Should I ignore the debt collector

When you're stressed about debt, calling a UK debt collector or creditor seems like the quickest way to "sort it" and get some answers. The issue is that a phone call often gives them the advantage.

On the phone:

• You are put on the spot and expected to reply immediately.
• You might agree to payments you can't genuinely afford simply to resolve the situation.
• You do not have an automatic written record of what was said or promised.

All of this makes it much easier for the creditor or debt collection agency to push for higher payments and much harder for you to protect yourself.

Faye is struggling with debt. She doesn’t have any children or a partner. She’s renting a flat on her own in Greater Manchester. Her salary isn't enough to cover her living costs, and she now finds herself caught in a cycle of borrowing. One of her debts has been handed over to a debt collector.

This is a common scene across the UK. Many people like Faye struggle to cover rent, food, energy bills, and credit repayments with a salary that isn't sufficient, leading to accounts being sent to collection agencies.

Problem one: Your frame of mind

When Faye arrives home from her shift late in the afternoon, all she can think about is her debt. So she picks up the phone and calls the debt collector, hoping to reach an agreement to improve her situation. The problem is that she is feeling anxious and isn’t thinking clearly. The phone starts to ring, and someone answers, directing her call to the correct department.

Faye isn't aware, but she's been connected to a trained call handler. Their main goal is to arrange a payment or establish a plan to recover the money as swiftly as possible. To achieve this, they collect extensive information to maximise the agreed amount, rather than what Faye can realistically afford.

When you're stressed, tired, or scared, it's very easy to share too much personal and financial information or to agree to a payment plan that seems okay on the phone but becomes unmanageable once rent and groceries are paid.

Problem two: You have no evidence

Faye doesn’t think to record the phone call; she's eager to finish it quickly. During the call, the debt collector agrees to a partial settlement, which helps ease some of Faye's financial worries. Faye feels very happy about this, but there’s still a problem.

Faye believed she had agreed to a partial settlement and made the payment with help from a supportive family member. However, she lacks any proof that a partial settlement was actually agreed upon.

There was no phone recording and no written confirmation.

A few months later, another debt collector sends her a letter demanding payment for the remaining balance of the debt she believed she had paid off. Faye argues that she already settled the debt as a partial settlement, as agreed with the previous collector. The new collector requests... you guessed it... proof. Faye does not have this.

This is why relying on a phone call can really harm you. Without a clear written record, it becomes your word against theirs, and collection agencies will almost always revert to "we have no record of that agreement".

So, in what ways could having everything in writing have benefited Faye?

Having everything in writing would have provided Faye with a clear record of all her conversations with the debt collector. It would be something she could easily refer back to, helping her remember exactly what was discussed and agreed upon. Most importantly, it would serve as proof of the partial settlement, giving her added peace of mind.

Writing could have given Faye time to carefully consider what she wanted to say and to read through responses at her own pace, making sure she understood everything. When she was on the phone, Faye felt pressured to reply right away, which didn’t leave her enough time to fully think about the information she was sharing.

Faye believed she had agreed to settle her debt for a lower amount, but instead, she paid a lump sum. The remaining debt has now been transferred to another debt collector to pursue.

She aimed to leave the debt and stress behind, but ultimately found herself in the same situation, with a balance still to pay.

Communicating only through writing could have helped Faye feel more in control, giving her greater security and confidence.

Practical benefits of putting everything in writing

When you communicate with UK creditors and debt collectors through letters, emails, or secure messages you:

• Create a clear paper trail of every offer, response and agreement.
• Can reread what they have said and seek advice before replying.
• Avoid being pressured into agreeing to unaffordable repayments on the spot.
• Can keep copies of every letter and email in case there is a dispute later.
• Show that you are engaging with the debt in a calm, organised way.

If a creditor ever tries to go back on what was agreed, having written evidence is your best friend. It's much harder for them to deny or "reinterpret" what is clearly laid out in black and white.

How to write to creditors and debt collectors

You don't need to make it elaborate or legal-sounding. A simple, clear letter or email is enough. For instance, you can:

• Briefly explain that you are experiencing financial difficulties.
• Outline your income and essential expenses to help them understand what you can realistically afford using our Budget Planner.
• Make a fair, affordable payment offer instead of just accepting what they ask for.
• Request written confirmation for any agreement, settlement, or payment plan.

Including your account reference, name, and address helps link your letter to the correct account. Remember to keep copies of everything you send and receive back.

The Real Debt Guy is a qualified financial adviser and a UK debt expert. The information in this article is considered to be true and correct at the publication date.