Review by Mr Phillip Watson: Overall experience was good. I had to call the Capquest, since I had sent a letter on 09/04/2026 and received no reply by letter which I had requested. The Custome... See more
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Review summary
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Reviews shaping this summary
With capquest they take their time and are willing to work with you, especially if you're circumstances have changed which mine did, always polite and helpful to me, I've got nothing to say but good t... See more
It was so easy to make payments very helpful online and will be paying my debt of each week didn’t think it would be that easy to make payments brilliant
A very understanding and empathic company...when I get in contact they always put me at ease and help to resolve my questions confidently and competently..thankyou
Company details
Written by the company
Capquest is a credit solutions provider that supports its customers with the repayment of outstanding debt(s).
Contact info
60 York Street, G2 8JX, Glasgow, United Kingdom
- 0333 999 7200
- customers@capquest.co.uk
- www.capquest.co.uk
3.5
Average
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Absolute scammers
Absolute scammers. Sent a letter to my home address in my maiden name which I've never been known as for nearly 20 years. The so called debt (which is certainly not mine) is a Santander "Store card!!" As far as I'm aware Santander is a bank and don't do store cards. I've never had any debt with Santander. So it's a "Company" trying to scam money.
October 31, 2024
Unprompted review
Absolutely awful awful awful service
Absolutely awful awful awful service! Was sent letter asking to contact them which I duly did. Was given incorrect information, given wrong email address. Chased up response today to be told account isnt even with them and I was given incorrect information from my call 6 weeks ago. Very unhelpful, so frustrating when you can't get a straight answer. DO NOT DEAL WITH THIS SCAM OF A COMPANY! I am going to complain to the Financial Ombudsman about this company as this is not the first time I have had shoddy dealings with them.
October 28, 2024
Unprompted review
Awful company
Awful company and their employees are completely incompetent and don’t speak good English. They continually try to over talk you when they should shut up and listen to the customers. The employees are clearly not computer literate and take ages doing anything. Someone when you try to ring them hands your calls up
October 21, 2024
Unprompted review
Mediocre at Best. Possibly Negligent
My loan got transferred from Koyo to Capquest a year or more ago, and while I have had very few interactions with them since, it has been predominantly a bad experience.
I have always received an error message when I try to log into the portal and am therefore unable to use much of it. This is a known issue as their reps have confirmed many months ago that they are aware of this, and yet it persists.
If their online portal is treated with such disregard, then I shudder at how securely they hold peoples personal data and how easy hackers might access our info.
To add insult to injury, I recently changed my payment date as I have started a new job and now get paid a few days after the loan payment goes out. Obviously I would want it to come out AFTER I am paid. They charged me £30 for this!
That's an outrageous cost to better ensure they get paid on time! Charging any fee at all for this dirty, but to charge so much?!!
EDIT to respond: Their response is a perfect example of the type of company Capquest is. They say I can get in touch with them regarding the extortionate fee they charged me to change my direct debit date, which we all know is going to be a waste of time because it's their policy and they are never going to give any of it back. So to add insult to injured they would FURTHER waste what is even more precious than money. Which is my time.
They obviously have no intention of fixing the portal as it would be fixed many months ago if they cared. I work in a highly regulated financial industry and this sort of thing would be dealt with quickly as per GDPR/Financial Regulatory requirements to meet a certain standard.
Starling Bank just got fined £29 million and they are just as regulated as Capquest. If not more regulated! So I fail to see how stating Capquest are regulated is supposed to put my mind at ease regarding your woeful practices.
I'm done with this review.
September 26, 2024
Unprompted review
Reply from Capquest
Hello Gavin,
I am sorry to learn that a payment of £30.00 has been taken from you that you were not expecting. We strive to provide excellent customer service in a timely manner, and I apologise for any inconvenience this may caused you. You can get back in touch with us so that we can look into this matter in more detail. Our dedicated Koyo team can be contacted on 0333 999 8140 or by email on customers@koyoloans.capquest.co.uk
We are aware of the issue you have described with the Koyo online portal. This is a known issue and we are working to fix it. There is not much more that I can advise that the agent you spoke to already advised. If there are any details you require to know about your account, then you can contact our dedicated Koyo team, however please be assured that this is not connected to or representative of the security of your personal data, which I assure you is secure. We're regulated by the FCA and ICO, and as such take our legal and regulatory obligations very seriously, to ensure we operate ethically and support our customers with their financial needs.
