Customer Service

Equita is a people business. So for us, customer service isn't just something we do - it's who we are.

We never forget that, while our primary duty is to achieve our clients' objectives, we're working with real people – people who are going through a tough time personally and emotionally, as well as financially. Everything we do is designed to make paying their debts as easy and hassle-free as possible, so our clients get their money, and customers can get their lives back on track. To make it happen, we constantly invest in our facilities, our technology and our people.

Customer Contact Centre

Our contact centre allows debtors to call us free or at local rates seven days a week, supported by a call-back service with a two-hour target response time. Our Interactive Voice Response (IVR) system can take secure card payments over the phone 24 hours a day, seven days a week.

Technology is only as good as the people operating it – and ours are the best in the business. Every member of our team undertakes NVQ-accredited training in Customer Service Excellence, Equalities, Diversity Awareness, Debt and Welfare advice. We also have bilingual operators available to translate and interpret where required.

As well as the phone, debtors can contact us, get advice and make payments via:

  • This website
  • Letter or fax – we reply individually to all correspondence within three working days
  • Debt Advice Hotline
  • Enforcement agents and collection officers during home visits
  • Our Home Visits Appointment Service – we make FREE home visits to debtors with disabilities and other mobility problems

We also set up local surgeries within central council areas, giving debtors the chance to meet us, make payments and arrangements, discuss their case and ask questions face-to-face.

Payment methods

To make payment as easy as possible for as many people as possible we offer a range of payment methods, all entirely FREE to the debtor. They include:

  • Paypoint
  • Cash
  • Cheque
  • Bankers Draft/Building Society Cheque
  • Postal Order
  • BACS
  • Credit Card
  • Direct Debit
  • Girobank
  • WAP
  • Barclays Pingit App
  • PayZone
  • Android 'Payment App'