Get in touch
Whether you have a question about your account or need to speak to someone, we're here to help — and we'll always signpost you to free independent advice if you need it.
Contact 1310 Limited
Our team handles account enquiries, disputes, hardship requests and general questions. We aim to respond within 5 working days.
Hardship or vulnerability? If you are in financial difficulty, experiencing a mental health crisis, or dealing with a vulnerable circumstances, please tell us when you get in touch. We will make sure your account is handled sensitively and that you're connected with appropriate support.
Breathing Space referrals
If you are in serious financial difficulty, you may be eligible for Breathing Space — a UK government scheme that provides legal protection from creditor contact and enforcement for up to 60 days (or longer if you are in a mental health crisis).
Breathing Space must be registered through an approved debt adviser. Contact one of the free services below and ask them about the Debt Respite Scheme. Once we receive a valid notification, we will immediately pause all collection activity on your account.
Need to send us documents? If you have documentation to support a dispute, hardship claim or Breathing Space application — such as a medical certificate, an income and expenditure statement, or correspondence from a debt adviser — you can send it by email to [email protected] with your account reference in the subject line.
Free, independent debt advice
These organisations provide free, confidential and impartial debt advice. They are entirely independent of 1310 Limited. Contacting them will never affect how we treat your account.
StepChange Debt Charity
A leading UK debt charity offering free online debt advice, budgeting tools, and debt management plans. Available 24/7 online and by phone Monday to Friday, 8am to 8pm, and Saturday 9am to 2pm.
stepchange.org → Phone: 0800 138 1111 (free)Citizens Advice
Free, independent advice on debt, benefits, housing, employment and more. Available via local offices, webchat, email and telephone. Advice is confidential and available to everyone.
citizensadvice.org.uk → Phone: 0800 144 8848 (England)MoneyHelper
The Money and Pensions Service's guidance hub — free tools, calculators, and links to regulated debt advice. Backed by the UK government. Available online, by phone and via webchat.
moneyhelper.org.uk → Phone: 0800 138 7777 (free)National Debtline
Free specialist debt advice by phone and webchat, run by the Money Advice Trust. Particularly strong on self-help resources and guiding people through debt solutions step by step.
nationaldebtline.org → Phone: 0808 808 4000 (free)You have the right to free debt advice before you commit to anything. We actively encourage you to use these services. A debt adviser can help you understand your full financial picture, prioritise your debts, and negotiate with creditors — including us — on your behalf.
What to expect when you contact us
We commit to the following response times for enquiries sent to [email protected]:
- General account queries — response within 5 working days
- Hardship or vulnerability disclosures — we aim to respond within 2 working days and to pause collection activity immediately upon receiving your contact
- Disputes — acknowledged within 5 working days; full investigation completed before any further collection steps are taken on the disputed amount
- Formal complaints — acknowledged within 5 working days; final response within 8 weeks (see our complaints procedure)
- Data subject requests — we will respond within one calendar month as required by UK GDPR
We do not operate a live phone line for all enquiries. If your enquiry is urgent and relates to a hardship or vulnerability situation, please say so clearly in your email subject line and we will prioritise your case.