This guide helps with
- Understand why a letter may go to an old address
- Know how to update your address securely
- Protect your privacy if someone else received the letter
- Confirm the change has been made
- Avoid the same thing happening again
4 min
What's happening
If we hold an address you have moved away from, letters can reach your old home, where someone else may now receive your mail. This is usually because the move has not yet been recorded on the account. Updating your address fixes it and keeps your information private.
This is general information, not legal advice. If you need advice, the free services linked below can help.
What you can do
The key steps are simple:
- Let us know your current address.
- Ask us to remove the old address from your records.
- Quote your reference number so we update the right account.
- Ask for confirmation the change has been made.
Our guide on updating your address in the Help Centre has more detail.
Step by step
- Contact us through a channel you know is genuine.
- Confirm your identity and quote your reference.
- Give your current address and ask for the old one to be removed.
- Note the date of your request.
- Check that future letters arrive at the right address.
You can update this through our contact page.
Protecting your privacy
If someone at your old address received the letter, you are entitled to ask that your details are no longer sent there. We take privacy seriously and will update our records once we know you have moved. Our privacy policy explains how your information is handled.
Good to know
- A letter to an old address usually means a move was not recorded
- Give us your current address and ask to remove the old one
- We confirm your identity first, to keep your account secure
- You can ask that your details are no longer sent to the old address
FAQ
What if someone at my old address opened the letter?
Ask us to stop sending to that address and update your current one. Our privacy policy explains how we handle and protect your information.
How do I make sure it doesn't happen again?
Confirm your current address is recorded and ask for confirmation. Check that future letters arrive correctly, and follow up if they do not.
Do I need to prove I've moved?
We will confirm your identity before updating details. Provide your current address clearly so future contact reaches the right place.
Still stuck? Our team is happy to help you sort it out.