If debt collectors are contacting you – or you’re worried they might – this guide explains exactly how to deal with them, what they can and can’t do, and how to protect yourself.

What Is a Debt Collector?

A debt collector is someone hired by a creditor (or who bought your debt) to collect money you owe.

They are NOT:

• Bailiffs (different, more power)
• The police (they sometimes pretend to be official)
• Court officials

They are:

• Private companies
• Working for the creditor
• Trying to get you to pay

They have NO special legal powers.

Types of Debt Collection

1. In-House Collection

The original creditor (bank, credit card company) chases you directly.

Example: Barclaycard’s own collection team contacts you.

2. Third-Party Debt Collector

Original creditor hires an outside company to collect on their behalf.

The debt is still owed to the original creditor.

Example: Barclaycard hires “ABC Collections Ltd” to chase you.

3. Debt Purchaser

Company buys your debt from the original creditor (usually for pennies on the pound).

You now owe the debt collector, not the original creditor.

Example: “ABC Collections Ltd” buys your debt from Barclaycard. You now owe ABC Collections.

4. Bailiffs / Enforcement Agents

These are different. They have legal powers after a court judgment.

This post focuses on debt collectors (not bailiffs).

What Debt Collectors CAN Do

✅ Contact you by phone, letter, email, or text

✅ Visit your home (but cannot force entry)

✅ Ask you to pay the debt

✅ Ask about your financial situation

✅ Negotiate payment plans

✅ Report non-payment to the original creditor

✅ Take you to court (if they own the debt)

What Debt Collectors CANNOT Do

❌ Force entry to your home

❌ Take your belongings

❌ Pretend to be bailiffs or court officials

❌ Harass you

❌ Contact you at unreasonable times (before 8am or after 9pm)

❌ Pressure you into payments you can’t afford

❌ Threaten you

❌ Discuss your debt with neighbours or family

❌ Add charges without legal basis

❌ Continue contacting you if you’ve asked them to stop

If they do any of these, they’re breaking the law.

Your Rights When Dealing with Debt Collectors

Right 1: Request Proof of Debt

You can ask for:

• Proof you owe the debt
• Copy of the original credit agreement
• Statement showing how they calculated the amount

They must provide this before you pay anything.

Send a “Prove the Debt” letter (template below).

Right 2: Dispute the Debt

If you don’t think you owe it:

• You don’t have to pay
• Tell them you dispute it
• Ask for proof
• They must investigate

Right 3: Ask Them to Stop Contacting You

You can tell them to only contact you in writing.

They must respect this.

Right 4: Complain About Harassment

If they harass you:

• Complain to the company
• Report to Financial Ombudsman (if FCA-regulated)
• Report to Trading Standards
• Report to police (if they threaten you)

Right 5: Refuse Entry to Your Home

You do NOT have to let debt collectors into your home.

Keep doors and windows locked.

Right 6: Pay What You Can Afford

You don’t have to agree to their demanded payments.

Offer what you can genuinely afford based on your budget.

Right 7: Get Free Debt Advice

You can get free help from:

• StepChange
• National Debtline
• Citizens Advice

They can deal with debt collectors for you.

How to Deal with Debt Collectors: Step-by-Step

Step 1: Don’t Panic

Debt collectors rely on fear and pressure.

Remember:

• They have no special powers
• You have rights
• You can deal with this

Take a breath. You’re in control.

Step 2: Check If the Debt Is Really Yours

Ask yourself:

• Is this debt actually mine?
• Is the amount correct?
• Have I already paid it?
• Is it older than 6 years? (might be “statute-barred”)

Don’t assume they’re right. Check everything.

Step 3: Request Proof (In Writing)

Send a “Prove the Debt” letter:

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**[Your name] [Your address] [Date]

[Debt Collector name] [Their address]

Account Reference: [number]

Dear Sir/Madam,

I am writing regarding the above account.

I do not acknowledge owing this debt. Before I make any payment or engage further, I require you to provide:

1. A copy of the original signed credit agreement
2. A full breakdown showing how the debt amount was calculated
3. Proof that you have the legal right to collect this debt

Until you provide this information, I will not be making any payments.

