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[H2] Our help and support is tailored to you
If you would prefer to talk to one of our trained debt advisors, our team are on hand to support you every step of the way. Request a call back, of call us today* on

Request a call back

0121 325 3800

*Our offices are open Mon-Thurs, 9:30am-7pm, Fri 9:30am-4:30pm, if you request a call back out of hours we will be in touch as soon as we can.

Back 2 Credit are dedicated to providing solutions and services of the highest standards. If you are not happy with our service please let us know and give us the opportunity to put matters right for you, the client, and in return improve our services for all our clients. We will always do our level best to ensure we respond to your concerns as quickly as possible. Every individual case will be listened to, and we will put matters right if we can. That’s why we really appreciate your feedback.
[H2] Complaints procedure
If you wish to complain, please supply us the following details.
Your name and address
Your Back 2 Credit reference number
Your contact phone number
A comprehensible account of your concern
A solution of how you would like us to put right the matter
[H3] What Back 2 Credit will do?
We will endeavour to resolve your complaint immediately where we can, however, this may not be possible in all cases as further investigation may be required in order to resolve the matter to your satisfaction.
If this is the case the following guidelines will be adhered to:
An acknowledgement letter and/or email will be sent out within 5 working days
You will be informed of any updates regarding your concerns and our investigations.
We aim to resolve all complaints within 4 weeks of receipt, however if this is not kept to, you will be informed in writing of when it can be expected to be resolved
A final response letter and/or email will be issued within 8 weeks of receipt upon completion of a full investigation.
[H3] How to contact us to raise a complaint:
Post:
Complaints
Back2Credit
Botanical suite
9th Floor Tricorn house
51-53 Hagley Road
Edgbaston
Birmingham
B16 8TP
Phone: 0121 325 3800
Email: Complaints@back2credit.com
[H3] What happens if you are not satisfied with the final response?
If you are not satisfied with the final response of any complaint or we have gone past the 8 weeks guideline, you can ask the Financial Ombudsman services to review your complaint. They are a free and independent service that resolves disputes between customers and financial organisations.
They will act on your complaint once you have given us the opportunity to put matters right, so please contact us first and allow us to correct the matter.
You can contact the Financial Ombudsman Service by the following methods:
Post:
Financial Ombudsman Services
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Phone: 0845 080 1800
Website: www.financial-ombudsman.org.uk

Request a call back

[H2] Introduction
We aim to be fully transparent in all our dealings with you. These Terms of Business explain our obligations to you and your obligations to Back2credit. Please take the time to read them carefully as they will be our contract with you and what our relationship will be formed upon.
Back2credit want you to be completely satisfied in choosing our financial management services to be the best step you took towards regaining control of your finances.
[H2] Important additional information
These Terms of Business apply to all Back2credit clients and explain our responsibilities to you and your obligations to Back2credit. They may be amended or updated at any time, dependant on our legal or business obligations. We will keep you informed of any changes as required. If there are any changes that effect your arrangement, you will be given 30 day notice and the opportunity to cancel your agreement and find alternative solutions should you choose to do so.
[H2] Definition of terms
“Agreement” means the agreement between you and Back2credit made primarily on these Terms of Business.
“Back2credit” means Back2credit, whose registered address is Back2credit, Botanical Suite 9th Floor, 51-53 Hagley Road, Edgbaston Birmingham B16 8TP. Company registration No. 6828817 or anyone to whom we assign our responsibility and rights under this agreement.
“Cleared Funds” means (a) any banker’s draft, cash or postal orders made payable to Back2credit which, We have received from You; (b) any monies which Back2credit have received into our bank account or Client Account from You by electronic transfer (e.g. bank giro credit transfer, debit card and standing order) and which have not been returned unpaid within four working days, and/or (c) any cheques which Back2credit have received from You which have not been returned unpaid within seven working days.
“Client Account” means the account where any monies held on behalf of Back2credit clients are kept and which is not used for the function of our own business.
“Client Authority Form” means the form enclosed with these Terms of Business which Back2credit ask you to sign to give Back2credit authority to contact your creditors and to act on your behalf.
