CCCS | InfoCentre | Scotland

Home visits

It is possible for a debt collector to call at your house in person, however this is rare as home visits are more costly for the collection agency than letters or telephone calls.

It is important to remember that debt collectors who call at your house are not sheriff officers.

Debt collectors cannot:

Enter your house or take any goods. You do not have to open the door to them or speak to them if you do not want to
Discuss your account with anyone else in your house and they must leave if you ask them
Act in a way that is threatening or intimidating and should always carry photographic identification

You can arrange to make a payment over the phone or by letter and you do not have to open the door to debt collectors if you prefer to pay another way.

Home visits are more likely from debt collectors who provide doorstep loans or other forms of credit where you are dealing with an agent or local branch rather than a national collection department.

More information on how debt collectors must conduct themselves when visiting your home can be found in the Office of Fair Trading (OFT) guidelines. If you feel a debt collector has treated you unfairly, you can make a complaint.

Free online debt advice

If you are having problems paying your debts, we can help. We offer an online debt counselling service, which will provide you with tailored debt advice and the best solution for your situation. Alternatively you can call our free Helpline on 0800 138 1111.

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FAQs

Can a debt collector visit me at my workplace?

No. The Office of Fair Trading (OFT) guidelines confirm a debt collector can only visit you at work with your permission.

If a creditor threatens to visit you at work, tell them very clearly that you do not want them to do this. Send them a letter stating you are refusing them permission to do this, making sure you send the letter by recorded delivery and keep a copy for yourself.

If a creditor does call at work after you have told them not to, visit the Direct Gov website for further advice.

Who can I speak to if I have a complaint about a home visit from a debt collector?

To make a complaint about a home visit, you should complain to the creditor or collection agency.

A company that visits your home in relation to a debt must have a consumer credit licence to trade. If your complaint is not resolved within eight weeks it can be referred to the Financial Ombudsman Service who can investigate on your behalf.

Are debt collection agencies always a different company from the original creditor?

No. Sometimes creditors will send letters that seem to be from a debt collection agency, but are actually the same creditor using a different trading name.

If you receive any letters from an unfamiliar company relating to arrears or unpaid debts, check the small print on the bottom or rear of the letter. This may confirm that the company is a trading name of the original creditor.