Capital Resolve is a debt collection and debt purchasing company based in Evesham, Worcestershire. They collect for O2, SSE, the DVLA, HMRC, and dozens of other creditors — and they also buy debt portfolios outright. They’re legitimate, FCA-authorised, and have been operating since 1993, but if you’ve received a letter about a debt you don’t recognise, you have every right to challenge it.
Who Are Capital Resolve? #
Full legal name: Capital Resolve Limited Former name: First Credit Management Limited (until 30 June 2011) Company number: 02856749 (incorporated 24 September 1993 — over 30 years in operation) Registered office: Fountain Court, Crab Apple Way, Vale Park, Evesham, WR11 1LS FCA authorisation: FRN 707889 (since 22 April 2016) Credit Services Association (CSA) membership: No. 252 ICO registration: Z4848105 SIC code: 82911 — Activities of collection agencies Certifications and accreditations: ISO 9001 (Quality Management), ISO 27001 (Information Security), Cyber Essentials Plus, PCI-DSS compliant, Collector Accreditation Initiative (CAI) certified staff
Capital Resolve has assisted over 3.5 million customers since its founding. The firm has a long institutional history — it was incorporated on 24 September 1993, not 1997 as some competitors incorrectly report. It operated under the name “First Credit Management Limited” until June 2011, when it rebranded to Capital Resolve.
Check current ownership and contact details #
Company ownership, directors and customer portals can change. Use the current Companies House and FCA records to identify the legal entity, then confirm the account and payment route with the original creditor. Do not infer how your account will be handled from a parent company’s technology or investment description.
- Mehmet Akseki — Director since 13 September 2023, appointed following the Ceverine Holdings acquisition.
- Kevin Andrew Still — Director since 29 November 2023.
Bernard Phillips, with three decades of experience at the firm, is the primary complaints contact. If you need to escalate a serious issue, addressing correspondence to him at the Evesham office is your best route.
Industry Certifications: Why They Matter #
Capital Resolve’s certifications are more than just corporate jargon — they’re critical trust signals, especially if you’re worried about whether the firm is legitimate or if it’s safe to make payments through their portal:
- ISO 27001 (Information Security) — This means they have internationally recognised safeguards for protecting your personal and financial data.
- Cyber Essentials Plus — A UK government-backed certification that proves the firm has implemented specific technical controls against cyber threats.
- PCI-DSS compliance — Payment Card Industry Data Security Standard. If you’re making a card payment through cr-portal.com, this certification confirms the platform meets rigorous security standards used by banks and major retailers.
- ISO 9001 (Quality Management) — Demonstrates consistent processes and a commitment to customer service standards.
- CAI (Collector Accreditation Initiative) — Staff have passed an industry assessment confirming they understand the complex legal and regulatory requirements of UK debt collection.
These certifications distinguish Capital Resolve from smaller, less secure agencies and directly address consumer fears regarding data privacy and scamming.
Does Capital Resolve Buy Debt or Collect It? #
This is the most important thing to understand about Capital Resolve. They operate a hybrid business model — they both collect on behalf of other creditors and purchase debt portfolios outright. Which one applies to your debt changes everything: your rights, settlement options, and negotiation strategy.
Contingency Collection #
In a contingency collection arrangement, the original creditor (such as British Gas or O2) retains legal ownership of the debt. Capital Resolve acts as an agent, collecting the money on their behalf, typically working on a commission-only basis.
In this scenario:
- The original creditor still owns the debt.
- Capital Resolve has less flexibility to negotiate “write-offs” without express permission from the client.
- Any settlement normally requires the legal owner’s authority.
- Your legal rights remain the same as they were with the original creditor.
Debt Purchase #
In a debt purchase scenario, Capital Resolve or an associated group company may buy the account from the original creditor. The commercial purchase price is not a settlement tariff. Once a valid legal assignment takes effect, the purchaser becomes the legal owner.
This transition normally involves a Notice of Assignment informing you that rights in the account have moved. Commercial purchase terms are not a settlement tariff. The legal owner may consider an offer, but no discount is guaranteed.
In this scenario:
- Capital Resolve owns the debt.
- They may consider a settlement, but there is no reliable standard percentage.
- A Notice of Assignment is legally required.
- You owe the debt to Capital Resolve, not the original creditor.
How to Find Out Which Model Applies to You #
Ask Capital Resolve directly: “Have you purchased this debt, or are you collecting it on behalf of the original creditor?”
If they’ve purchased the debt, they must have sent you a Notice of Assignment. This is a legal requirement under Section 136 of the Law of Property Act 1925. If you haven’t received one, request it in writing before paying anything.
