This guide helps with
- Understand why you might be contacted about a debt that is not yours
- Know that you can ask us to check before doing anything else
- Learn how to raise it clearly and in writing
- Gather the few details that help us look into it
- Recognise when to seek free, independent advice
5 min
What's happening
There are several honest reasons you might hear about a debt that is not yours: mistaken identity, a similar name, an out-of-date address, or details that have been mixed up somewhere along the line. Being contacted does not mean you owe the money — it means a business believes an account is linked to you, and you are entitled to challenge that.
This is general information, not legal advice. The free services linked below can help with your specific circumstances.
What you can do
If you do not believe the debt is yours, you can ask us to verify it before going any further. It helps to:
- State plainly, in writing, that you do not believe the debt is yours.
- Quote the reference number from the letter.
- Ask us to confirm the original creditor and how your details became linked to the account.
- Ask us to pause collection while we look into it.
Step by step
- Note the reference number and the original creditor named on the letter.
- Write to us — by email or letter — saying you do not believe the debt is yours and why.
- Ask for evidence the debt is owed and for collection to pause while it is checked.
- Keep a dated copy of what you send.
- Allow a reasonable time, then follow up in writing if you do not hear back.
You can raise this through our contact page.
Your rights
You have the right to ask for proof before deciding what to do, and to dispute a debt you do not agree with. Raising a genuine query is a normal part of the process, and a reasonable response is to check the account rather than simply press for payment. If you are unsure of your position, free and independent advice is available before you make any decision.
Good to know
- Being contacted does not mean the debt is yours
- You can ask us to verify it and pause collection while we check
- Put your query in writing and keep a dated copy
- Free, independent advice is available before you decide anything
FAQ
What if it's a case of mistaken identity?
Tell us in writing and quote the reference. Mistaken identity and similar names do happen, and we can check the details to confirm whether the account is genuinely linked to you.
Should I pay while it's being checked?
Ask for collection to be paused while we verify the debt. If you are unsure, seek free, independent advice before making any payment.
What information should I give to help check it?
The reference number and the original creditor's name are the most useful. You do not need to share more than you are comfortable with to raise the query.
Still stuck? Our team is happy to help you sort it out.