This guide helps with
- Understand what asking to stop or change contact means
- Know how to confirm your request was received
- Learn how to follow up effectively
- Understand what reasonable contact may still be needed
- Know how to escalate if contact continues
5 min
What's happening
If you have asked for contact to stop or to change — perhaps to writing only, or less often — and it has continued, that is understandably frustrating. Sometimes a request takes a little time to take effect, or it may not have been recorded clearly. Following up calmly usually puts it right.
This is general information, not legal advice. If you need advice, the free services linked below can help.
What reasonable contact may remain
It helps to know that, even after a request, some limited contact may be needed — for example, to confirm your request has been actioned, or to share important information about your account. This should be limited and respectful. If contact goes beyond what is reasonable, you are entitled to raise it.
Step by step
- Check whether you have a record of your original request and its date.
- Contact us, quote your reference number, and remind us what you asked for.
- Ask us to confirm in writing that your request has been actioned.
- Keep a dated copy of this follow-up.
- If contact still does not follow your request after a reasonable time, make a complaint.
You can follow up through our contact page.
If it continues
If your request is still not being respected, you can escalate it as a complaint, and you may be able to take the matter to an independent body. Free advice services can explain your options. Our Help Centre has more on making and escalating complaints.
Good to know
- A request may take a little time, or may not have been recorded clearly
- Some limited, reasonable contact may still be needed
- Follow up, quote your reference, and ask for written confirmation
- If contact still does not follow your request, you can complain
FAQ
Why am I still being contacted after I asked you to stop?
It may be a timing issue or the request was not recorded clearly. Follow up with your reference and ask for written confirmation it has been actioned.
Can all contact really stop?
Contact can be limited and changed to suit you, though some reasonable contact may be needed, such as confirming your request or sharing important information.
What if my request is ignored?
Make a complaint and keep records. You may also be able to take the matter to an independent body, and free advice can guide you.
Still stuck? Our team is happy to help you sort it out.