A lawful and ethical debt collection checklist
Use this as a starting point and confirm the specifics with qualified advisers for your jurisdiction.
Updated 2026-10-20
Before contact
- Confirm the debt, amount and the right person.
- Check consent and opt-outs for the channel.
- Stay within permitted hours and frequency limits.
During contact
- Identify yourself and the lender; be accurate and courteous.
- No threats, harassment or disclosure to third parties.
- Record facts, not opinions.
Disputes and complaints
- Pause on disputed amounts while investigating.
- Acknowledge complaints and resolve within your stated SLA.
Data and records
- Collect and keep only what you need; honour data-subject requests.
- Apply legal holds before disposal; keep an audit trail.
General information only, not legal advice.