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Customer FAQs

What is fredpay.com?

fredpay.com is the online account management site for Fredrickson International Ltd.

More than 30,000 of our customers enjoy the freedom of managing their accounts online 24 hrs a day, 365 days of the year, why not join them?

Registering your account with us will allow you to manage your account online without the need to speak to us:

  • Make an offer to repay via instalments
  • Make online card payments
  • Find your nearest payment locations to pay in person
  • Complete a budget planner online
  • View your account statement
  • Communicate with us via a secure e-mail link

Why not register now to enjoy these benefits?

Who is Fredrickson International Ltd?

Fredrickson International Ltd is an industry leading Debt Collection Agency (DCA), operating in the UK. Our clients include many of the largest, most respected companies and organisations in the UK. We have won numerous awards for our customer centric approach.

We are members of the Credit Services Association (CSA) and are authorised and regulated by the Financial Conduct Authority in respect of consumer credit regulated accounts.

We are PCI-DSS compliant for payment security and are registered with the Information Commissioners Office for Data Protection.

We are ISO27001 certified for Information Security.

Is it expensive to call you?

We use non-geographic 0345 numbers to minimise any disruption should our local telephone exchange fail. Calls to our 0345 numbers cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages.

Will I be on hold for a long time when I call you?

Our daily average call holding time is less than 1 minute. You will not be required to choose any options from menus when calling us in order to connect you.

Do you have any certifications?

Fredrickson International Ltd is authorised and regulated by the Financial Conduct Authority in respect of consumer credit regulated accounts. We are ISO27001 certified for Information Security. All staff undergo intensive induction training, experience regular update training and benefit from annual refresher training.

Where are you based?

Fredrickson International Ltd operates exclusively in the UK. Our contact centre is UK based and collectively our staff speak more than 20 different languages. Our Head Office is also in the UK. Fredrickson International Ltd is registered in England, Company Number 2679522.

Ethics

How do I make a complaint?

We know that sometimes things can go wrong and we want to give our customers the best possible service. Letting us know when you are not happy helps us to put it right and learn from it.

When you make a complaint our promise is to:

  • treat your complaint fairly, sensitively and promptly
  • try to resolve complaints straight away, when you first contact us
  • keep you informed of our progress

How to make a complaint

  • By telephone: 0345 543 9907 or visit Contact us
  • By email: info@freds.com
  • By secure message: via www.fredpay.com (you will need to be registered to use our secure messaging service)
  • By post: write to Customer Relations at the address below

    Fredrickson International Limited
    PO Box 990A
    Surbiton
    KT1 9YX

A copy of our internal complaints procedure is available here.

On occasions where we are unable to resolve your complaint straight away we will send you a written acknowledgement within five working days. We will also keep you informed on our progress until your complaint is resolved.

If you are unhappy with our response

For instances where we are unable to agree on a resolution, or if eight weeks have passed since you first raised your concern, you have the option to refer the matter to the Financial Ombudsman Service.

For more information about the Financial Ombudsman Service visit:
Website: www.financial-ombudsman.org.uk

Or contact them:

About the Financial Ombudsman Service

The Financial Ombudsman Service is a free service set up to help resolve individual disputes between customers and businesses providing financial services in the UK.

I want to find out more about you?

For more information about us, please visit our corporate site.

What methods of payment do you offer?

We accept a wide range of payment methods including:

  • Debit and Credit Cards (including recurring payments/continuous authority)
  • Direct Debit
  • Bank Transfers
  • Bankers Drafts
  • Standing Order
  • Cheque
  • Postal Orders
  • Barcodes
  • Mobile Phone Recycling

You may make payments on-line by debit or credit card. If you wish your payment to be automatically debited from your card weekly, fortnightly or monthly, pleasecontact us to set this up.

If you do not have a bank account please contact usand we may be able to provide you with an alternative payment method. Payment barcodes for use at the Post Office and PayPoint/Payzone outlets may be sent to your mobile phone by SMS and received by you instantly.

Most people find that recurring card payments or Direct Debit are the most convenient methods, as payment will be debited automatically on your preferred date without any further action being required.

