This guide helps with
- Understand why a letter might reach the wrong person or address
- Know what not to do with mail addressed to someone else
- Learn how to let us know so the record can be corrected
- Protect your own privacy in the process
- Stop further letters from arriving in error
4 min
What's happening
Sometimes a letter arrives addressed to a person who does not live at your address, or whom you do not know. This usually means the contact details on an account are out of date — for example, someone moved and the new occupant now receives their mail. It is an honest administrative error, and it can be fixed.
This is general information, not legal advice. If you need advice about your circumstances, the free services linked below can help.
What you can do
You are not responsible for a debt addressed to someone else. The simplest things to do are:
- Let us know the named person is not at this address.
- Quote the reference number on the letter so we can find the right account.
- Ask us to stop sending letters to your address.
You do not need to open or read more of the letter than you wish. You can contact us through the contact page to report it.
Step by step
- Note the reference number and the name on the letter.
- Contact us and explain the named person does not live at your address.
- Ask for your address to be removed from that account's records.
- Keep a brief note of when you told us, in case more mail arrives.
- If letters keep coming after a reasonable time, follow up in writing.
Protecting your privacy
You are entitled to ask that your address is not used for someone else's account. We take privacy seriously, and once we know the named person is not at your address, we will work to update our records. If you have any concerns about how your details are handled, our privacy policy explains your rights.
Good to know
- A letter for someone else usually means out-of-date contact details
- You are not responsible for a debt addressed to another person
- Tell us the named person is not at your address and quote the reference
- Ask for your address to be removed from that account's records
FAQ
Do I have to open mail addressed to someone else?
No. You only need to note the reference number and name so you can tell us. You do not need to read further than you are comfortable with.
What if the person used to live here but has moved?
Let us know they have moved on. We can update the record and stop sending letters to your address. We cannot ask you to track them down.
Will I be chased for this debt?
No. If the debt is not yours and the named person is not at your address, you are not liable. Telling us helps us correct the record and stop the letters.
Still stuck? Our team is happy to help you sort it out.