What to say when a debt collector calls
Calls about debt are stressful, and it is easy to agree to something you cannot keep. Here are short scripts you can read out, and the things you never have to say.
Applies to: UK-wide
What to do now
- Keep the script open by your phone.
- Log every call in the contact log.
- Follow up anything agreed on the phone in writing.
Scripts
“Put it in writing”
“Thank you for calling. I prefer to deal with this in writing. Please send me the details of the debt by post or email and I will reply. Please do not call me again about this.”
“I need time”
“I’m getting free debt advice and working out what I can afford. Please put the account on hold for 30 days and note that on your records. I’ll be in touch before then.”
“I don’t recognise this debt”
“I don’t recognise this. Please send me proof — a copy of the agreement and a statement of the account — and confirm who owns the debt. I won’t discuss payment until I have checked it.”
“I can only afford…”
“I can afford £[amount] a month, based on my budget after my essential bills. I’ll put that offer in writing with my budget. Please freeze interest and charges while I pay.”
“This is too much”
“These calls are causing me distress. I am asking you to contact me in writing only from now on. If the calls continue, I will make a formal complaint.”
If a bailiff phones
“Please give me your name, company, the creditor and the reference number. I’d like a breakdown of the debt and your fees in writing. I want to set up an affordable arrangement — what is the process?”
What you never have to do on the phone
- Agree to a payment you cannot keep. Say you will come back with an offer in writing.
- Give card details because you feel pressured.
- Confirm or discuss an old debt before checking whether it is statute-barred.
- Answer questions about other people in your household.
- Stay on the line. You can end the call politely at any time.
After the call
Write down the date, time, name and what was said, and confirm anything agreed in a short letter or email. If the firm keeps calling after you have asked for writing only, that may be excessive contact under FCA rules — see creditor harassment.
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
Do I have to talk to debt collectors on the phone?
No. You can ask for all contact to be in writing and reply by letter or email instead.
Should I admit a debt on the phone?
Not until you have checked it is yours and the amount is right. Ask for proof in writing first.
Can I record a call with a debt collector?
You can record calls you are part of for your own records. If you want to use a recording in a complaint or share it, get advice first.