Arvato Financial Solutions rebranded to Riverty in November 2022, but many debts still carry the Arvato name. They’re one of Europe’s largest debt collection agencies, owned by German media giant Bertelsmann Group. They specialize in telecoms debt (mobile phones, broadband) but collect for banks, utilities, and retailers too. Here’s what matters: Arvato/Riverty are NOT bailiffs. They can’t enter your home or take your belongings.
If you owe £6,000+ across multiple debts, an Individual Voluntary Arrangement (IVA) can stop Arvato/Riverty immediately and write off the remaining debt after 5-6 years.
Quick answers#
Can Arvato/Riverty send bailiffs to my home? No. They’re debt collectors, not bailiffs. They can’t force entry, take your belongings, or clamp your vehicle. Don’t be intimidated by letters that sound threatening.
Are Arvato/Riverty legitimate? Yes. Arvato Financial Solutions Ltd (Company 02002268) has been FCA-authorised since 2014 (Reference 723333). The company rebranded to Riverty in 2022 but still operates under both names.
Can an IVA stop Arvato/Riverty? Yes. All debts Arvato/Riverty collects are unsecured, which means they can be included in an IVA. Once approved, they must stop contact and accept the repayment terms.
Who are Arvato Financial Solutions (now Riverty)?#
Arvato Financial Solutions Ltd (Company 02002268) was founded in 1995 and rebranded to Riverty in November 2022. Despite the rebrand, many customers still receive letters under the Arvato name because debts were assigned before the change.
Company details:
- Registered office: 24 George Square, Glasgow, G2 1EG
- Company number: 02002268
- FCA reference: 723333 (authorised since 2 April 2014)
- Parent company: Bertelsmann SE & Co. KGaA (German media conglomerate)
Arvato/Riverty is one of Europe’s largest debt collection and financial services businesses, operating in 22 countries. In the UK, they employ over 450 staff and specialize in collecting telecoms debt (mobile phone contracts, broadband bills) alongside credit cards, personal loans, and utility arrears.
Why is Arvato/Riverty contacting me?#
Arvato/Riverty operates primarily as a debt collection agency, collecting debts on behalf of other companies. When your mobile phone provider, bank, or utility company can’t recover a debt directly, they hire Arvato/Riverty to collect it.
This is why you might not recognise Arvato’s name:
You took out a mobile phone contract with EE. You fell behind on payments. EE tried to contact you for 6 months. EE then hired Arvato to collect the debt. Arvato’s letter arrives, and you think “I don’t owe money to Arvato”—but you do owe money to EE, and Arvato is acting as their agent.
Who instructs Arvato/Riverty:
- Telecoms providers (mobile phone contracts, broadband)
- High street banks (credit cards, loans, overdrafts)
- Retailers (catalogue debt, store cards)
- Utility companies (gas, electricity, water)
- Streaming services (Netflix, Sky, Virgin Media)
Arvato also purchases some debt portfolios outright, meaning they own the debt and collect for themselves rather than acting as an agent.
Check the original debt:
Every Arvato/Riverty letter must state the “original creditor”—the company you originally owed money to. If you’ve never heard of that company, or if you believe the debt is wrong, you have the right to dispute it and request proof under the Consumer Credit Act 1974.
Can Arvato/Riverty send bailiffs to my home?#
No. Arvato/Riverty are debt collectors, not bailiffs.
This is one of the most common sources of fear. Arvato’s letters can sound threatening, using phrases like “urgent action required” or “final notice.” But they’re not bailiffs and have no legal powers to enter your home or take your belongings.
What Arvato/Riverty CAN do:
- Send letters and emails
- Call you (between 8am and 9pm)
- Report the debt to credit reference agencies
- Take you to court (see below)
What Arvato/Riverty CANNOT do:
- Force entry to your home
- Enter without your permission
- Take your belongings
- Clamp your vehicle
- Threaten you with immediate bailiff action
- Claim they’ll “seize your goods” without a court order
Arvato doesn’t operate a field visit service like some collectors do. Their model focuses on phone and letter contact, plus legal action if you don’t engage.
Can Arvato/Riverty take me to court?#
Yes—and this is where their real power lies.
While Arvato can’t send bailiffs directly, they can take legal action if the debt remains unpaid. This is more serious than threatening letters.
The legal escalation process:
1. Pre-Action Protocol (30-day warning)
Before Arvato can issue a court claim, they must follow the Pre-Action Protocol for Debt Claims. This requires them to send a formal “Letter of Claim” giving you 30 days to respond. The letter will include:
- Full details of the debt
- An up-to-date statement
- Information about free debt advice
2. County Court claim
If you don’t respond or arrange payment, Arvato will instruct solicitors to issue a County Court claim. You’ll receive court papers (form N1) at your address.
