Is my debt regulated?

Some debts are regulated by the Financial Conduct Authority (FCA), and some aren’t. This just means different rules apply depending on the type of debt. Either way, we’ll always treat you fairly.

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What does it mean if a debt is FCA-regulated?

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If your debt is FCA-regulated, the company collecting it must follow rules set by the FCA - the UK’s financial regulator. These rules are there to protect you.

For example, with a regulated debt, you have the right to:

• Clear, fair and honest communication
  
• Payment plans based on what you can afford
  
• Extra support if you’re in a vulnerable situation
  
• Complain to the Financial Ombudsman Service (FOS) if things go wrong
  
  

To collect or manage regulated debts, companies need to be authorised by the FCA and follow rules like the Consumer Credit Act 1974, the FCA’s Consumer Credit Sourcebook (CONC), and its Principles for Businesses.

We’re regulated by the FCA – our licence number is 935242. You can search the register here and enter our number to check.

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What if my debt isn’t regulated?

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Not all debts fall under FCA rules. These are usually called unregulated debts, but that doesn’t mean they don’t matter or that you don’t have rights. Unregulated debts are still regulated by the CSA.

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Unregulated debts might include:

• Gas and electricity bills
  
• Water charges
  
• Phone, broadband or TV bills
  
• Council tax
  
• Rent arrears (especially in social housing)
  

If your debt isn’t FCA-regulated:

• You won’t be able to complain to the Financial Ombudsman Service
  
• A different regulator or ombudsman might be able to help instead (like Ofgem for gas and electricity, Ofwat for water, Ofcom for phone, broadband and TV, the Housing Ombudsman for rent arrears in social housing, or your local council)

We don’t treat regulated and unregulated debts differently - you’ll get the same level of care and support from us, no matter what kind of debt you have.