I believe that I have already paid off this account

There may be occasions where we have not been made aware an account is paid. The most common reason is that a payment has been made very recently; either directly to our client, to a third party debt collection agency (DCA) or to a debt management company. While we will normally be notified of this very quickly, we recognise that it can be distressing to receive further demands for payment in these circumstances. Please contact us to let us know the details so we can verify this with the 3rd party concerned and not contact you further.

It is advisable to retain proof of payment on any account subject to default. If you have an account registered on Fredpay you can access and print off a statement on your account. Please remember to quote your reference number when making a payment.

I am in Dispute with your Client in respect of the monies owed

All clients of Fredrickson International Ltd will endeavour not to refer accounts which are subject to an ongoing complaint, however on a rare occasion this may happen. Please inform us of the current situation and we will make contact with the client on your behalf to clarify the situation. All of our clients have complaints procedures that should be followed in the event of a problem. Furthermore, if you follow this procedure but disagree with or do not receive a final response, there is recourse to the relevant consumer regulator.

For Credit or Finance bills this is the Financial Ombudsman Service

For Mobile Phone or Internet bills it is Ombudsman Services (Communications) or CISAS according to supplier

For Gas or Electricity it is Ombudsman Services (Energy)

For Water it is The Consumer Council For Water

It is rare that any of these organisations will accept a complaint without it having first gone though our client’s own complaints process thus allowing them the chance to investigate it. If you have failed to do this, or your complaint has already been rejected, then unfortunately it is likely that we are being instructed on the basis that our client considers you liable for the outstanding amount.

If you have any questions on why we have been instructed to pursue you for a debt, please contact us.

I believe the account was opened by someone else without my knowledge or consent

Unfortunately fraud and identity theft is ever increasing. If you do receive a contact from us for an account that you do not believe was opened by you, you should contact the client company and the Police as soon as possible. Our clients will investigate the matter and may sometimes require you to provide a crime number via the Police or sign a disclaimer. Fortunately the number of fraudulent accounts passed through to us for debt recovery is extremely small. If you do believe that we have been passed your account incorrectly then please call us and provide details. We will then normally contact our client to confirm that the correct reporting procedure was followed or to allow them to investigate the matter more fully.

If you have any questions on why we have been instructed to pursue you for a balance, please contact us.

I believe that I have made payments to you that are not reflected on my balance

There may be different reasons for us not applying a payment you believe has been made to your balance.

Credit/Debit card payments should be applied to your balance immediately.

Direct Debit arrangements may be cancelled if 2 consecutive payments are dishonoured. We do not believe risking further bank charges for failed direct debits is advisable for those in debt. We will always write to you if your direct debit is cancelled. Please check your bank statement to confirm cleared payments.

Bank Standing Orders/Bank Transfers

Please note that for Standing Order Payments and Bank Transfers, there may be a delay of up to 5 working days between your payments leaving your account and being received by us. Please allow plenty of time for payment to reach us, you may find setting up a Direct Debit Mandate to be more beneficial. If you fail to provide our reference number to you bank or online when setting up the instruction, then we may receive your payment but not be able to allocate it to your account. Pleasecontact us with details so we can correctly apply it. Please ensure your reference number accompanies all payments.

Cheques/Bankers Drafts/Postal Orders

All cheques, bankers’ drafts and Postal Orders should be sent with your name and reference number clearly on the back. You should allow at least 4 days postage for your payment to arrive by its due date. If your payment is not showing on your account statement then please contact your bank or post office to find out if your payment has been cashed. If it has not been cashed then it may be necessary to resend the payment. Always retain the counterfoil when purchasing a postal order until your payment is confirmed as received.

If your bank states that your payment has been cashed by us, but is not showing on your statement; then please contact us. Usually the reference number was either missing or unclear. You may be asked to provide details of the cheque such as the cheque number, issuing bank and holding branch. In exceptionally rare cases it may be necessary to obtain a copy of the cheque from your bank.

Post Office/Paypoint/Payzone Payments

Always retain your payment receipt as proof of payment should it be required in the event of any discrepancy. Your payment should be viewable on your account statement in about 2 working days.

