CARS debt collectors (Creditlink Account Recovery Solutions): who they are and what to do

Company

Creditlink Account Recovery Solutions Ltd (CARS)

Regulation

Says it is FCA-regulated (FRN 716456)

Based

Basingstoke, Hampshire

Role

Collects for clients, including utility and telecoms firms

Who are CARS?

Creditlink Account Recovery Solutions Ltd, usually called CARS, is a UK debt collection and account recovery company based in Basingstoke, Hampshire. It says it contacts people only when a client has instructed it to manage an account, and it works for clients including utility and telecoms companies. It is a collector, not the creditor.

Are CARS legitimate?

CARS says it is regulated by the Financial Conduct Authority, with the reference number 716456. You can check it on the FCA register.

Scam messages copy collectors, so do not use links or numbers in an unexpected message. Use the details on a letter you trust or the contact page of its official website at carsuk.org.

Why are they contacting me?

CARS contacts you because a client has passed it an account that it believes is unpaid. It writes, phones and texts, and has an online portal where you can log in to view documents about the account. The letter should say who you owe and give a reference. If you do not understand the reason for the payment, ask for a full explanation in writing before you pay.

What can CARS do?

CARS is a debt collection firm, and a debt collector has no special legal powers of its own. It can write, phone, text and email you, and may offer a payment plan, but it must not mislead you, harass you or threaten action it cannot take.

• Court action: if you do not engage and the debt is genuine, the creditor or collector can start a county court claim. Never ignore court papers: a judgment can follow, which harms your credit record and lets the creditor enforce it.
• Bailiffs: for most ordinary debts, bailiffs can only be instructed after a court judgment. You do not have to let anyone in.
• Prison: you cannot be sent to prison for owing money to a debt collector.

Before you pay anything

• Ask for a letter showing the original creditor, the account number, the amount and how the balance is made up.
• Do not confirm personal details or read out card numbers on an unexpected call. Ring back using the number on a letter or the official website.
• Check your credit reports to see whether the account appears.
• Be careful with old debts. In England and Wales a debt can become unenforceable in court after six years (five in Scotland), but paying or admitting it can restart the clock. Get advice first.

How to deal with CARS

1. Open every letter and keep copies. Ignoring contact tends to make things worse.
2. Check the debt is yours and the amount is right.
3. If it is yours and you can afford regular payments, work out a budget first, then offer an amount you can keep to and get the agreement in writing.
4. If you cannot afford to pay, do not agree to a plan you cannot keep. Get free advice first.

Free advice is available from MoneyHelper, StepChange, National Debtline and Citizens Advice.

If you cannot afford to pay

• A debt management plan for steady income.
• An IVA for larger debts.
• A debt relief order or bankruptcy where income and assets are low or debts cannot be repaid.
• Breathing Space gives 60 days of protection while you get advice.

How to complain about CARS

Complain to CARS first, in writing, and keep copies. If you are not satisfied with its final response, or it has not resolved the complaint within eight weeks, you can take it to the Financial Ombudsman Service, which is free. If you think the debt is not yours, also contact the creditor named on the letter.

CARS contact details

We are not associated with CARS. This information is provided to help people contact their creditors. Contact details change, so check the company’s website before you write or call. Last reviewed 11 November 2026.

Frequently asked questions