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Fake debt collection letters are "distressing and intimidating" says Citizens Advice

4 Gorffennaf 2014

National charity Citizens Advice has called on the Financial Conduct Authority to consider whether lenders found to have sent bogus debt collection letters should give customers compensation. Payday lender Wonga was last week forced to pay compensation after it emerged that the company had sent letters to its customers, disguised as being from a debt collection agency, chasing people for repayments.

Citizens Advice Chief Executive Gillian Guy said:

“It is dishonest of lenders to disguise letters chasing people for money as being from third parties.  People who are heavily in debt are under immense financial strain and need to know where to go for help, not be harassed by bogus companies exerting undue pressure and in some cases charging them for it.

“It can be very distressing and intimidating for people in debt to receive letters from debt collectors.  Debt collection letters must be clear about who the actual letter is from, what the debt is for and how borrowers can get independent advice if they need it.

“The FCA needs to carefully examine cases where debt collection process aren’t clear and consider whether compensation for customers is appropriate.”

Notes to editors:

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To find your local bureau in England and Wales, visit citizensadvice.org.uk. You can also get advice online at adviceguide.org.uk
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.