“Creditors” means all of the people, businesses or organisations You have told Back2credit You owe monies to and who are included in your Payment Programme.
“Fees” means the Initial Fee and the Monthly Fee payable by You to Back2credit under these Terms of Business.
“Initial Fee” means 50% of your first three monthly Fee payable which is paid by You to Back2credit as an initial fee for our Services, and which is not used to pay your creditors.
“Monthly Fee” means the monthly fee payable for Back2credit services. This is equal to 16,5% of your Monthly Payment, apart from 50% of your first three Monthly Payment which is the Initial Fee, subject to a minimum of £37.50 and a maximum of £100.00.
“Monthly Payment” means the total amount which is paid every month by You to Back2credit throughout the Payment Programme. This is made up of the Monthly Repayment to be distributed to your Creditors and Back2credit’s Monthly Fee, excluding 50% of your first three Monthly Payment which is the Initial Fee.
“Monthly Repayment” means the amount of the Monthly Payment which is distributed by Back2credit on behalf of You to your Creditors.
Payment Programme” means the programme of Monthly Payments by which You repay your Creditors through Back2credit and pay for Back2credit Services, prepared by Back2credit based on the information provided by You, as adjusted from time to time.
“Services” means the services Back2credit agree to provide You under these Terms of Business.
“Term” means the duration running from the beginning of this Agreement as explained in section 1.2 until we cease providing You with Services. An estimate of the duration of the Term will continue is set out in your draft Payment Programme issued by Back2credit in accordance with clause 2.1 stated below.
“Terms of Business” means these terms of business.
“You” means the individual/s entering into this Agreement named in the Payment Programme.
“DMP” Debt Management Plan is a plan of repayments made to your creditors minus our fees.
[H2] 1. Appointment and Term
1.1 You appoint Back2credit and who agrees to act on your behalf, as debt counsellors and debt adjusters and to provide the Services outlined in the terms of business.
1.2 This Agreement will commence when You confirm Your agreement to these Terms of Business either via telephone or by returning the completed Client Authority Form or if earlier, the day when Back2credit receive the Initial Fee from You in Cleared Funds
1.3 The Agreement will continue for the Term unless terminated earlier by You as explained in sections 1.4 and 7 or by Back2credit as explained in section 8.
1.4 You have a right to cancel Back2credit’s agreement at any time during the first 14 days of the Term. “Days” include Saturdays, Sundays and public holidays. You can do this by writing to us at the above address or by telephone on 0121 325 3800 advising us you wish to cancel. We will then refund to you any Fees already paid to us that are Cleared Funds.
[H2] 2. What Back2credit will do
2.1 We will review your finances, covering your income, expenditure, debts, and assets. These must include all debts secured on property or goods, which we will take into consideration but cannot negotiate reduced payments on. We will calculate your disposable income, based on reasonable living expenses.
2.2 In consultation with you we will produce a DMP by which you can pay off your creditors out of your disposable income at rates you can afford. The DMP will let you make monthly payments to us and will take account of your Creditors and of our Fees. It will not take account of any matters you have not told us about. It will also take account of the differing requirements of your different Creditors, if there is more than one.
2.3 We will negotiate with your Creditors and attempt to agree repayment terms with them of the amounts outstanding. In doing so we shall use the DMP and we shall ensure that the periodic payments that we agree with your Creditors on your behalf do not exceed your disposable income (less our fee) as calculated by us for the same period.
2.4 We shall attempt to agree with your Creditors, where appropriate, that they freeze or reduce their interest charges and that they suspend or withdraw enforcement proceedings issued in connection with your agreements with them. In rare instances County Court proceedings may still be actioned against you. In these cases we will assist in completion of all relevant paperwork as required. We cannot guarantee to stop legal action by your creditors.
2.5 We will distribute the Monthly Repayments amongst your Creditors in accordance with the DMP within 5 working days of receipt of the Monthly Contribution from You in Cleared Funds.
2.6 The payments made to your Creditors will be reflected on the statements you will receive from them. A full break down of payments we have made can be obtained upon request. In addition we will issue annual statements showing all payments and receipts on your account.
