What you'll do
- Recognise when a notice may have been sent in error
- Gather the information that supports your position
- Follow the steps to report the error
- Understand what we do once you report it
- Keep a record of the correction
5 min
When a notice may be in error
Occasionally a notice may reach the wrong person, relate to an account already settled, or quote details that do not match your records. If that happens, the right step is to tell us promptly rather than ignore it — that way it can be corrected.
Reporting the error
Work through these steps to put the matter right.
- Note what is wrong. Identify why you believe the notice is in error — wrong person, already paid, or mismatched details.
- Gather support. Collect any proof, such as a receipt or confirmation of a settled account.
- Tell us in writing. Report the error in writing, quoting the reference number on the notice.
- Wait for review. We review the matter and may pause contact while we check it.
- Confirm the correction. We confirm the outcome in writing.
Keep the record
Keep your written confirmation of the correction with any proof you provided. If you are unsure whether a notice is genuine in the first place, the verifying a Merion letter guide can help, or you can reach us via our contact page.
Good to know
- Report a suspected error promptly rather than ignoring the notice
- Gather proof, such as a receipt, and report it in writing
- Keep written confirmation of the correction
FAQ
I think this notice is not mine. What do I do?
Tell us in writing, quoting the reference number on the notice, and explain why. We will review the matter and confirm the outcome.
I have already paid this account. Why was I contacted?
Contact us with your proof of payment and reference number. We will check the records and confirm the correction in writing.
Will contact stop while you check?
We review reported errors and may pause contact while we look into the matter, then confirm the outcome to you in writing.
Still not sure? Our team is happy to talk it through.