I also request that you only contact me in writing at the above address. Do not telephone me or visit my home.

I look forward to receiving this information within 14 days.

Yours faithfully, [Your signature] [Your name]**

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Send by recorded delivery. Keep a copy.

Step 4: Stop Communicating by Phone

Debt collectors are trained to pressure you over the phone.

Protect yourself:

• Tell them to only contact you in writing
• Don’t answer calls from unknown numbers
• If you do answer, say: “Please put everything in writing. Do not call me again.”

Get control of the situation.

Step 5: Check If the Debt Is Statute-Barred

Debts can become “statute-barred” if:

• More than 6 years since you last paid or acknowledged the debt (England/Wales)
• More than 5 years (Scotland)
• No court action has been taken

If statute-barred:

• You don’t legally have to pay
• They can still ask, but can’t enforce it through court

Warning: If you acknowledge the debt or make a payment, the 6-year clock restarts.

Check carefully before responding.

Step 6: Work Out What You Can Afford

If the debt is real and you need to pay:

Make a budget:

• Income: £____
• Essential expenses (rent, council tax, food, utilities): £____
• Money left: £____

Offer what you can genuinely afford, not what they demand.

Step 7: Negotiate

If you’re going to pay:

Make an offer in writing:

“I can afford £[amount] per month. I propose to pay this until the debt is cleared. Please confirm acceptance in writing.”

Don’t let them pressure you into more.

Step 8: Get Everything in Writing

Any agreement must be in writing:

• What you’ll pay
• How often
• For how long
• That they’ll stop contacting you (except for payment reminders)

Don’t trust verbal agreements.

Step 9: Make Payments (If You’ve Agreed)

If you’ve agreed to pay:

• Set up a standing order
• Keep proof of every payment
• Check your balance regularly

Don’t give them card details or Direct Debit access. Pay by standing order so YOU control it.

If a Debt Collector Visits Your Home

Before They Arrive

If they’ve written saying they’ll visit:

• Stay calm
• You don’t have to let them in
• Prepare what you’ll say

When They Knock

1. Don’t answer the door You don’t have to. Seriously.

They’ll likely leave a card and go away.

2. If you do answer, keep the door closed Talk through the letterbox or a window.

3. Ask for ID

• “Who are you?”
• “Which company?”
• “Can I see ID?”

Check the ID carefully. Take a photo if possible.

4. Don’t let them in Say: “I’m not letting you in. Please leave.”

They cannot force entry.

5. Don’t sign anything They might try to get you to sign agreements on the doorstep.

Don’t. Say: “Send it in writing. I’ll consider it.”

6. Don’t make promises you can’t keep Don’t agree to payments just to get rid of them.

7. If they won’t leave Say: “You’re trespassing. Leave now or I’m calling the police.”

If they still won’t leave, call 101 (non-emergency police).

8. Take notes Write down:

• Date and time
• Name (if they gave it)
• Company
• What they said
• Any threats or intimidation

What They Might Say (And the Truth)

They might say: “I’m from the court.”

Truth: They’re not. Debt collectors are private companies.

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They might say: “I need to come in to assess your belongings.”

Truth: They have no right to enter. That’s bailiffs, and even they need a court order for most debts.

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They might say: “If you don’t pay now, bailiffs will come tomorrow.”

Truth: Probably not true. Bailiffs need a court order (CCJ). That takes time.

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They might say: “I’ll tell your neighbours/employer.”

Truth: That’s harassment and illegal. Complain immediately.

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They might say: “You have to pay today or you’ll be arrested.”

Truth: You cannot be arrested for debt (except in very rare cases like contempt of court for deliberately not providing information).

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Don’t fall for scare tactics. Stay calm. Know your rights.

