Understanding Persistent Contact from Creditors
Persistent contact from creditors refers to repeated attempts to get in touch with you about an outstanding debt. This can happen through various channels, such as phone calls, text messages, or even visits to your home – often called “doorstep visits.” While creditors have the right to contact you to discuss repayment, there are clear rules in the UK about what counts as reasonable communication and what crosses the line into harassment or unfair pressure.
Common Forms of Creditor Contact
Creditors usually try to reach you by:
- Phone calls: These might be to your home, mobile, or even your workplace.
- Text messages: Often used to remind you of missed payments or to request a response.
- Doorstep visits: Some creditors may send agents to your address to discuss your debt in person.
These methods are legal as long as they are used appropriately and within the boundaries set by UK law.
Why Do Creditors Contact Debtors?
Creditors contact you to discuss unpaid debts, set up repayment plans, or remind you of missed payments. Open communication can help resolve debt issues more quickly. However, there is a difference between reasonable contact – such as occasional reminders or requests for information – and excessive or aggressive behaviour.
Reasonable vs. Excessive Contact
- Reasonable contact means creditors get in touch at sensible times, give you space to respond, and respect your wishes on how you want to be contacted.
- Excessive contact includes calling multiple times a day, sending repeated texts, or turning up at your home unannounced and refusing to leave. This can make you feel threatened or distressed.
Harassment and Unfair Pressure
Under UK law, creditors must not harass you or apply unfair pressure to make you pay. Harassment can include:
- Contacting you at unreasonable times (like very early in the morning or late at night)
- Using threatening or abusive language
- Disclosing details of your debt to others without your permission
- Ignoring your requests to only be contacted in writing
Persistent, unwanted contact could be considered harassment. The Protection from Harassment Act 1997 makes it unlawful for anyone – including creditors – to pursue a course of conduct that amounts to harassment.
Rules for Creditor Behaviour in the UK
Creditors and debt collectors in the UK must follow strict rules set out by the Financial Conduct Authority (FCA). The FCA requires all authorised firms to treat customers fairly, communicate clearly, and avoid aggressive or misleading practices. You can check whether a firm is authorised on the Financial Conduct Authority (FCA) Warning List of unauthorised firms. Dealing with authorised firms gives you extra protection under FCA regulations.
If you feel a creditor’s contact is becoming persistent or crosses into harassment, you have the right to ask them to stop or limit their contact. If they ignore your requests, you may have grounds to make a formal complaint or seek further legal protection.
Understanding your rights can help you feel more confident in managing debt and dealing with creditors. The next sections will explain what steps you can take if you believe a creditor’s contact has become unfair or harassing.
What Counts as Persistent Contact?
What Counts as Persistent Contact?
Persistent contact happens when a creditor gets in touch with you so often that their calls, texts, or visits become unreasonable or feel like harassment. While creditors are allowed to contact you about unpaid debts, there are clear rules in the UK about how and when they can do this.
How Frequent Contact Becomes Persistent
There’s no strict legal definition for the exact number of calls or messages that counts as “persistent,” but the general rule is that contact should be reasonable and not excessive. For example, a creditor phoning you once a week to discuss repayment is usually considered acceptable. However, calling several times a day, sending repeated texts, or visiting your home frequently without your agreement can quickly become persistent and may be seen as harassment.
Acceptable vs. Unacceptable Behaviour
Acceptable contact might include:
- Occasional phone calls or letters to remind you of missed payments
- A single visit to your home if you have not responded to other attempts to contact you
- Contacting you at reasonable times of the day (usually between 8am and 9pm)
Unacceptable, persistent contact can include:
- Calling you multiple times a day, especially after you’ve asked them to stop
- Sending a barrage of texts or emails in a short period
- Visiting your home repeatedly or without warning
- Contacting you at unreasonable hours, such as late at night or very early in the morning
- Using threatening or aggressive language during any form of communication
Judging Persistent Contact: Frequency, Timing, and Manner
Creditors must consider not only how often they contact you, but also the timing and the way they communicate. Persistent contact is more likely to be considered unfair if:
- You have clearly asked the creditor to only contact you in writing, but they continue to call or visit
- The contact is designed to embarrass or put pressure on you, such as discussing your debt with neighbours or family
- They contact you at work after you have asked them not to
The Financial Conduct Authority (FCA) and other regulators require creditors to treat customers fairly and avoid harassment. If you feel overwhelmed by the number or nature of contacts, you have the right to ask creditors to change how they communicate with you.