Even though all post received by Fredrickson International Ltd is opened in a secure area with more than one member of staff present, please do not send Cash through the post - it is not safe to do so.

Do I have more than one account?

In the current economic climate it is not uncommon for us to have customers with multiple accounts. Please ensure that you are up to date on your payments on all of them. It may be the case that you have made a payment to us for one account but we are contacting in respect of another. Please contact us to check the status of your accounts or log on/ register here to manage your accounts on-line.

What do I do if I am ill or suffering from a mental health issue?

We do not wish to cause unnecessary stress to anyone, especially those who may be suffering from illness or a mental health problem. If we are made aware of your circumstances then we are able to work with you in a way that best suits your situation. Please contact us and let us know. We will do all we can to be sensitive and sympathetic to your situation, though in some cases we may require evidence to be provided.

With your permission we may be able to deal with someone else acting on your behalf

We do accept the Debt and Mental Health Evidence Form from the Money Advice Liaison Group which is specifically designed to help those with mental health problems when dealing with debt matters.

I have moved house or changed contact number-what should I do?

It is important that you keep your creditors updated with your address and contact number. If you are moving please contact us or logon/register here to inform us of your new contact details. We will then inform our client of the new address automatically so they can update their records accordingly.

Why do you ask me identification questions on every call?

Fredrickson International Ltd is registered with the Information Commissioner’s Office for the purposes of Data Protection. It is important we know we are talking to the account holder about their account and not someone else who is not authorised to discuss it. This keeps your information private. We understand that some people can be wary about confirming details over the phone. All our staff will clearly identify where they are calling from. Unfortunately we cannot confirm why we are calling until the identification questions have been confirmed. Remember, we will generally only call you when necessary. If your account is in order this will not be required. Please contact us if you have any questions about your account.

Are all calls recorded when I phone you?

In line with most companies operating a professional contact centre, calls may be recorded for training and quality monitoring purposes.

How will you use my personal data?

All personal data is processed as stated in our privacy policy in accordance with the principles of the Data Protection Act 1998.

How do I authorise a third party to deal with my account?

If you wish a friend, relative or 3rd party advisor to act on your behalf when discussing your account with us, you will need to send us your signed authority.

We can accept authority over the telephone once you have completed a data protection check. All authorised parties with then be required to complete our data protection checks on subsequent calls. Additional security in the form of a password can be set up.

What do I do if I have forgotten my on-line password?

If you have forgotten your password and cannot access your account, please contact us so your password can be reset. You will then need to re-register on Fredpay to access your account on-line.

Are payments by debit/credit card secure?

Yes - we do not store any sensitive card details on our system. We use a PCI-DSS Level 1 compliant payment processor to process all our debit and credit card transactions. The Fredpay website is hosted on a secure server and on most modern web-browsers a padlock icon will appear next to our domain address which begins https://

What does having a default on my credit file mean?

If you have failed to maintain your contractual repayments and your debt has been passed to us then it is likely that a default has been registered on your credit file. This could make obtaining credit in future more expensive or difficult. The default will normally remain on your credit file for six years but will be marked as satisfied once the debt has been paid. This will be visible to any prospective lender.

County Court Judgments will also appear on your credit file as Credit Reference Agencies obtain information from the Register of County Court Judgments.

We have included links to the 3 main Credit Reference Agencies and the Registry Trust in the independent help section. This will help you to view your own credit file.

Why is it beneficial to improve my credit rating?

Unsatisfied defaults and judgments can make borrowing both difficult and more expensive. Perspective lenders may believe that you present a potential credit risk. This may make it more likely for you to be declined when applying for Mortgages, loans, credit cards and even mobile phone contracts.

Even if you have no intention in applying for credit in the future, adverse credit may affect tenancy applications as letting agents carry out credit checks to try to ensure a tenant will pay rent reliably. There may also be restrictions on certain forms of employment, for example in the financial sector if you have a county court judgment on your credit file.


Please note, although Fredrickson International Ltd have taken care to provide you with links to reputable and independent sources, we are not responsible for their content or any subsequent advice that you may receive.