Q. How secure is the customer information posted to fieldcall.co.uk? Would I be contravening the Data Protection regulations?
All information is password controlled and security encrypted - in fact, the Data Protection registrar tells us that fieldcall.co.uk is more secure than current methods of transferring information ie post and Fax. So, in fact, you will be improving your security, not compromising it

Q. If our customers have not given us express permission to put their details on the site, are we not able to use fieldcall.co.uk?
Most credit agreements carry a clause entitling you to instruct outside Agents to help with your collection effort, so because fieldcall.co.uk is so secure you are ok to post their details. Check your Terms and Conditions for this clause. If you're still not sure, give us a call and we'll advise you.

Q. How long will I have to wait before your Agent reports back to me?
When you start posting instructions to fieldcall.co.uk we will agree service standards with you. However, generally we ask for two weeks to complete our work.

Q.How can I monitor the progress of my instruction?
There's no need! Simply log on with your Username and Password, search for the instruction, and the Counsellor will have updated their activity. However, if you need more information, you can contact us direct

Q. Are there any instructions your Counsellor are not prepared to carry out?
Our Counsellors are skilled negotiators able to carry out most instructions - house and vehicle repossessions, commercial and consumer debt, mortgage counselling; any instructions where the client needs to establish face to face contact with their customer

Q. Are there any areas of the country your Agents will not carry out instructions?
No, we provide nationwide coverage of the UK and Northern Ireland.

Q. What fee's do you charge?
Fees will be agreed with you when we agree service standards. Please click here, and complete our enquiry form, and we will contact you to arrange setting you up on the system

Q. I can't find my instruction on the fieldcall.co.uk system. What do I do?
Use the Search function with the customer name or reference number. If you still can't find it, give us a call and we'll help you

Q. What happens if my customer contacts me after I've posted an instruction but before your Counsellor has made contact?
If we've had no involvement in resolving the problem we'll cancel the instruction for free. If we've been responsible for the customer contacting you to resolve the matter, we will talk to you about the fee payable

Q. I manage a department with 30 staff. Will I be able to monitor all of their instructions to fieldcall.co.uk?
Yes. In fact, you can monitor up to four levels of authority, and each of those levels can monitor their own instructions - all managed by passwords

Q. How many instructions will I receive?
The system is relatively new but we are taking on more clients all the time. If instructions are slow to Start with - don't worry

Q. Do I need to have Broadband to participate?
Broadband is not a pre-requisite, but you might find it difficult to update and report effectively without it

Q. What happens if I haven't completed the instruction before the due date and need more time?
We can't stress enough that due dates must be adhered to. However, if you need more time you can e-mail a request to the client and they will respond

Q. What happens if the client cancels the instruction after I have made a visit to the customer?
We will need to establish with the client if you're involvement helped resolve the problem. If not, we
Will need to accept the cancellation with no fee. If yes, we will negotiate with the client on your behalf for the fee.

Q.How can I use the system if I am out in the field?
You can if you have a wireless connection to the internet via your laptop or PDA. The best method however is to print the blank report first and take down the details manually. This is not as long winded as it seems, as the online report completion consists of many drop down selections and pre-filled fields. It won't take any longer in terms of your time compared with traditional methods of reporting.

Q Will I need any training?
Yes, this will be in the form of an online help as well as an introductory session and one to one support from the Fieldcall office.

Q How shall I invoice you for my services?
Fax or post us your invoice clearly stating our Fieldcall reference number. We will then pay you via the method you have already indicated to us

Q Will the client phone me to give or request updates for a call?
No, this is one of the fundamental principles of the system. All communication must be carried out on-line.

Q How often should I log on and update the customer record?
As often as you can but as a matter of course you must update as soon as possible after each visit. Up to date information is the key reason why our clients are using this system.

Q Are my fees the same for each instruction?
No, our fee structure varies according to client and nature of instruction. You will be emailed the client service levels and instruction fees as new clients join the system.