How to make debt collectors go away?

Before you respond to a debt collector, these guides may help:

• If you are unsure whether to call or write, read Should You Call or Write to a Debt Collector in the UK?.
• If the debt has been sold, read How Debt Collectors Buy Debt in the UK.
• If you cannot afford the payment they are asking for, read UK Token Payments: 8 Steps to Manage Debt Repayments.
• If you are being asked for income and expenditure details, read Do I Have to Fill Out an Income and Expenditure Form in the UK?.
• If the debt may be old, read What Is Statute Barred Debt and How Do I Know If Mine Qualifies?.

The aim is to understand what you are dealing with before you agree to anything.

A debt collector can contact you to ask for payment, ask you to discuss the account, ask for information about your situation and ask you to make a payment offer.

They may be collecting on behalf of the original creditor, or they may now own the debt because it has been sold to them.

But they cannot do whatever they like. They must communicate clearly, treat customers fairly, and follow the rules that apply to regulated consumer credit debts.

The first thing to check is who is contacting you and what role they have.

Ask:

• What is the name of the company contacting me?
• Are they the owner of the debt or collecting for someone else?
• Who was the original creditor?
• What is the account or reference number?
• What amount are they asking for?
• What evidence do they have that I owe it?

If you do not recognise the debt, ask for proof before making a payment or offer.

FCA rules say a person contacting a customer on a firm’s behalf must explain the identity of the firm, their relationship to the firm, and the purpose of the contact.

In plain English, you should not be left guessing who is contacting you or why.

If a letter, text, call or email is unclear, ask them to confirm:

• who they are;
• who they are acting for;
• whether they own the debt;
• what debt they are contacting you about;
• the account number;
• the amount they say is owed;
• how the balance is made up;
• what they want you to do next.

They should not pressure you into a payment that is unaffordable.

FCA rules say firms must take reasonable steps to make repayment arrangements sustainable. The FCA also says a repayment arrangement is unlikely to be sustainable if it means you cannot meet priority debts and essential living expenses.

The FCA says firms must not pressure a customer to pay a debt in one single payment, very few payments, unreasonably large amounts, or within an unreasonably short time where doing so would harm the customer’s financial circumstances.

If a collector is asking for more than you can afford, do not agree just to stop the pressure. Work out your budget first, protect priority bills and respond in writing.

Yes, in some situations you may offer a small token payment if that is all you can realistically afford.

FCA rules give examples of forbearance and due consideration, including accepting no payments, reduced payments or token payments for a reasonable period where paying existing debts would leave the customer unable to meet priority debts or essential living expenses.

That does not mean every creditor must accept every offer forever. But it does mean your offer should be based on what is affordable, not on pressure.

For the full step-by-step method, read UK Token Payments: 8 Steps to Manage Debt Repayments.

For important debt decisions, writing is usually safer.

A phone call can be useful for simple admin, such as asking for an email address or confirming a reference number. But payment offers, disputes, complaints, settlement offers and affordability information should normally be confirmed in writing.

Writing gives you time to think. It also gives you a record of what was asked, what you sent and what was agreed.

For the full explanation, read Should You Call or Write to a Debt Collector in the UK?.

Debt collectors can contact you, but contact should not become unreasonable, misleading or unfair.

FCA rules say firms must not contact customers at unreasonable times and must pay due regard to reasonable requests about when, where and how the customer may be contacted.

Citizens Advice lists examples of creditor harassment, including contacting you several times a day, early in the morning or late at night, pressuring you to pay more than you can afford, threatening you, trying to embarrass you, or telling someone else about your debts.

If contact feels excessive, keep a log of calls, texts, letters and visits. Ask for contact in writing and keep a copy of your request.

They should not unfairly disclose or threaten to disclose information about your debt to someone else.

FCA rules say a firm must not unfairly disclose or threaten to disclose information relating to the customer’s debt to a third party. They should also take reasonable steps to make sure third parties do not become aware that the customer is being pursued for a debt.

Citizens Advice also lists telling someone else about your debts, or using another person to pass on messages, as behaviour that can amount to harassment.

If a debt collector has contacted family, neighbours, your employer or someone else in a way that reveals or hints at your debt, keep evidence and consider making a complaint.

A debt collector is not the same as a bailiff or enforcement agent.

For regulated credit debts, FCA rules say that if someone visits a customer on a firm’s behalf, they should clearly explain the purpose and intended outcome of the visit and give adequate notice of the date and likely time, unless it is not practicable to do so.

