Who is TDX Group?
We work with creditors across financial services, utility, local and central government, telco and media sectors providing solutions - in partnership with the very best suppliers in the industry - to support them with their account management needs.
One of the firms we work with is Max Recovery Limited, which purchases accounts that are in an active insolvency or in the process of becoming insolvent. These accounts are purchased from the original lender who provided consumers with credit in the first instance. TDX administers these accounts on behalf of Max Recovery Limited in accordance with the terms and conditions of the account.
We help businesses that offer credit to recover money owed to them, we do not work directly with consumers or individuals. This page will provide further information on who to contact for further support.
How to contact us
call:
08000 902 302
Monday to Friday from 8 a.m. to 6 p.m.
excluding bank holidays.
post:
The Insolvency Exchange (TIX)PO Box 152
Innovation House
BLYTH
NE24 9GD
Frequently Asked Questions
I’ve received a letter saying Max Recovery has taken over my account and TDX Group Limited will be administering the account. Who are Max Recovery and TDX?
Max Recovery Limited (Max Recovery) purchase accounts that are in an active insolvency or in the process of becoming insolvent. These accounts are purchased from the original lender who provided you with credit in the first instance. TDX administer these accounts on behalf of Max Recovery in accordance with the terms and conditions of your insolvency. TDX will not chase you personally for payment.
I'm in an active insolvency (IVA/trust deed/bankruptcy) but I'm still receiving statements from my creditor. Should I be?
Yes. The statements are issued to comply with the Consumer Credit Act. They are for your information only and are not a demand for payment. You will continue to receive these either once or twice a year whilst your insolvency is still active. Once your creditor has been notified of the completion of your insolvency, statements should no longer be issued.
The balance showing on my statements does not seem to be decreasing. Is my IP/trustee not paying you?
It is common for payments to be received at different intervals throughout an insolvency and is dependent on your IP/trustee. Should you have any payment queries we would advise you to speak to your IP/trustee directly, who should be able to advise you further.
Does Max Recovery add interest or charges to my account?
No. Neither Max Recovery nor TDX (who administer the account) add any interest, fees or charges to your account.
I have finished my payments into my insolvency, is it now complete?
Although you may have finished making payments into your insolvency, the insolvency can remain active in order to complete any final administration or payments by the IP/trustee. When the insolvency has closed, you will receive a completion certificate to confirm this. Please provide a copy of the completion certificate to our Operations team maxrecoveryqueries@theinsolvencyexchange.com. We will ensure your records are up to date on our system.
I have been discharged from my insolvency, when will you update my credit file?
Your IP/trustee is allowed up to 28 days before issuing confirmation to your creditors. Once we receive confirmation of the completion, we will update your credit file. Credit Reporting Guidelines advise to allow six to eight weeks for this update to be completed. However, we aim for this to be completed within 30 days once we have been notified of the completion.
Please provide a copy of the completion certificate to our Customer Support team at maxrecoveryqueries@theinsolvencyexchange.com. We will ensure your records are up to date on our system.
I have checked my credit file. What should it show now that I have completed my insolvency?
When your credit file is updated your account will show:
Settled – this is when 100p in £ has been paid to your creditors (when the amount owed is paid back in full).
Partially settled – anything lower than 100p in £ paid to your creditors (when only a proportion of the amount owed is paid back.
Further information on credit reporting is available from the credit reference agencies (Experian, Equifax, TransUnion), via their helpdesk, website or FAQ pages:
https://www.experian.co.uk/consumer/guides.html
https://www.equifax.com/personal/help/
https://www.transunion.co.uk/consumer/credit-score-faq
Please note: Your account will continue to appear on your credit file for six years from the date of default, the credit reference agency will then remove the account from your credit file.
I never defaulted on my account but this has been included in my insolvency. Why is this showing as defaulted on my credit file?
Although the account may not have defaulted in the past, once an account is entered into an insolvency, this is automatically deemed a default. This will show on your credit file for six years from the date the account defaulted.
Further information on credit reporting is available from the credit reference agencies (Experian, Equifax, TransUnion), via their helpdesk, website or FAQ pages: For more information please visit the the Equifax Knowledge Centre: https://www.equifax.co.uk/resources/home
Alternatively, you may wish to refer to the Information Commissioners Office (ICO) guidelines. These are also available online.
I do not think the correct date of default is showing on my credit file, what should I do?
The date Max Recovery use as the date of default will either be the earliest of: the date that you entered into your insolvency; or the date supplied by your lender who provided you with credit.
Should you believe that the incorrect date has been used, please contact TDX’s Operations team using the contact details provided – together with any evidence of the default date.
I have duplicate entries on my credit file for Max Recovery and the original lender. Should this be the case?
When a creditor sells an account to another creditor, they update their entry to show as ‘settled / satisfied with a date. This date indicates when the debt was sold to another company. The company that purchased the account will then create a new entry on your credit file, which will be the entry that is updated if things change on the account, such as the balance. This is not a duplicate entry as the entries are consecutive. This entry will remain on your credit file until six years from the date of default. For further information visit the Equifax Knowledge Centre: https://www.equifax.co.uk/resources/home.
