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Telephone calls from creditors

For many people, phone calls from creditors can be one of the most upsetting aspects of debt, especially if you are receiving calls from several creditors.

How to deal with creditor calls

Most creditors prefer to use phone calls as it is easier to put pressure on you to make payment this way.

Although you should never ignore your creditors, you do not need to take calls if you find them upsetting or you are repeating yourself each time. The creditors will also send letters to you to reinforce any information they give you on a call.

Creditors can contact you if you do not pay your monthly payments. However, they must keep to the rules set out by the Office of Fair Trading.
You may find it useful to read the Office of Fair Trading (OFT) guidelines which creditors have to follow.

Making a complaint

If you feel you are being treated unfairly, you can make a complaint. If you plan to do this, you will need to keep a record of all the calls you get. Keep a notebook by your phone and write down each call or voicemail you get. Note the date and time, who called you and what was said. This information should form the basis of your complaint.

Help and debt advice

If you have fallen behind with your existing debts and are having problems in arranging a payment with your creditors we can help. We offer an online debt counselling service, CCCS Debt Remedy, which will provide you with free debt advice tailored to your circumstances. Alternatively you can call our free Helpline on 0800 138 1111.

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FAQs

How many phone calls is a creditor allowed to make each day?

The Office of Fair Trading guidelines on debt collection state that a creditor cannot use phone calls to contact you “at unreasonable times and at unreasonable intervals”. If they do, you can make a complaint.

Many people believe there are some laws or guidelines stating that a creditor can only make a certain amount of calls each day. Unfortunately, no such guidelines exist, so a complaint should be based on what you believe is “unreasonable”.

Can I change or withhold my phone number?

Yes, you can change your number if you do not want to be contacted by phone. Your phone provider may charge you for this.

If you change your number, remember to withhold it when calling creditors to prevent them getting your new number using caller display. Dial 141 before entering a number to withhold your own number for that call.

There are other options available from phone providers which may be helpful, such as call-barring and caller display. These can give you greater control over who calls you, but there are usually monthly charges. Contact your phone company for more advice.

If you change your number, remember that you must open and read any letters. You should never ignore your creditors.

Who can I speak to if I have a complaint about a debt collection agency?

To make a complaint about a debt collection agency you should complain to them directly in the first place.

You can also contact the original creditor to complain.

Collection agencies must have a consumer credit licence to trade, so if your complaint is not resolved within eight weeks it can be referred to the Financial Ombudsman Service who can investigate the matter on your behalf.

Many collection agencies are also members of the Credit Services Association who have their own complaints process.