3. County Court Judgment (CCJ)
If you don’t defend the claim, the court will enter a judgment against you. This is a County Court Judgment (CCJ), which:
- Stays on your credit file for 6 years
- Makes it nearly impossible to get credit, mortgages, or phone contracts
- Allows Arvato to enforce through bailiffs
4. Enforcement after a CCJ
Once Arvato has a CCJ, they can apply for:
- Attachment of Earnings Order: Your employer deducts money from your wages
- Charging Order: Arvato secures the debt against your property (if you’re a homeowner)
- Warrant of Control: The court issues a warrant allowing actual bailiffs to seize goods
Don’t ignore court papers:
If you receive a “Claim Form” (form N1), you have 14 days to respond. Ignoring it guarantees a CCJ. Even if you can’t afford to pay in full, you can:
- Admit the claim and offer affordable monthly payments
- Defend the claim if you dispute the debt
- Apply for the claim to be struck out if Arvato didn’t follow the Pre-Action Protocol
Is the debt really yours?#
Before you pay Arvato/Riverty anything, verify the debt is actually yours.
Request proof under the Consumer Credit Act 1974:
If the debt is a credit agreement (credit card, loan, mobile phone contract), you have the right to request a copy of the original agreement under Section 77 or 78 of the Consumer Credit Act.
Write to Arvato:
Arvato Financial Solutions Ltd
24 George Square
Glasgow
G2 1EGSay:
“I’m writing regarding account reference [your reference number]. Under Section 77/78 of the Consumer Credit Act 1974, I request a true copy of the executed credit agreement for this debt. I also request a full breakdown of how the current balance has been calculated, including all interest and charges added. I don’t acknowledge this debt until I receive proof.”
Arvato has 12 working days to respond. If they can’t provide a valid agreement, they can’t enforce the debt through the courts.
When is a debt statute-barred?
If you haven’t acknowledged a debt or made a payment in 6 years (England/Wales) or 5 years (Scotland), it might be statute-barred.
Statute-barred debts can’t be enforced through the courts. Arvato can still ask you to pay, but they can’t take legal action.
Warning: If you make a payment (even £1) or acknowledge the debt in writing, the 6-year clock resets, and the debt is no longer statute-barred.
If you think your debt might be statute-barred, get advice before responding to Arvato’s letters or calls.
Will Arvato/Riverty accept a settlement?#
Yes—Arvato typically accepts full and final settlements of 40-70% of the debt value.
Like most debt collectors, Arvato would rather receive a lump sum settlement than wait years for monthly payments or an IVA dividend.
Why do they accept discounts?
Arvato operates on two models:
- Agency collections: They work on commission (typically 10-25%). If they recover 50% of £1,000, the creditor gets £500 and Arvato gets £50-£125. A guaranteed £50 today is better than chasing £100 over 12 months.
- Purchased debt: They buy debt portfolios at a discount (often 5-20p per £1). If they paid £100 to buy a £1,000 debt, accepting a £500 settlement means they’ve made £400 profit.
How to negotiate a settlement:
- Don’t offer first. Let Arvato tell you what they want.
- Start lower. If they want 70%, offer 40-50%.
- Explain your circumstances. “I’ve been offered help from family, but they can only lend £X.”
- Get it in writing. Never pay until you have written confirmation that the settlement clears the debt in full.
- Pay via bank transfer and keep proof of payment.
Arvato’s online portal (pay.arvatofs.com) allows you to make offers without speaking to an agent. You’ll need your client reference number and Arvato reference number.
How to stop Arvato/Riverty with an IVA#
An Individual Voluntary Arrangement (IVA) is a legally binding agreement between you and all your creditors (including Arvato) to repay what you can afford over 5-6 years. At the end, any remaining debt is written off—typically 60-80%.
Why an IVA stops Arvato/Riverty:
Once your IVA is approved by the court and accepted by 75% of your creditors (by debt value), all creditors—including Arvato—must:
- Stop contacting you
- Stop legal action
- Freeze interest and charges
- Accept the monthly payment your Insolvency Practitioner distributes
Arvato cannot refuse to comply with an approved IVA. It’s a legal order.
What debts can be included?
All of the debts Arvato collects are unsecured, which means they’re includable in an IVA:
- Credit cards
- Personal loans
- Overdrafts
- Mobile phone contracts
- Catalogue debts
- Store cards
- Utility arrears
To qualify for an IVA, you typically need:
- £6,000+ in unsecured debt
- Two or more creditors
- A regular income (employed or self-employed)
- Spare income after essential bills (usually £80-100/month minimum)
Check if you qualify for an IVA
How to deal with Arvato/Riverty calls#
Arvato’s call centre operates during standard business hours (8am-9pm weekdays). Agents work from scripted systems and track all contact attempts.
You have rights:
Request written communication only. You can tell Arvato (verbally or in writing) that you only want to be contacted by post. They must comply under FCA rules. This stops the calls.
