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 several debts are unaffordable, an Individual Voluntary Arrangement (IVA) may stop direct collection for included qualifying debts once approved. Only remaining included qualifying debt is written off if the IVA completes, so compare every suitable alternative before choosing it.
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? A qualifying unsecured account handled by Arvato or Riverty may be included in an approved IVA. Direct collection should then normally stop in line with the arrangement, but the debt type, legal owner, timing and approved terms matter.
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 at reasonable times, taking account of reasonable contact requests
- 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 County Court claim form, follow the service date and deadline in its response pack. If a valid claim is not answered in time, the claimant may request judgment in default. 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 qualifying regulated credit agreement—for example, some credit-card, loan or handset-finance agreements—you may be able to request a copy under sections 77–79 of the Consumer Credit Act. Ordinary mobile service contracts and many other debts are not covered; check the applicable section, fee and effect.
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.”
For a qualifying Consumer Credit Act request, the creditor normally has 12 working days after receiving the required request and fee to comply. While a relevant section 77-79 default continues, court enforcement can be restricted, but the debt is not erased and a compliant copy may later be supplied. The rule does not apply to every debt.
When is a debt statute-barred?
For many simple-contract debts the headline periods are six years in England and Wales and five years in Scotland, but the start date, debt type, payments, written acknowledgement, an existing judgment and the jurisdiction can change the result. Read the statute-barred debt guide and get advice before paying or relying on limitation.
If limitation has expired and no judgment exists, it may provide a defence to a court claim. A claim can still require a timely defence, so do not ignore court papers or assume the collector decides the legal position.
Check before responding: a qualifying payment or written acknowledgement before time expires can restart limitation for some England-and-Wales debts. A later payment does not revive a claim that is already barred under section 29(7), and Scottish prescription differs. Get advice first.
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? #
A settlement may be considered, but the creditor or legal owner decides and there is no reliable standard percentage. The outcome can depend on ownership of the account, its legal status, affordability evidence and the lump sum available.
Before paying, get written confirmation that the agreed amount is accepted as full and final settlement, that no remaining balance will be pursued or sold, and how the account will be reported to credit reference agencies. Do not use money needed for priority bills.
How to stop Arvato/Riverty with an IVA #
An approved IVA can bind creditors for debts included in the arrangement, so direct collection by this firm should normally stop for an included qualifying debt. The approved terms, debt type and timing control the result; an IVA does not cover every debt or automatically undo every court or enforcement step.
There is no single statutory debt balance or monthly-payment figure that makes an IVA suitable. A licensed Insolvency Practitioner should compare sustainable income, essential spending, assets, creditor returns and alternatives such as a Debt Management Plan, Debt Relief Order or bankruptcy.
Do not ignore an existing Letter of Claim, court form or enforcement deadline while an IVA is only being considered. If several debts are unaffordable, use the IVA suitability check as a first step and get advice on the live deadline.
How to deal with Arvato/Riverty calls #
FCA rules do not set a universal 8am-to-9pm collection window. Firms must not contact customers at unreasonable times and must take account of reasonable requests about when, where and how contact happens.
You have rights:
Ask for a reasonable communication channel. Request post or email and explain any vulnerability or accessibility need. The firm must have regard to a reasonable request, but necessary and proportionate contact may continue. Keep a written record.
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.”
Check the legal position before making a token payment. A qualifying payment or written acknowledgement before time expires can restart limitation for some England-and-Wales debts. Once a claim is already barred, section 29(7) prevents a later acknowledgement or payment from reviving it; Scottish prescription differs. Get advice first.
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?
FCA rules do not set a universal 8am-to-9pm window for consumer debt collection. They require firms not to contact customers at unreasonable times and to take account of reasonable requests about when, where and how contact happens. Put any contact preference in writing and complain if unreasonable or excessive contact continues.
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: https://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/contact
- 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. KGaA (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 debt-options calculator for an initial comparison; it cannot confirm eligibility, approval or a write-off amount.
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? #
The legal owner may instruct solicitors to issue a claim if the debt is enforceable and the required process is followed. If a valid claim is not answered in time, the claimant may request default judgment. Respond regardless of the balance or whether full payment is affordable.
Can I stop Arvato with an IVA? #
An approved IVA can stop direct collection for debts included in the arrangement. The approved terms, debt type and timing matter, and only remaining included qualifying debt is written off if the IVA completes.
Will Arvato accept a settlement? #
Use the settlement checks earlier in this guide: there is no standard discount, and any agreement should be confirmed in writing before payment.
If Arvato or Riverty is one of several unaffordable debts, compare an IVA with the other debt options before choosing. Use the IVA suitability check for a first-pass assessment.