Kind regards, Matthew
Reply from Capquest
Hello John,
Thank you for your review. We value your feedback and take it very seriously.
I am sorry to hear that you feel you are being robbed. I understand how frustrating this must have been for you. We value our customers' time, and I appreciate you making us aware of your negative experience.
We strive to provide excellent customer service in a timely manner, and I apologise for any inconvenience this may caused you. If you wish to make a complaint, we have a robust complaints procedure which can be logged by emailing complaintsin@capquest.co.uk. So that we can discuss this further in more detail, you can message us through your online portal at: https://portal.capquest.co.uk or call us on 0333 99 7200.
Thanks,
Matthew
Need to improve on communication and…
Need to improve on communication and informing solicitors that account is fully paid and closed.and improve on legal aspects like removing my charge with land registry
September 11, 2024
Unprompted review
Reply from Capquest
Hello,
I am sorry to learn that we have not adequately communicated with you and updated solicitors that a charge next to your account should be removed. I understand how frustrating this must have been for you. We value our customers' time, and I appreciate you making us aware of your negative experience.
If the full balance, and not just the settlement figure, has been paid towards an account being serviced by us, then an agent should place this account with the appropriate servicer for the charge to be removed. If this has not yet been done, then you can get in touch with us by messaging us through your online portal at: https://portal.capquest.co.uk or by calling us on 0333 999 7200.
Kind regards, Matthew
I was a Koyo customer ….
I was a Koyo customer ….. no issues at all! Koyo accounts were clear, easy to follow and allowed me to keep track of everything, list of dates and payments …. Everything. The debt was then transferred and taken over by Capquest! The advisor on the phone actually told me that if I wanted to see my online account balance, the only thing I could do was to click “make a payment” to see how much I had left over ….. 😂😂 wasn’t allowed to see any other information ….. nothing on the “Dashboard” where all previous payments, future payments etc should have been visible! Contacted Capquest again …… again, completely useless and no help at all! 🤦♀️ It’s a shockingly bad company that’s poorly managed and totally unprofessional! Have seen a precious Koyo member also comment below on the shocking standards of this organisation 🙄
September 3, 2024
Unprompted review
Reply from Capquest
Hello Scarlett,
I am sorry to learn that you are having issues with the web portal and did not find the agent you spoke to helpful. I understand how frustrating this must have been for you. We value our customers' time, and I appreciate you making us aware of your negative experience.
We are aware of the issue you have described with the Koyo online portal. This is a known issue and we are working to fix it. There is not much more that I can advise that the agent you spoke to already advised. If there are any details you require to know about your account, then you can contact our dedicated Koyo team.
You mentioned you 'contacted Capquest again'. Just to be clear, you would only be able to discuss your account with a member of the dedicated Koyo team, so if you spoke to a general Capquest agent, they would not have been able to assist.
We strive to provide excellent customer service in a timely manner, and I apologise for any inconvenience this may caused you. You can get back in touch with us in order to look in to this matter in more detail. Our dedicated Koyo team can be contacted on 0333 999 8140 or by email on customers@koyoloans.capquest.co.uk
Kind regards, Matthew
I've never had to deal with such rude
I've never had to deal with such rude, incompetent people in my entire life. I was giving them my personal details to update their system. I gave them my date of birth half a dozen times to be told, "That's not the date we have on our system, we're going to have to end this call." Sorry but my date of birth has always been the same, it's never changed!!! And ive never given a false date of birth on any document. Turns out he misheard me over and over again, despite me saying it very clearly about 6 times. I was constantly spoken over and told i could manage my account online , i don't need to, the debt help company is doing that for me!! I wasnt allowed to get a word in to tell them why I was calling in the first place. I had to repeat myself over and over again as they didn't understand what I was saying. Even at the end of the conversation i was told that if the debt renained unpaid they would continue to come after me for the money. Id already explained prior to this that the debt help company were dealing with it, so DONT continue to threaten me please. Overall this company came across as very unprofessional, full of extremely rude people who don't listen. I felt like id been bashing my head against a brick wall the entire conversation The way I was treated and spoken to during this call was absolutely despicable.
