Don't believe everything you hear about Debt Collection

If a Debt Collection agency contacts you… they have a responsibility to help you.

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Support and guidance

Debt collection doesn't have the best reputation, and it's easy to see why.

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.

Support and understanding

Negotiate Plans

You may be able to negotiate an affordable, sustainable repayment plan.

Breathing Space

You might need some extra time to get things in order, this is often referred to as breathing space.

Free Resources

They may be able to point you in the direction of free resources and help.

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Explainers

Understanding the different types of organisations you might encounter

If you're contacted: why early conversations matter

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 Resources / Support Hub

Free, independent help is available. You don't have to face this alone.

Regulators & Trade Bodies

Who regulates the debt industry and protects your rights

Financial Conduct Authority

The FCA is the main UK regulator for financial services.

What it does:

  • Sets the rules for how financial companies must behave
  • Regulates debt collection agencies, debt purchasers, and debt management firms

Why it matters:

If a company is FCA regulated, it must treat you fairly and consider your circumstances.

Check the FCA Register β†’

Office of Gas and Electricity Markets

Ofgem is the regulator for gas and electricity companies.

What it does:

  • Controls how energy suppliers behave
  • Sets rules about billing, debt collection, and customer support

If you're in energy debt:

OFGEM rules cover fair repayment plans and protections for vulnerable customers.

Visit OFGEM β†’

Credit Services Association

The CSA is a trade body for the UK debt collection and debt purchase industry.

What it does:

  • Represents debt collection agencies and debt purchasers
  • Sets a Code of Practice that members agree to follow

Why it matters:

CSA members are expected to behave professionally and handle complaints properly.

Note: The CSA is not a government regulator.

Visit CSA β†’

πŸ’œ Leave a Message of Positivity

Leave an encouraging word for the next person going through this. You're not alone.

"The greatest gift you can give yourself is the permission to talk about your situation. Noone will judge and many will help - and that includes those collecting debt."

Anonymous

"It's not a sign of weakness to ask for help. It's a sign you're strong enough to take ownership and before you know it, you will breathe easier and feel lighter. Well done for coming this far, don't stop now!"

A positive mental health first aider

"I know how hard and overwhelming it can be - but reach out, make that first step. There is always an end of the tunnel, you just need some lighting and a pathway to guide you. We have all been there. Don't think we haven't! And we are here for you:)"

Tom

"I know how hard it can be - I wish I’d had access to this resource during my own tough times. Please don’t go through it alone. Stay strong and reach out; real help is out there."

A Former Head‑Burier

"Keep going, even when it feels slow. Progress is still progress."

Anonymous

"It always seems impossible until its done!"

Hannah

"Keep going, you're not alone!"

Anonymous