2.7 Should your circumstances or any other relevant matter change during the Period, We shall, in consultation with You and your Creditors, review the DMP and if necessary shall make changes to it in agreement with You and with any Creditors concerned.
2.8 From time to time your Creditors will request an update of your financial situation. We will contact You to review your current financial circumstances and update your DMP accordingly. To aid this process we request that payslips are regularly forwarded to Us for review.
2.9 All payments to Us will be made into our Back2credit client account. This account is separate to our own business accounts and funds held for distribution to your creditors will be retained for that purpose only. No interest will be payable to You or Us on funds that we hold. At all times funds held for distribution to your Creditors will be classed as client monies.
2.10 During the negotiation process some creditors may continue to charge interest and other recovery charges. We cannot always prevent these charges being levied. These will however be paid off as part of your DMP.
2.11 We can only provide advice on the services that we offer.
[H2] 3. What You will pay
3.1 You will pay Back2credit the Initial Fee which is 50% of your agreed monthly repayment which will be retained from your monthly repayments for the first three months.
3.2 Thereafter in month three a monthly fee equal to 16.50% of your monthly agreed disposable income will be charged, subject to a minimum fee of £37.50 and a maximum fee of £100 for the reminder of your DMP. If you do not make your agreed payment in the monthly period, then the monthly fee is still due and payable for that monthly period, and we will take the unpaid fee from the next payment You make to Us.
3.3 If no payment is received from you for a period of 60 consecutive days, we will charge a further Initial Fee when you re-join the programme and monthly fees will apply thereafter (as 3.2)
3.4 In the case of weekly payments, the monthly fee will be calculated by multiplying the weekly payment by 4 weeks and charging 16.50% of the resultant figure subject to the minimum and maximum amounts stated in 3.2. Payments will be mad to Creditors once 4 weekly payments are collected by Back2Credit
3.5 If this agreement is ended, we will return any undistributed funds after having deducted the above fees and you will not have to pay us any more money. This will be made within 30 days of receiving written confirmation in order to allow us time to process all receipts and payments on your account.
3.6 If you decide that you need to lower your monthly payment or add any additional creditors, we may charge you a Modification Fee the equivalent of one new monthly payment. If an extra fee is payable, we will make this clear to You before starting work on the account.
3.7 If for any reason we receive monies from you and are unable to credit it to your account as it appears as an unknown deposit. We will: make all reasonable efforts to identify the originator of the funds, but, in the event that we do not manage to identify the depositor and no one is forthcoming with proof of payment within 6 months from date of deposit. Back2credit shall move the deposit to our account and treat as our funds. We will be under no obligation to return these funds once moved.
[H2] 4. How We handle your money
4.1 All payments that back2credit receive from You in Cleared Funds will be paid directly into our Client Account. The only payments which Back2credit will make out of our Client Account are: (a) payment of our Fees; and (b) payment of the Monthly Repayments to your Creditors in accordance with the Payment Programme; and. (c) Any other payments as instructed or agreed with You.
4.2 Back2credit will distribute the Monthly Repayments amongst your Creditors in accordance with the Payment Programme normally within five working days of receipt of the Monthly Payment from You in Cleared Funds. If there is a delay in any payment which is not beyond our control, Back2credit shall take the appropriate action to put You in the position You would have been in if the payment had been made within five working days in Cleared Funds and shall make good any additional interest which has accrued and any default charges that have been applied to the account as a result of the delay.
[H2] 5. What We won’t do
5.1 Back2credit cannot lend You money or offer You any credit facilities.
5.2 Back2credit will not usually provide the Services in relation to secured credit (such as hire purchase arrangements, secured loans and mortgages), rent (including rent arrears), utility bill payments (including arrears), council tax payments (including arrears) and other similar debts.
5.3 Back2credit are not solicitors and cannot give You any legal advice.
5.4 Back2credit will not arrange for anybody to attend any court hearing on your behalf unless Back2credit specifically agree with You to do so, and if so Back2credit will charge an additional fee for such service as agreed with You in advance of the court hearing.