For more detailed guidance on what counts as persistent misuse of communication services, you can refer to the Revised statement of policy on the persistent misuse of an electronic communications network or service – Ofcom. Ofcom outlines steps organisations must take to avoid causing nuisance and distress through repeated or inappropriate contact.
If you believe a creditor’s behaviour is crossing the line into harassment, keep a record of all communications and consider seeking advice or making a formal complaint. Knowing your rights can help you take control and stop unwanted persistent contact.
Legal Protections Against Harassment by Creditors
Legal Protections Against Harassment by Creditors
If you’re dealing with persistent calls, texts, or doorstep visits from creditors, it’s important to know that UK law offers clear protections against unfair treatment and harassment. Both specific laws and regulatory rules set boundaries on how creditors can contact you, ensuring you are treated fairly and respectfully.
What Is Creditor Harassment?
Under UK law, creditor harassment refers to any action by a creditor or debt collector that is intended to pressure, intimidate, or distress you into paying a debt. This can include frequent phone calls, repeated text messages, or unannounced visits to your home. Harassment is not just about the number of contacts – it also covers aggressive or threatening behaviour, sharing information about your debts with others, or contacting you at unreasonable times.
Key Legal Protections
The Protection from Harassment Act 1997
The Protection from Harassment Act 1997 makes it a criminal offence for anyone – including creditors – to pursue a course of conduct that amounts to harassment. This law means that if a creditor’s actions cause you alarm or distress, or if they repeatedly contact you in ways that feel oppressive, they could be breaking the law. The Act covers not only physical visits but also persistent phone calls, letters, or electronic communications.
Financial Conduct Authority (FCA) Rules
Most creditors and debt collectors in the UK must follow rules set by the Financial Conduct Authority (FCA). The FCA’s rules require creditors to treat customers fairly and not use practices that amount to harassment or unfair pressure. For example, they must not:
- Contact you at unreasonable times (such as very early in the morning or late at night)
- Call you at work if you have asked them not to
- Use threatening or abusive language
- Make repeated or excessive contact that causes distress
The FCA also states that creditors should give you reasonable time to pay and must not mislead you about your legal rights or the consequences of not paying.
Limits on Contact
While creditors are allowed to contact you about unpaid debts, there are clear limits on how and when they can do so:
- Frequency: Creditors should not make persistent or excessive contact. For example, multiple calls or messages in a single day, or repeated visits to your home, can be considered harassment.
- Method: You have the right to choose how you are contacted. If you prefer to communicate in writing rather than by phone, you can request this.
- Respecting Your Requests: If you ask a creditor to stop contacting you by certain methods, or to only contact you through a third party (such as a debt adviser), they must respect your wishes unless they have a legal reason not to.
Your Rights and What You Can Do
If you feel you are being harassed by a creditor, you have the right to ask them to stop or to change how they contact you. You can:
- Write to the creditor requesting that all communication is in writing
- Ask them not to visit your home
- Request that they only contact you through your debt adviser
If a creditor ignores your requests or continues to harass you, you can report their behaviour. In serious cases, you may be able to take legal action under the Protection from Harassment Act 1997.
For more detailed information on your rights and the steps you can take, see our page on creditor harassment.
Understanding your rights under UK law can help you feel more confident in dealing with creditors. If you believe a creditor’s behaviour has crossed the line, remember that you are protected – and there are steps you can take to stop persistent or unfair contact.
