Debt collector — Citizens Advice consumer helpline

Direct answer

First ask the collector, in writing, to prove the debt: the original contract, the invoices, and their authority to collect. Until they do, you dispute it and they must stop calling. Collection fees must stay within the legal caps and cannot be added to a disputed or unproven debt. Citizens Advice consumer helpline (0808 223 1133) takes complaints about collectors who threaten, add illegal fees or ignore disputes. If the debt is real but you cannot pay, StepChange / Citizens Advice / National Debtline (0800 138 1111) helps for free. Only a court can order you to pay — County Court — money claim online (gov.uk) is where a real claim would go, and where you can object.

Call firstCitizens Advice consumer helpline

Report toStepChange / Citizens Advice / National Debtline

If that failsCounty Court — money claim online

🗣️ What to say

"I dispute the debt you refer to in your letter of [date], reference [number]. Please send me the original agreement, the invoices and proof that you are authorised to collect it. Until then, stop all contact except in writing and do not add any costs."

🪜 Step by step

Do not pay a "partial" amountPaying anything can be read as acknowledging the whole debt and restarting the limitation period. Dispute first.
Ask for proof in writingContract, invoices, authorisation. Give a deadline. A collector without proof has nothing.
Check the fees and the ageCollection costs are capped by law in most countries, and old debts may be time-barred. StepChange / Citizens Advice / National Debtline checks this with you for free.
Complain to Citizens Advice consumer helplineHarassment, calls at work, threats, fees beyond the cap, chasing a disputed debt — all reportable.
If they go to courtYou will receive a court letter, never just a collector's threat. Object within the deadline on the letter; County Court — money claim online explains how.

📇 All contacts

Citizens Advice consumer helplineConsumer rights, complaint letters, referral to Trading StandardsWhen the shop refuses📞 0808 223 1133 🔗 www.citizensadvice.org.uk/consumer

StepChange / Citizens Advice / National DebtlineFree debt advice, breathing space, debt relief ordersAs soon as bills cannot be paid📞 0800 138 1111 🔗 www.stepchange.org

County Court — money claim onlineClaims without a solicitor; up to 3× the deposit if it was unprotectedWhen the scheme cannot help🔗 www.gov.uk/make-court-claim-for-money

Civil Legal Advice / Citizens Advice / Law CentresLegal aid on low income, free adviceWhen you cannot afford a solicitor📞 0345 345 4 345 🔗 www.gov.uk/civil-legal-advice

❓ Frequently asked

Can a collector seize my things?

No. Only a bailiff with a court order can. A collector who claims otherwise is breaking the rules — report it.

The debt is real but I cannot pay

Say so in writing, propose a payment plan you can keep, and ask StepChange / Citizens Advice / National Debtline for help. Collectors accept realistic plans more often than people think.

Can it damage my credit record?

Only registered defaults and court judgments do; a collector's letter does not. If they registered a disputed debt, demand its removal and complain.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

Recognise your own search? The answer above covers all of these.

“debt collector wrong debt what to do the UK”
“debt collection fees legal maximum”
“debt collector harassment complaint the UK”
“time barred debt”
“prove the debt letter”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related questions

Your tools for the UK

Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.Energy · the UKElectricity & gasThe rules that protect you as an electricity and gas customer in the UK, and who to contact. Every fact is checked on an official source.Recognise it firstIs dit veilig?Check a phone number, website or message against 47,000 scam dossiers.

📨 A debt collector is chasing me for money I do not owe — who helps?