This distinction affects who can approve a settlement and who must provide documents. It does not guarantee that a purchased account will be discounted.
Why Is Capital Resolve Contacting You? #
Capital Resolve works across several key sectors of the UK economy. The most common reason they’re contacting you is because you owe money to one of their clients — or they’ve purchased a debt portfolio that includes your account.
Government and Public Sector Debts #
Capital Resolve is a significant player in public sector debt recovery:
- DVLA — Vehicle tax arrears, parking penalties.
- HMRC — Tax debts (though these carry different enforcement rules).
- Local councils — Council tax arrears, parking tickets.
Government debts often carry different legal weight. For example, HMRC debts can sometimes lead to different enforcement mechanisms, though Capital Resolve agents themselves are not bailiffs.
Telecommunications and Media #
The firm manages large portfolios for the UK’s leading telecom providers:
- O2, EE, Virgin Media — Mobile phone contracts, broadband bills, TV packages.
These debts often involve “left-behind” balances from terminated contracts. Because telecom companies are highly concerned with their brand reputation, Capital Resolve is expected to maintain high ethical standards when collecting these debts.
Utilities and Energy #
Capital Resolve specialises in energy sector recovery:
- SSE, OVO Energy — Final bills, estimated meter readings.
Energy debts frequently lead to disputes over “final bills” or estimated readings. Capital Resolve provides a specific “Dispute” mechanism on its portal to handle these cases. If you believe your final energy bill is wrong, don’t ignore it — submit a formal dispute through cr-portal.com with evidence (photos of meter readings, previous bills, etc.).
Financial Services and Retail #
The firm recovers a wide range of consumer credit debts:
- Catalogue arrears — Debts from various retail catalogue providers.
- Short-term loans — Payday loans and other high-interest short-term credit.
- Credit cards — Outstanding balances that have often been sold to the firm as part of a larger portfolio.
If you don’t recognise the original creditor mentioned in Capital Resolve’s letter, the debt may have been sold multiple times. Request full documentation to trace the debt back to its origin before agreeing to pay.
Is Capital Resolve Legitimate? #
Yes. Capital Resolve is fully legitimate:
- FCA-authorised (Firm Reference Number 707889 since April 2016).
- CSA member (No. 252), bound by the CSA Code of Practice requiring transparency, fairness, and empathy.
- ICO registered (Z4848105) — their data processing is legally documented and subject to UK privacy laws.
- ISO 27001 certified — internationally recognised information security standards.
- PCI-DSS compliant — secure payment processing.
- 30+ years in operation — incorporated 1993, originally as First Credit Management.
Capital Resolve also has an unusually high Trustpilot score of 4.2 out of 5, which is exceptional for a debt collector. Positive reviews frequently mention:
- The ease of use of the cr-portal.com.
- Professional, non-judgmental staff.
- Quick dispute resolution once evidence is provided.
Negative reviews tend to involve:
- Identity confusion — being contacted for someone else’s debt.
- “Scam” accusations — people receiving letters about old or unfamiliar debts and initially thinking it’s fraud.
- Persistent automated calls — which can feel like harassment.
“Legitimate” Doesn’t Mean “Always Right” #
Capital Resolve handles millions of accounts. Mistakes happen — wrong person, wrong amount, debts already paid. Being FCA-authorised doesn’t mean they’re infallible. Always verify the debt before paying or acknowledging it.
If you’ve received a letter about a debt you don’t recognise, don’t assume it’s automatically correct. Demand proof.
How to Challenge a Capital Resolve Debt #
Before you pay or acknowledge anything, send a written request demanding:
- The agreement copy required by any applicable sections 77–79 request (not every consumer debt is covered).
- Full statement of account showing how the balance was calculated, including any interest, fees, or charges.
- If Capital Resolve claims to have purchased the debt: the Notice of Assignment proving the legal transfer from the original creditor to Capital Resolve.
For a qualifying sections 77–79 request, enforcement can be restricted while the creditor remains in default. The debt is not erased, the copy rules do not always require an original signature and compliance can occur later.
How to Submit a Challenge #
You have two options:
Option 1: Use the cr-portal.com Log in to your account and submit a formal dispute. Upload supporting evidence (receipts, bank statements, previous correspondence).
Option 2: Write to Capital Resolve Send a letter to: Capital Resolve Limited Fountain Court, Crab Apple Way, Vale Park Evesham, WR11 1LS
Include:
- Your full name and address.
- Account reference number (from their letter).
- Clear statement: “I dispute this debt and request the following documents…”
- List of documents you’re requesting (original agreement, statement, Notice of Assignment).