Examples of Harassment: Persistent Calls, Texts and Doorstep Visits
Persistent and unwanted contact from creditors can quickly cross the line into harassment. UK law recognises that while creditors have the right to ask for repayment, there are strict limits on how and how often they can contact you. Here are some common examples of harassment through calls, texts, and doorstep visits, and how the law protects you.
Persistent Phone Calls
Receiving occasional calls from a creditor is normal, but when these calls become frequent – especially several times a day or at unsociable hours – they may be considered harassment. The situation is even more serious if the calls are aggressive, threatening, or designed to frighten or pressure you into paying. Creditors are not allowed to:
- Call you repeatedly in a short period of time
- Contact you at work if you have asked them not to
- Phone you late at night or very early in the morning
- Refuse to identify themselves or use misleading information
If you feel overwhelmed by the number or nature of these calls, it may be a sign of harassment under UK law.
Harassing Text Messages
Text messages from creditors can also become harassment if they are excessive, frequent, or use aggressive language. For example, receiving several texts in a single day, or messages that threaten legal action without basis, can be distressing. Texts that use language intended to intimidate or shame you are not permitted. If you are experiencing creditor threats and intimidation, you have the right to take action.
Doorstep Visits
Creditors may sometimes visit your home, but there are strict rules about when and how they can do this. A creditor must give you notice before visiting and should only do so at reasonable times. Doorstep visits become harassment if:
- The creditor visits repeatedly without good reason
- They refuse to leave when asked
- They use intimidation, threats, or aggressive tactics during the visit
Remember, you do not have to let a creditor into your home. If you feel unsafe or pressured, you can ask them to leave and report the behaviour.
Why the Law Protects You
Harassment from creditors can have a serious impact on your wellbeing, causing stress, anxiety, and even affecting your work or family life. The law offers protection to ensure creditors act fairly and respectfully. The Protection from Harassment Act 1997 makes it a criminal offence to pursue a course of conduct that amounts to harassment. This includes persistent unwanted contact by phone, text, or in person.
If you believe a creditor’s actions are harassing or intimidating, you are not alone and there are steps you can take. Understanding your rights is the first step towards protecting yourself from unfair or unlawful behaviour. For more information on dealing with aggressive creditor conduct, see our guidance on creditor threats and intimidation.
What You Can Do If You Are Being Harassed
If you feel you are being harassed by persistent calls, texts, or doorstep visits from creditors, it’s important to know that you have rights under UK law. Creditors must follow rules set out by the Financial Conduct Authority (FCA) and the Consumer Protection from Unfair Trading Regulations 2008. Here’s what you can do to protect yourself and take action:
Formally Ask Creditors to Stop or Limit Contact
You have the right to ask creditors to contact you only in certain ways or at specific times. For example, you can request that they stop calling you at work, avoid sending texts late at night, or not visit your home. It’s best to make these requests in writing (by letter or email), so you have a clear record. Clearly state how you prefer to be contacted – such as by letter only – and ask them to confirm in writing that they will honour your request.
If you do not want doorstep visits, you can specifically ask for these to stop. Creditors are not allowed to ignore reasonable requests about how they contact you, and repeated unwanted visits may be considered harassment.
Making a Complaint to the Creditor or a Regulator
If your requests are ignored or you continue to receive unwanted contact, you can make a formal complaint to the creditor. Set out the details of the harassment, including dates, times, and the type of contact. Creditors are required to have a complaints process and must respond within eight weeks.
If you’re not satisfied with the creditor’s response, or if the problem continues, you have the right to escalate your complaint. You can find step-by-step guidance for making a debt complaint, including how to raise your concerns with the right organisations.
Taking Further Action
If the harassment continues after you’ve complained, you can take your case to the Financial Ombudsman Service. This is a free, independent service that helps resolve disputes between consumers and financial businesses. The Financial Ombudsman Service can look into your complaint and may order the creditor to stop the harassment, apologise, or pay compensation if appropriate.
