Debt Collector Harassment UK

Debt collection agencies operating in the UK generally need to be authorised by the Financial Conduct Authority (FCA). The FCA's Consumer Credit Sourcebook (CONC) sets out detailed conduct standards, including that firms must treat customers fairly and not use aggressive practices. If a debt collector is behaving in a way that feels harassing, it may be worth keeping a detailed log of all contact including dates, times, what was said, and who called. People in similar situations have found it useful to communicate in writing rather than by phone, as this creates a clear record. A formal complaint can be made to the debt collection agency, and if the response is unsatisfactory, the matter may be escalated to the Financial Ombudsman Service.

Common situations include: receiving multiple phone calls per day from a debt collector, being contacted at work despite asking them not to, debt collectors speaking to family members or neighbours about the debt, receiving threatening letters implying court action that has not actually been started, being contacted about a debt you do not recognise, or continuing to receive contact after requesting written communication only.

The Consumer Credit Act 1974 requires businesses involved in debt collection to be properly authorised. The FCA's Consumer Credit Sourcebook (CONC 7) provides specific rules on debt collection conduct, including prohibitions on unfair, misleading, or aggressive practices. The Protection from Harassment Act 1997 may apply where contact amounts to a course of conduct that causes alarm or distress. The Limitation Act 1980 is also relevant, as debts that are statute-barred may not be enforceable through the courts, though this does not prevent contact about the debt.

People dealing with persistent debt collection contact often consider: sending a formal letter requesting that all future contact be in writing only, making a complaint to the FCA if the collector is not authorised, referring the matter to the Financial Ombudsman Service, seeking free debt advice to understand the full picture of their debts, or exploring whether the debt might be statute-barred. Some people also consider whether a Debt Respite Scheme breathing space might temporarily halt collection activity.

Common mistakes include: not keeping records of contact from debt collectors which makes complaints harder to evidence, acknowledging or making a payment on a potentially statute-barred debt which may restart the limitation period, ignoring all communication which may lead to court action, assuming that all debt collection is illegal when it is the methods that may be unlawful, and not checking whether the debt collector is FCA-authorised before engaging with them.