Critical: Don’t ignore their letters. Silence strengthens their position if they decide to pursue a County Court Judgment. But don’t pay until you’ve verified the debt is yours and the amount is correct.
Capital Resolve Letters, Calls, and the Portal #
Capital Resolve uses a sophisticated, multi-channel contact strategy:
The Contact Sequence #
Pre-action letter — The first communication. This is a legal requirement under the Pre-Action Protocol for Debt Claims. It must include:
- A breakdown of the debt.
- Details of the original creditor.
- Signposting to free debt advice (e.g., Citizens Advice, StepChange).
Ignoring this letter strengthens their position if they pursue a CCJ.
Phone calls — Persistent calls from Evesham-based numbers, often using automated dialling systems to maximise contact rates.
SMS and text alerts — Digital nudges directing you to resolve the debt.
Emails — Directing you to cr-portal.com, the firm’s preferred method for resolution due to its lower operational cost.
Field agency visits — If all else fails, they may send a “field agent” or “debt collector” to your home.
Phone Numbers #
You may receive calls from:
- 01386 258444 (main number)
- 01386 421995 (FCA register number)
- 01386 425400, 01386 425425, 01386 425406 (other contact lines)
If you’re receiving calls from these Evesham-based numbers, it’s Capital Resolve.
Email Contact #
- contact@capitalresolve.com — General enquiries.
- complaints@capitalresolve.com — Formal complaints.
The cr-portal.com Self-Service Portal #
Since the Ceverine Holdings acquisition, cr-portal.com has become Capital Resolve’s preferred resolution channel. You can:
- View your account details and balance.
- Set up payment plans.
- Submit disputes and upload supporting evidence.
- Upload financial statements showing your income and expenditure.
- Make payments securely (PCI-DSS compliant).
The portal allows you to resolve the debt without the stress of a phone call. Many Trustpilot reviews praise the portal’s ease of use and the ability to manage everything digitally.
Stopping Phone Calls and Texts #
You can request post or email and explain any vulnerability or accessibility need. The firm must have due regard to a reasonable request, although necessary and proportionate contact may continue. Keep a copy.
Can Capital Resolve Send Bailiffs? #
No. Capital Resolve field agents are not bailiffs.
They cannot:
- Force entry into your home.
- Seize your goods.
- Arrest you.
- Remove items from your property.
Capital Resolve agents can knock on your door to discuss the debt. You can ask them to leave. If they refuse, that’s harassment, and you can report them to the FCA.
Only court-appointed bailiffs (after a County Court Judgment) or sheriff officers (in Scotland) have enforcement powers. Capital Resolve must go through the legal process to obtain a CCJ before any enforcement action can occur.
If you’re confused about the difference between debt collectors and bailiffs, or you’re facing actual bailiff action from a different creditor, see our full guide: Understanding Bailiffs and Your Rights.
Can You Settle a Capital Resolve Debt for Less? #
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.
Is Your Capital Resolve Debt Statute-Barred? #
If Capital Resolve contacts you about an older account, check the debt type, due date, last qualifying payment or acknowledgement, assignment and court history. Do not assume from the account’s age alone that it is enforceable or statute-barred.
What Is Statute-Barred Debt? #
In England and Wales, the Limitation Act 1980 sets a six-year time limit on most unsecured debts. A debt becomes statute-barred if:
- No payment has been made toward the debt for six years.
- You have not acknowledged the debt in writing during that time.
- The creditor has not already obtained a County Court Judgment (CCJ).
In Scotland, the time limit is five years (Prescription and Limitation (Scotland) Act 1973), and once this period expires, the debt is extinguished — it no longer exists.
Can Capital Resolve Still Contact You? #
Yes. It’s not illegal for Capital Resolve to write to you about a statute-barred debt. However, they cannot threaten legal action or imply that they can take you to court.
What to Do if Your Debt Is Statute-Barred #
Before paying or acknowledging liability: A qualifying payment or written acknowledgement before time expires can restart limitation for some England-and-Wales debts. Once a right is already barred, section 29(7) prevents a later event from reviving it. Scottish prescription differs, so get advice first.
Do:
- Write to Capital Resolve stating that you believe the debt is statute-barred, do not admit liability, and ask for the dates and documents it relies on.
If they continue to threaten legal action after you’ve informed them the debt is statute-barred, report them to the FCA and the Financial Ombudsman Service.
For more detail: Statute of Limitations and Debt
Your Rights When Dealing with Capital Resolve #
As an FCA-authorised firm, Capital Resolve must follow strict conduct rules. Your rights include:
Fair Treatment #
Capital Resolve must treat you fairly. They cannot:
- Use aggressive or abusive language.
