Debt guide
What happens when creditors contact me?
Letters and calls about missed payments can feel overwhelming, but contact does not mean you have to make an immediate decision. Taking a few practical steps can help you regain control of the conversation.
6 minute read
Why a creditor may be contacting you
A creditor may contact you after a missed or reduced payment, when an arrangement ends, or when an account is transferred to a collection agency. The message should explain who is contacting you, which account it relates to and what they want you to do.
How to respond
Check that the organisation and account are genuine before sharing personal information. If the balance or ownership of the debt is unclear, ask for written details.
Explain if you are in financial difficulty and request time to review your budget or seek advice. Tell them if you need contact in a particular format or if health or personal circumstances are making communication difficult.
- Keep a record of every conversation
- Ask for a pause while you seek advice
- Request confirmation of arrangements in writing
- Do not provide bank details until you have verified the caller
If contact becomes difficult to manage
Creditors can contact you about money owed, but communication should not be misleading, threatening or excessive. You can ask for a reasonable contact method and make a complaint if you believe you are being treated unfairly.
Court papers, enforcement notices and notices affecting your home or essential services should never be ignored. Seek free, independent help promptly if you receive one.
This guide provides general information, not a personal recommendation. Your circumstances should be reviewed before you choose a debt solution.