In serious cases, you may also consider seeking legal advice or contacting your local Trading Standards office, as persistent harassment can be a criminal offence under the Administration of Justice Act 1970.
Keep Detailed Records
Always keep a record of every call, text, letter, or visit from creditors. Note down dates, times, the name of the person who contacted you, and what was said or done. Keep copies of any letters or emails you send or receive. Detailed records will help you support your complaint and provide evidence if you need to escalate the issue.
By taking these steps, you can assert your rights and protect yourself from unfair or persistent contact by creditors. Remember, you do not have to tolerate harassment, and support is available if you need it.
How Persistent Contact Relates to Other Forms of Harassment
Persistent contact from creditors – such as repeated phone calls, texts, or unannounced visits – can often feel overwhelming and distressing. Under UK law, creditors are allowed to contact you to discuss outstanding debts, but they must do so in a reasonable and respectful manner. When contact becomes excessive, it may cross the line into harassment, which is not permitted under the Financial Conduct Authority (FCA) guidelines and the Protection from Harassment Act 1997.
Persistent contact often overlaps with other forms of creditor harassment. For example, if a creditor not only calls you multiple times a day but also uses aggressive language or makes threats, this behaviour can quickly escalate beyond simple persistence. The FCA specifically prohibits creditors from using threats, intimidation, or pressure to force you into making payments. If you are experiencing this kind of behaviour, it’s important to understand your rights regarding threats and intimidation by creditors.
It’s also important to distinguish between different types of harassment. Persistent calls and texts are forms of communication harassment and may involve pressure, but they are different from physical or aggressive behaviour, such as a creditor or bailiff turning up at your home and refusing to leave. Bailiffs (also known as enforcement agents) have strict rules they must follow when visiting your property. If a bailiff’s actions become intimidating, aggressive, or go beyond what the law allows, this may constitute bailiff harassment.
If you are unsure whether the contact you’re receiving is simply persistent or has become harassment, consider the following signs:
- You receive calls or texts at unreasonable times, or so often that it causes you distress.
- The creditor uses threatening, abusive, or aggressive language.
- You feel pressured to pay more than you can afford, or to borrow more money to pay the debt.
- Someone visits your home repeatedly without your agreement, or refuses to leave when asked.
If any of these situations apply, it’s important to seek help. For persistent calls and texts, you can make a formal complaint to the creditor and report them to the Financial Ombudsman Service if the issue isn’t resolved. If you feel threatened, intimidated, or physically harassed, review your rights around threats and intimidation by creditors or bailiff harassment to understand what steps you can take.
Remember, you do not have to tolerate persistent or aggressive contact from creditors or bailiffs. Knowing your rights under UK law is the first step to protecting yourself and seeking the right support.
Managing Debt to Reduce Harassment Risks
Managing debt effectively is one of the most important steps you can take to reduce the risk of persistent calls, texts, or doorstep visits from creditors. Creditors are allowed to contact you about outstanding debts, but UK law – particularly under the Consumer Protection from Unfair Trading Regulations 2008 and guidance from the Financial Conduct Authority (FCA) – makes it clear that repeated or aggressive contact can count as harassment. By taking control of your debts early, you can often prevent situations from escalating to this point.
Take Action Early
If you’re struggling to keep up with payments, don’t ignore the problem. Contacting a reputable debt advice service as soon as possible can help you understand your options and put a plan in place. These services can offer practical support, whether you need help negotiating with creditors, setting up a payment arrangement, or exploring solutions like a Debt Management Plan or Individual Voluntary Arrangement (IVA). Early action shows creditors that you are taking your obligations seriously, which can reduce the likelihood of persistent or aggressive contact.
