What Counts as Debt Collector Harassment?

Debt collectors and creditors have the right to chase money you genuinely owe. They do not have the right to bully you into paying it. UK law draws a clear line between firm, persistent contact and harassment, and knowing where that line sits gives you real power to push back.

Harassment generally means a course of conduct, meaning more than one incident, that a reasonable person would find alarming or distressing. A single unwelcome phone call rarely counts. Repeated calls at unreasonable hours, threats you know are false, or contact with your employer without good reason usually does.

The Legal Framework Protecting You

Protection from Harassment Act 1997

Section 1 of this Act makes it unlawful for anyone, including a creditor, to pursue a course of conduct that amounts to harassment. Breaching it can lead to a civil injunction ordering the creditor to stop, and in serious cases, criminal prosecution.

FCA Consumer Credit Sourcebook (CONC)

If the firm chasing you is regulated by the Financial Conduct Authority, which covers most banks, credit card companies, and debt collection agencies, CONC 7 sets specific rules. Firms must not contact you at unreasonable times or in unreasonable ways, must not pressure you into paying with money needed for essentials, and must treat you fairly if you are in financial difficulty.

Consumer Duty

Since its introduction, the Consumer Duty has strengthened these protections further, requiring firms to proactively identify customers who may be vulnerable and adjust how they communicate accordingly.

Examples of Unacceptable Behaviour

  • Contacting you late at night, very early in the morning, or at your workplace after you have asked them not to.
  • Threatening you with bailiffs or legal action the creditor has no genuine right to take.
  • Falsely implying that non-payment could lead to arrest or imprisonment, which it cannot for most civil debts.
  • Discussing your debt with family, friends, or your employer without your consent.
  • Adding unexplained or excessive charges to pressure faster payment.
  • Refusing to deal with a debt adviser you have authorised to act for you.

Do You Have to Speak to Them on the Phone?

No. You are not required to deal with a creditor or debt collector by phone if you find it stressful or difficult to manage. You can ask, in writing, for all future contact to be by post or email instead. A reasonable creditor should respect this request, and refusing to do so can itself support a harassment complaint.

What to Do if You Are Being Harassed

  • Keep a written record of every contact, including dates, times, what was said, and how it made you feel. This evidence matters if you complain or take legal action later.
  • Put your request in writing. Tell the creditor clearly what behaviour you want stopped and how you want them to contact you instead.
  • Complain formally to the firm first. Regulated firms must have a complaints process and generally have eight weeks to respond before you can escalate.
  • Escalate to the Financial Ombudsman Service if the firm is FCA-regulated and does not resolve your complaint satisfactorily.
  • Contact Trading Standards through the Citizens Advice consumer helpline if the behaviour breaches wider consumer protection law.
  • Consider a civil injunction under the Protection from Harassment Act if the behaviour is serious and ongoing, ideally with legal advice.

Can You Sue for Debt Collector Harassment?

Yes, in genuine cases. If a creditor’s conduct amounts to a course of harassment under the 1997 Act, you can bring a civil claim, and courts have awarded compensation where the behaviour caused real distress or financial loss. This does not remove the underlying debt, which you may still owe, but it addresses how you were treated while being chased for it.

Frequently Asked Questions

Can debt collectors contact my employer about my debt?

Generally, no, not without your consent, except in very limited circumstances such as recovering money directly from your salary through a legitimate court order like an attachment of earnings.

Can I be arrested for not paying a debt?

For almost all civil debts, no. Claims that you could be imprisoned for non-payment are usually false and can themselves count as harassment or an unfair practice.

What is the difference between persistent contact and harassment?

Persistent but reasonable contact, such as regular letters or calls at sensible hours, is not automatically harassment. It becomes harassment when the conduct is repeated, unreasonable, and would cause a reasonable person genuine alarm or distress.

Do I need a solicitor to stop creditor harassment?

Not always. Many cases resolve through a formal complaint to the firm or the Financial Ombudsman Service. A solicitor becomes more important if you are considering a civil injunction or compensation claim.

Getting Help

If harassment is linked to enforcement action such as bailiffs, our guide to bailiffs and enforcement agents explains the separate rules that apply to home visits. If the underlying debt itself is becoming unmanageable, our guide to the Breathing Space scheme covers how to get temporary legal protection from all creditor contact while you get advice.

This article gives general information only. It does not constitute legal advice. Always speak to a qualified solicitor or debt adviser about your specific circumstances, particularly if you are considering legal action against a creditor.