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Credit Card Persistent Debt Letters
You are in persistent debt if, over 18 months, you have paid more in interest, fees and charges than you have repaid of the balance. Your card provider must contact you at 18 months to offer help, remind you at 27 months, and at 36 months offer options. If you cannot pay more, it must help, for example by reducing or cancelling interest and charges.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Persistent Debt Rules
The Rules
Persistent debt means that over 18 months you have paid more in interest, fees and charges than you have repaid of your balance. At 18 months your provider must contact you and offer help; at 27 months it sends a reminder if you are likely to still be in persistent debt at 36 months; at 36 months it must contact you again with options to increase payments. If you cannot, it must take steps such as reducing, waiving or cancelling interest, fees or charges. source
Getting Help
If You Are Unhappy
If you are unhappy with how a lender treated you, ask it to put things right first. If you are still unhappy, you can complain to the Financial Ombudsman Service. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 18 monthsFirst persistent debt letterProvider must offer help
- 36 monthsOptions to repay fasterOr help if you cannot
Steps to Take
Step 1 of 5
Reply to the letter by the deadline given.
Step 2 of 5
If you can afford it, choose an option to increase payments.
Step 3 of 5
If you cannot, tell the provider and ask what help it will give.
Step 4 of 5
Get free debt advice.
Step 5 of 5
If you are treated unfairly, complain, then go to the Financial Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Lender's Complaints Team
Always start here, in writing, and ask it to put things right.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Refer within 6 months of the final response.
MoneyHelper Debt Advice
You are struggling with debt. Use the Debt Advice Locator to find free local advice.
Good to Know
Small things that make your complaint stronger.
Replying early gives you more choice over what happens next.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- fca.org.uk/publication/documents/help-for-consumers-who-are-in-persistent-credit-card-debt.pdf Checked 13 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 12 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026
- moneyhelper.org.uk Checked 12 October 2026