August 7, 2024
Unprompted review
Reply from Capquest
Hello,
Thank you for your review. We value your feedback and take it very seriously.
I am sorry to learn that the agent you spoke to was rude and incompetent. I understand how frustrating this must have been for you. We value our customers' time, and I appreciate you making us aware of your negative experience.
We strive to provide excellent customer service in a timely manner, and I apologise for any inconvenience this may caused you. If you wish to make a complaint, we have a robust complaints procedure which can be logged by emailing complaintsin@capquest.co.uk.
The way we work is for our customers to get in contact with their debt management company to ask them to get in touch with us, Please get in touch with your debt management company and ask them to get in touch with us.
Thanks,
Matthew
I had a recent complaint raised with…
I had a recent complaint raised with capquest ....The lady I spoke to was helpful.and polite throughout.....she made the experience easier to deal with to a successful outcome
August 5, 2024
Unprompted review
Reply from Capquest
Hello James,
Thank you very much for sharing your positive experience. I am glad to hear that you were happy with the service that you received and that my colleague was helpful and polite.
Kind regards, Matthew
Appalling
These people took over an apparent debt with Sygma Bank via Creation Finance and years ago put an order on my partner's home. She denies ever having a debt with these people. We have spent months asking for evidence from Capquest, Creation Finance and Drydens their debt collectors. They all refer to each other. We finally had an acknowledgement letter from Capquest saying they would send the requested documents - namely evidence of the debt. Over a month later we telephoned to chase and were told that despite being on their letter head, the letter of acknowledgement was not sent by them and they knew nothing about it and referred back to Drydens.
My partner's stress is incalculable. The incompetence of all these organisations beggars belief and the couldn't give a (my word was not allowed by the system) about customer service is staggering.
July 30, 2024
Unprompted review
Reply from Capquest
Hello,
I am sorry to read that you have had a disappointing experience with ourselves, please be assured we value your feedback and take it very seriously.
It is not uncommon for us to send correspondence on behalf of someone else, however for us to not actually be servicing the account in question. It could be this is what has happened with your circumstance, however this should be easily identified and easy to communicate.
If you do not recognise this account, we just need to ascertain who is servicing the account. If it is ourselves, then we can discuss and follow our disputes process. If it is not ourselves, we can check to see who is the servicer of the account and direct you to them. We would need to view the account in question, therefore would ask you to contact us. To contact us you can either visit our online portal at: https://portal.capuest.co.uk or you can call us on 0333 999 7200.
At Capquest we have a very robust complaints process. Based on what you have put in your review we would welcome the opportunity to review your circumstances further and log a complaint if required. Again to do this we would need to speak to you, so we would ask that you either call us on 0333 999 8151, or contact us via the customer portal at https://portal.caquest.co.uk. Alternatively if you have a complaint you can email this to complaintsin@capquest.co.uk
Thanks
Matthew
Reply from Capquest
Hi,
Thank you very much for sharing your positive experience. I am glad to hear that you were happy with the service that you received and that my colleague was patient and polite. I will do my utmost to ensure your feedback is shared with the agent you are referring to.
Kind regards, Matthew
Thank you Amanda!
Thank you Amanda!
You just restored my faith in humanity. Thank you for handling my concerns and calmed me down and helped me. GOD BLESS YOU!
I have no doubt that you will be successful in your life personally and professionally. I hope you are appreciated in Capquest.
Take care!
Azade
July 5, 2024
Unprompted review
Reply from Capquest
Hi Azade,
Thank you very much for sharing your positive experience. I am glad to hear that you were happy with the service that you received and that my colleague calmed you down and helped you. I will do my utmost to ensure your feedback is shared with the agent you are referring to.
Kind regards, Matthew
Kelly
Kelly was fantastic from our first contact so understanding and caring we are so glad we reached out I wouldn't hesitate to do it again. nick
June 27, 2024
Unprompted review
Reply from Capquest
Hi Nick,
Thank you very much for sharing your positive experience. I am glad to hear that you were happy with the service that you received and that my colleague was understanding and caring. I will do my utmost to ensure your feedback is shared with the agent you are referring to.
