Harassment by creditors - StepChange Step Change

If contact has already become too much, start here:

• If you want to raise it formally, read How to Complain About a Bank or Debt Collector in the UK.
• If you want to know what collectors are allowed to do, read How to Deal with Debt Collectors in the UK: Your Rights & FCA Rules.
• If you are deciding how to respond, read Should You Call or Write to a Debt Collector in the UK?.
• If you are not sure you owe it, read Do You Have to Pay Debt Collectors? UK Legal Rights.
• If the debt is old, read What Is Statute Barred Debt and How Do I Know If Mine Qualifies?.
• If this is affecting your mental health, read How to Emotionally Handle Debt in the UK.

The aim is to move from feeling harassed to having a record and a route.

Citizens Advice lists behaviour that could be considered harassment by a creditor. Read this as a prompt for your own log, not as a legal test.

1. Contacting you several times a day.
2. Contacting you very early in the morning or late at night.
3. Pursuing you on social media.
4. Pressuring you to sell your home.
5. Pressuring you to take out more credit.
6. Using more than one debt collector at a time to chase the same debt.
7. Not telling you the debt has been passed to a debt collection agency.
8. Using paperwork or logos that appear official when they are not, for example letters that look like court forms.
9. Pressuring you to pay the whole balance, or in instalments you cannot afford.
10. Threatening you physically or verbally.
11. Ignoring you when you say you do not owe the money.
12. Trying to embarrass you in public.
13. Telling someone else about your debts, or using another person to pass on messages.
14. Falsely claiming to work for the court or to be a bailiff.
15. Implying legal action can be taken when it cannot, for example implying your home can be taken without a court order.
16. Giving the impression that court action has been taken when it has not, or that not paying is a criminal offence when for most debts it is not.

If several of these apply, that pattern is the point. Isolated events are harder to raise than a documented pattern.

If the firm chasing you is FCA regulated, the conduct rules are specific.

On pressure, a firm must not pressurise a customer to pay a debt in one single or very few repayments, in unreasonably large amounts, within an unreasonably short period of time, or by selling their property, borrowing money or increasing existing borrowing.

On threats, a firm must not threaten to commence court action, including an application for a charging order or an order for sale, in order to pressurise a customer in or approaching arrears or in default to pay more than they can reasonably afford. A firm must also not take disproportionate action against a customer in arrears or default.

On third parties, a firm must not unfairly disclose or threaten to disclose information relating to the customer’s debt to a third party, and must not disclose details of a debt to an individual without first establishing that the individual is, or acts on behalf of, the borrower or hirer.

On visits, a firm must ensure that people visiting on its behalf do not act in a threatening manner, do not visit when they know or suspect the customer may be particularly vulnerable, do not enter a property without consent or an appropriate court order, and do not refuse to leave when reasonably asked to do so.

On disputes, a firm must suspend any steps it takes, or its agent takes, in the recovery of a debt where the customer disputes the debt on valid grounds or what may be valid grounds.

There are several layers, and it is worth being precise rather than dramatic.

Section 40 of the Administration of Justice Act 1970. This makes it an offence, where the object is to coerce someone into paying money claimed as a debt due under a contract, to harass them with demands for payment which, by their frequency, manner or occasion, or by any threat or publicity, are calculated to subject them or their family or household to alarm, distress or humiliation. It also covers falsely representing that criminal proceedings lie for failure to pay, falsely representing yourself as authorised in some official capacity to claim or enforce payment, and using a document falsely represented as having official character.

There is an important limit. Section 40 does not apply where what is done is a commercial practice under the unfair trading rules and the person is a consumer in relation to that practice. In practice, that means the unfair trading rules are the route for most consumer debt collection situations, and section 40 still matters for situations outside that, and for false claims of official authority.

The unfair trading rules. The Consumer Protection from Unfair Trading Regulations 2008 have been replaced by Part 4, Chapter 1 of the Digital Markets, Competition and Consumers Act 2024, which was brought into force on 6 April 2025.

The Protection from Harassment Act 1997. This prohibits a course of conduct which amounts to harassment of another and which the person knows, or ought to know, amounts to harassment. It applies generally, not just to debt.

None of this is something to threaten a firm with casually. But knowing that the behaviour has a name, and that it is written into law, changes how you write your complaint.

Start the log described above.

1. Write to the firm and set out how you want to be contacted.
2. If you dispute the debt, say so clearly and specifically in writing.
3. Ask them to place the account on hold while it is checked.
4. Keep copies of everything you send, and proof of postage where relevant.
5. Do not agree to a payment you cannot maintain just to make the contact stop.
6. If there are threats of violence, contact the police.
7. If the behaviour continues, put in a formal complaint.

Writing rather than calling is slower, and it is also how you build something a firm and an ombudsman can review.

If your health is part of this, say so in writing and be specific about what you need.

