A full, plain-English guide to what to do when a debt collector contacts you in the UK — including verifying the firm, understanding the debt, knowing what they can and cannot do, and where to get free regulated advice.
These services are free, confidential and staffed by trained debt advisers. They are the most important resource on this page.
Free, confidential debt advice and debt management plans. Online or by phone.
stepchange.org ↗0800 138 1111
Free, independent debt advice and self-help resources. Strong on legal rights with collectors.
nationaldebtline.org ↗0808 808 4000
Free advice on debt, benefits and your legal rights. Local offices and online.
citizensadvice.org.uk/debt-and-money ↗0800 144 8848
Government-backed money guidance and debt advice locator.
moneyhelper.org.uk/en/money-troubles/dealing-with-debt ↗0800 138 7777
Ignoring letters or calls from a debt collector will not make the debt go away. In the vast majority of cases, ignoring contact makes the situation more difficult and more expensive to resolve. Read any letters carefully, note what is being claimed, and give yourself a little time to understand the situation before responding.
Look up the company name on the FCA Register (register.fca.org.uk). A genuine debt collection firm should be FCA-authorised. Crucially — use only the contact details shown on the FCA Register itself, not those in the letter or email sent to you (which could come from a clone firm). You can also search our Lender Details section for information on known UK debt collectors and debt purchasers.
You have the right to request a written statement showing: the amount owed, who the original creditor was, a breakdown of any interest and charges, and when the debt arose. The debt collector should pause collection activity while providing this. Keep a copy of your request and any response.
In England and Wales, most unsecured debts become statute-barred after six years from the last payment or written acknowledgement, where no court action has been taken. In Scotland the period is generally five years. A statute-barred debt cannot be pursued through court — but the debt still exists and you may still receive contact. This is a complex area: always take free advice from Citizens Advice before assuming any debt is statute-barred. Making a payment or written acknowledgement can restart the limitation period in some circumstances.
If you believe you do not owe the debt, or that the amount is wrong, do not make a payment — even a small one — without first taking advice. In some circumstances, a payment can be interpreted as acknowledgement of the debt and may restart the limitation period. Get free advice from Citizens Advice or National Debtline before taking any action on a disputed debt.
Before agreeing to any payment plan or settlement, speak to a free regulated debt advice service. A trained adviser can review your full financial situation, explain all your options — including ones the debt collector will not tell you about — and help you negotiate if needed. This costs you nothing.
Debt collectors regulated by the FCA must follow rules on fair debt collection. If you believe a collector is calling excessively, using threatening or misleading language, or otherwise breaking FCA rules, you can report them to the FCA (fca.org.uk) or raise a complaint with the Financial Ombudsman Service (financial-ombudsman.org.uk). Both are free.
Source: FCA Consumer Credit Sourcebook (CONC). Always verify current rules at fca.org.uk or with Citizens Advice.
In England and Wales, most unsecured debts (such as credit cards, loans, and catalogues) become statute-barred after six years from the date of the last payment or written acknowledgement, where no court action has been taken. In Scotland the limitation period is generally five years.
A statute-barred debt is not written off — it still exists — but the creditor generally cannot take court action to recover it. You may still receive contact from collectors about statute-barred debts.
FCA-regulated debt collectors must follow the FCA's Consumer Credit Sourcebook (CONC) rules on fair treatment of customers. If you believe a collector is breaking these rules, report them:
Our Lender Details section includes information on UK debt collectors and debt purchasers, including FCA registration status and contact details.
Do not ignore the contact. Note the company name and check it is FCA-authorised at register.fca.org.uk. Ask for a written statement of the debt. Before making any payment or agreeing to any arrangement, contact a free regulated debt advice service: StepChange (0800 138 1111), National Debtline (0808 808 4000) or Citizens Advice (0800 144 8848).
A statute-barred debt is a debt where the limitation period has passed — six years in England and Wales (five years in Scotland) from the last payment or written acknowledgement, with no court action taken. A creditor cannot pursue court action to recover a statute-barred debt. However, the debt still legally exists and you may still receive contact. Making any payment or written acknowledgement may restart the limitation period in some circumstances. Always take free advice from Citizens Advice before assuming a debt is statute-barred.
A debt collector may visit your home but cannot enter without your permission and has no power to take goods without a court order. Debt collectors and bailiffs (enforcement agents) are different things. Bailiffs have legal powers to enter and take goods, but only after a court judgement. Most debt collection agencies are not bailiffs and do not have those powers. If you are unsure who is visiting or what powers they have, contact Citizens Advice immediately.
FCA-regulated debt collectors can contact you by letter, phone, email, or text to request payment; pass or sell your debt to a third party; apply to court for a County Court Judgement (CCJ); charge interest within the original agreement terms; and report the debt to credit reference agencies. They cannot impersonate bailiffs or court officials, threaten legal action they cannot take, contact you excessively or at unreasonable hours, or enter your home without permission.
Free, regulated debt advice is available from: StepChange Debt Charity (0800 138 1111, stepchange.org), National Debtline (0808 808 4000, nationaldebtline.org), Citizens Advice (0800 144 8848, citizensadvice.org.uk), and MoneyHelper (0800 138 7777, moneyhelper.org.uk). All are free, confidential and non-judgmental.
A debt collector typically acts on behalf of a creditor and collects the debt in return for a fee or commission — the original debt is still owned by the original creditor. A debt purchaser buys the debt outright from the original creditor, usually for less than the face value, and then collects the full amount from you. In both cases the debt itself remains, though who you owe it to may have changed. Both should be FCA-authorised.
If you are managing difficult finances alongside a debt situation, Ask Fin's free budgeting tools may help you understand your income and outgoings more clearly. These are educational tools only — not a substitute for regulated debt advice.
Ask Fin tools for people dealing with debtGeneral guidance only. Always use a free debt advice service for debt-related decisions.