Dealing with your non-priority debts

What if a creditor refuses my offer?

Extra advice:

what if creditors ask for proof?

Sometimes, creditors ask for extra information or 'proof' such as wage slips or letters from other creditors. You may want to help with reasonable requests but if the creditor wants proof of all your bills, point out this would not usually be asked for by the court. Contact us for advice.

Sometimes a creditor will refuse to accept the offer of payment you have made on your personal budget. They may demand more than you can afford. Sometimes they refuse to freeze the interest. If a creditor accepts your offer, double-check that they have frozen the interest if they do not state this in their letter. Don't give up. You can usually persuade creditors to accept your offer of payment by using the following steps.

  • Start paying the amount you have offered anyway as a gesture of goodwill.
  • Contact us for advice on how to approach your creditors if they refuse your offer or refuse to freeze the interest.

See our fact sheet:

Payment offer - what to do if a creditor refuses.

This includes sample letters you may find useful.

Interest and charges

  • Write to the creditor again and ask them to reconsider. Tell them your offer is reasonable and all you can afford.
  • If some of your creditors have accepted your offer of payment and frozen the interest, write to the creditors who have refused and tell them this.


don't pay more than you can afford

The offers of payment in Your budget are fair to all your creditors and the most you can afford. If you allow one creditor to persuade you to pay more, you will not have enough for your outgoings and other creditors.​​

  • If a collector calls for your payment, you should not let them persuade you to pay more than the amount you have offered. Otherwise, you will not be able to make the payments you have agreed with your other creditors, particularly your priority debts.
  • Most creditors are members of a trade association and have agreed to a code of practice. The code usually says creditors should be sympathetic in cases of genuine difficulty.
  • Creditors may ask you to fill in their own budgeting form instead. Ask them to accept your personal budget as this has all the information they need. You can also tell them that the layout of your personal budget has been agreed with creditor organisations.

Contact us if you feel a creditor is acting unreasonably. We can give you details of their trade association and advise you about the Financial Conduct Authority's Consumer Credit sourcebook (CONC) . CONC sets out rules and guidance which organisations must follow when collecting debt. We can also tell you about making a complaint to the Financial Ombudsman Service (FOS).