The FCA rules expect firms to treat customers in difficulty with forbearance and due consideration, which can include accepting no payments, reduced payments or token payments for a reasonable period from a customer who demonstrates that meeting existing debts would mean not being able to meet priority debts or other essential living expenses. The rules also point firms to the FCA’s guidance on the fair treatment of vulnerable customers.

Separately, if you live in England or Wales, Breathing Space can give temporary protection while you get debt help. GOV.UK says you can get temporary protection for up to 60 days, that enforcement action cannot be taken against you, that creditors cannot contact you about debts included in your Breathing Space and cannot add interest or charges. If you are getting mental health crisis treatment, protection lasts for the length of your treatment plus another 30 days.

You apply for Breathing Space through a debt adviser, who will submit the application on your behalf if it is the right thing to do.

Complain to the business first, in writing.

Set out:

• what happened, in date order, using your log;
• what you had already asked them to do, and when;
• which behaviour you say was unfair;
• how it has affected you, including any health impact;
• what you want them to do now;
• how you want to be contacted from here.

The Financial Ombudsman Service says a business has 8 weeks to respond to your complaint. If you are unhappy with the response, you usually have to bring your complaint to the Ombudsman within six months of the date of the business’s final response. Bringing a complaint to the Ombudsman does not cost you anything.

If the firm is not FCA regulated, or the issue is about unfair trading practices generally, you can also report the problem to Trading Standards by contacting the Citizens Advice consumer service, which shares information reported to it with Trading Standards.

Sometimes a firm will offer something to put things right. Sometimes the Financial Ombudsman decides a firm should do more.

Be careful with the promises you read online. There is no fixed amount for distress caused by debt collection contact, and outcomes depend on the facts. The Ombudsman looks at what it thinks is fair and reasonable in the circumstances.

So the honest framing is this: compensation is possible in some cases, but it should not be the reason you complain. The main reasons to complain are to stop the behaviour, correct the account and create a record.

If money is offered, read what you would be agreeing to before you accept, particularly if the offer is described as full and final settlement of the complaint.

This is a common pressure tactic and it is worth knowing the difference.

A debt collector is not a bailiff. Under the FCA rules, a person visiting on a firm’s behalf must not enter a customer’s property without the customer’s consent or an appropriate court order, and must leave when reasonably asked to do so.

An enforcement agent, often called a bailiff, is acting on a court-based power. GOV.UK says bailiffs must usually give you at least 14 days’ notice of their first visit, and explains how to check their identity and authorisation.

Falsely representing yourself as authorised in some official capacity to claim or enforce payment is one of the things section 40 of the Administration of Justice Act 1970 specifically addresses.

If someone at your door claims to be a bailiff, do not open the door until you have checked who they are.

A few practical habits reduce the pressure without hiding from the debt.

• Choose one written channel and tell every firm to use it.
• Keep one folder for debt post, physical or digital.
• Set one time a week to open post and deal with it, rather than reacting all day.
• Do not answer withheld numbers if calls are the main source of stress, and ask for written contact instead.
• Keep your log running. It takes seconds per entry and it is your evidence.
• Ask for a hold in writing whenever you are waiting on information or a complaint response.
• Get free debt help. The FCA rules expect firms to refer customers in difficulty to not-for-profit debt advice bodies. You can also go directly.

None of this makes a debt disappear. It does put you back in a position where you are responding on your terms.

What counts as harassment?
Citizens Advice describes harassment as any action that makes you feel distressed, humiliated or threatened, and gives examples including repeated daily contact, late night contact, pressure to borrow or sell, and telling other people about your debt.

How many calls a day is harassment?
There is no single legal number. Citizens Advice lists contacting you several times a day as an example of behaviour that could be harassment, and the FCA rules place limits on pressure and on unreasonable contact.

Can they contact my family or employer about my debt?
The FCA rules say a firm must not unfairly disclose or threaten to disclose information about a customer’s debt to a third party.

Can they threaten court action to make me pay more?
No. The FCA rules say a firm must not threaten to commence court action, including a charging order or order for sale application, to pressurise a customer to pay more than they can reasonably afford.

Is not paying a debt a criminal offence?
For most debts, no. Citizens Advice lists giving the impression that not paying is a criminal offence as an example of unacceptable behaviour.

What law protects me?
Several layers apply, including section 40 of the Administration of Justice Act 1970, the unfair trading rules now in Part 4, Chapter 1 of the Digital Markets, Competition and Consumers Act 2024, the Protection from Harassment Act 1997, and the FCA conduct rules for regulated firms.

Will complaining make it worse?
Complaining is a normal process. Keep it factual and dated. If you are unhappy with the response, the Financial Ombudsman Service may be able to look at it.

Can I get the contact paused?
You can ask for a hold in writing, particularly where you dispute the debt. Breathing Space can also give temporary protection, applied for through a debt adviser.

What if I am threatened?
If you are threatened with violence, contact the police.

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.