How to Tell a Debt Collector You Can’t Pay (UK)

The phone rings and you let it go. You do not know what to say, so you say nothing.

Three lines you can use

These are our own wording, not a legal script. Pick the one that fits.

• “Which company are you calling from, and who is the original creditor? Please send me proof of the debt in writing.”
• “I am not able to discuss this by phone. Please contact me by letter only.”
• “I am getting free debt advice and will come back to you with an offer based on what I can afford.”

The first two follow what National Debtline recommends: ask who they are and for evidence, and ask for contact in writing only (National Debtline). The third buys time without admitting anything.

The phrase that does not work

You may have seen advice to send a ‘cease and desist’ line. National Debtline says that wording is not legally recognised in England or Wales. Written-only contact is the approach it points to. A regulated collector still must not contact you at unreasonable times or ignore your requests about when, where and how to be contacted, or disclose the debt to anyone who has not confirmed they owe it (National Debtline).

If you can pay nothing this month

Silence does not help, but a made-up promise does not either. StepChange offers letters you can use to ask creditors to stop interest and charges, to offer a temporary arrangement, or to say you cannot pay arrears yet (StepChange sample letters). For people with very little spare money, its free token payment plan can send as little as £1 a month to each debt, usually for about a year (StepChange).

When you need space first

Breathing Space in England gives eligible people 60 days with no contact, no enforcement and no added interest or fees on covered debts, but you must go through a debt adviser (Citizens Advice). If a complaint is needed later, National Debtline says to write to the collector and keep a diary of calls, and that you can take it to the Financial Ombudsman Service if there is no satisfactory reply within eight weeks (National Debtline).

The questions behind the question

What do I actually say when they ring?

Stay calm and keep it short. National Debtline says collectors have no powers beyond asking for payment, that you are under no obligation to speak to them, and that you can set the boundaries about how and when you are contacted. It suggests asking which agency they work for, asking for ID, asking for evidence of the debt and asking for contact in writing only (National Debtline).

Does saying ‘cease and desist’ make them stop?

No. National Debtline says the popular wording, ‘Please cease and desist all calls and contact with me immediately’, is not legally recognised in England or Wales, and recommends asking for written contact only instead (National Debtline).

Can a debt collector take my things?

National Debtline says debt collectors are not bailiffs and cannot remove your items, and that some imply they will as a tactic to scare you into paying. It also says a collector who wants to force payment generally needs a county court judgment (National Debtline). Our know your rights guide covers what they can and cannot do.

What if I can only afford a few pounds, or nothing?

StepChange runs a free token payment plan for people who have little money now but expect things to improve. Each debt can receive as little as £1 a month, it usually lasts about a year, and creditors decide whether to freeze interest and charges. It does not protect you from court action, and lower payments are recorded on your credit file as partial payments (StepChange).

Is there a way to make them stop for a while?

In England, Breathing Space gives eligible people 60 days in which creditors must hold off contacting you, pressing for payment through enforcement and adding interest or fees. A debt adviser has to review your debts first. If you are in mental health crisis treatment, protection lasts for that treatment plus 30 days (Citizens Advice).

Do I have to give my income and spending details to a collector?

National Debtline’s guide does not say you must. It says offers should be based on what you can afford, using a budget sheet, and that in court you can show your financial situation and make an offer (National Debtline). A free adviser can help you build the figures before you share them.

What if I think the debt is too old?

Check before you say anything in writing. National Debtline gives a six-year limit on most unsecured credit, which payments, written acknowledgement or a CCJ can affect (National Debtline). Use our statute barred checker first, then speak to an adviser.

Where do I get help?

StepChange is free on 0800 138 1111 (StepChange) and National Debtline is free on 0808 808 4000 (National Debtline).

More on this

• What Happens If You Ignore Debt Collectors UK 2026
• How Long Can a Debt Collector Chase You in the UK?
• What Happens If You Can’t Pay Your Debts in the UK? Stage by Stage (2026)
• Can Debt Collectors Call You at Work? UK Rules