Pastdue Credit Solutions

Pastdue Credit Solutions, a UK debt recovery agency

Pastdue Credit Solutions (PDCS) is a debt collection and reconnection agency based in Glasgow and operating across the United Kingdom. The company states that it works for market-leading UK companies in the energy, water, telecoms and financial services sectors, and also provides services to government departments and other organisations. It is authorised and regulated by the Financial Conduct Authority and is a registered member of the Credit Services Association. Pastdue Credit Solutions is a Firstsource company, part of the RP-Sanjiv Goenka Group.

Collection and reconnection for utilities and finance

The agency describes its role as supporting and complementing the internal processes of its clients, with the aim of improving the customer experience. Its work covers both the collection of overdue debts and the reconnection of customers with their services. PDCS states that it does not own any of the accounts it services; organisations pass customer accounts to the agency so that outstanding amounts can be collected and recovered.

Beyond utilities and financial services, the company works with HMRC on the collection of a range of tax debts, including VAT, Self-Assessment, Corporation Tax, National Insurance Class 2 and PAYE.

No fees added to customer accounts

According to the company, it does not apply interest, fees or charges to customer accounts and passes all payments to its client. It notes that a client may apply interest, fees or charges before transferring a customer account to the agency.

Contact channels and online account management

PDCS contacts customers by telephone call, text message and email to discuss resolution of their account, and states that individual circumstances are always considered during those conversations. Customers can manage their account or make a payment through a secure Customer Portal, for which they need to provide their name, address, postcode and one other piece of security information. Account information is also included in the letters the agency sends.

Payment plans and support for customers in difficulty

The agency offers flexible payment plans tailored to individual circumstances, allowing an overdue matter to be settled in a way that suits the customer. It states that treating customers fairly is central to its work and that it will not pressure customers emotionally or financially.

For people in financial difficulty, the site points to free debt advice organisations, including StepChange, National Debtline, Business Debtline and Citizens Advice. It also advises prioritising bills such as mortgage, rent, energy and interest-charging accounts.

Accessibility and complaints handling

Customers who need communications in an alternative format, such as large print, braille or audio, or who wish to communicate in a language other than English, can contact the agency to arrange support. Complaints are handled through a dedicated complaints page, and the company states that an account is placed on hold while a complaint is investigated.

Payment methods and data protection

The site explains continuous payment authority (CPA), a regular automatic payment set up with a debit or credit card rather than bank details, and notes that it differs from direct debits and standing orders and does not carry the same guarantee. Customers can cancel or change a CPA by email or directly with their card provider. The agency also states that confirming a full name and address before discussing an account is required for the customer's protection and to comply with its obligations under the Data Protection Act.