I want to pay off my account with yourselves. However, my insolvency is still active. Can I do this?
No. We are unable to accept payments from you whilst your insolvency remains active. Please discuss this further with your IP/trustee.
I have failed my insolvency. Can I make payments to you directly?
Please provide a copy of the termination certificate to our Operations team maxrecoveryqueries@theinsolvencyexchange.com. We will ensure your records are up to date on our system. We will transfer your account to Drydens who will contact you to discuss the options available.
I am not happy with my insolvency, what should I do?
In the first instance, you should contact your IP/trustee to attempt to resolve any issues you may have. Please see below a link to our Getting help with debt page, which contains information on charities and businesses who may be able to help
What if I want to make a complaint about my account?
If you want to make a complaint, please contact TDX's Customer Support team who will work to resolve your concerns as quickly as possible. This is a copy of TDX's complaints procedure Should you remain dissatisfied with the outcome, you may be entitled to forward your complaint to the Financial Ombudsman by calling their helpline on 0800 023 4567 Monday to Friday - 8am to 5pm and 9am to 1pm on Saturday or visit their website at: www.financial-ombudsman.org.uk or email to complaint.info@financial-ombudsman.org.uk.
Getting help with your debt
If you are facing difficulties with your debt repayments, please find some of the resources that are available to you below.
Charities and businesses who may be able to help
AdviceUK
Phone: 0207 469 5700
Website: www.adviceuk.org.uk/looking-for-advice/find-advice/
AdviceUK and Advice NI provide support services and is the main point of contact and provider for over 1000 information and advice centres spread throughout the UK and Ireland. About 300 centres provide debt advice.
Advice NI
Phone: 0289 064 5919
Website: www.adviceni.net
Citizens Advice Bureau (CAB)
Website: www.citizensadvice.org.uk for advice or to find a local CAB
The Citizens Advice service is a network of charities that provide free, confidential and impartial advice on a wide range of problems from over 3,200 locations across the United Kingdom.
Money Advice Service
Website: www.moneyadviceservice.org.uk
Free and impartial money advice
Money Advice Scotland
Phone: 0141 572 0237
Website: www.moneyadvicescotland.org.uk
National Debtline
Phone: 0808 808 4000
Website: www.nationaldebtline.co.uk
National Debtline provides free, independent, confidential and impartial advice by telephone in England, Wales and Scotland. They give expert advice on dealing with debts and back up their specialist advice over the telephone with written self-help leaflets which they can send out to you for free. They can arrange for a debt management plan for free, although this will depend on circumstances.
Payplan
Phone: 0800 280 2816
Website: www.payplan.com
Payplan provides a free debt management service. Payplan is an independent company whose aim is to help people set up and keep to a manageable repayment plan and can offer clients a totally free service with 100% of an individual's payment going towards reducing his/her debts.
StepChange
Phone: 0800 138 1111
Website: www.stepchange.org
StepChange is a charity funded by the financial services industry specialising in debt management plans. Some people benefit from just counselling, others need a more structured debt management plan. You can arrange this by making an appointment with a counsellor. The StepChange Service is completely free and confidential, whatever the outcome.
What is the Right To Access?
The right of access, commonly known as a Data Subject Access Request (DSAR), gives individuals the right to obtain a copy of their personal data as well as other supplementary information.
You are entitled to see the personal data Max Recovery Limited and TDX Group holds on you free of charge. This will also include any personal data that is held by a debt collection agency that is acting as a processor for TDX Group.
To submit a subject access request, please email DSAR@tdxgroup.com.
How long should an organisation take to complete a SAR?
An organisation must act on the data subject access request without undue delay and at the latest within one month of receipt. The time can be extended to respond by a further two months if the request is complex or you have received a number of requests from the individual. It would be unusual for a request into TDX Group to be complex but should this be the case, we will let you know within one month of receiving your request explaining why the extension is necessary.
Can an organisation charge a fee for this?
A copy of your personal data will be provided free of charge. It can only charge a fee if it thinks the request is 'manifestly unfounded or excessive'. If so, it may ask for a reasonable fee for administrative costs associated with the request.
When did GDPR come into effect?
GDPR came into force on 25th May 2018. GDPR was approved and adopted by the EU Parliament in April 2016. The regulation took effect after a two-year transition period and, unlike a Directive, did not require any legislation to be passed by government.
How to complain
Full details of our complaints process
We are committed to treating all consumers fairly and we constantly strive to offer the highest possible level of service. However, there may be occasions when you feel you have cause for complaint.
When this happens please contact us and let us know and we will ensure that we fully investigate your complaint and do everything we can to put things right for you. We will keep you up to date as matters progress and you are free to contact us at any time if you have any questions.
If you are unhappy with any aspect of our service you can choose how you tell us about it. Whichever way you contact us we will start investigating straight away.
- Telephone: 0333 207 6533
- Email: consumercomplaints@tdxgroup.com
- Write: The Complaints Team, TDX Group, Service Assurance Team, First Floor, 6 Wellington Place, Leeds, LS1 4AP.