Code of conduct

Our Promise

At Ophelos, we want to help you resolve debt in a way that works for you, at your own pace. We promise to do everything we can to ensure that you have a positive experience with us.

Please treat our team with respect

We know that it can be daunting and stressful to deal with debt. Our wonderful team are here to help in every way they can.

If something is wrong, just let us know. You can find more information on the ways that we can help in our help centre.

Unacceptable behaviour

Our team will always treat every customer with kindness, respect and understanding. We ask the same from our customers. We will not tolerate:

  • Swearing
  • Abusive language
  • Discrimination, e.g. racism, sexism, homophobia
  • Threats of violence

If you engage in any of these behaviours during a call with our team, they will end the call and will not take further calls from you. A call can be arranged with a manager within two working days, however, we ask that you contact us by email to request this.

If there are repeated or serious incidents of unacceptable behaviour your account will be placed on hold and returned to the creditor. We will not engage with you any further. We don’t like to do this, as it is our goal to help every customer as much as possible. Our customer support team are amazing people and they deserve to be treated as such.

A word on communication

Our team can be contacted by email, phone, text or live chat. We kindly ask that you don’t overload these services.

Please only reply to one form of communication and ignore any further correspondence you may receive from us before a team member is able to get back to you. Our opening hours are 9am-5:30pm on weekdays (excluding bank holidays).

Contacting Us

In order to resolve a complaint regarding the Site or to receive further information regarding use of the Site, please contact us at:

Ophelos Limited:

8th floor,
9 Appold St,
London EC2A 2AP
United Kingdom