Creditor harassment — your rights and how to stop it
If your creditors are calling several times a day, threatening you, or making intimidating contact, they may be breaking the law. The Financial Conduct Authority (FCA) regulates how firms can pursue you, and harassment is a breach of those rules.
What counts as harassment
- Calling you at unreasonable hours or repeatedly (e.g. 10+ calls a day).
- Using threatening, abusive or intimidating language.
- Pressuring you to borrow more to pay them.
- Contacting your employer, family or friends about your debts (except to confirm contact details).
- Refusing to deal with advice agencies acting on your behalf.
- Pretending to be a bailiff when they are not.
What harassment is not
- A single reminder letter.
- A polite phone call asking when you can pay.
- Court action or sending the debt to a collection agency.
- Asking you to keep to an agreement you signed up to.
How to stop it
- Keep a log. Record every call, message and letter — date, time, content, caller name.
- Write to the creditor. Ask them to communicate in writing only, and explain that you are seeking advice.
- Send the FCA harassment template letter — National Debtline and StepChange both publish free templates.
- Tell them you have a mental health condition — FCA rules require creditors to give extra consideration to vulnerable customers.
If it continues
- Complain to the creditor in writing.
- If unresolved in 8 weeks, escalate to the Financial Ombudsman Service (free).
- For criminal threats or harassment outside debt, contact the police non-emergency line 101.
- The FCA can take action against firms who breach rules.
A note on payday lenders
FCA rules require payday lenders to cap interest and fees (the total cannot exceed the loan amount borrowed), allow reasonable repayment plans including forbearance, and not roll over loans more than twice. If a payday lender refuses reasonable forbearance, you have strong grounds for complaint.
Where to get help
StepChange has a dedicated harassment team. National Debtline has all the template letters. See also Bailiffs and enforcement agents — your rights for the separate rules on bailiff visits.
England & Wales only. General information, not legal advice.