Protection from debt collectors: what is permitted and what constitutes a violation of the law in Ukraine

Contacts from collectors usually start after a credit or microloan becomes overdue. Some companies work correctly, but there are also “call floods,” pressure, threats, and attempts to contact relatives or an employer. It’s important to know: collectors are not a state authority and have no enforcement powers. The law sets clear rules for ethical interaction, and for violations you can file complaints and seek protection.

A separate topic is registries: collectors often scare you by saying that you’ve already been “entered somewhere” and now there will be restrictions. To distinguish real consequences from manipulation, it’s useful to understand how to check yourself in the debtors’ register and what is needed to get out of it.

Who collectors are in Ukraine

Legal status and lack of special powers

A collection company is a legal entity that, on behalf of a creditor or a new creditor, handles the settlement of overdue debt. Collectors cannot independently arrest accounts, inventory or seize property, “evict,” enter a dwelling without consent, or demand access to your devices or documents. Such actions are possible only within a court case and enforcement proceedings (state/private bailiff).

Who is allowed to work as collectors (legal entities, agency agreements)

In Ukraine, collection activity in the consumer lending segment is regulated through the Register of Collection Companies and requirements for ethical conduct. A creditor may engage to “recover” the debt only a company that meets the established requirements and is entered in the Register. At the same time, the creditor may settle the debt independently (without the status of a collection company) but must also comply with the rules of ethical interaction.

What collectors are allowed to do under the law

Calls during working hours and frequency of contacts

Collectors may contact a debtor only within the time windows and with the frequency limits established by the Law of Ukraine “On Consumer Lending” and the National Bank of Ukraine’s rules for ethical conduct. The main principle is simple: communication must be limited and non-harassing — without pressure, intimidation, or “breaking you” through endless calls.

• Contacts (calls, messages, messenger “pings”) must take place only within the legally permitted time frames.
• The law/rules set limits on the frequency of contacts; “dozens of calls per day” or coordinated calling from many numbers can be a sign of a violation.
• Automated dialing (robocalls) is regulated separately and is also subject to restrictions.
• Personal meetings are allowed only from 09:00 to 19:00 and only with your prior consent. A “visit appointment” without your agreement is a red flag.

If you receive calls late at night, constant “waves” of contact, or pressure that looks like harassment, that’s not “how collection works,” but a potential breach. Record everything and consider a complaint.

“Interaction” usually means not only calls but also SMS and messages in messengers (Viber/Telegram, etc.), as well as repeated notifications like “please call back.” If you get calls from different numbers but from the same company, that’s not a way around the rules; it’s still the same interaction that must comply with legal limits.

Sending messages and demands

Collectors/creditors may send messages (SMS, messengers, electronic messages via communication tools) and letters by post. During the first interaction they must identify themselves and provide key information: who is contacting you, on what basis, and what amount/structure of the debt they claim. You have the right to demand that this information be provided in writing.

Filing a lawsuit in case of non-payment

The creditor or new creditor may go to court to recover the debt — this is the lawful route. However, collectors have no right to mislead, e.g., to claim that “a court decision already exists” if that is untrue, or to “threaten criminal liability” merely for the fact of having a debt.

It’s important to distinguish three stages:

1. Demands/reminders (calls, messages, letters) — this is just communication; it does not give the right to “arrest” or “take property.”
2. Court — the creditor may file a claim or obtain a court order (depending on the situation). The mere words of a collector “we have filed a lawsuit” do not mean the case exists or that a decision has already been made.
3. Enforcement proceedings — real arrests of accounts/property are possible only after an enforcement document appears (judgment/order + writ of execution) and an enforcement case is opened with a state or private bailiff. Collectors do not replace the enforcement service and do not have its powers.

What constitutes a violation of the law by collectors

Threats, blackmail, psychological pressure

Threats of physical harm, blackmail, humiliation, insults, intimidation, pressure through children/family, manipulations like “they will come tomorrow and take everything” — these are unacceptable methods. Depending on the content and circumstances, such actions may entail not only complaints but also criminal consequences.

Calls at night, on holidays, too frequently

Signs of typical violations of contact time and frequency:

• Contacts outside the time windows permitted by law (including late-night calls/messages).
• Excessive contact frequency or “call floods,” especially when it looks like harassment.
• Mass automated dialing that effectively turns into pressure.

Contacting third parties (relatives, friends, colleagues)

Collectors often try to “go through your circle”: calling relatives, friends, colleagues, or your employer. Disclosing the fact of debt or pressuring third parties is a serious violation risk. Even “just asking where you are” can be unlawful if it turns into pressure or disclosure. If third parties are contacted — record the violation (who was called, when, from what number, what exactly was said).

Disclosure of information about the debt

Posting “announcements” on social networks, bulk mailings at your workplace, informing neighbors, publishing your personal data or discussing the debt with third parties without grounds — this is not “informing” but a likely violation of the right to privacy and data protection laws.

