My Account

How will you contact me?

We will write to you in the first instance then either call you, email you, text you or continue to write to you. At each stage we will be contacting you to agree a solution that is best suited to your situation.

If you have recieved contact from us, it is important to contact us back to discuss your account so we can hold further contact and set up the solution that is best for you.

What will happen if you are unable to contact me?

We aim to talk to you and will try hard to do that.

If you do not contact us then we will not be able to help you manage your account and we would need to consider a different solution to achieve the same outcome. The future path could lead to us instructing third parties to contact you, and even in some situations, where it is needed we will consider appropriate legal action to recover the outstanding balance. It is always advisable to talk to us early and find a solution that suits you.

The balance on my letter isn't correct. What should I do?

If you believe any part of your balance is not correct then please advise us immediately so we can contact your original lender. This balance could be reported on your credit file so it is important that we work with you and the original client to ensure we hold the correct balance.

What if I don't think I can pay this balance?

Many of our customers are not in a position to pay their account at this time. It is important that you still contact us so we can understand this and we can offer solutions and free money advice to help our customers.

I am receiving calls from you. Why?

If you are receiving calls from us, it’s because we’re trying to contact you about an account you have with us. It may that we have recently been passed your account from the original lender or it may be time to review your account. There may be other reasons, so please do answer the phone when we call or contact us via our get in touch page.

My account is being managed by a Debt Management Company. What should I do?

You should advise us of who is dealing with your account either via the third party authority form or by contacting us.

We will then put your account on hold whilst we wait for them to contact us and we can simply arrange for them to redirect your payments to your account.

I would like to nominate a third party to deal with you on my behalf. What do I need to do?

If you would like to nominate an individual or an organisation to be able to discuss your account with us on your behalf, then we are more than happy to do this.

You can do this over the phone or by completing our authority form.

Please note that for protection of your personal data we are required to obtain some information from you regarding your nominated third party, which may include some or all of the following: name, address, relationship, telephone number, email address.

I have received a letter. What should I do next?

The best thing to do is contact us. You can do this by visiting our get in touch page.

You can also register an account on this site to manage your account online.

Paying dlc

How do I make a payment?

Most of our customers choose to pay by hassle free payment methods like Direct Debit, Standing Order or card payments. All of these can be found and more on our make a payment page.

If you make a payment arrangement over the phone our Customer Consultants will ensure we set up your plan with your preferred payment method.

How do I set up a repayment plan?

There are lots of ways to offer a payment plan. Online, on the phone, via email or by letter.

Before we set up this plan, we will ask you a series of questions about your situation and your finances to ensure the amount we agree is afforable.

Which is the best repayment method to choose?

We believe that Direct Debit is most suited for long-term repayment plans as it is a reliable, regular payment method that ensures that your plan will not fail as long as funds are available, thus giving you peace of mind that your payments will be made on time.

It also means that you will be protected by the Direct Debit Guarantee offered by participating banks and building societies and that you will be given advance notice of the collection amounts and dates.

Is it safe to use my debit/credit card online?

Yes – we make sure that your card details are safeguarded and encrypted, and only used with your permission.

What happens if I do not keep up my repayments?

If you stop making payments and do not tell us then we cannot understand why and help you. We will write to you and ask that you contact us so it is imperative that you contact us to avoid further collection activity. The best solution at all times is to keep us up to date.

To successfully manage your account all you need to do is keep us up to date of any changes. If you are struggling with any payments then you should contact us, ideally before the payment is missed. If you do this we can help you.

I want to clear my balance. How can I do this?

Your ideal position is to clear the account in full, many customers do this every day. To talk to us follow the links in our get in touch page, or if you'd prefer not to talk on the phone then you make a payment via make a payment section on this website.

Can I get a discount and save some money?

We like to give our customers all the help they need to clear their accounts. One of our flexible solutions is to reduce the amount you owe and apply a discount to outstanding balance.

There are two options:

  • Talk to one of our Customer Consultants and see if this option is available on your account and they may be able to help save you some money,
  • Make an offer to us for repayment when you sign in to this website and visit the make a payment page. If you do not have an online account you will need to register.

Credit Record

Why is it good to clear my credit record?

A poor credit rating may make it difficult for you to obtain further credit, depending on the type of credit you apply for and your personal credit file.

Your credit file indicates to a new lender from mortgage applications through to mobile phones your previous ability to manage financial commitments. This is likely to be considered in any further applications for financial borrowing.

What does a default on my credit record mean?

A default is registered where there is a full outstanding balance to collect and the default date and default balance will be shown on the credit file. A default means that there are no arrears in isolation to collect and the full outstanding balance is due.

What happens to my credit record when I pay the full balance?

When the full balance is paid you will receive a confirmation letter from dlc that your account is cleared and your credit file is updated with a zero outstanding balance and shown as settled.

What happens to my credit record when I clear my account with a discount?

When the balance is cleared with a lesser amount and a discount has been given then you will receive a confirmation letter from dlc that your account is cleared. Your credit file is updated with a zero outstanding balance and with a flag that indicates it was partially settled. No further balance is due.