- Threaten you with powers they don’t have.
- Misrepresent their legal position.
- Contact you at unreasonable times (e.g., late at night).
Confidentiality #
Capital Resolve cannot discuss your debt with:
- Your family.
- Your friends.
- Your neighbours.
- Your employer (unless you’ve given written permission).
Doing so would breach UK data protection laws. If they’ve disclosed your debt to someone else, report them to the ICO (registration reference Z4848105).
Proof of Debt #
You have the right to request:
- Any agreement copy required by an applicable Consumer Credit Act request.
- A full statement of account.
- The Notice of Assignment (if they claim to have purchased the debt).
If they cannot provide these documents, they may not be able to enforce the debt in court.
Vulnerable Customer Protections #
If you’re in a vulnerable situation (e.g., mental health issues, serious illness, recent bereavement), you must inform Capital Resolve. They’re required to:
- Identify and support vulnerable customers.
- Adjust their communication methods.
- Allow more time to respond.
- Signpost you to specialist support services.
Pre-Action Protocol #
Before Capital Resolve can take you to court, they must follow the Pre-Action Protocol for Debt Claims. This includes:
- Sending you a detailed breakdown of the debt.
- Allowing you a reasonable time to respond (usually 30 days).
- Considering any offer of payment or repayment plan.
- Signposting you to free debt advice.
If they skip this process and go straight to court, you can challenge the claim.
Letter-Only Contact #
You can ask Capital Resolve to use post or email. It must have due regard to a reasonable request, although necessary and proportionate contact may continue. Use a verified current channel and keep a copy.
How to Stop Capital Resolve Contacting You #
If you want Capital Resolve to stop contacting you, you have several options:
Option 1: Pay the Debt or Set Up a Plan #
The most straightforward way to stop the contact is to resolve the debt. Use cr-portal.com to:
- Set up an affordable payment plan based on your disposable income.
- Make a lump-sum settlement offer.
Option 2: Request Letter-Only Contact #
Ask Capital Resolve through a verified channel to use post or email and explain any vulnerability or accessibility need. It must consider a reasonable request, although necessary contact may continue.
Option 3: Challenge the Debt #
If you believe the debt is not yours, or the amount is wrong, formally dispute it. Capital Resolve should pause collection activity while they investigate.
Option 4: Breathing Space #
If you’re in serious financial difficulty, an authorised debt adviser can assess Breathing Space. For a qualifying notified debt, it can give 60 days in which payment demands, specified enforcement and most interest, fees or charges are restricted. Permitted communications, excluded debts, existing proceedings and court powers can affect the result.
Apply through a debt advice provider like StepChange or Citizens Advice.
Option 5: IVA or Trust Deed #
An approved IVA can stop direct collection for debts included in the arrangement, but the approved terms, debt type and timing matter. It does not cover every debt or automatically undo every court or enforcement step. Scotland normally uses different formal solutions, including protected trust deeds.
Do not ignore a live Letter of Claim, court form or enforcement deadline while a formal solution is only being considered. Compare all suitable options with a qualified adviser.
Option 6: If the Debt Is Statute-Barred #
Write to Capital Resolve stating the debt is statute-barred under the Limitation Act 1980 and you will not be making any payment. Request that they cease all contact.
Capital Resolve Contact Details #
Main phone: 01386 258444 FCA register phone: 01386 421995 Other lines: 01386 425400, 01386 425425, 01386 425406
Email: contact@capitalresolve.com Complaints: complaints@capitalresolve.com
Address: Capital Resolve Limited Fountain Court, Crab Apple Way, Vale Park Evesham, WR11 1LS
Self-service portal: cr-portal.com Website: capitalresolve.com
FCA register: FRN 707889 Companies House: 02856749 CSA membership: No. 252 ICO registration: Z4848105
How to Complain About Capital Resolve #
If you’re not happy with how Capital Resolve has treated you, follow this escalation path:
Step 1: Complain Directly #
Email: complaints@capitalresolve.com
Or write to: Complaints — FAO Bernard Phillips Capital Resolve Limited Fountain Court, Crab Apple Way, Vale Park Evesham, WR11 1LS
Include:
- Your name, address, and account reference.
- A clear description of your complaint.
- Copies of any relevant letters or emails.
- What you want Capital Resolve to do to resolve the issue.
Capital Resolve must acknowledge your complaint within 5 business days and provide a final response within 8 weeks.
Step 2: Financial Ombudsman Service #
If Capital Resolve doesn’t resolve your complaint within 8 weeks, or you’re unhappy with their response, escalate to the Financial Ombudsman Service (FOS).
