OFT on Debt Collection

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The Office of Fair Trading: Debt collection practices


Debt collection practices

The OFT has issued guidance for debt collectors on how to deal fairly with debtors. It is aimed at all consumer credit licence holders and applicants, and applies to collection of debt once an account is in default.
Download Debt collection guidance (pdf 117 kb).

Debt collection complaints

If you are an adviser or third party organisation and you would like to complain to the OFT about the debt collection practices of creditors and/or their debt collection units, as well as external debt collection agencies, please download and complete the complaint form (word file 123 kb) and return it to the OFT by post or email.

The OFT complaints evidence checklist (pdf 90 kb) may be helpful when dealing with complaints against traders collecting consumer credit debts. It can be used alongside the OFT's 'Debt collection guidance' and the complaint form.

Review of Debt collection guidance

The OFT published on 11 December 2006 the findings of a review into how guidance to debt collectors has changed behaviour within the sector and raised awareness. The OFT's guidance on debt collection, issued in July 2003, sets out minimum standards for debt collection by those holding consumer credit licences.

The OFT found that:

• the guidance is a success in terms of content
• awareness has increased among collectors of debts, individual debtors and consumer advisers
• there have been positive changes in industry behaviour, and
• there is more to be done in improving levels of compliance.

Download Debt collection guidance compliance review report (pdf 227 kb).

See press release.








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