This guide helps with
- Understand why duplicate letters can happen
- Know how to confirm they relate to the same account
- Learn how to let us know so it can be fixed
- Avoid acting twice on the same matter
- Confirm the issue is resolved
4 min
What's happening
Receiving the same letter more than once usually points to a simple record-keeping issue — for example, the same details recorded twice, or letters crossing in the post. It does not mean you owe the amount twice. Letting us know helps us tidy the record so it stops.
This is general information, not legal advice. If you need advice, the free services linked below can help.
What you can do
To sort it out:
- Compare the letters and check the reference numbers — are they the same or different?
- Note whether the amounts match.
- Contact us and explain you have received duplicates.
- Ask us to check for a duplicate record and stop the repeats.
If the references differ, it may be more than one account — ask us to confirm which is correct.
Step by step
- Lay the letters side by side and compare references and amounts.
- Contact us, quote the reference, and say you have received duplicates.
- Ask us to check whether your details are recorded more than once.
- Ask for the duplicates to stop and for confirmation.
- Keep a dated note of your request.
You can raise this through our contact page.
Your rights
You are entitled to have your records kept accurately and to ask that duplicate contact stops. You only need to respond once to the underlying matter — you do not need to act on each copy. If duplicates continue after a reasonable time, you can follow up or raise a complaint. Our Help Centre has more on managing contact.
Good to know
- Duplicate letters usually mean a record-keeping issue, not a double debt
- Compare references and amounts before contacting us
- Ask us to check for a duplicate record and stop the repeats
- You only need to respond once to the underlying matter
FAQ
Do duplicate letters mean I owe the amount twice?
No. It usually means the same details were recorded more than once or letters crossed in the post. Let us know and we can tidy the record.
The references are different — what does that mean?
It may indicate more than one account. Ask us to confirm which reference is correct so you respond to the right one.
How do I stop the duplicates?
Ask us to check for a duplicate record and stop the repeats, then request confirmation. If they continue, follow up in writing.
Still stuck? Our team is happy to help you sort it out.