Debt Collection

Pursuing statute-barred debt (Limitation Act 1980 s.5); Harassment - excessive contact (CONC 7.9); Contact during Breathing Space moratorium; Pursuing wrong individual / identity error

Mandatory ADR

Max award: £445,000 (from 1 Apr 2025)

Do not acknowledge; 8 weeks complaint; FOS 6 months

Uphold rate: 34% (FOS 2024/25)

Key Legislation

Limitation Act 1980; FCA CONC; FCA Consumer Credit sourcebook CONC; Protection from Harassment Act 1997 — LA 1980 s.5 (6 years England/Wales); CONC 7.3; CONC 7.15; CONC 7.9 (prohibited conduct); PHA 1997 s.1-2 (civil/criminal); CONC 7.3

Complaint Route: Financial Ombudsman Service

Type: Ombudsman (binding on firm)

Max award: £445,000

Uphold rate: 34%

Average resolution: 180 days

Pre-conditions: Complain to firm first; firm has 8 weeks to resolve; then refer to FOS within 6 months of final response

Visit FOS website

Companies in This Sector

Lowell Financial (FCA 662493)Cabot Financial (FCA 218219)PRA Group (FCA 454015)

Annual complaint volume: 305,726 (FOS 2024/25 total)

Note: Compensation range: Costs + D&I £100-£300; cessation of collection

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Regulator

Financial Conduct Authority (FCA)

Website

Coverage

Tier 1 — Financial (FOS expertise)