Television - Debt recovery issue
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Service providers can only use one debt collector at a time for each debt and have to tell you if they intend to pass your debt on.
Debt collectors aren’t allowed to call you early in the morning or late at night (generally before 8 a.m or after 9 p.m).
They can't put pressure on you to sell your home or take out more credit to cover the debt.
They shouldn't put pressure on you to pay all the money off, or in larger instalments when you can't afford to. You should always be able ask to arrange a repayment plan.
Debt collectors aren't allowed to ignore you if you say you don't owe money or don't think the debt is yours.
They're not allowed to embarrass you in public or pursue you on social media. They're also not allowed to tell someone else about your debts or use another family member or neighbour to pass on messages.
They should also never imply that legal action can be taken when it can't or that court action has been taken against you when it hasn't.
If you encounter aggressive debt collection practices, the best thing to do is to make a note of the incident and report it. Most debt collection agencies are regulated by the Financial Conduct Authority (FCA). You should contact them separately, explaining the situation.
You can also make a complaint to your service provider via Resolver.
If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.
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