What happens to my credit record when I pay monthly?

When payments are received each month they will reduce the outstanding balance. dlc report the outstanding balance each month on your credit file and where the balance is reducing, this will be shown.

How Are dlc Regulated?

What is a Principal?

A principal is a firm authorised by the FCA and with the FCA’s permission can appoint representatives to undertake specific regulated activities on its behalf. The firm that is authorised is known as a ‘principal’ regulated firm and takes full responsibility for the activities of the appointed representative.

Cabot Credit Management Group Limited is a principal regulated firm and with the permission of the FCA, has appointed its operational company, Hillesden Securities Limited trading as dlc, as appointed representative to perform debt recovery and/or debt administration activities on its behalf.

CCM Group and dlc are also registered with the Information Commissioner’s Office for data protection and security purposes under registration ZA144215 and Z5721198.

What is an appointed representative?

An appointed representative is a firm or a person who are permitted to carry out certain regulated activities as a result of a company being authorised to appoint them as representatives by the FCA.

The firm that is authorised is known as a ‘principal’ regulated firm and takes full responsibility for the activities of the appointed representative.

Cabot Credit Management Group Limited is a principal regulated firm and with the permission of the FCA, has appointed its operational company, Hillesden Securities Limited trading as dlc, as appointed representative to perform debt recovery and/or debt administration activities on its behalf.

Who has oversight of our activities as an appointed representative?

Cabot Credit Management Group Limited has full regulatory responsibility and oversight for its appointed representative’s actions.

Cabot Credit Management Group Limited performs compliance monitoring and independent audits to ensure we are compliant with the regulatory framework in which we are required to operate.

Why does the FCA website say your permissions have lapsed? Doesn't this mean you aren't authorised?

The FCA register shows Hillesden Securities Limited t/a dlc permission as lapsed because, with the permission of the FCA, it has been made an appointed representative of Cabot Credit Management Group Limited.

Cabot Credit Management Group Limited is a principal regulated firm and with the permission of the FCA, has appointed its operational company, dlc, as appointed representative to perform debt recovery and/or debt administration activities on its behalf.

Who are our regulators?

Cabot Credit Management Group Limited (CCM Group), a company registered in England and Wales with Company No. 4934534, is authorised and regulated by the Financial Conduct Authority (FCA) with firm reference number 677910. As a result it has all the relevant regulatory and statutory permissions in order for its purchasing companies to acquire debt and to appoint representatives, operational companies to recover and/or administer debts on their behalf.

Purchasing companies are exempt from being authorised by the FCA as they only own the debt, engaging CCM Group to recover and/or administer the debts on their behalf.

The UK purchasing companies in the CCM Group are Cabot Financial (UK) Limited, Marlin Capital Europe Limited, MCE Portfolio Limited, MFS Portfolio Limited, Marlin Europe I Limited, Marlin Europe II Limited, ME III Limited, ME IV Limited, Marlin Europe V Limited, Marlin Europe VI Limited, Cabot Financial Portfolios Limited.

Operational companies are permitted to carry out debt recovery and/or administration activities as a result of the CCM Group being authorised to appoint them as representatives by the FCA.

dlc is an authorised representative of CCM therefore are exempt from FCA authorisation.

CCM Group and dlc are also registered with the Information Commissioner’s Office for data protection and security purposes under registration ZA144215 and Z5721198.

The Credit Services Association is our main trade body in the United Kingdom it operates a Code of Practice which is the benchmark for best practice, assuring quality and professionalism in our industry.

We take great pride in having been the main contributor to the Code and take compliance with the Code extremely seriously. This is evidenced by our accreditation as a company and achieved through our individuals passing the high thresholds of the Collectors Accreditation Initiative (CAI). The CAI is the benchmark for individuals’ knowledge of our industry standards and compliance.

This Is Not My Debt

I am receiving correspondence for someone who does not live at my address. What can I do?

When we purchase an account we are provided with the address from the previous creditor. Not all customers keep their creditors up to date with their change of address and this can sometimes mean that the customer has moved. This means you may receive a letter at your address for someone who does not live there. All you need to do is tell us and we can deal with this quickly. Go to our Get In Touch page for all contact information.

How has my address been linked to someone who has never lived there?

We get most of our information from Credit Reference Agencies, who update their data from banks, credit card companies, utility companies, insurance firms and similar, including debt purchase companies. This can mean that data from one of these multiple sources could have been put in wrong, or been corrupted. So it’s possible for a postcode to be changed or a house number altered by mistake.

It’s also possible that you have been a victim of fraud with someone using your address or your details to gain credit. If you suspect this is the case, then we recommend that you check your Credit Record to make sure no unknown entries have been added to it. If they have then you should contact any company involved to let them know you may have been a victim of fraud, and also contact Action Fraud ( about the issue.

If an account has been linked to you then you must call us and notify us so we can action the account accordingly and ensure that collection activity ceases whilst this is investigated.

