Debt collectors advice: your rights and what to do

Regulator

Debt collectors for consumer credit are regulated by the FCA

Bailiffs?

No. Collectors are not bailiffs

Court

Only a court can order you to pay

First step

Do not ignore it. Check the debt

Who collects debts?

• The original creditor, such as your bank or utility, through its own collections team.
• Collection agencies acting for the creditor, who are paid to collect and do not own the debt.
• Debt purchasers, who buy debts and then collect them as the new owner.
• Solicitors, who send letters before claim and bring court claims.

The letter should say which type of firm is writing to you, who owns the debt and how much is owed.

Your rights

Collectors must be honest, must not harass or mislead you and must treat you fairly if you are in financial difficulty. In practice that means they should:

• identify themselves and the creditor, and give you clear information about the debt;
• contact you at reasonable times and in a reasonable way;
• not threaten action they cannot take, such as sending bailiffs without a court judgment;
• pause to investigate if you dispute the debt, and take your circumstances into account.

What collectors cannot do

• Enter your home without permission, or take goods, without a court order.
• Threaten you with prison or arrest for an ordinary debt.
• Contact your employer, family or neighbours about the debt.

How to respond

1. Open every letter and keep copies.
2. Ask for proof: the original creditor, account number, amount, and how it is made up.
3. Check your credit report and your records.
4. If the debt is yours, make a budget and agree a plan you can keep. If not, dispute it in writing.
5. If you cannot afford to pay, get free advice before agreeing anything.

Never ignore court papers. If the debt is old, ask about the time limit. In England and Wales it is usually six years, and paying or admitting it can restart the clock.

Stopping the contact

You can ask a collector to contact you in writing only. A collector must pause while it investigates a dispute. Contact stops when the debt is paid, settled or formally dealt with, or if you are in a protection such as Breathing Space. Formal solutions such as an IVA, debt relief order or bankruptcy can also deal with collection. See our CCJ guide if you have had court papers.

Complaining

Complain to the collector, then if you are not satisfied or it has not replied within eight weeks, to the Financial Ombudsman Service. Many collectors belong to the Credit Services Association and follow its code of practice. You can also report concerns about regulated firms to the FCA.

Guides to individual debt collectors

Each guide covers who the company is, what it collects, whether it is regulated, how to check a debt and how to complain.

If you have a call or message from an unknown number, see our guide to 07891891162: who called? More company guides are being added. If you are dealing with bailiffs, read our bailiffs advice.

Frequently asked questions

This guide gives general information and is not personal advice. Rules and limits change, so check with a free adviser before acting. Last reviewed 11 November 2026.