Advisors and discuss the repayment of the outstanding balance please call us on 020 8814 2299. Alternatively send us an email to: contact@ruthbridge.com

If you are experiencing difficulties in maintaining regular payments as per an agreement you have in place with us, we would urge you to contact us prior to the payment due date so that we can work with you to help resolve matters and take account of your situation.

If you are in financial hardship and need further advice on how to manage your finances or on specific debt related matters you can contact organisations listed here for free impartial advice

If you ignore our attempts to contact you, the account may be escalated to another debt collection agency or, where appropriate, our client may choose to pursue the balance by taking further action as they deem necessary. In some cases where there has been no communication or attempt to resolve the outstanding balance our clients may seek to take legal action towards the recovery of the debt.

No matter what your circumstances are we are here to listen and work with you to help resolve the situation.

The original lender may have updated your credit record with a “default” due to non-payment . Where this is the case, it can make it difficult for you to obtain further credit. Many employers also conduct credit checks on their employees and where a default has been registered on your credit file it may impact your ability in seeking employment within certain organisations.

Our clients have the responsibility for updating your credit record with the Credit Reference Agencies. Paying off your debt as soon as possible may improve your credit record.

You can obtain a copy of your credit file for a small fee by contacting the following credit reference agencies:

Experian Consumer Help, PO BOX 800, Nottingham NG1 5GX
Web Site: www.experian.co.uk

Equifax, Department 1E, PO BOX 3001, Glasgow G81 2DT
Web Site: www.equifax.co.uk

Callcredit Limited, One Park Lane, Leeds, West Yorkshire LS3 1EP
Web Site: www.callcredit.co.uk

Ruthbridge Limited may be acting on behalf of one of our clients who has asked us to establish contact with you. The arrears may have been outstanding for some time with the original lender who may have changed their brand name. You can call one of our Customer Advisors on 020 8814 2299 for more information. Alternatively send us an email to contact@ruthbridge.com

If you have received correspondence from us directly after you have appointed a 3rd party such as a debt management company, this is because we are unaware that you have appointed a representative. Please contact us on 020 8814 2299 or alternatively, send us an email to contact@ruthbridge.com so we can update our records with the details. This will allow us to then liaise with them directly. Your appointed representative will need to send us a signed authority from you so that we can deal with them going forward.

The Credit Services Association has provided the following advice in such circumstances:

“If the correspondence is addressed to an individual that does not reside at your address you should mark the envelope ‘not known at this address’ and return it back in the post. Royal Mail will then make sure that any mail marked ‘not known at this address’ will be returned to the sender. The sender will then update their records accordingly and take the appropriate action.

If you are able to establish who the correspondence has been sent by, it would be very helpful to make contact with the agency. You will be asked a number of questions such as your name and date of birth. These questions are only used to confirm identity.”

At Ruthbridge Limited we pride ourselves in providing excellent customer service and this is something we work hard to maintain. We also recognise that things can go wrong and in the event that we have made a mistake, or we could do something better, we will do what we can to put this right for you. Information on our complaints process can be found in the question below headed ‘Where do I send my Complaint?’

By Email – Contact@ruthbridge.com

By Letter – Ruthbridge Limited, Compliance Department, Ashley House, 86 – 94 High Street, Hounslow, TW3 1NH.

For further information please see: ‘Complaints procedure leaflet’