Intrum debt collection: what to do if Intrum UK writes to you

Intrum UK is part of the Intrum group, a European credit management business formed in 2017 when Intrum Justitia and Lindorff combined. A letter from Intrum usually means an account you fell behind on has been sold to it or handed to it to collect. Your first job is working out which.

Does Intrum own your debt?

Intrum describes itself as a debt purchase and collection company. It buys unpaid debts from banks, credit card companies, retailers, and utility and telecoms providers. It also collects debts on behalf of other lenders and businesses. Read your letter closely:

This matters in practice. If Intrum is only collecting and won’t agree a fair plan, you can go back to the lender that owns the debt and ask it to step in.

Intrum can’t act like a bailiff

Intrum can write, phone, text and email you, and ask you to pay. It can’t enter your home, take your belongings or add enforcement fees. Those powers only come after a county court judgment that you then don’t keep to. Read debt collectors vs bailiffs for the full picture.

One thing to watch: Intrum Mortgages is a separate company in the same group that deals with mortgage accounts. Mortgage arrears are a priority debt because your home is at risk. If your letter is about a mortgage, get advice quickly and read priority debts.

Check the debt is yours and correct

• Don’t recognise it? Intrum says you should contact it and it will investigate. Do this in writing so you have a record.
• Ask for the credit agreement. For loans, credit cards and store cards covered by the Consumer Credit Act 1974, you can request a copy under sections 77 to 79 for a £1 fee. While a valid request goes unanswered, the agreement can’t be enforced in court.
• Ask for a statement of account showing the balance, payments and any charges added.
• Check your credit file to see when the account defaulted and who reported it.

Use the contact details on your Intrum letter or its online customer portal. Intrum says it will never ask you to share passwords or verification codes by phone, email or text. If someone does, don’t reply.

Is the debt too old to chase in court?

Under the Limitation Act 1980, most unsecured debts in England and Wales can’t be taken to court once six years have passed from the cause of action, usually the default, with no court claim. The clock restarts if you make a payment or acknowledge the debt in writing before then.

Selling a debt, or passing it to an agency, doesn’t restart the clock. So an account that defaulted years ago may already be statute-barred by the time Intrum gets it. Check the dates before you pay. Read statute-barred debt explained.

What happens if you don’t respond

Silence rarely makes a debt go away. Intrum may keep writing. If it’s collecting for a lender, the account may go back to that lender, which could sell it or pass it to a different agency, so the letters just come from a new name. If Intrum owns the debt, it may issue a county court claim. Ignore that and a CCJ usually follows, which can lead to bailiffs or an attachment of earnings order.

Your options for dealing with it

Intrum says its focus is agreeing a repayment plan or settlement you can afford. Under the FCA’s rules on arrears and debt recovery (CONC 7), it must treat you fairly if you’re in financial difficulty.

1. Work out a budget, putting rent or mortgage, council tax and energy first.
2. Offer what’s left, even if it’s a small amount, and ask for written confirmation.
3. Ask a debt adviser about Breathing Space if you need 60 days of protection while you sort things out.
4. Look at the bigger picture if Intrum is one of several creditors. A debt management plan suits people who can repay in full over time. An IVA or Debt Relief Order can write off debts you can’t realistically repay.

You can get free debt advice from charities and MoneyHelper before you decide.

How to complain

Complain to Intrum first, in writing. If it’s collecting for a lender, you can send a copy to the lender too. If you don’t get a final response within eight weeks, or you’re not happy with it, take the complaint to the Financial Ombudsman Service. There’s no charge.

Frequently asked questions

Is Intrum a legitimate company?

Yes. Intrum UK Limited is authorised and regulated by the FCA. Scammers sometimes use the names of real collectors, so check any message against the contact details on your letter.

Can Intrum take me to court?

If Intrum owns the debt, it can start a county court claim. If it’s collecting for a lender, any claim would normally be made in the name of the company that owns the debt.

Will Intrum’s involvement change my credit file?

The default date shouldn’t change when a debt is sold or passed to an agency. The default still drops off your credit file six years after that date, whether or not you pay.

Sources

• Intrum UK, Who we are and what we do
• Intrum UK, Frequently asked questions
• Intrum, The combined Intrum Justitia and Lindorff becomes Intrum
• FCA Handbook, CONC 7: Arrears, default and recovery
• Financial Ombudsman Service, Debt collecting