Legal framework and debtor protection regulation

Debtor protection law (key provisions)

Basic rules of interaction when settling overdue consumer debts (limits on contacts, bans on threats and misleading practices, bans on pressure via third parties, requirements for identification and disclosure) are set out in the Law of Ukraine “On Consumer Lending” and the National Bank of Ukraine’s by-laws. The NBU also maintains the Register of Collection Companies.

Constitutional and civil-law guarantees

Even if a debt exists, that does not cancel your rights: to dignity, privacy, protection of personal data, and judicial protection. Civil-law mechanisms allow you to demand cessation of violations, refutation of false statements, and, if necessary, compensation for damage (non-pecuniary and/or pecuniary) — depending on the situation and evidence.

Criminal liability for certain actions

In cases of real threats, extortion, coercion with threats, or unlawful disclosure of confidential information, there may be grounds to contact the police. The legal qualification depends on specific phrases, the method of pressure, and the evidence (audio, screenshots, witnesses, CCTV, etc.).

How to protect your rights

Collecting evidence of unlawful actions

For a complaint to “work,” collect evidence systematically:

• Contact log: date, time, number, channel, brief content.
• Screenshots of messages, chat history, voice messages.
• Audio recordings of calls (if possible) and itemized call records from your operator.
• Letters/envelopes, delivery receipts.
• Company name, employee’s full name/ID, creditor details, amount and structure of the debt, basis of the demand.

Important: don’t delete messages “in the heat of the moment.” Even a single screenshot with threats can be key evidence.

Complaints to the NBU, the police, and lawsuits

The route depends on the situation:

1. Complaint to the NBU — if ethical interaction rules are violated, they contact you outside permitted times/too often, mislead, hide identification, or pressure you.
2. Statement to the police — if there are threats, extortion, harassment, unlawful dissemination of personal data, or other signs of an offense.
3. Court — if you need to challenge unlawful actions, protect honor/dignity/privacy, recover damages, or resolve a dispute about the amount of the debt.

Legal assistance and anti-collector services

A lawyer will help verify the legitimacy of the demands (agreement, interest/penalty accrual, succession), prepare complaints and statements, and can negotiate restructuring or a settlement. “Anti-collector services” essentially mean legal support in disputes with the creditor/collector: recording violations, lawful communication, and court representation.

If you want to quickly understand whether collectors are acting within the rules and what in your situation truly warrants a complaint/statement, this can be reviewed at a free consultation with a “Pravovyi Lider” lawyer. In practice, it’s convenient when after contacting us you have a clear one-page action plan: what exactly to record, which wordings to use in responses to collectors, and which steps to take first.

Common mistakes when dealing with collectors

Why ignoring is dangerous

Complete ignoring sometimes reduces the number of contacts, but it doesn’t solve the debt problem. The creditor can go to court, and you’ll learn about it too late. It’s better not to “disappear,” but to take control of the communication: ask to send information in writing, demand a debt calculation and the basis of the claim, and clarify who exactly is the creditor (original or new). If the debt was sold/assigned, you have the right to know on what basis the new party is contacting you and why it is demanding payment.

What to do incorrectly → consequences

The most common mistakes:

• Transferring money “to a card number from a phone call” without written bank details and confirmation of who exactly you are paying.
• Arguing emotionally, making counter-threats, or acknowledging the amount of the debt without understanding the calculation.
• Providing excessive personal data: where you work, when you’re at home, relatives’ contacts, etc.
• Agreeing to “field meetings” or “home visits” under pressure.

Tips to reduce stress

• Set a rule: communicate briefly and to the point, without “moral” debates.
• Ask for all important things in writing: calculation, basis of the claim, bank details.
• State: “I’m recording all contacts. Violations — complaint to the NBU/police.”
• If necessary, hand over communications to an attorney for credit disputes.

FAQ

Which actions of collectors are lawful in Ukraine?

Lawful actions include contacting the debtor within permitted hours and within the set limits, sending messages/letters, providing debt information, and the creditor filing a claim in court. Actions become unlawful when there are threats, pressure, misleading practices, or harassment-like contact patterns.

When is a collector allowed to call, and when is it a violation?

Permitted contacts must fit the legal time windows and frequency limits. Violations include late-night contacts, “call floods,” repeated pressure from many numbers, and automated dialing used in a way that resembles harassment. If in doubt — record and complain.

Can collectors call relatives or an employer?

Disclosing the debt or pressuring third parties is a serious violation risk. If third parties are told about the debt, threatened, or pressured — record the facts and file a complaint.

What to do if collectors threaten or blackmail you?

Record evidence (screenshots, recordings, contact log), end the conversation, and file a complaint with the NBU. If there are real threats, extortion, or other signs of an offense — file a statement with the police.

Where to file a complaint about illegal actions by collectors?

With the NBU — regarding violations of ethical conduct rules and collection activities; with the police — in case of threats, extortion, unlawful dissemination of personal data; with the court — to protect rights and recover damages (if there are grounds).