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What to do if…
you receive a debt collection letter for a debt you do not recognise

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Do not pay, agree a plan, or admit the debt while you do not recognise it. Verify the sender independently, then dispute the debt in writing and ask them to prove it.

Do not do these things

  • Do not phone the number on the letter, scan QR codes, or click links until you have checked the firm independently.
  • Do not pay “just to stop it”, set up a repayment plan, or sign anything while the debt is unproven.
  • Do not say or write that the debt is yours unless you are sure.
  • Do not send bank details, full ID documents, or extra personal data unless you are confident you are dealing with the right firm and you understand why they need it.
  • Do not ignore anything that looks like a court claim, enforcement notice, or bailiff notice.

What to do now

  1. Keep the letter and make a simple record. Photograph or scan every page and the envelope. Write down the date you received it, the company name, the reference number, the amount claimed, and any deadline in the letter.

  2. Check the sender before you engage. Use the FCA Firm Checker or Financial Services Register if the letter relates to consumer credit. Check whether the firm name and contact details match. You can also check Companies House for basic company details, but that does not prove the debt is real or that the demand is genuine.

  3. If the letter names an original creditor, contact that creditor safely. Use contact details from the creditor’s official website, your own records, or an old statement. Ask whether they passed or sold any account in your name to the collector, and ask what reference they have.

  4. Send a written dispute and ask them to prove it. Write by email or letter:

    • “I do not recognise this debt and I dispute liability.”
    • “Please provide written evidence that I owe it, including the original creditor, what it relates to, key dates, and a statement or breakdown.”
    • “Please mark the account as in dispute and keep contact in writing while you investigate.” Keep a copy and use a sending method that gives you proof.

  5. Check your UK credit files. Check Experian, Equifax, and TransUnion for unfamiliar accounts, defaults, collection entries, linked addresses, or searches. Save screenshots or PDFs of anything you do not recognise.

  6. Dispute any wrong credit-file entry. Raise a dispute with the credit reference agency showing the entry, and also write to the lender or collector that supplied it. Say the entry is inaccurate and the debt is disputed.

  7. If identity theft is possible, contain the risk. If you are in England, Wales, or Northern Ireland, consider reporting identity fraud through Report Fraud. If you are in Scotland, use Police Scotland reporting routes such as 101 for non-emergency reporting. Tell your bank immediately if any account or transaction looks wrong, and change your email and banking passwords, starting with your email.

  8. Consider Cifas Protective Registration if your details may be being misused. This is a paid service, so it does not need to be decided in a panic. It may be worth considering if there are signs someone is applying for credit in your name.

  9. Complain if they keep chasing without evidence. Write to the firm and ask for its final response. If it is an FCA-regulated consumer-credit matter and the complaint is not resolved, the Financial Ombudsman Service may be able to look at it after you have complained to the firm first.

  10. Treat official-looking papers as urgent, but verify them. If you receive a court claim form, enforcement notice, or bailiff notice, get free independent debt advice immediately. Do not ignore it just because you believe the debt is not yours.

What can wait

  • You do not need to negotiate, settle, or set up payments while the debt is unproven.
  • You do not need to decide today whether to take wider legal action.
  • You do not need to find years of paperwork before you dispute the debt.
  • You do not need to explain your full finances to the collector while you are only asking them to prove the debt.

Important reassurance

A debt collection letter can be frightening, but a letter is not proof that you owe the money. Wrong-person tracing, old address records, data errors, and fraud can happen. A short written dispute and careful verification are usually the safest first steps.

Scope note

These are first steps only: stabilise the situation, avoid accidental admission or payment, and get the claim evidenced. If the firm produces evidence, the debt is a priority debt, or formal papers arrive, get specialist debt advice.

Important note

This is general information, not legal, financial, or professional advice. The right route can vary by debt type, regulator, court stage, and where in the UK you live.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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