If a Debt Collection agency contacts you… they have a responsibility to help you.
Leave an encouraging word for the next person going through this. You're not alone.
For years, news stories have tended to focus on the negatives and this has fed directly into the perception of the industry. Historical pushy tactics have left a bad taste in a lot of people's mouths.
However, it's important not to believe everything you read or hear. Nothing and nobody is ever perfect. While things can sometimes go wrong, regulated debt collection agencies have a responsibility to support you — they're not there simply to "collect" money.
These agencies should listen to you and take the time to understand your circumstances. If you're in a position to clear your debt, that's great. If not, there's no need to worry.
You may be able to negotiate an affordable, sustainable repayment plan.
You might need some extra time to get things in order — this is often referred to as breathing space.
They may be able to point you in the direction of free resources and help.
Understanding the different types of organisations you might encounter
A debt collection agency is a company that is asked by a lender to help recover money that is overdue.
In the UK, most debt collection activity is regulated by the FCA. Agencies must:
💡 A debt collection agency should work with you, not against you.
A debt purchaser is a company that buys debt from the original lender. This means they become the new legal owner of the debt.
Debt purchasers must also follow FCA rules:
💡 Even if a debt has been sold on, you still have rights and protections.
A debt management agency helps you deal with multiple debts by working out what you can afford.
Some are free (like StepChange or Citizens Advice). Others may charge fees.
If you're contacted by a debt collection agency, the best thing you can do is not ignore it.
Open the letter or email
Check the details
Respond early if something doesn't look right
Be honest about your circumstances
Free, independent help is available. You don't have to face this alone.
Get free, confidential advice from trained experts.
The UK's leading debt charity. Free debt advice and debt solutions.
📞 0800 138 1111Free, independent advice on debt, benefits, housing and more.
📞 0800 144 8848Free expert debt advice over the phone and online.
📞 0808 808 4000Free, impartial money and debt guidance.
📞 0800 138 7777Free debt management plans and IVAs.
📞 0800 280 2816Financial worries can affect your wellbeing.
Mental health charity with resources on money and mental health.
📞 0300 123 3393Free, confidential support for anyone in emotional distress.
📞 116 123 (free, 24/7)Free, confidential, 24/7 text support.
📱 Text "SHOUT" to 85258Campaign Against Living Miserably. Helpline and webchat.
📞 0800 58 58 58 (5pm-midnight)Support for anxiety, stress and related conditions.
📞 03444 775 774If gambling has contributed to your debt, specialist help is available.
Free advice, support and counselling for gambling.
📞 0808 8020 133 (24/7)Free, confidential help and resources.
📞 0808 8020 133Fellowship of people sharing experience to recover.
📞 0330 094 0322Software that blocks access to online gambling sites.
🔒 gamban.comFree self-exclusion from UK gambling sites.
🚫 gamstop.co.ukCheck if a company contacting you is legitimate and authorised by the FCA
Demanding immediate payment by phone
Asking for unusual payment methods (gift cards, crypto)
Using threats or aggressive language
Refusing to provide written details
Can't tell you who the original creditor is
No verifiable company address or registration
Who regulates the debt industry and protects your rights
The FCA is the main UK regulator for financial services.
If a company is FCA regulated, it must treat you fairly and consider your circumstances.
Check the FCA Register →Ofgem is the regulator for gas and electricity companies.
OFGEM rules cover fair repayment plans and protections for vulnerable customers.
Visit OFGEM →The CSA is a trade body for the UK debt collection and debt purchase industry.
CSA members are expected to behave professionally and handle complaints properly.
Note: The CSA is not a government regulator.
Visit CSA →