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The OFT closed on 31 March 2014 and this website is no longer being updated. The OFT's work and responsibilities have passed to a number of different bodies. Read more.

Debt collection practices

As part of its regulatory role the OFT issues guidance for all those seeking to recover debts arising from consumer credit or consumer hire agreements.

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OFT updates debt collection guidance

The OFT updated its debt collection guidance in October 2011, and a revised version was published in November 2012 setting out the OFT's revised position on the misuse of continuous payment authority (CPA).

The CPA section is at paragraph 3.9(m) of the guidance. We have also published a summary of responses to the supplementary consultation on CPA (December 2011).

A summary of responses to the original consultation on updating the debt collection guidance can be found here.

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Guidance on standard debt collection letters

Guidance on the use, form and content of standard debt collection letters has been produced by the Credit Services Association/Debt Buyers and Sellers Group (CSA/DBSG) in association with the OFT.

Download Debt collection letters guidance (pdf 228kb)

This guidance is also available to CSA/DBSG members via the members section of the CSA website.

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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 123 kb) and return it to the OFT at the following address:

Enquiries Centre
Office of Fair Trading


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.

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Debt collection guidance for consumers

If you are a consumer and would like more information, view OFT1299 - Been contacted by a debt collector? (pdf 82kb), an overview of some of the things you should be aware of when dealing with a debt collector.

Back to: Consumer Credit Act

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