Don’t admit the debt until you’ve verified it. If you don’t recognise the debt, say: “I need to see proof of this debt in writing before I can discuss it.”
Don’t make a payment just to make them go away. Paying even £1 can restart the statute-barred clock if the debt is over 6 years old.
Use Arvato’s online portal. Log in at pay.arvatofs.com to check your balance, see payment history, and make offers without speaking to an agent.
If you’re vulnerable, tell them. If you have mental health problems, serious illness, disability, or are in crisis, declare this. Arvato must follow FCA “Consumer Duty” rules and adjust their approach. Get evidence (doctor’s letter, PIP award) and send it by email and post.
What if they’re calling outside permitted hours?
Debt collectors can only call between 8am and 9pm. If Arvato calls you at 7am or 10pm, this breaches FCA rules. Complain immediately.
What if they’re aggressive or threatening?
FCA-authorised firms like Arvato are prohibited from:
- Threatening imprisonment (you can’t go to prison for civil debt)
- Claiming to be bailiffs or having bailiff powers
- Pressuring you to sell your home or borrow from family
- Refusing to stop calling after you’ve requested written contact only
- Ignoring evidence of vulnerability
If Arvato breaks these rules, complain to the FCA (see below).
How to complain about Arvato/Riverty#
If Arvato has acted inappropriately, follow this process:
1. Complain to Arvato directly
Write to:
Arvato Financial Solutions Ltd
24 George Square
Glasgow
G2 1EGEmail: complaints@arvatofs.com
Include:
- Your account reference number
- Dates of the issue
- What happened
- What you want (apology, fees removed, stop contact, etc.)
Arvato has 8 weeks to respond.
2. Financial Ombudsman Service (FOS)
If Arvato doesn’t respond or you’re not satisfied, escalate to the FOS:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567
The FOS is free and independent. They can order Arvato to:
- Apologise
- Remove incorrect information from your credit file
- Pay compensation (typically £100-£300 for distress in debt cases)
3. Financial Conduct Authority (FCA)
If Arvato has breached FCA rules (aggressive behaviour, ignoring vulnerability, calling at prohibited times), report them:
- Website: www.fca.org.uk/consumers/report-firm
- Phone: 0800 111 6768
The FCA won’t resolve your individual complaint, but they investigate firms and can impose fines or suspend authorisation if they find systemic problems.
Arvato/Riverty contact details#
Registered office: Arvato Financial Solutions Ltd 24 George Square Glasgow G2 1EG
Company number: 02002268 FCA reference: 723333 Parent company: Bertelsmann SE & Co. KGaAa (German media group) Trading name: Riverty (since November 2022)
Regulatory status:
- FCA Authorised since 2 April 2014
- CSA (Credit Services Association) Member
- ICO Registered
Online portal: pay.arvatofs.com (requires client reference number and Arvato reference number)
If you’re struggling with debt and want to find out what options are available, use our free IVA calculator to see if you qualify and how much debt you could write off. It takes 2 minutes and won’t affect your credit score.
Frequently Asked Questions#
Can Arvato/Riverty send bailiffs to my home?#
No. Arvato/Riverty are debt collectors, not bailiffs. They have no legal power to enter your property, take your belongings, or clamp your vehicle. Don’t be intimidated by threatening letters—they’re collectors, not enforcement agents.
Is Arvato/Riverty legitimate?#
Yes. Arvato Financial Solutions Ltd (Company 02002268) is fully authorised by the Financial Conduct Authority (Reference 723333) and has operated since 1995. They rebranded to Riverty in 2022 but still operate under both names.
Why is Arvato contacting me about a [mobile phone/credit card] debt?#
Arvato collects debts on behalf of other companies. If you had a debt with a mobile phone provider, bank, or utility company, they hired Arvato to collect it. Arvato isn’t the original creditor—they’re the collection agent.
Will Arvato take me to court?#
Yes, they can. If you don’t pay or arrange a plan, Arvato will instruct solicitors to issue a County Court claim. If you ignore the claim, you’ll get a CCJ which damages your credit file for 6 years and allows enforcement through actual bailiffs.
Can I stop Arvato with an IVA?#
Yes. An IVA stops all debt collection activity, including Arvato/Riverty. Once approved, they must cease contact and accept the monthly payments your Insolvency Practitioner distributes. After 5-6 years, remaining debt is written off. Check if you qualify
Will Arvato accept a settlement?#
Yes. Arvato typically accepts full and final settlements of 40-70% of the debt value. They prefer lump sum settlements over IVAs because cash today is worth more than years of small payments. Always negotiate and get agreements in writing before paying.
If you’re dealing with Arvato/Riverty and have £6,000+ in debt across multiple creditors, an IVA could stop them immediately and write off a significant portion of your debt. It takes 60 seconds to check if you qualify.