Video chapters
Quick answer
Do not ignore collection contact, but first verify the collector, creditor, account and amount. Keep a communication log, avoid agreeing to unaffordable payments, raise financial hardship in writing where relevant and use the correct complaint or legal process if the debt is disputed or collection conduct is unacceptable.
About this historical recording
This recording is retained because it explains the issue in plain language and forms part of the Go To Court video archive. The current answer, practical steps and official sources on this page take priority wherever legislation, terminology, institutions, deadlines, penalties or service arrangements have changed.
What to do now
- Verify: Ask for written details of the creditor, account, amount and the collector’s authority.
- Keep records: Log calls, messages, letters, names, dates and any conduct that concerns you.
- Respond appropriately: Dispute errors in writing or make an affordable hardship proposal without admitting a disputed debt prematurely.
- Escalate: Use the relevant internal complaint process, ombudsman, regulator or legal process if the issue remains unresolved.
Transcript
The first step is to establish how much you owe and if you owe the debt that they're chasing. The best way to attempt to resolve it, first of all, is to try negotiating. So you should contact them, establish what you owe, see if you can negotiate with them and come to an arrangement about how much you can pay, how you can pay it, what they will accept in terms of payment. If a debt collector is harassing or hounding you, continually approaching you, continually making approaches or advances and you're not comfortable, you can complain to the financial services ombudsman. If the debt collector is chasing on behalf of a credit company or a financial institution, you can contact them about it. But essentially, if a debt collector makes contact, it's because they're attempting to serve you with something, they're attempting to collect a debt that you owe. So you do need to respond, you do need to make contact and you do need to try and sort out the debt and try and establish what it is they want and try to come to an arrangement. But certainly you shouldn't feel intimidated and you shouldn't feel harassed and if you do, you have the right to take that further.
Current sources
Sources checked 4 September 2026.
Important
This page provides general information only; it is not legal advice and does not take account of your circumstances. The embedded video is a historical recording. Laws, court arrangements, procedures, fees, deadlines and official guidance can change. Check the current sources above and obtain advice from a qualified lawyer about your situation.