If a letter, phone call or unexpected doorstep visit from a company called ResolveCall has arrived without warning, it is understandable to feel uncertain about what happens next. The most important thing to establish immediately is that a field collections agent is not a bailiff — the two roles carry completely different legal powers, and knowing that distinction makes it far easier to respond calmly and within your rights.
ResolveCall is a field collections and tracing agency based in the UK. They are typically instructed by creditors — banks, lenders, utilities, or debt purchasers — to make contact with people who have fallen behind on payments. That contact may take the form of letters, telephone calls, or a visit to a home address by a field agent.
Bailiffs (enforcement agents) are appointed by a court and operate under the Taking Control of Goods Regulations 2013. Debt collection field agents have no equivalent legal powers. A visit from a ResolveCall field agent is not the same as a bailiff visit.
Struggling with managing debt?
Get help with your situation today — confidential and no judgement.
Who Instructs ResolveCall?
ResolveCall acts on behalf of creditors or debt purchasers who have acquired a debt from the original lender. The firm is commonly used in the consumer credit sector — meaning contact may relate to an old credit card, personal loan, overdraft, catalogue account, or utility bill.
In some cases, the original creditor retains ownership of the debt and uses ResolveCall as an outsourced collections resource. In other cases, the debt may have been sold to a third-party debt purchaser, who then instructs ResolveCall to attempt contact on their behalf. Either way, the underlying debt remains subject to the same consumer credit rules.
Anyone who is unsure who ultimately owns a debt, or whether it is legitimately owed, has the right to request written confirmation. Under the Consumer Credit Act 1974, a creditor must provide a copy of the original credit agreement if requested in writing with a statutory fee of £1. Until a compliant copy is provided, enforcement of the debt is treated as unenforceable according to the legislation.
What ResolveCall Field Agents Are Permitted to Do
Any firm involved in debt collection in the UK must comply with the FCA's Consumer Credit sourcebook (CONC). These rules set out clearly what is and is not acceptable behaviour when pursuing a consumer debt. Creditors who instruct third-party field agents remain responsible for ensuring those agents comply with CONC.
Permitted contact
- Sending letters to a last known address requesting the consumer make contact
- Calling by telephone at reasonable times
- Sending a field agent to an address to request a conversation
- Explaining the balance owed and any repayment options available
What is not permitted under FCA CONC rules
- Visiting at unreasonable hours or behaving in an aggressive manner
- Implying powers that are not held — for example, suggesting an agent can seize property
- Contacting an employer, family members, or neighbours without consent
- Continuing contact after a written request for all communications to go through a debt adviser
- Making false statements about the consequences of non-payment
- Applying pressure that amounts to harassment
According to GOV.UK, lenders and their agents must treat customers in financial difficulty with forbearance and due consideration. Where a consumer makes clear they are in financial difficulty, the creditor — and any agent acting on their behalf — must allow reasonable time for that person to seek debt advice before pursuing further action.
A ResolveCall field agent who calls at the door has no legal right to enter a property. Anyone is entitled to speak to them on the doorstep, ask them to leave, or decline to open the door entirely. Refusing entry cannot be used as grounds for any legal action.
Need some help with your debts?
We'll route you to a regulated debt advice firm — no obligation, no judgement.
Steps to Take When ResolveCall Makes Contact
If a letter, call, or doorstep visit is the first indication of a debt — or if the debt relates to a balance believed to have already been settled — there are clear steps to follow before making any payment or entering into any agreement.
Step 1 — Verify the debt in writing
Requesting written confirmation from ResolveCall or the instructing creditor is a reasonable first step. That confirmation should include the name of the original creditor, the account number, the outstanding balance, and the date the debt was last active. This matters because statute-barred debts — those where no payment or written acknowledgement has been made for six years in England and Wales (five years in Scotland) — are no longer legally enforceable under the Limitation Act 1980.
Step 2 — Avoid ignoring all communication
There is no legal obligation to speak to a field agent at the door. However, ignoring all communication about a genuine debt can lead to further escalation. Creditors who receive no response may apply to a court for a County Court Judgment (CCJ), which can restrict access to credit for six years and eventually lead to enforcement action by court-appointed bailiffs — who do carry legal powers that field agents do not.
Step 3 — Consider regulated debt advice
If the debt is genuine and repayment is proving difficult, there are several formal debt solutions that a regulated adviser can explain in full. These include Debt Management Plans, Individual Voluntary Arrangements (IVAs), Debt Relief Orders (DROs), and bankruptcy. The most appropriate route depends entirely on individual circumstances — income, assets, the number and type of debts — and that assessment is best carried out by a qualified, FCA-regulated adviser rather than a field agent.
