If you are having difficulty with debt, it may be in your best interest to contact an organisation that offers free, confidential, and impartial debt advice.
We have purchased an outstanding debt owed by you to a previous lender or service provider.
A company that buys unpaid debts from original lenders and becomes the legal owner of the account.
The debt relates to a loan, credit agreement, service, or account you previously held with the original creditor.
You can request documentation such as the credit agreement, statements, or notice of assignment via email at customer@solzena.com
Contact us so we can verify the details. You may request a breakdown or supporting documentation.
Our team can confirm whether the debt is within the statutory limitation period either by telephone, email or webchat
We can discuss reduced payments plans, deferrals, or affordability-based solutions- if we are not able to assist you, we will signpost free and impartial debt help and advice.
Yes - repayment arrangements can be tailored to your financial circumstances.
Depending on the account, settlement options may be available. Where the account is reported to credit reference agencies, it will be updated as either ‘satisfied’ or ‘partially satisfied’, depending on the terms of the settlement.
Yes - let us know if your circumstances change and we will work with you to find an affordable solution.
We are calling to discuss an outstanding balance which is owed by you – We may use SMS, email, letters, or calls to contact you about your account, in line with regulations. however, we can update your communication preferences upon request.
Yes - if you’re experiencing financial, health, or personal issues, we can provide additional support and adjust how we work with you.
Sometimes supporting information helps tailor assistance, but it is not always necessary.
To protect your personal information and ensure we’re speaking to the correct person in alignment with the UK GDPR.
We only use your information for managing your account- Please see our privacy policy for more information.
Court action is a last resort. We will always try to work with you first.
Enforcement agents are only instructed after a court order is granted and if payments are not made - we will always notify you before legal steps.
Yes - organisations such as StepChange, Citizens Advice, and Payplan can help, we signpost their details on our standard correspondence.
Yes - with your consent, you can authorise a representative to manage the account for you.
It is likely that we were not previously made aware of your insolvency, please forward supporting documentation to customer@solvenza.com and we will ensure that our records are updated accordingly
We may not be aware of your Debt Management Organisations involvement, please forward details of your chosen organisation and the reference number for your account with them, we will then contact them directly.
We can only take a payment from your account if you’ve previously set up an Automatic Card Payment with us. You can cancel this at any time-either directly with us or through your bank.
If you don’t remember agreeing to an Automatic Card Payment, please get in touch so we can look into it for you and resolve any issues.
Yes- You can self-serve via the Solvenza App to check your balance and payment schedule, set up payment plans, update financial details, and earn rewards. Download the app now in the app Store on iPhone, or Google Play Store for android devices.
We’ve rebranded to Solvenza to better reflect how we support customers today. Our new name represents a more modern, supportive and transparent approach to helping people repay debt and move forward financially.
No.
Your account has not been sold again as part of this rebrand. Only the company name has changed.
No.
Your balance, payment plan, payment history and rights remain exactly the same.
Yes.
Solvenza is the new trading name of Countrywide Collection Services Limited.
Yes.
Solvenza is an FCA-regulated UK debt purchase company, and we continue to follow all FCA rules and Consumer Duty requirements.
We’ve updated our website and customer portal to make things clearer, easier to use and more supportive. This includes better guidance, flexible options and tools to help you manage your account confidently.
No action is required from you. You can continue managing your account as normal.
To avoid confusion, we’ll continue to reference Countrywide Collection Services Limited alongside Solvenza for a period of time.