How to Stop Harassment

If debt collectors are harassing you:

Harassment includes:

• Calling repeatedly (multiple times a day)
• Calling early morning or late evening
• Being aggressive or threatening
• Contacting you at work after you’ve asked them not to
• Discussing your debt with neighbours/family
• Pressuring you
• Ignoring your requests to only contact in writing

Step 1: Tell Them to Stop

Put it in writing:

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**[Your name] [Your address] [Date]

[Debt Collector] [Address]

Account: [reference]

Dear Sir/Madam,

I am writing to complain about harassment.

Your company has [describe harassment: called me 15 times in one day / threatened me / contacted my employer / etc.].

This constitutes harassment under the Protection from Harassment Act 1997 and breaches FCA regulations.

I require you to:

1. Stop all telephone contact immediately
2. Only contact me in writing at the above address
3. Stop visiting my home
4. Respond to this complaint within 14 days

If this harassment continues, I will report you to the Financial Ombudsman, Trading Standards, and the police.

Yours faithfully, [Your name]**

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Send by recorded delivery. Keep a copy.

Step 2: Complain to the Company

Most debt collection companies have a formal complaints procedure.

Find it on their website and follow it.

Step 3: Report to Financial Ombudsman

If the company is FCA-regulated:

• Complain to Financial Ombudsman Service
• www.financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Free service

Step 4: Report to Trading Standards

Contact your local Trading Standards office:

• www.citizensadvice.org.uk/consumer/get-more-help/report-to-trading-standards
• They can investigate and prosecute

Step 5: Report to Police (If Serious)

If debt collectors have:

• Threatened violence
• Made you fear for your safety
• Continued harassing after you’ve told them to stop

Call 101 (non-emergency) or 999 (if immediate threat).

Harassment is a criminal offence.

Common Debt Collector Tactics (And How to Respond)

Tactic 1: Urgency

“You must pay today or legal action starts tomorrow.”

Response: “Send everything in writing. I’ll respond when I’ve considered it.”

Tactic 2: Fear

“Bailiffs are coming to remove your belongings.”

Response: “Bailiffs need a court order. Do you have one? Send proof in writing.”

Tactic 3: Shame

“I’ll have to tell your neighbours/employer.”

Response: “That’s harassment and illegal. I’m reporting you to the Financial Ombudsman.”

Tactic 4: Confusion

Throwing legal terms at you, making it sound complicated.

Response: “I need time to understand this. Put it all in writing.”

Tactic 5: Pressure for Immediate Payment

“Give me your card details now and we can sort this.”

Response: “No. I’ll make payments by standing order once we’ve agreed terms in writing.”

Tactic 6: Good Cop/Bad Cop

“I’m trying to help you before this goes to my manager who’ll take you to court.”

Response: “Put your offer in writing. I’ll consider it.”

Tactic 7: Making You Feel Guilty

“You borrowed this money, you should pay it back.”

Response: “I understand. I need to work out what I can afford. Please put your request in writing.”

Remember: Debt collectors are trained in these tactics. Don’t fall for them.

What If You Genuinely Can’t Pay?

If the debt is real but you can’t afford to pay:

Option 1: Offer What You Can Afford

Even £1/month is better than nothing.

Make an offer based on your budget, not their demands.

Option 2: Apply for Breathing Space

60 days of legal protection:

• Interest and charges frozen
• Debt collectors must stop contacting you
• Gives you time to get advice

Apply through StepChange, National Debtline, or Citizens Advice.

Option 3: Consider Formal Debt Solutions

If you have multiple debts you can’t pay:

• Debt Management Plan
• IVA
• Debt Relief Order
• Bankruptcy

Link to your IVA vs Bankruptcy post and main debt guide

Get free advice from StepChange or National Debtline.

Option 4: Let It Go to Court

Sometimes letting it go to court is better than dealing with aggressive debt collectors.

Why?

• Court decides what you can afford (based on your real budget)
• Debt collectors can’t harass you anymore
• Court orders are fair and based on your circumstances

But: You’ll get a CCJ on your credit file for 6 years.

Link to your CCJ post

Checking If a Debt Collector Is Legitimate

Some debt collectors are scams.