5.5 Whilst Back2credit will attempt to agree revised payment terms with your Creditors in accordance with section 2, Back2credit cannot stop your Creditors from continuing to charge You interest and other charges, or from continuing any current, or bringing any future, recovery proceedings against You if they want to do this.
[H2] 6. What You will do
6.1 You will provide Back2credit with full, accurate details relating to your finances This will include your net income, outgoings, Creditors and dependants and You will also provide Back2credit with details of any outstanding judgments against You or any actual or threatened court proceedings. You will, where possible, send to Back2credit copies or originals of documents to confirm these details.
6.2 You will make the agreed Monthly Payments to Back2credit in accordance with the Payment Programme.
6.3 You will sign any necessary forms of authority or documents to allow Back2credit to negotiate on your behalf with your Creditors.
6.4 You will send Back2credit originals or copies of all correspondence You receive from Your Creditors so that Back2credit can deal with them on your behalf. If originals are provided Back2credit can only return them to You if You request this prior to posting the to Us
6.5 During the Term You must not make any payments directly to your Creditors unless You have notified Back2credit in advance that You propose to do so and Back2credit have agreed that the payment can be made. Back2credit will not withhold our agreement for you to do so unless we have good reason to.
6.6 You must tell Back2credit if your circumstances change if (a) You are or may become unable to maintain the level of Monthly Payments or (b) if there has been an improvement in your circumstances and You are able to increase your Monthly Payments.
6.7 During the Term You must incur no further debts, whether on credit or otherwise, other than those relating to your normal living expenses.
6.8 On rare occasion your Creditors may not provide Us with balances of your accounts due to their own company procedures. If these circumstances arise then You will be required obtain this information for Us and supply us accordingly. Back2Credit will make every reasonable attempt to prevent Your need to contact creditors directly.
6.9 We cannot be held responsible for any legal action taken against you by your Creditors as a result of fraudulent or incorrect information provided by You at the time of acquiring a loan, HP agreement, credit card or any other form of credit.
6.10 Non-contact from You will not be considered cancellation of the agreement. If any funds are owing to you then written confirma

Within this privacy policy, we have set out how we will use your personal data to provide our product or service to you.
[H3] What information do we collect?
The information we collect from you depends on the product or service you apply for, or the service that we provide to you. We will only collect information that we actually need, or where we are required to collect the information to enable us to perform our legal, regulatory or contractual obligations necessary to provide you with the products or services, or where we have your permission.
This will likely include the collection of:
your personal details (e.g. name, date of birth)
address details
contact details (e.g. phone number, email)
special personal information* (e.g. health information)
financial information
employment information
information on how you use our website(s) and products and services
[H3] Special personal information
Data protection law defines some personal information as “special categories of data”. This includes information about physical or mental health, sexual life, religious beliefs, race or ethnic origin, political opinions, trade union membership or biometric data. This information may be necessary to collect when understanding the reason for your financial circumstances, or where it may help us to provide a better service to you. For example, a period of ill health could have caused you to fall behind with your regular payments to your creditors.
Where we need to collect and process this type of data about you, by providing this information to us you give your explicit consent for us and any other third party to process this special data as set out in this privacy policy, unless we have a legal obligation to process this type of data.
Any personal information about you relating to criminal convictions or offences may only be used by us when authorised by law.
[H3] Information about other people
If you provide personal information about someone else, for example when a joint application is made, you must do so with the permission of the other person. If you enter into a service jointly with another person (for example, linked Individual Voluntary Arrangements), your personal information and any information about the service provided to you will be shared with the other person.
We will use the personal information about the other person in the ways as described in this privacy policy.
[H3] How do we collect your personal information?
We collect your information in a number of ways.
When you make an application or enquiry to us either by phone, email, our website, by a third party or by any other means
Information received from a third party, for example a creditor providing information about an account you hold with them, or where you have previously agreed for your information to be shared with us, for example, if you have been introduced to us by another company
When you participate in market research, competitions and promotions provided by us, or on our behalf
By adding reviews or interacting with us using social media such as Twitter or Facebook etc
When you use online platforms, such as an online portal
When we may need to obtain up to date information about you to meet our legal or regulatory obligations
Where you have given permission for your information to be provided to us.
