The companies I owe are hassling me

If you're new to Debt Line and you're still getting hassle, please don't worry. The first 2 months of your plan are a negotiation period whilst we wait for the people you owe to action our paperwork. You should start to notice this improve from your 3rd payment onwards.

If you're making regular payments, you shouldn't be getting phone calls and threatening letters. If you are, then please let us know so we can help you to make a complaint.

As a Debt Line customer you're protected from certain hassle by the official guidelines from the Office of Fair Trading Debt Collection Guidance July 2003 (updated October 2011). These state that the people you owe should not be:

3.7i - pressurising debtors to pay more than they can reasonably afford or to pay within an unreasonably short period.

3.7m - failing to suspend active pursuit of recovery of a debt for a reasonable period under circumstances in which it can be evidenced that the debtor is developing a repayment plan with the assistance of an appropriate 3rd party representative (such as Debt Line).

3.9c - refusing to engage with a 3rd party representative, such as a debt adviser at a free advice centre or a debt management business (such as Debt Line).

3.9d - contacting debtors directly and bypassing their appointed representatives

However, there are certain letters that the people you owe must send you under the Consumer Credit Act 1974. These include:

• Statements
• Arrears notices/statements
• Default notices & final demands
• Changes to your debt e.g. if your debt is going to be passed to a 3rd party

Any of the above letters are not something that we can class as hassle.
If you are making late or irregular payments to Debt Line, then the people you owe are within their rights to contact you and we wouldn't be able to help you complain under these circumstances.