Letter from The High Street Group? Read this before you pay or call back

If a letter from The High Street Group has just landed for a debt you don’t fully recognise, you are not alone. The High Street Group operates in the UK debt-collection market, chasing consumer-credit balances that the original lender has either sold or referred for collection — typically credit cards, catalogue accounts, mobile contracts, store cards and short-term loans.

This guide covers what they are legally allowed to do under the FCA’s CONC rules, the two checks worth running before you pay anything, and the realistic options if you can’t clear the balance — including how an IVA can legally stop contact and write the debt off.

Who The High Street Group are

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The High Street Group is a UK debt-collection business regulated by the Financial Conduct Authority for consumer-credit collection activity. Like every UK collector they must follow the FCA’s Consumer Credit Sourcebook (CONC), the Consumer Credit Act 1974, and — for any post-default interest or fees — the terms of the original credit agreement. UK consumer-credit collectors are typically members of the Credit Services Association, the trade body for the industry.

The first practical question is whether The High Street Group now owns the debt (a debt purchaser) or is chasing it on behalf of the original creditor (a contingent collector):

• Debt purchaser — they bought the account from the original lender at a discount. Settlement decisions sit entirely with them, including the ability to write off the unpaid balance.
• Contingent collector — the original creditor still owns the debt. The High Street Group chase it on a fee, and material settlements sometimes need to be ratified by the original creditor.

You can ask in writing whether they own the debt or are acting for the original creditor.

What they can and cannot legally do

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The High Street Group are debt collectors, not bailiffs. They can:

• Write to you and call you on numbers held by the original creditor
• Apply for a County Court Judgment (CCJ) if they believe the debt is enforceable
• After a CCJ, apply for an attachment of earnings, a charging order on a property, or instruct High Court Enforcement Officers
• Sell the debt on to another debt purchaser

What they cannot do without a court order:

• Force entry to your home
• Take goods, including from your driveway
• Threaten arrest — the debt is civil, not criminal
• Continue contacting you after a written request that they stop
• Add fees that aren’t agreed in the original credit agreement

If a field agent ever turns up at your door, you have no legal obligation to speak to them, let them in, or sign anything. Politely ask them to leave and follow up in writing.

Step 1 — confirm the debt is yours and is enforceable

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Before paying anything, the single most useful action is a CCA request under sections 77/78 of the Consumer Credit Act 1974. You have a statutory right to a copy of the original signed agreement. Send the request in writing, enclose the £1 statutory fee, and keep proof of postage. They have 12 working days plus a further 30 calendar days to respond. While they cannot comply, the debt is legally unenforceable in court. Many old or bulk-purchased debts cannot be backed by the original signed agreement, and a successful CCA request often ends the matter.

Step 2 — check whether the debt is statute-barred

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Most consumer debts in England and Wales become statute-barred under the Limitation Act 1980 once six years have passed since you last made a payment or acknowledged the debt in writing — provided no court action has been started in that window. In Scotland the rule is similar but the period is five years, and once a debt is “prescribed” it ceases to exist legally.

If the dates fit, write to The High Street Group stating that you consider the debt statute-barred and asking them to remove their contact. Do not pay anything, even a small “goodwill” amount, before checking the dates — a single payment can reset the clock.

Step 3 — choose the route out

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If the debt is yours and enforceable, the question is what you can realistically afford:

• Pay in full with a written discount agreement where possible.
• Affordable instalment plan based on the Standard Financial Statement. Under CONC they must consider what you can genuinely afford after essentials.
• Debt Management Plan — single monthly payment distributed across all unsecured debts. No write-off, but the chasing stops.
• IVA if total unsecured debt is £5,000 or more across two or more creditors. The IVA legally freezes their action and writes off the unpaid balance at the end of the 5-6 year term.
• Debt Relief Order if total debt is under £50,000 and spare income is very low.
• Bankruptcy for severe situations with no realistic monthly contribution.

Always confirm agreements in writing and never share bank details over the phone unless you have verified the line.

Common pitfalls when dealing with The High Street Group

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• Don’t ignore CCJ paperwork. A claim form sent to your address starts a 14-day acknowledgement-of-service timer. Miss it and judgment goes in by default.
• Don’t make a token “goodwill” payment before checking dates and validity — it can reset the statute-barred clock.
• Don’t ring numbers from a text without verifying the line through The High Street Group’s official channels — phishing using collector branding is common.
• Don’t agree to a payment plan you can’t afford in the hope of stopping the calls. Pressure increases when you default.

Frequently asked questions

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Are The High Street Group bailiffs? No. They are debt collectors and field agents. They can write, call and visit, but cannot force entry or take goods without first obtaining a CCJ and instructing High Court Enforcement Officers — a separate legal step.

Can they take me to court? Yes. If the debt is genuine, within the limitation period, and unpaid, they can apply for a CCJ. Most successful claims are uncontested defaults; responding properly often changes the outcome.

Will an IVA include this debt? Yes — it is unsecured and goes into an IVA like any other unsecured debt. Once approved, they must stop contacting you and cannot take legal action on the included balance.

How do I stop the calls? Send a written request that future contact be by post only. Under CONC they must comply.

Related guides

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• How to stop debt collectors chasing you
• How long can I be chased for a debt?
• Can debt be written off?
• How do I apply for an IVA?