When does creditor contact become harassment?
Creditors are allowed to chase what you owe. They are not allowed to hound you, frighten you or shame you. Here is where the line is — and what to do when it is crossed.
Applies to: England & Wales (FCA rules apply UK-wide)
What to do now
- Start a contact log today: date, time, company, what was said.
- Write to the firm asking for contact in writing only, at reasonable times — the Letter Builder drafts a harassment complaint for you.
- If it continues, complain formally, then go to the Financial Ombudsman Service. If you feel threatened, contact the police.
Normal contact vs harassment
| Usually acceptable | Likely to cross the line |
|---|---|
| Letters and calls asking you to pay or get in touch | Calls many times a day, or straight after you have hung up |
| Calls during normal hours | Calls late at night, very early, or when you have said a time is unsuitable |
| Explaining what could happen next, accurately | Threatening bailiffs, arrest or court action that cannot happen at that stage |
| Writing to you at home in a sealed envelope | Telling family, flatmates, neighbours or your employer about the debt |
| A visit arranged with you in advance | Turning up without notice, refusing to leave, or visiting when you have said not to |
What the FCA rules say
Firms regulated by the FCA — lenders and most debt collectors — must follow CONC 7.9. They must explain who they are and why they are contacting you; must not contact you at unreasonable times and must have regard to reasonable requests about when, where and how you are contacted; must not unfairly disclose, or threaten to disclose, your debt to anyone else; must not act in a way likely to be publicly embarrassing; and must not discuss the debt with someone without first checking they are you or acting for you. On visits, they must give notice, must not enter without your consent or a court order, and should not normally visit you at work or in hospital. They must also not pressurise you to pay more than you can afford (CONC 7.3).
When it is a criminal offence
Section 40 of the Administration of Justice Act 1970 makes it an offence to harass someone with demands for payment that, because of their frequency or the way they are made, are calculated to cause alarm, distress or humiliation — or to falsely suggest that criminal proceedings will follow non-payment, or to pretend to be acting with official authority. The Protection from Harassment Act 1997 can also apply. Trading Standards and the police can act; if you feel unsafe, call the police.
Social media, family and your employer
A firm contacting you through social media must still follow the rules, and must not post about your debt where others can see it. It must not tell your family, partner or employer about your debt. If someone else is being chased for your debt — or you are being chased for someone else’s — say so in writing and ask the firm to stop.
Collect evidence
- Log every call: date, time, number, who you spoke to, what was said.
- Keep letters, texts, emails, voicemails and screenshots.
- Note who else was told about the debt, and how.
- Keep copies of everything you send.
The creditor contact log keeps this on your device and turns it into a printable record.
How to complain
- Write to the firm describing what has happened, with dates, and ask for it to stop.
- Wait for a final response — a regulated firm has eight weeks.
- Go to the Financial Ombudsman Service if you are unhappy with the answer, normally within six months of the final response. It can order the firm to put things right and pay compensation.
- Report serious cases to Trading Standards or the police.
Printable one-page versions: debt checklists.
You never have to pay for debt advice. MoneyHelper (government-backed), StepChange, National Debtline and Citizens Advice all give free, confidential advice with no obligation.
Common questions
How many calls from a creditor is harassment?
There is no fixed number. It depends on how often, when and how the contact happens, and its effect on you. Several calls a day, calls at unreasonable hours, or calls straight after you have asked them to stop are all likely to breach FCA rules.
Can I tell a creditor to stop calling me?
You can ask a creditor to contact you only in writing, or only at certain times, and regulated firms must have regard to reasonable requests. They can still write to you about the debt.
Can a debt collector tell my family about my debt?
No. Regulated firms must not unfairly disclose your debt to anyone else, and must check they are speaking to you, or someone acting for you, before discussing it.