Capquest: who they are and how to deal with them
Had a letter, call or text from Capquest? Here is who they are, whether you have to pay, what they can and cannot do, and the letters that put you back in control.
Applies to: England & Wales (Scotland and Northern Ireland differ)
What to do now
- Check the letter: is Capquest collecting for someone else, or has it bought the debt?
- If you do not recognise the debt, ask for proof before paying.
- If it is yours, reply with an affordable offer — never agree to more than you can keep up.
Who are Capquest?
Capquest collects defaulted debts and active credit accounts for banks, high street lenders, card companies and motor finance providers, offering payment plans and an online account. Intrum took over Capquest’s servicing business in 2023, and the company has been owned by Intrum AB since May 2025.
| Legal name | Capquest Debt Recovery Limited |
|---|---|
| What it is | Debt collection agency |
| Group | Intrum Group |
| FCA firm reference number | 721513 (Authorised) |
| Companies House number | 03772278 |
| Trade body | Member of the Credit Services Association |
| Debts it commonly deals with | credit cards, loans and motor finance |
| Official website | https://www.capquest.co.uk/ |
It is listed on the FCA Financial Services Register with firm reference number 721513 (Authorised) — check its current status on the register before you pay. You can check any firm on the FCA register.
Is Capquest a scam?
Capquest is a real, established debt collection agency. Scammers do sometimes copy the names of real collectors, so if a message seems wrong, do not use the phone number or link in it. Find the firm’s contact details yourself, from its official website or the FCA register, and ask it to confirm the debt in writing. A genuine collector will put the details of the debt in writing.
Do I have to pay Capquest?
A collection agency like Capquest usually collects for the original creditor, which still owns the debt. Paying Capquest under an agreed arrangement counts as paying the creditor. You still only have to pay a debt that is genuinely yours, for the right amount.
- If you do not recognise the debt, or the amount looks wrong, ask for proof before paying — prove the debt or make a CCA request for a copy of the agreement.
- If you have not paid anything or acknowledged it in writing for six years (five in Scotland), and there has been no court claim, it may be statute-barred.
- If it is yours but you cannot afford what is being asked, offer what you can — the Offer Pack works out a fair amount and writes the letter.
What can Capquest do?
Capquest can
- Write to you, call and text at reasonable times
- Ask you to pay or make an arrangement
- Pass the account to solicitors
- Take you to court for a County Court Judgment
Capquest cannot
- Send bailiffs or take money from your wages without a court order first
- Come into your home, or take your belongings
- Contact you excessively, threaten you, or pretend to have powers it does not have
- Discuss the debt with your family, neighbours or employer without your permission
In Scotland and Northern Ireland the court steps are different — see Scotland and Northern Ireland.
Collectors are not bailiffs. Only after a court judgment that is not kept to can a creditor ask the court for enforcement such as County Court bailiffs or an attachment of earnings. How the debt collection process works.
How to deal with Capquest
- Open every letter and note the reference number. Add any dates to the deadline planner.
- Check the debt is yours and the amount is right.
- Ask for contact in writing if calls are too much — the writing-only letter.
- Do not agree a payment on the phone that you cannot keep. Work out your budget first with the budget calculator.
- Ask for 30 days’ breathing room while you get advice — firms should give you reasonable time.
- Keep a record of every contact in the contact log.
Contacting Capquest
Use the contact details on Capquest’s official website: https://www.capquest.co.uk/en/contact-us.html. My Debt Cleared is not connected with Capquest. We are an independent information site; we cannot see or change your account.
Complaining about Capquest
Complain to Capquest first, in writing. If you are not happy with its final response, or it has not replied within eight weeks, you can take a complaint about a regulated debt collector to the free Financial Ombudsman Service. If contact has crossed the line, read creditor harassment and use the harassment complaint letter.
Sources for this page
- www.capquest.co.uk/
- find-and-update.company-information.service.gov.uk/company/03772278
- find-and-update.company-information.service.gov.uk/company/03772278/persons-with-significa
- www.csa-uk.com/member-directory/capquest-debt-recovery
- www.intrum.com/investors/financial-info/mergers-acquisitions/
You never have to pay for debt advice. MoneyHelper (government-backed), StepChange, National Debtline and Citizens Advice all give free, confidential advice with no obligation.
Common questions
Is Capquest legit?
Yes, Capquest is a real debt collection agency on the FCA register (FRN 721513). Scammers sometimes copy real firms, so contact it using details you have checked yourself, not ones in an unexpected message.
Do I have to pay Capquest?
Only if the debt is genuinely yours and the amount is right. If you do not recognise it, ask for proof in writing before you pay. If it is yours but unaffordable, offer what you can afford.
Can Capquest send bailiffs?
No. Capquest cannot send bailiffs or take money from your wages unless a court judgment has been made against you and not kept to.
Can Capquest take me to court?
Yes, if you owe the debt and do not reach an arrangement, Capquest or the creditor it acts for can take court action. Before it does, it must send a letter of claim giving you 30 days to reply.