Kind regards, Matthew
Disgusting predators
They have been writing to my dead dad for over a year now, threatening to send bailiffs round to acquire a £6,000 Lloyds debt my dad allegedly had. I have written to them numerous times and had aggressive contact centre staff tell me the debt has to be paid without any empathy towards the situation. Debt collectors put a note through the door of the property saying they will return, but ring doorbell shows they didnt knock? Besides the fact, my dad didnt have any debt and Lloyds have confirmed this to me. The fact they are still sending harassing communication to my tenants is disgusting. They wont accept me telling them my dad died in 2022 and are asking me for proof when they wont give me proof of the alleged debt. As they are constantly ignoring my emails I will be taking the matter further, as this has caused a lot of unnecessary stress to my life. I dread to think how they must get away with this scam to elderly or vulnerable adults.
June 24, 2024
Unprompted review
Reply from Capquest
Hello Jodie,
Thank you for your review. We value your feedback and take it very seriously.
If we have been advised that a customer has passed away, then this account should be placed with the appropriate servicer. We may not be able to discuss the account in detail with you, as this will depend on whether you are noted on the account as someone who has authorisation to do so, however we should not chasing anyone about this balance, especially if the account is not in your name.
We would very much welcome the opportunity to review your circumstances further, however in order to do this we would require to speak to you. To do this you can call us on 0333 999 8151.
If the matter you are referring to is still unresolved, please can you contact us as soon as possible, so we can work with you to review and correct any error that we identify has happened.
Similarly if you wish to complaint, we have a robust complaints procedure which can be logged by emailing complaintsin@capquest.co.uk.
Thanks
Matthew
Incompetent
Took out a CCJ against me incorrectly by their own admission and sent the paperwork to an address I hadn't lived at for over a year. When a simple search could have found where I lived. That was 3 years ago and apparently they've asked their solicitors to get it set aside. That was
last Oct 2023. Still says active on my credit file. I'm now going to get my own solicitors involved and take legal action against them. They are completely incompetent.
Regarding their response here. I've already made an official complaint. I've also emailed multiple times for an update without reply.
June 18, 2024
Unprompted review
Reply from Capquest
Hello Mark,
Thank you for your review. We value your feedback and take it very seriously.
I am sorry to read that your experience hasnt been a positive one. We would very much welcome the opportunity to review your circumstances further, however in order to do this we would require to speak to you. To do this you can either call us on 0333 999 8151, or contact us via the customer portal at https://portal.caquest.co.uk. We don't have a mailbox for customers to email.
If the matter you are referring to is still unresolved, please can you contact us as soon as possible, so we can work with you to review and correct any error that we identify has happened.
Similarly if you wish to complaint, we have a robust complaints procedure which can be logged by emailing complaintsin@capquest.co.uk.
Thanks
Matthew
Poor website and communication
I have had my loan with Koyo ( absolutely brilliant and transparent website) that has been taken over by capquest. Since the loan has been taken over the company I have lost all visibility and management of my loan as no available data on the system. I have contacted the customer service by message on the app/ web portal but still nothing
Very poor management of the available website site
June 6, 2024
Unprompted review
Reply from Capquest
Hello Sylwia,
I am sorry to learn that you are not able to view any details on the web portal. I understand how frustrating this must have been for you. We value our customers' time, and I appreciate you making us aware of your negative experience.
We strive to provide excellent customer service in a timely manner, and I apologise for any inconvenience this may caused you. To discuss this in detail with the Koyo team, you can call them on 0333 999 8140 or email them at customers@koyoloans.capquest.co.uk
Kind regards, Matthew
Chancers
Up to there old tricks again .( We have locked horns before , over a 10 year plus debt )
As a forces veteran I am inviting the Royal British Legion to stand by me.
Alleged debt 2k plus...looking for £600 to settle
So fishing trip to be polite.
Am getting the FCA and Information Commissioner involved as the want personnel details off me as well
May 11, 2024
Unprompted review
Reply from Capquest
Hello,
Thank you for your review. We value your feedback and take it very seriously.
The vast majority of contact we attempt is when we're trying to communicate with our customers so that we can work with them to find the most suitable approach to paying off their debts. It might be that their account has fallen into arrears and they are unaware, or we've not heard from a customer for many months. At Capquest we have a thorough dispute process, therefore If you do not believe that this account is yours and wish to dispute this, we would be happy to look into this further for you.
