Intrum UK

Intrum UK: buying and managing overdue debts

Intrum UK describes itself as a debt purchase and collection company. Its business consists of acquiring unpaid debts — loans, credit cards, store cards and other debts — from banks, card issuers, retailers and utility and telecommunications providers. It also collects debts on behalf of other lenders and providers of goods and services. When the company buys an account, the amount owed becomes owed to Intrum instead of the original creditor.

The firm states that it takes the debtor's financial circumstances into account and sets up affordable payment plans to facilitate debt repayment. Its customer page is aimed at those who have received a collection notice and offers courses of action depending on each person's situation.

Services for people with debts

The site organises customer service according to the reason for the enquiry. Among the situations covered are: having received a letter, wanting to pay, checking the status of the account, being unable to pay in full, being a mortgage customer, having a query, needing free debt advice or believing that payment has already been made. There is also a specific section for customers in vulnerable circumstances and the option to download forms.

The company offers a self-service portal from which customers can view their cases, manage their account and make secure payments. According to the website, logging in also allows customers to contact the company at any time. For those who do not recognise the debt, it states that they should contact Intrum so that the case can be investigated.

Intrum Mortgages

Intrum Mortgages UK Finance Limited is the mortgage division. In September 2024, Mars Capital Finance Limited was renamed Intrum Mortgages UK Finance Limited. This company buys and manages mortgages worth hundreds of millions of pounds, is the legal owner of those accounts and states that it helps its customers move towards owning their homes outright. It is authorised and regulated by the Financial Conduct Authority (FCA number 459016) and is part of the Intrum Group; it is also a member of UK Finance. Mortgage management is handled through a dedicated customer website.

Customer service and accessibility

Intrum UK has a contact centre in the United Kingdom. For people with accessibility needs, the company has established partnerships that enable communication via a British Sign Language (BSL) interpreter through SignVideo and via the Relay UK app for people who are deaf, hard of hearing or have a speech disability. The company warns that video calls are not recorded, but voice calls between the interpreter and its team are, and that basic account verification may be required before using the service.

It also offers alternative formats for all communications, including statements and regulatory notices: braille, large print and audio. Customers can request that the system be updated so that they receive future communications in the format that best suits their needs.

Fraud prevention

The website includes a notice on protecting yourself against fraudulent calls and messages. Intrum stresses that it will never ask for personal information such as passwords, payment details or verification codes by phone, email or SMS, and asks people not to respond to such requests. It recommends logging in to the "My pages" portal to check whether a case exists and to make secure payments.

Information resources

The tips and guides section brings together materials on the debt collection process and the legal actions involved, creating an effective budget, what debt collection is and how it works, planning savings and resolving problem debts. The company states that it offers personalised payment plans and connects users with independent organisations for additional support. Other content covers how to avoid unwanted financial problems and how to control everyday expenses.

Complaints handling

Intrum UK has a procedure for submitting complaints. Customers who are dissatisfied with the service can contact the company or download the complaint form and send it to the email address provided for that purpose.