The FOS is free and independent. They can order Capital Resolve to:
- Correct their records.
- Remove negative marks from your credit file.
- Pay you compensation (up to £415,000 for complaints about acts or omissions after 1 April 2019).
Contact the FOS: Phone: 0800 023 4567 Website: financial-ombudsman.org.uk
Step 3: Report FCA Rule Breaches #
If Capital Resolve has breached FCA rules (e.g., harassment, misrepresentation, failing to treat you fairly), report them to the Financial Conduct Authority:
Phone: 0800 111 6768 Website: fca.org.uk/consumers
Step 4: Data Protection Issues #
If Capital Resolve has mishandled your personal data (e.g., shared your debt with a third party without permission), complain to the Information Commissioner’s Office (ICO):
Phone: 0303 123 1113 Website: ico.org.uk
Capital Resolve is registered with the ICO under reference Z4848105.
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 #
Is Capital Resolve a legitimate company? #
Yes. Capital Resolve is a fully legitimate debt collection and debt purchasing firm. They’re FCA-authorised (FRN 707889), a member of the Credit Services Association (No. 252), and have been operating since 1993. They also hold ISO 27001 (Information Security), Cyber Essentials Plus, and PCI-DSS certifications. However, being legitimate doesn’t mean they’re always right — mistakes happen, so always verify the debt before paying.
What was Capital Resolve previously called? #
Capital Resolve was originally called First Credit Management Limited from its incorporation on 24 September 1993 until it changed its name on 30 June 2011. If you received letters from “First Credit Management” years ago, it’s the same company.
Can Capital Resolve take me to court? #
Yes. If a debt remains unpaid and communication has broken down, Capital Resolve can apply for a County Court Judgment (CCJ). However, they must first follow the Pre-Action Protocol for Debt Claims, which includes sending you a detailed breakdown of the debt and allowing you time to respond. If they obtain a CCJ and you still don’t pay, they can apply for enforcement action (e.g., bailiffs, attachment of earnings). Don’t ignore their letters — engage early to avoid court action.
Can Capital Resolve enter my house? #
No. Capital Resolve field agents are not bailiffs and have no general right of entry. You can ask a collector to leave; if they refuse, record what happens and complain or seek help as appropriate. Enforcement agents or Scottish sheriff officers need the relevant legal authority and procedure.
Can Capital Resolve affect my credit score? #
If the debt is recorded on your credit file by the original creditor, it will already be affecting your credit score. Capital Resolve can apply for a CCJ if you don’t pay, which will severely damage your credit score for six years. If you settle the debt for less than the full amount, it will show as “Settled” (not “Satisfied”) on your credit file, which is better than a default or CCJ but not as good as paying in full.
Why is Capital Resolve calling me about an old debt? #
Capital Resolve frequently purchases portfolios of old, non-performing debts from banks, utilities, and other lenders. These “zombie debts” can be years or even decades old. If the debt is more than six years old (England/Wales) or five years old (Scotland) and you haven’t made a payment or acknowledged it in writing, it may be statute-barred and unenforceable. Do NOT make a payment or acknowledge the debt without checking if it’s time-barred first.
Can I negotiate with Capital Resolve? #
Use the settlement checks earlier in this guide: there is no standard discount, and any agreement should be confirmed in writing before payment.
What happens if I ignore Capital Resolve? #
Ignoring Capital Resolve will not make the debt go away. It typically leads to escalated contact (more calls, texts, emails), doorstep visits from field agents, and eventually a County Court Judgment (CCJ). A CCJ will damage your credit score for six years and can lead to enforcement action like bailiffs or an attachment of earnings order. Don’t ignore them — engage, challenge, or seek advice.
What is the Capital Resolve portal (cr-portal.com)? #
cr-portal.com is Capital Resolve’s self-service online portal. You can use it to view your account, set up payment plans, submit disputes, upload financial statements, and make payments securely. Since Capital Resolve’s acquisition by fintech firm Ceverine Holdings in 2023, the portal has become their preferred resolution channel. Many customers prefer it to phone calls as it allows you to manage everything digitally at your own pace.
Who owns Capital Resolve? #
Capital Resolve is owned by Ceverine Holdings Limited (company number 12469651), a London-based fintech firm that acquired Capital Resolve in September 2023. Ceverine Holdings holds 75% or more of Capital Resolve’s shares and voting rights. This acquisition shifted Capital Resolve toward a digital-first, machine learning-driven approach to debt collection, emphasising automated communication and the cr-portal.com self-service platform.