FAQ

FAQ

Debt Advice

Here you can find answers to questions that you may have following contact from Burlington. Our aim is to work with individuals in a constructive manner to help resolve debt issues. If you have any questions that are not answered below, please contact a member of our Client Services Team on 0330 900 8000.

Who are Burlington?

Burlington are a Asset repossession specialist; recovering our clients assets (both Moving and non-moving) from customers on behalf of Creditors.

What have you been instructed to do?

The reasons for our instruction can vary; however, we will usually be instructed on behalf of a creditor to discuss the return of a motor vehicle, asset or liability you currently have.

Who has instructed you?

We receive instructions from a number of different creditors, creditor we are instructed by will be clearly highlighted on the letter we left for you at your address. Including captive, non-captive & solicitors We also receive instructions from solicitors or agents acting on behalf of creditors. Should you be unsure who this creditor is, please contact us on 0330 900 8000.

Does Burlington apply costs/charges?

Our charges vary depending on the circumstances of our instruction. You may be liable under contract with the creditor to pay costs/charges if you have breached the terms of your agreement (usually terms relating to non-payment).

Does Burlington apply interest?

No

How can I contact Burlington?

To contact Burlington, simply call 0330 900 8000 or email mail@burlingtongroup.co.uk. If you have received a calling card from us, it will help if you can quote the reference number on the card.

If you would prefer for us to call you please complete a call back request.

How do I identify a member of Burlington Enforcement Agent?

All of our Enforcement Agents carry Burlington photo ID cards, which they will show you upon arrival. If identification isn’t volunteered, you should request it. Their ID cards have photos of the Agents, along with their full name, job title and a contact number, which you can use to verify identity.

Our Enforcement Agents will usually carry a letter of authority from our client and/or some other verification of the debt. If you have any concerns about the identity of the person who has visited you or the terms of our instruction, you should contact us on 0330 900 8000.

Why did the creditor not contact me?

It is likely the creditor has tried to contact you to discuss missed payments. In most cases, this will be by letter and telephone. Burlington are generally instructed where the creditor has been unable to establish contact with you or where the creditor wants us to repossess an asset attached to the finance agreement you had with them.

How have you located my current address?

Our clients provide us with address and date of birth information at the time of instruction. We also use registered credit reference agencies to search for further addresses. If you have signed an agreement with a bank or lender, it is most likely that you will have consented to the use of credit reference agency checks at the time of signing the agreement. If we are supplied with address data by a credit reference agency for the purposes of contacting a defendant under a judgment, the disclosure of that data is lawful insofar as it is supplied for the purpose of, or in connection with, legal proceedings (or prospective legal proceedings).

Tracing is conducted in accordance with Credit Services Association guidance and information (personal data) is processed in accordance with our obligations under the General Date Protection Regulations 2018 (as amended).

Why should I speak to you?

It is in your best interests to speak with us so we can help you to agree a repayment plan that will clear your outstanding debt and cease any further enforcement action against you. We are usually an intermediate step in collection of a debt and the creditor may decide (if they have not already done so) to take further legal action against you if we are unable to resolve the situation.

If you would like to make a payment, you can contact us on 0330 900 8000 to discuss the options available.

Please note that we may need to seek authority from the creditor before entering into a payment arrangement with you.

Where can I get a copy of my credit file?

You can use Experian or another credit reference agency to access your credit file. Experian currently offers a 30 day trial for new customers; see their website for more details and full terms and conditions.

Where can I go for help and advice?

You can contact our team to ask any questions you have regarding the action we have been instructed to take; or to discuss a repayment plan. To speak to a member of our team call 0330 900 8000.

You are contacting me about a debt that I don’t believe is mine, what can I do?

If you believe that you are not responsible for the debt in question, please contact us on 0330 900 8000 and we will do what we can to verify the debt with you or contact our client.

The person Burlington are looking to contact no longer lives at my address or has never lived at this address

If we have visited your address in error, please don’t worry. Whilst we do what we can to verify address information that we are supplied by credit reference agencies, there are occasions when the information we are supplied is incorrect. We would encourage you to contact us on 0330 900 8000 and we will carry out further verification.

Why have I had my goods seized by Burlington?

If you have had goods seized by Burlington, it will be because there you have outstanding arrears on a finance agreement relating to those goods.

What should I do now?

It is important that you make contact with us so we can discuss everything with you and advise you on next steps. To contact us please call 0330 900 8000.

We understand and appreciate that speaking with a stranger regarding your finances and outstanding debt can be difficult, but we deal with this daily and our experienced team are here to help you reach an affordable and realistic solution. If we don’t hear from you there’s a good chance that the creditor might seek to escalate the matter further.

What happens if you don’t hear from us?

If you are waiting to hear from us and for some reason you haven’t, please get in touch with us by calling call 0330 900 8000.

How do I make a payment?

Payments can be made via bank transfer, smaller payments can be made via debit or credit card on our secure web payment process. We do not take payment over the phone.

I’m not sure how much can I afford to repay…

To work out how much you can afford to pay, use our Online Budgeting Tool. Then, once you have completed it, send a copy to us at mail@burlingtongroup.co.uk to help us understand your finances and see how much you can afford each month.

Important info

You must quote your reference number, or we may not have enough information to update our records to show you’ve made payment.

If we can’t tell which account, customer or client a payment is for, we will hold the money (called an ‘unattributed payment’) in suspense for up to 180 days. This means we won’t touch it for that time. After that time, we may keep this money.

If a customer later shows us proof that they made an unattributed payment, we will apply it correctly or refund the customer.