If a company like ours is coming to your address, it is usually because a lender has lost contact with you or your account has fallen behind. In most cases the visit is to talk to you and understand your situation, not to take anything. This page explains what happens, what we can and cannot do, and where to get free help.

Who We Are

Towerhall Solutions is an asset recovery company. We are authorised and regulated by the Financial Conduct Authority, and we work on behalf of banks, finance companies, and other lenders.

We are not bailiffs or High Court Enforcement Officers. They have powers given to them by a court. We do not have those powers, and the difference matters, so it is worth being clear about what we can actually do.

Why Someone Might Be Coming

There are a few common reasons.

Your lender has written or called and had no reply, often because they do not have your current address or phone number. Your account has fallen behind and they want to understand why. 

There are documents that have to be handed to you in person.

There is a vehicle or asset on a finance agreement that the lender is entitled to recover.

Most visits fall into the first two categories. Most of the time, nobody is coming to take anything.

What Happens at the Door

Our agent will introduce themselves, tell you who they are working on behalf of, and explain why they are there.

You can ask to see identification, and you should. Every one of our agents carries it. If anyone turns up at your door claiming to represent us and cannot show you identification, do not engage with them and call us on 01342 718300 to check.

The conversation itself is usually short. The agent will want to confirm you are the right person, explain why the lender has been trying to reach you, and listen to your situation. They are not there to pressure you into paying. We in fact DO NOT collect payments BUT we do encourage you to Re-Engage with your finance company/debtor before it is too late.

What We Can and Cannot Do

We cannot force entry into your home. We cannot enter without your permission. We cannot take your household belongings or your furniture. We cannot remove anything that is not specifically covered by a finance agreement. And we cannot behave aggressively or threaten you.

We can attend your address and ask to speak with you. We can hand you documents. And where a vehicle or asset is on a finance agreement and the legal conditions have been met, we can recover that specific item.

If you want the agent to leave, say so and they will.

If It Is About a Financed Vehicle

Vehicles on hire purchase or conditional sale agreements are different from things you own outright, and there are protections in the law for you.

Your lender must have sent you a Default Notice first, giving you at least fourteen days to put the arrears right. If you have paid a third or more of the total amount payable under your agreement, the vehicle cannot be taken without a court order. That is called the Protected Goods rule and it exists specifically to protect customers who have already paid a substantial part of their agreement.

If you are not sure how much you have paid, ask your finance company before anything happens. They have to tell you.

If You Are Struggling

This is the part that matters most.

If you cannot pay, telling us is not going to make things worse. It is what allows the right thing to happen. People avoid these conversations because they expect judgement or pressure, and that expectation is usually the main reason an account goes silent for months.

Our agents are trained to recognise when someone is in difficulty, and they have the authority to stop and step back rather than push on. If you are dealing with a mental health crisis, a bereavement, illness, a relationship breakdown, or anything else that has made this impossible, say so. It changes how the case is handled.

You do not have to explain everything to us if you would rather not. You can simply ask us to pass on that you are getting debt advice.

Free, Independent Help

You never have to pay anyone for debt advice. These services are free, confidential, and independent of us and of your lender.

StepChange Debt Charity — freephone 0800 138 1111, Monday to Friday 8am to 8pm and Saturday 9am to 2pm. Free online advice 24 hours a day at stepchange.org

National Debtline — 0808 808 4000

Citizens Advice — advice in person, by phone, and online

If you are in crisis and need to talk to someone, the Samaritans are available free on 116 123, at any hour.

If You Are Not Happy With How We Have Behaved

We hold ourselves to a standard and we expect to be held to it.

If an agent has behaved in a way you are not happy with, contact us on 01342 718300 and ask for our complaints process. We take it seriously, and so does our regulator. You also have the right to complain to the lender who instructed us, and ultimately to the Financial Ombudsman Service.

The Short Version

Ask for identification. You are allowed to. Tell us if you are struggling, because it genuinely changes what happens next. Get free advice, and do not pay anyone for it. And if there is a vehicle involved, check where you stand on the one third rule before anything is agreed.

If you want to speak to us, call 01342 718300. We would always rather have the conversation than not.

‍