Phone calls about my debts

What should I do when a creditor calls about payments I cannot afford?

Tell them you cannot afford the payments and explain why.

You can also:

• Let them know if you are seeking debt advice too
• Tell them what you think you can afford to pay

Use our online debt advice tool to work out what you can afford if you do not already know.

You do not have to speak to the people you owe if you do not want to.

Ask them to send a letter or email instead and hang up the phone.

Remember:

• Your creditors must tell you anything important in writing – so make sure to read your letters
• You can also write to them if you do not want to talk on the phone

The people you owe should always speak to you politely and truthfully. Make a complaint if they do not.

How often can creditors call me?

It may count as harassment if the people you owe call you too often.

But the law does not state a maximum number of calls a creditor can make.

This can be even more stressful if you owe money to lots of people who call you.

There are no official rules or guidance in place, but:

• One call a week is probably okay
• Calling every day is definitely not

Ask them to stop if the amount of calls you get is unreasonable.

What times can the people I owe call me?

The law does not set out time when creditors can call, but they should not call you at ‘unreasonable’ times.

Most people agree that calls before 8am are too early, and calls after 9pm are too late.

But your circumstances may be different, for example if you work night shifts.

Tell the people you owe if you cannot take calls at certain times.

Make a complaint if they keep calling at times you told them not to.

Can the people I owe speak to anyone else?

The people you owe cannot discuss your debt with anyone but you unless:

• You give them permission to speak to a family member or support worker
• They are talking to the other person on a your debt is in joint names

This includes family and other people living in your house.

Can the people I owe call me at work?

The people you owe can call you at work if you gave a work number on the credit application form.

However they must stop using the number if you tell them you do not want calls at work.

Make a complaint if they call at work after you tell them not to.

Can I stop my creditors calling me?

Ask your creditors to remove your number from their records if you do not want to get any phone calls.

Make sure you read letters or emails from the people you owe.

Make a complaint if they keep calling after you tell them not to.

How we can help

Phone calls from creditors may mean you are struggling to manage your debts.