What Happens If the Debt Escalates to Court
ResolveCall's involvement typically indicates a creditor has not yet taken court action. Their role is pre-litigation contact. However, if contact attempts fail, the creditor may escalate by applying to the County Court for a judgment.
If a County Court Judgment (CCJ) is issued and remains unpaid, the creditor can then apply to the court to use enforcement methods. These may include instructing High Court Enforcement Officers (HCEOs), applying for an attachment of earnings order, or applying for a charging order against property. At that stage, enforcement agents with genuine legal powers become involved — a situation that is quite different from the initial field visit.
Before issuing court proceedings, a creditor must follow the Pre-Action Protocol for Debt Claims. This requires them to send a Letter of Claim and allow the debtor 30 days to respond before proceedings can begin. That window provides time to seek regulated debt advice.
A County Court Judgment remains on the Register of Judgments, Orders and Fines for 6 years unless paid in full within 30 days of the judgment date. According to GOV.UK guidance on CCJs, this can affect credit applications, tenancy checks, and some employment checks during that period.
Need some help with your debts?
We'll route you to a regulated debt advice firm — no obligation, no judgement.
How to Complain About ResolveCall's Conduct
If a field agent or telephone handler behaves in a way that appears to breach FCA CONC rules — for example, by being aggressive, misrepresenting their powers, or making contact at unreasonable times — there is a formal complaints process available.
The first step is to complain directly to ResolveCall in writing, setting out clearly what happened, on what date, and why it appears to breach their regulatory obligations. Firms regulated by the FCA must acknowledge a complaint within 5 business days and issue a final response within 8 weeks, according to FCA rules.
If ResolveCall's response is unsatisfactory, or if they fail to respond within 8 weeks, the complaint can be escalated to the Financial Ombudsman Service (FOS). The FOS is an independent statutory body established under the Financial Services and Markets Act 2000. Details of how to raise a complaint with the FOS are available via GOV.UK's financial complaint guidance.
Formal Debt Solutions: An Overview
If ResolveCall's contact has brought an unmanageable debt situation into focus, the information below sets out the formal options that exist in England, Wales, and Scotland. These are general descriptions only — eligibility depends on individual circumstances, and a regulated adviser is the appropriate person to carry out a proper assessment.
Debt Management Plan (DMP)
An informal arrangement where a single monthly payment is made to a debt management provider, who distributes it among creditors. There is no formal insolvency and no asset risk, but creditors are not legally obliged to freeze interest. Plans can last several years depending on the total balance.
Individual Voluntary Arrangement (IVA)
A formal insolvency procedure for England and Wales, administered by a licensed Insolvency Practitioner. An IVA typically runs for five or six years, after which remaining unsecured debt is written off. It requires agreement from creditors holding at least 75% by value of the debt and is recorded on the Individual Insolvency Register, according to the Insolvency Service.
Debt Relief Order (DRO)
Available in England and Wales for people with relatively low debt, low income, and few assets. Following changes in June 2024, the debt threshold rose to £30,000 and the application fee was removed entirely, according to GOV.UK. A DRO lasts 12 months, after which qualifying debts are written off. It is administered through an approved intermediary, not a court.
Bankruptcy
A formal insolvency process that can write off unsecured debts, usually within 12 months. There are restrictions during the bankruptcy period and potential implications for homeowners with equity. According to GOV.UK, the application fee is £680, payable to the Insolvency Service.
Scotland: Debt Arrangement Scheme and Protected Trust Deed
Residents of Scotland have access to different formal routes, including the Debt Arrangement Scheme (DAS) — a statutory debt repayment programme — and the Protected Trust Deed, broadly equivalent to an IVA. Scottish sequestration is the equivalent of bankruptcy. Regulated advisers in Scotland can explain the specific eligibility criteria for each.
Free Debt Advice
Free, impartial debt advice is available from several organisations that are not connected to UK Debt Team:
- MoneyHelper — a free government-backed service offering debt information and referrals to regulated advisers
- StepChange Debt Charity — a registered charity providing free debt advice and debt management services
- Citizens Advice — free, confidential advice on debt and money issues, available in person, by phone, and online
- National Debtline — a free telephone and online debt advice service for people in England, Wales, and Scotland
These organisations provide advice at no cost and are entirely independent of commercial debt solution providers.
UK Debt Team is not affiliated with ResolveCall and this page is not their official website.
Speak to a Regulated Debt Specialist
UK Debt Team is a debt advice referral and lead generation business. UK Debt Team does not assess individual cases or provide debt advice directly. Where someone is dealing with an unmanageable debt situation and wants to explore formal options, UK Debt Team can connect them with FCA-regulated firms whose advisers are qualified to carry out a full assessment. Debt solutions offered by those firms may involve fees, and the right solution will depend on individual circumstances that only a regulated adviser can properly evaluate.