Frequently asked questions

Your account has been passed to us by a university, college, or another organisation you have a debt with. They’ve appointed us to take over the recovery of an outstanding balance and to make contact with you to discuss repayment of your debt on their behalf.

The top right of the letter you received from us will confirm who has passed your account to us. If you contact the original creditor, they will now ask you to speak to us about the outstanding balance on your account.

We now need to contact you to agree an affordable way for you to make payments towards the outstanding balance. You can call us on 01622 528543 or contact us here.

If we don’t hear from you, we will make additional attempts to contact you in writing and by phone.

We’ll ask you some security questions to ensure we’re talking to the right person before disclosing any account details. This is important so that we don’t talk to anyone but you about your account.

Once we know we’re speaking to the right person, we’ll explain what the account relates to and your options.

We’ll listen to you, understand your individual circumstances, and then work with you to identify affordable repayments.

We’ll offer you a range of payment methods and set a repayment date that suits you.

Having an overview of your incomings and outgoings to hand will help us to understand your financial situation and arrange a reasonable repayment plan.

We’ll be polite and courteous at all times and will never make unreasonable demands or ask you to pay more than you can afford.

By speaking to us and agreeing on the next steps for your account, you’ll prevent further calls and letters attempting to recover the amount outstanding on this account. You’ll also be taking positive steps to improve your debt situation.

If you would benefit from taking free and impartial debt advice, we can point you in the right direction. You can also find details of free debt advice providers here.

Please get in touch with us to discuss your outstanding balance. If you can’t afford to pay anything we won’t ask you to pay and we will help you get free money advice. Many customers worry and are put off from contacting us but then wish they had done so earlier. The short video below is part of the Credit Services Association’s HereToHelp campaign, and is designed to educate and reassure with the message that early contact will always result in a better outcome.

We can help you set up a repayment plan you can afford and work with you to pay off your debt. Our customer service representatives are highly-trained and we have a specialist team to help you if you have suffered job loss, illness or bereavement. Please call us on 01622 528 543.

100% of what you pay to us is taken from the balance owing and sent back to your original creditor.

You can check your remaining balance at any time by logging into, or by contacting us.

If you are unable to pay, visit our Help & Advice section where you can find contact information for non-profit making organisations for free confidential and impartial advice.

We are committed to supply the highest possible standard of customer care; indeed, it is at the heart of our Treating Customers Fairly policy. The policy is structured to ensure we can meet your expectations and our stated schedules. Here is our complaints handling procedure:

Complaints procedure

How to complain

Should you need to ask or complain about any aspect of our service, please call us on +44 (0)1622 528543, email us on: [email protected] or write to: Complaints, STA Unify, The Drying Loft, 25/26 Turkey Court, Turkey Mill Business Park, Ashford Road, Maidstone, Kent, ME14 5PP England.

Your rights

In the event that our final response does not satisfy you, you have the right to pursue the complaint further; with the Credit Services Association or, for debt regulated by the Consumer Credit Act, with the Financial Ombudsman Service. Here are their contact details for your convenience:

Credit Services Association, 2 Esh Plaza, Sir Bobby Robson Way, Great Park, Newcastle-upon-Tyne, NE13 9BA
Telephone: 0191 217 0775 Website: (click on Codes & Standards where you will find their Complaints Form).
Email: [email protected]

Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
Telephone: 020 7964 1000 Website: (click on How to Complain)
Email: [email protected]

Yes. We record all telephone calls for Quality and Training purposes.

STA Unify is a trading style of STA International Limited, a debt recovery company working with many universities, colleges and student accommodation providers in the UK. Learn more about us.

You can call us on 01622 528 543, or visit Contact us for more ways to get in touch.

The easiest and quickest way of managing your account with us is by using our dedicated site: A full list of our payment methods are available here.