Effectiveness of actions to reduce harm from nuisance calls in Scotland

Research commissioned to analyse the impact of actions set out in the Nuisance Calls Commission action plan, and to examine the outcomes of past interventions.

Annex G: Debt collection guidelines

G.1 Debt Collection Guidance: OFT664rev

3.2 It is unfair to communicate with debtors, or their representatives, in whatever form, in an unclear, inaccurate or misleading manner.

3.3 Examples of unfair or improper practices are as follows: …

j. contacting debtors at unreasonable times

k. ignoring or disregarding debtors' reasonable requests in respect of when, where and how to contact them. For example, shift workers may ask not to be telephoned during certain times of the day. Also, some debtors may request contact by email rather than by telephone.

l. asking or instructing debtors to make contact on premium rate or other special rate telephone numbers.

G.2 Sample letter provided by StepChange Debt Charity


Creditor’s Name:
Account/Agreement No:

Dear Sirs

I am writing to complain about the frequency and inappropriate times of your telephone calls as they’re causing me considerable stress. Please remove my telephone number from your database and send all future communications in writing to my home address only.

If you continue to call I will contact the Financial Ombudsman Service to make a formal complaint.

Please confirm in writing that you have updated your records.

Yours faithfully

(Print name)

G.3 Guidelines focusing on specific reasons for vulnerability

Vulnerability: a guide for debt collection. 21 questions, 21 steps. Chris Fitch, Jamie Evans and Colin Trend, Personal Finance Research Centre, University of Bristol; Money Advice Trust; Plymouth Focus Advice Centre. March 2017. Available at


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