What debt collectors are allowed to do
Debt collectors can contact you to discuss the debt and request payment. They can call, write, or email. They can inform you of potential consequences if the debt is not paid. They are regulated by the Financial Conduct Authority (FCA) and must treat you fairly under the Consumer Duty rules.
What debt collectors are NOT allowed to do
Call at unreasonable hours — the FCA considers calling before 8am or after 9pm unreasonable in most circumstances.
Call excessively — multiple calls per day, every day, constitutes harassment.
Use threatening or misleading language — implying they have powers they do not have (such as the ability to enter your home or have you arrested) is not permitted.
Contact your employer, family or friends — except in very limited circumstances to trace you, and even then only to confirm contact details.
Discuss the debt with third parties — they cannot tell your family or employer about the debt.
Ignore a written request to stop calling — if you request in writing that all communication be by letter only, they should comply.
How to stop the calls
Write to the collector stating that you require all future communication to be in writing only. Send this by email and recorded post. Keep a record of every call you receive — date, time, duration, and what was said. This documentation matters if you need to make a complaint.
How to complain
If a debt collector is harassing you, complain first to the company itself. If that fails, escalate to the Financial Ombudsman Service (FOS) — which is free to use. You can also report the behaviour to the FCA directly. Creditors found to be harassing customers face enforcement action.
Receiving calls about a debt you want to understand first?
Upload the letter or notice you received and get a clear picture of the debt before you engage further.
Upload your letter — it's free →Yes — you can record calls for your own personal use without informing the other party. These recordings can be used as evidence in a complaint.
Bailiffs (enforcement agents) have different and more limited powers than their letters imply — but they do have some legal authority that debt collectors do not. If you are receiving contact from bailiffs, seek advice from Citizens Advice immediately.