[H3] How do we use your personal information?
We can only use your personal information where it falls into one or more of the following categories:
it is necessary to enter into or fulfil a contract we have with you;
you have provided your consent;
we have a legal or regulatory obligation to do so;
it is necessary to carry out a task that is in the public interest;
it is necessary to protect your vital interests; or
it is in our legitimate interest to do so and it is not against your rights.
[H3] Initial Application/Advice
Where you make an application or enquiry for one of our products or services, we will use your information to provide you with appropriate information about any solutions we may be able to offer to you. If you cannot provide this information, we may not be able to progress with your application or enquiry.
We may also use this information to contact you about and process your application, for example, sending you an email, text message or letter to welcome you to our services.
We will process the personal data we collect about you for the purposes set out below at purposes for processing your personal data.
After you have made your initial application/enquiry, if you also decide to go ahead with any of the products or services that we offer, the sections below explain how we will also process your data when we provide that particular product(s) or service(s).
[H3] Ongoing Services
Where we are providing you with a debt solution, such as a Debt Management Plan (DMP), Individual Voluntary Arrangement (IVA); Trust Deed, or claims management services or any other financial services solution, we will process your personal information to administer the services we provide. This may include contacting you where we may need further information or sending you updates on the progress of the service(s) we provide to you.
Where we provide ongoing services, we will normally require you to agree to the terms and conditions of the debt solution or service. These will set out how we will provide the services to you and where we will be required, under the terms and conditions, to process your personal information. For example, we would need to share information with your creditors to enable us to set up and administer a Debt Management Plan.
[H3] What services do we provide?
Debt Counselling
Debt Management Plan
If you enter into a Debt Management Plan (DMP) it will be provided by Back2Credit. The information below specifically explains how and why your personal data will be used so that the services can be provided to you.
[H3] What personal data will we need to collect?
To be able to provide our services we will need to collect certain categories of personal data. This will include:
Contact Details: Your full name, address, contact number, e-mail address etc. We need this so that we can keep you updated on the progress of your DMP and contact you when necessary. We also need this information to draft your proposal to creditors.
Personal & Financial Details: Your date of birth, gender, any previous names that you were known by, your living arrangements, employment details, details of any dependants, creditor details (including the names of your creditors, reference numbers and balances), details of any assets you hold and your payment information. We need this so that we can decide whether a DMP is appropriate for you and so that we can draft and send a proposal to your creditors.  Once you enter into a DMP, we need this information to ensure that we can collect payments and take any changes in circumstances into consideration when administering the DMP.
Income and Expenditure: Details of your financial position including all sources of income and your household expenditure. We need this so that we can draft your proposal to creditors and set the correct level of payments to be paid into your DMP.
Special Personal Data: In some circumstances, we may need to collect special personal data however we will not do so without express consent from You and we will only do so where it is necessary for the purposes of assisting with your financial situation.
Creditor Reference Agency Data: We will ask for your consent to obtain information from a credit reference agency to obtain information about your financial situation, including information about your creditors, their status, outstanding balances and account numbers. We will also use this information to confirm your identity and to comply with anti-money laundering legislation.
Call Recordings, Chat Logs and E-mails: When you contact us by telephone, your call may be recorded for training and monitoring purposes. We also keep any e-mail correspondence and online chat logs to help us to manage your DMP.
[H3] Who will the data be shared with?
Your Creditors and their Representatives: Your personal data will be shared with your creditors, their agents, debt collectors, bailiffs and solicitors dealing with the debts. This is key to allow us to provide the service we have agreed to provide you and also ensures that we comply with our regulatory obligations.
Our Regulators: From time to time we may have to share your information with regulatory bodies. These include the Financial Conduct Authority, the Information Commissioners Office or any other regulatory body or authority who may request certain information as part of their supervisory role. We are under legal and regulatory obligations to provide this.
IT Providers: We use third-party software companies to help manage your data. These include:
HubSolv, a case management system.
