This guide helps with
- Understand what reasonable contact looks like
- Know that you can ask for the frequency to change
- Learn how to set your preferred contact method and times
- Put your request in writing so it is on record
- Recognise when to escalate if contact does not change
4 min
What's happening
Contact about a debt is meant to keep you informed, not to overwhelm you. If it feels too frequent, that is worth raising. Reasonable contact takes account of how and when you prefer to be reached, and you are entitled to ask for it to be adjusted.
This is general information, not legal advice. The free services linked below can help with your specific situation.
Your options
You can shape how you are contacted. For example, you might ask to:
- Be contacted less often
- Be contacted by a particular method — such as in writing only
- Avoid certain times, like work hours
- Have a single point of contact for your account
You can read more about asking for contact in writing in our Help Centre.
Step by step
- Decide what would work better for you — less often, a different method, or different times.
- Contact us, quote your reference number, and explain your preference.
- Confirm the request in writing so there is a clear record.
- Keep a dated copy of what you sent.
- If the contact does not change after a reasonable time, follow up or make a complaint.
You can set your preferences through our contact page.
Your rights
You are entitled to reasonable treatment, which includes contact that is not excessive. Asking for a change in frequency or method is a normal request, and a reasonable response is to respect it. If you ever feel contact is unfair, you can raise a complaint, and free advice is available to support you.
Good to know
- Contact should keep you informed, not overwhelm you
- You can ask for less frequent contact or a different method
- Put your preference in writing and quote your reference
- If nothing changes after a reasonable time, you can complain
FAQ
Can I ask for a complete pause in contact?
You can ask for contact to change or pause, especially if you are seeking advice or experiencing hardship. Put the request in writing and explain your circumstances.
Will asking for less contact make things worse?
No. Setting reasonable boundaries is your right, and a fair response is to respect them. It does not affect your ability to resolve the account.
What counts as too much contact?
There is no single number, but contact should be reasonable and not excessive. If it feels overwhelming, you are entitled to ask for it to be adjusted.
Still stuck? Our team is happy to help you sort it out.