Change Finance

Received a letter or call from Change Finance? This guide explains who they are, why they’re contacting you, your legal rights, and what to do next.

Who Are Change Finance?

Change Finance (previously known as Phoenix Commercial Collections) is a debt collection agency based in Chester. They collect debts on behalf of other companies, typically purchasing debts or acting as agents for the original creditor.

Company Details:

• Company Number: 12335963
• Registered Address: 1 Hunters Walk, Canal Street, Chester, CH1 4EB
• FCA Status: Should be authorised by the Financial Conduct Authority

Important: Change Finance are debt collectors, NOT bailiffs. They have no legal power to enter your property or take your goods.

They may be contacting you because:

• A company has sold your debt to them
• They’re collecting on behalf of the original creditor
• Your account has been passed to them for recovery

Contact Details

Change Finance Limited

1 Hunters Walk Canal Street Chester CH1 4EB

Company Number: 12335963

What Debts Do Change Finance Collect?

Change Finance typically collect:

• Consumer credit debts (credit cards, loans)
• Utility bills (gas, electric, water arrears)
• Telecommunications debts (mobile phones, broadband)
• Financial service debts (overdrafts, catalogues)
• Retail credit (store cards, buy now pay later)

Your Legal Rights

Change Finance MUST:

• Tell you who the original creditor is
• Provide proof of the debt if you request it in writing
• Treat you fairly under FCA regulations
• Accept reasonable payment offers
• Give you time to seek debt advice
• Respect your communication preferences
• Handle your data according to GDPR

Change Finance CANNOT:

• Pretend to be bailiffs or enforcement agents
• Threaten legal action they don’t intend to take
• Harass you with excessive calls or letters
• Contact you at unreasonable times (typically before 8am or after 9pm)
• Discuss your debt with third parties
• Add unreasonable charges to the debt
• Enter your property - they are NOT bailiffs
• Seize your belongings - they have no such powers

How to Respond to Change Finance

Step 1: Don’t Panic

A letter from a debt collector is not a court summons. You have time to consider your options.

Step 2: Verify the Debt

Before paying anything:

• Request written proof of the debt
• Ask for the original credit agreement
• Check your own records - do you recognise this debt?
• Verify the amount - ensure no incorrect charges have been added

They must respond to a written “prove the debt” request.

Step 3: Check If It’s Statute-Barred

A debt may be legally unenforceable if:

• 6 years have passed since your last payment or written acknowledgment
• No County Court Judgment exists for this debt
• You haven’t acknowledged owing it in writing during that time

If statute-barred, inform Change Finance in writing. They can still request payment, but cannot take you to court.

Step 4: Respond Based on Your Situation

If the debt is yours and you can pay:

• Negotiate a settlement - they may accept less than the full amount
• Set up an affordable payment plan
• Get any agreement in writing before paying

If you dispute the debt:

• Put your dispute in writing
• Request full documentation
• Don’t pay until the dispute is resolved
• Seek advice from a debt charity

If you can’t afford to pay:

• Don’t ignore them - this can lead to court action
• Seek free debt advice
• Consider formal debt solutions (see below)

Can Change Finance Send Bailiffs?

Not directly. Change Finance are debt collectors without enforcement powers. However:

1. If you ignore them, they could apply for a CCJ (County Court Judgment)
2. If you don’t pay the CCJ, they could apply for enforcement
3. Only then could bailiffs become involved

Responding early prevents this escalation. Even if you can’t pay in full, communicate to keep options open.

Making a Complaint About Change Finance

If Change Finance have treated you unfairly:

Step 1: Complain to Change Finance

Write to: Change Finance Limited 1 Hunters Walk Canal Street Chester CH1 4EB

Include your reference number and specific details of your complaint.

Step 2: Escalate to the Financial Ombudsman

If not resolved within 8 weeks:

Financial Ombudsman Service

• Website: www.financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Post: Exchange Tower, London, E14 9SR

Step 3: Report to the FCA

For serious regulatory breaches:

• FCA Consumer Helpline: 0800 111 6768
• Website: www.fca.org.uk

Struggling With Multiple Debts?

If Change Finance are chasing you, you may have other debts causing stress. Consider these formal solutions:

Individual Voluntary Arrangement (IVA) - Write off up to 70% of debt with one affordable monthly payment. Legal protection from all creditors. Check if you qualify.

Debt Relief Order - Complete debt write-off for those with low income and few assets.

Debt Management Plan - Reduce monthly payments to affordable levels across all your debts.

Frequently Asked Questions

Are Change Finance legitimate?

Yes. They are a registered company (12335963). Always verify any debt collector before paying - check Companies House and the FCA register.

What happened to Phoenix Commercial Collections?

Change Finance is the new name for what was previously Phoenix Commercial Collections. If you had dealings with Phoenix, Change Finance has likely taken over.

Can Change Finance affect my credit score?

The original debt will already be on your credit file. How Change Finance reports any arrangement depends on the terms agreed.

Should I pay Change Finance or the original creditor?

Check your correspondence. If the debt has been sold to Change Finance, they are now the owner. If they’re collecting on behalf of someone else, clarify who should receive payment.

What if I don’t recognise this debt?

Request proof in writing before paying anything. You need:

• The original credit agreement
• A statement showing how the amount was calculated
• Evidence of how they acquired the debt

Will they stop if I ignore them?

Unlikely. Ignoring usually leads to escalation. It’s better to communicate, even if you can’t pay immediately.

Can Change Finance visit my home?

As debt collectors, they may attempt a visit. However, they cannot enter without your permission and have no power to take any goods. You can refuse to let them in.

Take control of your debt. Use our free IVA calculator to see your options.