Will my address be blacklisted because of this?

A credit record is linked to a person not just an address. No property can be blacklisted as it is relevant to the person at the address.

I am still receiving mail despite advising the agencies that the person that they are looking for does not live at my address! Why?

"The chances are that the individual in question is being searched for by a number of different companies. These companies will be using the same tracing tools as the agency that you have notified, but if there is a delay in updating records, further correspondence could be sent. Whilst it is appreciated that making contact with the various agencies is frustrating, it is essential in ensuring that all records are updated. This will lead to your address being removed and will prevent any future correspondence.

There may also be a 'link' attached to your address with the Credit Reference Agencies. These 'links' could have resulted from fraudulent activity, or a link between a previous address you may have resided in and that of the trace subject.

The Government recommends that you view your credit file regularly in order to ensure that all of the information on there is accurate and up to date. By checking your credit file you will be able to see if there have been any wrong links attached to you and have them removed. This will also prevent any future contact by debt collection agencies.

"Credit Services Association - Consumer Advice

Who can I complain to about being the victim of a mis-trace?

If you believe that we have have linked an account to you and it simply is not yours then you need to alert us of this.

There are simple reasons this can happen, sometimes people can have the same or very similar details and the information used could have lead us unknowingly to the wrong person.

Go to our Get In Touch page to call us straight away so we can help you.

I keep getting traced to the same address. Why?

If you have been contacted several times from different companies regarding a debt that you believe is not yours, then it is likely to be due to the data used to trace a customer. If that data has a link at any of the Credit Reference Agencies or on internal systems that connects you to the account then that link will need to be removed. You should let us know via our Get In Touch page and also raise an enquiry with the Credit Reference Agencies and ask them to investigate this for you.

I have never had an account with the lender mentioned in your letter.

Some of the accounts we purchase may be quite old. This means it’s likely the company where they originate from could have merged or been acquired by another since the account was opened. Retail operations regularly review and sell their main brands. This means the name on the top of the agreement gets changed. The name of owner on your account could have changed multiple times before being sold on to us.

We understand that this may cause some confusion. We can tell you where the account originates from, as we keep a list of lender related information.

If you still believe that the account does not belong to you, then you need to notify us as soon as possible. The account will then be put on hold while we investigate and establish whether an error has been made.

This isn't my debt. What should I do?

If you believe that you are not the account holder then it is important that you tell us why. It may be because the creditor name is unknown to you, you cannot remember the debt or in some cases the debt is from a long time ago.

If you don’t recognise it then follow the links in our Get In Touch page to call us and we can provide you with key information and check together if it is your account. It is important that you do this as this account could be on your credit file and could escalate through our collection processes.

Personal Details

How do you use my personal details?

You can view our Privacy Policy which is on our website to get this information.

How do I update my contact details?

To update your contact details with us simply let us know by using the options in our Get In Touch page.

Customer Feedback Or Complaints

Who else can I complain to?

If, after a final response from Cabot, you do not feel that your complaint has been dealt with satisfactorily, then you may contact the following organisations:

Credit Services Association (CSA) -
This is an industry trade body which operates a Code of Practice. dlc is a member of the CSA and is required to abide by the CSA's Code of Practice. You can contact the CSA in relation to your complaint by writing to them at:

Credit Services Association
Complaints Department
2 Esh Plaza
Sir Bobby Robson Way
NE13 9BA

Telephone: +44 (0)191 217 0775

Financial Ombudsman Service -
This is an independent and impartial dispute resolution organisation. Please note that the Financial Ombudsman Service will only consider your complaint if you have tried to resolve it with us first. You can contact them by writing to:

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0300 1239 123

How do I thank a dlc employee who has helped me with my account?

We are really excited about receiving any feedback from our customers and we have a feedback process in house where we regularly ask our customers what they think. This is so valuable for us to learn and be better. If you have any specific feedback then please email our Services Operations Director [email protected]

How do I make a complaint?

Sometimes our customers can experience problems and in the event that this happens, or we could have done something better, we will do our best to put this right for you.

The first thing we need you to do is to talk to us, simply Get In Touch.

If you would like to email our team directly then send your email to [email protected]

How our process works:

  • Most of our customers have their situation resolved quickly by our consultants or our managers. That allows you to have a suitable solution in a short period of time. Peace of mind can be achieved easily and at least 30% of our customers benefit from this option.
  • If we are unable to resolve your concerns quickly then our Customer Care team will investigate your complaint further. We aim to keep you up to date with the progress and will do this by telephone, text or in writing. If you have any documentation that could assist us then please forward this as soon as possible, so that we can resolve your complaint more quickly.
  • It is important that we understand what you are actually concerned about so if we do contact you please help us by calling us promptly.
  • We will attempt to resolve your complaint as soon as we can, but where we are unable to do this and require further information it could take up to 8 weeks to send you our final response.

For further information, please download our 'Resolving your complaint' leaflet

We have the following memberships and accreditations:

CSA Investors In People The Sunday Times rating CCTA Institute Of Customer Service