You mentioned that you are going to take this matter to the FCA and Information Commisioner. We would very much like the opportunity to resolve any complaint you may have against us, therefore if you do, please can you contact us to discuss and log any complaint you have. Our complaint team email is complaintsin@capquest.co.uk.
We're regulated by the FCA and ICO, and as such take our legal and regulatory obligations very seriously, to ensure we operate ethically and support our customers with their financial needs. Under the Data Protection Act, we are required to ask for the customer to confirm their full name, first line of address, postcode and date of birth before we can access their account and discuss in detail with them. This allows us to confirm that we are discussing the correct account and with the correct person, in order to keep your details safe and ensure we abide by the regulations that the FCA and ICO set.
To help me investigate this matter further, please message us through your online portal at: https://portal.capquest.co.uk or call us on 0333 999 7200.
Kind regards,
Matthew
Chancers
Chancers! They purchased debt of mine 15 years old, hoping I wasn’t familiar with the law and Statute of Limitations Act (5 years here in Scotland).
Similarly having purchased other debt previously they claimed to be looking into my personal financial affairs. I informed them this was both illegal snd harassment and threatened to take them to court.
Unsurprisingly they backed off. This proves they'll stop at nothing to get their ill gotten gains. They're NOT your friends and aren't doing you any favours.
Don't be fooled by them and ALWAYS check the validity of any claims against you.
April 17, 2024
Unprompted review
Reply from Capquest
Hello John,
Thank you for your review. We value your feedback and take it very seriously.
If any of our customers believe that their account qualifies for the limitations act, as soon as they make us aware they believe this to be the case, we will take the necessary steps to review and confirm if it qualifies or not. Should you feel this qualifies to yourself then please contact us and we can review this for you.
At Capquest we have a very robust complaints process. Based on what you have put in your review we would welcome the opportunity to review your circumstances further, however in order to do this we would require to speak to you.
To do this you can either call us on 0333 999 7200, or contact us via the customer portal at https://portal.caquest.co.uk. Alternatively if you have a complaint you can email this to complaintsin@capquest.co.uk
Thanks
Matthew
CapQuest Fake Reviews by using a bot farm usually from very poor countries who charge as little as 1 pence per comment!
Why are you using a company that has hundreds of profiles or ( BOTS ) leaving reviews! You’ve been caught out as there is no way that you’ve just got over 100 excellent comments in just a few minutes!
The Technical term is you hire a company called a Bot Farm! Hundreds of unmanned phones operated by 1 man per 100 phones giving out “Excellent comments which are very short to read! You only have a total of 1500 reviews & all of a sudden you get over 100 new comments over the past few minutes!!
Your a scan company who contact people like me who do not even own a Debt! Go Read “Capqusst Scams” on Google and watch how nearly all of them are negative! Go to Google reviews and nearly all the reviews are negative! I’m reporting you to Trust Pilot & trading standards.
April 14, 2024
Unprompted review
Reply from Capquest
Hello Cara,
Thank you for your review.
We value your feedback and take it very seriously. Let me reassure you that we do not use companies whose purpose is to leave reviews for us to positively influence our trustpilot score. I have reviewed our Trustpilot review history and I am unable to see the period you are referring to, however we would be grateful if you could either call us or send any evidence that you have regarding this so we can review it further.
At Capquest we have a very robust complaints process. You have mentioned referring us to Trustpilot and Trading Standards. We would welcome the opportunity to review any complaint you have against us, however in order to do this we would require to speak to you.
To do this you can either call us on 0333 999 7200 or contact us via our customer portal at https://portal.capquest.co.uk. Our aim at Capquest is to work with our customers to help them build a better financial future for themselves, so if you feel this is not the case and have a complaint, please can you contact us so we can look into and investigate the matter.
Thanks,
Matthew
Reply from Capquest
Hello,
I'm sorry to hear this. We strive to provide the highest level of customer service and support. If this hasn't been the case, I'd like to take this opportunity to fully investigate your experience and support you further.
Please message us through your online portal at: https://portal.capquest.co.uk or call us on 0333 999 7200 so we can talk in more detail.
Kind regards, Matthew
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