FCA rules also say visitors must not act in a threatening manner, enter a customer’s property without consent or an appropriate court order, refuse to leave when reasonably asked to do so, or visit at an inappropriate location unless the customer has expressly consented.

You do not have to let a debt collector into your home just because they have turned up. If you are unsure, ask them to leave and put everything in writing.

You are not automatically required to send private documents just because a debt collector asks for them.

A creditor or debt collector may ask for evidence if you are making a reduced payment offer. But whether you send anything depends on the situation, what is being requested, and whether it is genuinely needed.

Before sending documents, ask:

• Why do they need this?
• Is there a less intrusive way to explain the position?
• Can sensitive information be hidden?
• Does the document contain information about other people?
• Am I comfortable sharing this?

You may decide to share some evidence, but you should not feel forced to send bank statements, wage slips, medical records or unrelated private information without understanding why.

For the full guide, read Income and Expenditure Form UK: Do You Have to Fill It In?.

If you do not recognise the debt, do not pay just to make the contact stop.

Ask the collector to confirm:

• the original creditor;
• the account or reference number;
• the balance;
• when the account was opened;
• when the last payment was made;
• whether the debt has been sold;
• whether there is a CCJ;
• why they believe you are responsible.

Keep your request in writing. If the debt has been sold, read How Debt Collectors Buy Debt in the UK.

Be careful before paying or acknowledging an old debt.

Some debts may become statute barred if enough time has passed without payment, written acknowledgement or court action. The rules depend on the type of debt and where you live in the UK.

If you think the debt might be old, check the position before making a payment offer.

Read What Is Statute Barred Debt and How Do I Know If Mine Qualifies?.

If a debt collector is acting unfairly, start keeping evidence.

Keep:

• letters;
• emails;
• texts;
• screenshots;
• call logs;
• dates and times of calls;
• notes of what was said;
• names of people you spoke to;
• copies of anything you sent.

Citizens Advice suggests collecting evidence such as visits or calls with dates and times, what was said, who you spoke to, letters or documents, and witness statements where relevant.

You can complain to the business first. If the complaint is about collection of debts linked to most types of credit, the Financial Ombudsman may be able to look at the complaint if you are unhappy with the response or the business does not respond in time.

Before replying or paying, check:

• Who is contacting you?
• Are they collecting for someone else or do they own the debt?
• Do you recognise the original creditor?
• Does the account number look familiar?
• Does the balance look right?
• Has the debt been sold?
• Is there a default or CCJ?
• Could the debt be statute barred?
• Can you afford what they are asking for?
• Have you protected priority bills first?
• Are they asking for documents you are uncomfortable sharing?
• Are they contacting you too often or at unreasonable times?
• Have they put the request in writing?
• Have you kept copies?

If you cannot answer these questions, pause before agreeing to anything.

Can a debt collector make me pay more than I can afford?
They can ask for payment, but FCA rules say repayment arrangements should be sustainable. Do not agree to a payment that leaves you short for priority bills or essential living costs.

Can I ask a debt collector to contact me in writing?
Yes. You can ask for written contact, especially if calls make you feel pressured or confused. Keep a copy of your request.

Can a debt collector come into my home?
A normal debt collector cannot enter your home without your consent or an appropriate court order. They are not the same as a bailiff or enforcement agent.

Do I have to send bank statements or wage slips?
You are not automatically required to send private documents just because they ask. Check why the information is needed and whether sensitive details can be hidden.

What if I do not recognise the debt?
Ask for proof in writing before paying or making an offer. Ask who the original creditor was, what the balance is and why they believe you are responsible.

Can debt collectors contact my family or employer?
They should not unfairly disclose information about your debt to other people. If this happens, keep evidence and consider making a complaint.

What if the collector keeps calling?
Keep a log of calls and ask for contact in writing. If contact becomes excessive or unreasonable, you may be able to complain.

Can I offer token payments?
If you are in financial difficulty and can only afford a small amount, token payments may be one option. Base any offer on your budget, not pressure.

The Real Debt Guy has completed the DipFA Level 4 qualification and shares general debt and money education for UK consumers.

This article is for general information and education only. It is not personal financial advice, regulated debt advice, debt counselling or debt adjusting.

The Real Debt Guy is not FCA authorised. The Real Debt Guy is a letter-drafting and administrative support service.