Partnerlink Technologies, a case management system.
CashFlows, a payment processor.
Telephony companies, so we can communicate with you.
External printing company, who print correspondence that we send to you.
These companies help us to provide our services to you. We have contracts in place with all providers to ensure that they comply with their data protection obligations and ensure that they have appropriate security measures in place.
Other Third Parties: We may also share your personal information where we have your consent to do so, or where we are required to do so under a legal or regulatory obligation, for example where we are required to do so by a court order, the police, local authorities or the courts or in the event that your contact details require to be updated and you cannot be traced. We might share some of your information with the emergency services if you are in any immediate danger.
Other solution providers: When providing Debt counselling, it may be apparent that you qualify for and would benefit from a solution that Back2Credit does not supply such as an IVA. In these cases we would share your data, with your express consent, with appropriate service providers such as IVA practitioners.
[H3] Automated Decision Making:
An automated decision is one which we rely on a computer or system to assess the information you provide to us to make a decision about you. This may include:
assessing your eligibility for a product or service, for example a credit check for a credit card or loan application
detecting any fraudulent activity which may be taking place, or there is a risk that it could take place
checking identity and residency statuses
If we do make an automated decision about you, in some cases you have the right to ask that we do not make our final decision based solely on the automated decision, and you can also object to the automated decision and ask that someone reviews it. If you want to do this, you’d need to contact us, or use the contact information which will be provided to you once you’ve received the automated decision.
[H3] How we may contact you about the services and products we provide:
To help us keep you up to date about the products and services that we provide to you, and to ensure that you are kept fully informed, we may contact you by letter, telephone, email, text message, push notifications, social media or may send you messages by any online customer platforms or other electronic means.
If you start an application for a product or service through us, we will attempt to contact you shortly after if you were unable to complete your application for any reason.
If you do not want to be contacted in a particular way then you can request this at any time, but if we are providing a service to you, we do need to be able to send you communications. This can often be due to a legal or regulatory requirement.
It is important that you keep us up to date when you change your contact details to ensure that we use your up to date contact information.
[H3] How long do we keep your data?
If you do not go ahead with any product or service with us, your personal information will normally be deleted after 12 months unless we have another reason to keep your personal information, for example, if you have given your consent to receive marketing information from us. We will delete your information sooner if you ask us to.
If you become our customer by entering a debt solution, we will keep your data to ensure that we provide you with our services and comply with our legal and regulatory obligations. Your data will be stored for 6 years from the date that we cease to provide you with our services. We cannot delete this data if you ask us to because we are required to keep it by law. After this time, we will delete the information or anonymise the data so that it cannot be linked back to you.
[H3] Other purposes for processing your personal data:
Websites, marketing and promotions
To help us understand you better and provide you with information about other products and promotions which may be suitable and relevant, we will use your personal information to create a profile of you and your circumstances. This allows us to provide more relevant, accurate and tailored services to you. For example, we may assess your income and expenditure to determine whether you would be eligible for a debt solution through us or whether another solution becomes available and may be more suitable whilst you are a client. We believe we have a legitimate interest to do this and that it is not against your rights.
However, if you don’t want us to profile your personal information this way, to then better enable us to tailor any marketing communications to you, you can contact us to let us know that you wish for your personal data not to be used in this way.
Reviews and Market Research
Where we have a copy of your personal information we may contact you to ask you to provide a review about the services you’ve received or where we are carrying out market research which may help us design future products and services or to help improve our current services. Although this information would really help us, you wouldn’t be required to provide us with this information unless you were happy to. We consider that this is in our legitimate interests to contact you in this way for market research purposes.
Legal or Regulatory Obligation
We are required to process your personal information where we have a legal or regulatory obligation to do so, for example, to adhere to anti-money laundering or our regulatory obligations.
Responding to complaints or enquiries
If you make an enquiry or complaint with us, we will use your personal information to investigate the complaint and deal with your enquiry. We have a legal and regulatory obligation to deal with your complaint appropriately.
Internal Analysis
As part of our legitimate interest to develop our business and our products we will use your personal information to assess our performance as a business and for statistical analysis. W