Debt collection

If you’re disputing a bill, having the outstanding amount referred to debt collectors can be extremely worrying.

Whilst a service provider is entitled to chase money which they believe is owed, when this is in dispute, we would expect them to take this into consideration.

If you find that you have been referred to a debt collection agency whilst in dispute with your provider, you should contact the agency and explain this to them. It is possible that they will allow you time to resolve your dispute.

It’s also important you follow your phone company’s complaints procedure. This should be available on their website, or by calling their Customer Services.

If your problem is not resolved you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.

Ask your provider for a ‘deadlock’ letter so that you can refer your dispute to the relevant scheme.

Or, if more than eight weeks have passed since you first made your complaint you can contact the ADR directly.

At the moment Ofcom has approved two ADR schemes – CISAS and Ombudsman Services: Communications.

Your phone company will tell you which scheme it is a member of, or you can use our ADR checker.

An ADR will look at your arguments, and your provider’s, and come to a decision they think is fair.

This option is only open to private residential customers and small businesses with up to 10 employees. Larger businesses need to consider other options such as legal advice.

Watch our video guide to telecoms complaints

Unhappy with a debt collector’s behaviour?

 Debt Collectors are licensed by the Office of Fair Trading (OFT). A condition of that licence is that they must obey the OFT’s guidance on acting fairly. You can see this guidance on the OFT website.

If you believe a collection agency isn’t playing by the rules, tell them. And if they continue to cause you concern, you can seek advice from Consumer Direct.

Where can I find general advice?

 For general advice on debts and similar issues, you may like to contact Consumer Direct.

You may also wish to contact the National Debt Line.

Related issues:

Disputed Bill

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