Lender Details›Debt Collector Guide

What to do if a debt collector contacts you

General information about your rights and what to do next. This is not legal or debt advice — always speak to a free regulated service for your specific situation.

Struggling with debt? The most important thing is to contact a free, regulated debt advice service. They can help in ways this guide cannot. See the services listed below.

Free regulated debt advice — start here

These services are free, confidential and staffed by trained debt advisers. They can review your full situation and explain all your options.

StepChange Debt Charity

Free, confidential debt advice and debt management plans. Online or by phone.

www.stepchange.org ↗

0800 138 1111

National Debtline

Free, independent debt advice. Can help you understand your rights with debt collectors.

www.nationaldebtline.org ↗

0808 808 4000

Citizens Advice

Free advice on debt, benefits and your legal rights. Local offices and online.

www.citizensadvice.org.uk/debt-and-money ↗

0800 144 8848

MoneyHelper

Government-backed money guidance and debt advice locator.

www.moneyhelper.org.uk/en/money-troubles/dealing-with-debt ↗

0800 138 7777

General information only. This guide is for general educational purposes. It does not constitute legal advice, debt advice or regulated advice of any kind. Debt rules are complex and individual circumstances vary significantly. Always verify your situation with a qualified adviser or free debt service before taking action.

Step-by-step: what to do

1

Do not ignore the contact

Ignoring debt collector letters or calls will not make the debt go away. In most cases it makes things worse. It is better to understand what is happening and seek advice.

2

Check who is contacting you

Find out the company's name and look them up on the FCA Register (register.fca.org.uk) and Companies House. You can also check our Lender Details section for company information.

3

Ask for a written statement of the debt

You have the right to ask the debt collector for a written statement showing the amount owed, who the original creditor was, and any interest or charges added. They must stop chasing you while they provide this.

4

Check whether the debt is statute-barred

In England, Wales and Northern Ireland, most unsecured debts become statute-barred after 6 years if there has been no payment and no court action. In Scotland it is usually 5 years. A statute-barred debt is not written off — but a creditor cannot take court action to recover it. Get advice from Citizens Advice before assuming this applies.

5

Do not make payments to confirm a disputed debt

If you believe you do not owe the debt, or the amount is wrong, do not make a payment without first taking advice. A payment could restart the statute of limitations clock in some cases.

6

Get free regulated debt advice

Before agreeing to any payment plan or settlement, speak to a free regulated debt advice service. They can review your full situation and help you understand all your options — including those that a debt collector will not tell you about.

7

Report harassment or rule-breaking

Debt collectors are regulated by the FCA and must follow fair debt collection rules. They cannot call excessively, threaten legal action they cannot take, or mislead you. If you believe a collector is behaving unfairly, report them to the FCA (fca.org.uk) or the Financial Ombudsman Service (financial-ombudsman.org.uk).

✕What debt collectors cannot do

  • ✕Pretend to be a court official, bailiff, or police officer
  • ✕Threaten legal action they do not actually intend to take, or that they have no power to take
  • ✕Contact you at unreasonable times of day without your agreement
  • ✕Contact you at your workplace if you have told them this is not appropriate
  • ✕Continue to pursue a debt you have formally disputed without providing evidence
  • ✕Pass off your debt as someone else's or inflate the amount
  • ✕Use language that is designed to intimidate or mislead
  • ✕Visit your home without prior warning in most circumstances
  • ✕Enter your home without your permission (note: bailiffs — enforcement agents — have different powers)

Source: FCA Consumer Credit Sourcebook and FCA Debt Collection rules. Always verify current rules with Citizens Advice or the FCA.

✓What debt collectors can do

  • ·Contact you by letter, phone, email or text to request payment
  • ·Pass your debt to a third-party debt collection agency or sell it to a debt purchaser
  • ·Apply to court for a County Court Judgement (CCJ) if the debt is owed and unpaid
  • ·Charge interest and fees as set out in your original credit agreement (within FCA rules)
  • ·Report the debt to credit reference agencies (which may affect your credit file)

How to report a debt collector who is behaving unfairly

If you believe a debt collector has broken FCA rules or treated you unfairly, you can report them to:

Look up the company that contacted you

Our Lender Details section lists 144 UK financial services companies — including debt collectors and debt purchasers — with FCA information, contact details and public review sources.

Browse debt collectors →Search all lender details →

General money tools that may also help

If you are managing difficult finances alongside a debt situation, Ask Fin's budgeting tools may help you understand your income and outgoings more clearly. These are educational tools — not a substitute for regulated debt advice.

Ask Fin tools for people dealing with debt

General guidance only. Always use a free debt advice service for debt-related decisions.

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