Communicate and Negotiate
Open, honest communication with your creditors is key. Let them know about your financial situation and what you can realistically afford to pay. Most creditors are willing to discuss payment plans or temporary arrangements if you are upfront and proactive. Keeping a record of all correspondence can also help protect you if you need to make a complaint about harassment later on.
Understand Your Rights and Creditor Conduct
Creditors must follow strict rules when contacting you. The FCA’s guidelines require that firms treat customers fairly and communicate in a way that is not misleading or oppressive. If you are concerned about the behaviour of a creditor or debt collector, you can check whether they are authorised to operate in the UK by visiting the Financial Conduct Authority (FCA) Warning List of unauthorised firms. This can help you identify rogue firms and protect yourself from unlawful practices.
Practical Steps for Managing Debt
- Make a budget: List all your income and expenses to see what you can afford to pay towards your debts.
- Prioritise debts: Some debts, like mortgage or rent arrears, council tax, and utility bills, are more urgent than others.
- Seek help: Professional debt advice can clarify your rights and options.
- Stay organised: Keep all letters, emails, and notes of phone calls with creditors.
- Don’t agree to payments you can’t afford: Only commit to arrangements that are realistic for your situation.
For more detailed strategies on managing your finances and dealing with creditors, visit our page on managing your debt.
Taking these steps can not only help you regain control of your finances, but also reduce the risk of harassment and persistent contact from creditors. Remember, you have rights and there is support available to help you manage your debts responsibly.
Special Situations: Tenants and Workers Facing Persistent Contact
Persistent contact from creditors can create particular challenges for tenants and workers, especially when it relates to issues like rental deposits or unpaid wages. Understanding your rights in these situations is essential to protect yourself from unfair pressure or harassment.
Persistent Creditor Contact and Tenants
For tenants, persistent calls, texts, or even doorstep visits from landlords or letting agents can be especially stressful – particularly if there is a dispute about your rental deposit. While landlords are entitled to communicate about outstanding payments or damages, they must not cross the line into harassment. Repeated, aggressive, or threatening contact is not allowed under UK law.
If you are facing pressure about your deposit, remember that you have specific legal protections. Landlords must follow strict rules when handling deposits and resolving disputes. If you feel you are being unfairly targeted, learn more about your rights regarding rental deposits and harassment, including how to recover your money and what steps to take if you believe your landlord is acting unlawfully.
Legal Protections for Tenants
The Protection from Harassment Act 1997 makes it unlawful for anyone – including landlords or their agents – to pursue a course of conduct that amounts to harassment. This includes repeated unwanted contact or threats. If you believe you are being harassed, you can contact the police or seek a civil injunction. Keeping a record of all communications can strengthen your case if you need to take legal action.
Workers, Unpaid Wages, and Debt Problems
Persistent creditor contact can also affect workers, particularly if you are owed wages or have employment disputes. If your employer fails to pay you, this can quickly lead to debt problems, making you more vulnerable to creditor pressure. Understanding the connection between unpaid wages and creditor contact is important – there are steps you can take to claim what you are owed and protect yourself from further financial difficulty.
Rights and Actions for Tenants and Workers
If you are a tenant or worker facing persistent and unwanted contact from creditors, landlords, or employers, you have the right to:
- Request that all communication be put in writing, rather than by phone or unannounced visits.
- Report harassment to the police or seek legal advice, especially if the contact is threatening or continues after you have asked for it to stop.
- Make a formal complaint to your landlord’s letting agent, employer, or relevant ombudsman service.
- Seek support from advice services if you are struggling with debt or need help understanding your rights.
Always keep detailed records of any contact, including dates, times, and the nature of the communication. This evidence can be crucial if you need to escalate your complaint or take legal action.
For further details on your legal protections, you can refer to the Protection from Harassment Act 1997, which outlines your rights against harassment in both housing and workplace contexts.
By knowing your rights and the steps you can take, you can stand up to persistent, unfair creditor contact and protect your wellbeing and financial security.
