Creditor, lender or debt-collection entity

Three

Independent information about Three mobile and device-plan arrears, payment support, debt collection and complaints.

Three says customers worried about Airtime or device-plan payments should contact it as soon as possible. Missed payments can be reported to credit files, and accounts with several consecutive missed payments may ultimately be passed to a debt collection agency if no workable repayment solution is agreed.

What role does Three have?

Original creditor

The company contacting you is not necessarily the company that legally owns the debt. Check the original creditor, current owner and the role stated on your latest correspondence.

Legal identity and regulatory position

Three is operated by Hutchison 3G UK Limited, company number 03885486. Three states that Hutchison 3G UK Limited is authorised and regulated by the FCA for consumer credit under reference 738979.

Hutchison 3G UK Limited states that it is FCA-authorised and regulated for consumer credit under reference 738979. Telecom service standards and complaints also sit within Ofcom’s regulatory framework.

Contacting Three

Use the Three app, My3, live chat or Three’s current customer-contact routes. If a debt collection agency is involved, check whether it is collecting an Airtime balance, a separate device-plan balance, or both.

If you want to complain

Three publishes an official complaints process by live chat, phone, online form and post, together with its Complaints Code of Practice.

What to check before paying or agreeing a plan

  • Confirm the account reference and original creditor match your records.
  • Check whether the company says it owns the debt or is collecting for another organisation.
  • If you do not recognise the debt, ask for clarification before making a payment or admitting liability.
  • Keep copies of letters, emails, payment offers and complaint correspondence.
  • Do not agree to a repayment amount that is not affordable alongside priority household bills.

Related guidance

Important: YourFinances.co.uk is not affiliated with Three. This page provides general information and does not confirm that any debt is valid, enforceable or owed by a particular person.