Check:

1. Ask for their details
   • Full company name
   • Address
   • Contact number
   • Company registration number
2. Search Companies House
   • www.gov.uk/get-information-about-a-company
   • Check they’re a real registered company
3. Check if they’re FCA-regulated
   • www.fca.org.uk/firms/financial-services-register
   • Debt collection companies should be regulated
4. Ask for proof they own/are collecting the debt
   • They must prove they have the legal right to collect
5. Google them
   • Look for reviews and complaints
   • Check forums like MoneySavingExpert

If something feels wrong, it probably is.

Template Letters for Dealing with Debt Collectors

Template 1: Prove the Debt Letter

(Already provided earlier in the post)

Template 2: Request to Only Contact in Writing

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**[Your name] [Your address] [Date]

[Debt Collector name] [Address]

Account: [reference]

Dear Sir/Madam,

Regarding the above account, I request that you only contact me in writing at the address above.

Do not:

• Telephone me
• Text me
• Email me (unless I provide an email address)
• Visit my home

All future communication must be by post.

Yours faithfully, [Your name]**

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Template 3: Dispute the Debt

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**[Your name] [Your address] [Date]

[Debt Collector] [Address]

Account: [reference]

Dear Sir/Madam,

I am writing to dispute this alleged debt.

I do not believe I owe this money because [state reason: already paid / not my debt / incorrect amount / statute-barred / etc.].

I request that you:

1. Cease all collection activity immediately
2. Provide proof that I owe this debt
3. Provide copies of the original agreement
4. Confirm you have the legal right to collect this debt

I will not be making any payment until you provide this information and I have had time to review it.

Yours faithfully, [Your name]**

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Template 4: Offer of Payment

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**[Your name] [Your address] [Date]

[Debt Collector] [Address]

Account: [reference] Amount owed: £[amount]

Dear Sir/Madam,

I acknowledge this debt and wish to repay it.

However, I am experiencing financial difficulty. I have prepared a detailed budget and can afford £[amount] per month.

I propose to pay £[amount] per month by standing order until the debt is cleared.

I request that:

1. You accept this offer
2. You freeze all interest and charges
3. You confirm acceptance in writing
4. You cease all telephone contact and visiting

I look forward to your response within 14 days.

Yours faithfully, [Your name]**

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Debt Collectors and Your Credit File

Important: Debt collectors chasing you doesn’t directly affect your credit score.

What DOES affect it:

• Missing payments on the original debt (already reported by original creditor)
• CCJs (if they take you to court)
• Defaults (already on file from original creditor)

Paying a debt collector doesn’t automatically improve your score.

The damage was done when you missed payments with the original creditor.

When Debt Collection Becomes Bailiff Action

Debt collectors can become bailiffs if:

1. They take you to court
2. Get a CCJ
3. You don’t pay the CCJ
4. They apply for a warrant of control
5. Court grants it

Then they become enforcement agents (bailiffs) with legal powers.

This is different from debt collectors. Bailiffs CAN:

• Force entry (in some cases)
• Take belongings
• Charge fees

Before it gets to this stage, get help from StepChange or National Debtline.

Final Thoughts

Debt collectors can be intimidating, but they have NO special powers.

Remember:

• They cannot force entry
• They cannot take your belongings
• They cannot threaten you
• You have rights

Key actions:

1. Don’t panic
2. Request proof of the debt
3. Only communicate in writing
4. Know your rights
5. Offer what you can genuinely afford
6. Get free help if needed

You don’t have to deal with this alone.

Contact StepChange, National Debtline, or Citizens Advice. They can:

• Negotiate with debt collectors for you
• Check if the debt is valid
• Help you work out what you can afford
• Deal with harassment

You’re not powerless. You have rights. Use them.

Get Free Help:

• StepChange: 0800 138 1111 / www.stepchange.org
• National Debtline: 0808 808 4000 / www.nationaldebtline.org
• Citizens Advice: www.citizensadvice.org.uk

Report Harassment:

• Financial Ombudsman: 0800 023 4567 / www.financial-ombudsman.org.uk
• Trading Standards: via Citizens Advice
• Police: 101 (non-emergency) or 999 (immediate threat)

Last updated: November 2025