How to Complain About a Debt Collector
If a debt collector has treated you unfairly, contacted you excessively, made misleading claims or broken FCA rules, you have the right to complain. This page explains how, step by step.
General guidance only. This page provides general information. It is not regulated financial or legal advice. If you are also dealing with the debt itself, get free regulated advice before taking any action.
Dealing with a debt too? Get free advice first.
If you are disputing the debt itself as well as the collector's conduct, get free regulated advice before taking steps:
StepChange Debt Charity
0800 138 1111
Free debt advice and support.
National Debtline
0808 808 4000
Free independent advice on debt and your rights.
Citizens Advice
0800 144 8848
Free help to write complaints and understand your rights.
MoneyHelper
0800 138 7777
Government-backed money guidance.
Before You Complain — Keep Everything
A complaint is much stronger with a clear record of what happened. Before you write to the firm, gather:
- ‣ All letters, emails and text messages from the debt collector
- ‣ Notes of phone calls — dates, times, names, what was said
- ‣ Any call recordings you may have made (you should inform the caller if you are recording)
- ‣ A timeline of events showing the sequence of contact
- ‣ Any evidence of distress caused (for example, medical records if relevant)
The Complaints Process — Three Routes
Complain to the debt collector directly
- ‣Find the firm's formal complaints contact — usually on their website or in correspondence they have sent you.
- ‣Put your complaint in writing. Email is fine; a letter with proof of delivery is better for serious complaints.
- ‣Be specific: what happened, on what date, who you spoke to (if relevant), what you want them to do about it.
- ‣Keep copies of everything you send and receive.
- ‣The firm must acknowledge within 5 business days. Most complaints must receive a final response within 8 weeks.
Financial Ombudsman Service — if the firm does not resolve it
- ‣If 8 weeks have passed with no final response, or you are unhappy with the firm's response, you can refer to the FOS.
- ‣The FOS is free for consumers. It is independent of the firm and the FCA.
- ‣Contact: financial-ombudsman.org.uk or 0800 023 4567.
- ‣You generally have 6 months from the firm's final response letter to refer to the FOS — do not miss this window.
- ‣The FOS can award compensation and direct the firm to take specific action if it finds in your favour.
Report serious breaches to the FCA
- ‣If you believe a firm has seriously breached FCA rules — for example, using fraudulent behaviour, impersonating a court officer, or conducting a systematic unlawful practice — you can report this to the FCA.
- ‣Report at fca.org.uk. The FCA does not handle individual disputes but can take enforcement action against firms.
- ‣This step is in addition to complaining to the firm and using the FOS — not instead of them.
Tips for Writing a Clear Complaint
Be specific about dates and events
A complaint that says "you kept calling me" is weaker than one that says "you called me 7 times between 8am and 9pm on Tuesday 3rd June, despite my request at 10.15am to be contacted only in writing."
State what you want
Tell the firm what you want as an outcome — an apology, a refund of charges, cessation of a particular type of contact, or compensation. A complaint with a clear requested outcome is easier to resolve.
Keep the tone factual
Factual, unemotional language is more effective in formal complaints. State what happened and why it was wrong, referencing relevant rules where you can.
Put it in writing
Written complaints create a paper trail. Email is usually sufficient. For serious complaints, consider recorded delivery for physical letters.
Disputing the debt vs. complaining about conduct
Complaining about how a collector has treated you (conduct complaint) is different from disputing that you actually owe the debt. If you believe the debt is not yours or the amount is wrong, that is a separate legal process. Before formally disputing a debt, get free regulated advice from National Debtline (0808 808 4000) or Citizens Advice (0800 144 8848).
Frequently Asked Questions
How do I complain about a debt collector in the UK?
Start by complaining to the debt collection firm directly — use their formal complaints process. Put your complaint in writing, keep a copy, and include specific details of what happened. If the firm does not resolve your complaint within 8 weeks, or you are unhappy with their response, you can refer your complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk or 0800 023 4567. The FOS is free for consumers.
Can I report a debt collector to the FCA?
Yes. You can report serious conduct concerns about a debt collection firm to the FCA using their online reporting tool at fca.org.uk. The FCA does not resolve individual disputes (that is the FOS's role), but serious or widespread misconduct can trigger FCA investigations and enforcement action.
What counts as unfair debt collection behaviour?
Under FCA rules, unfair debt collection behaviour includes: excessive or distressing contact; pretending to be a bailiff or court officer; threatening legal action the firm cannot or does not intend to take; contacting you at unreasonable hours; pursuing a debt you have formally disputed without providing evidence; and using language designed to intimidate or mislead. Citizens Advice (0800 144 8848) can help you identify whether conduct was unfair.
What if I am disputing the debt itself, not just how I have been treated?
Disputing the debt itself (e.g. claiming you do not owe it, or that the amount is wrong) is different from complaining about how you have been treated. If you are disputing the debt, get free regulated debt advice from National Debtline (0808 808 4000) or Citizens Advice (0800 144 8848) before taking steps, as the legal implications can differ from a conduct complaint.
How long does a debt collector have to resolve my complaint?
Under FCA rules, the firm must acknowledge your complaint within 5 business days. For most complaints they have 8 weeks to issue a final response. If 8 weeks pass with no final response, or you are unhappy with the outcome, you can refer to the Financial Ombudsman Service. You generally have 6 months from receiving the final response to refer to the FOS.