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

Short answer

Don’t pay, and don’t say (or sign) anything that could be treated as admitting the debt. Respond in writing to dispute it and ask for evidence, and keep everything in writing from here.

Do not do these things

  • Don’t phone the number on the letter or click links/QR codes until you’ve verified the company independently.
  • Don’t pay “just to stop it”, agree to a repayment plan, or sign anything while you’re unsure what the debt is.
  • Don’t share extra personal data (full date of birth, bank details, copies of ID) unless you’re confident you’re dealing with the right firm and you understand why it’s needed.
  • Don’t ignore follow-up letters that escalate (especially anything that looks like a formal court claim, or an enforcement/bailiff notice).

What to do now

  1. Create a paper trail. Photograph/scan every page (and the envelope). Start a simple log: date received, who wrote, what they want, and any deadlines they claim.
  2. Verify the sender independently (before you engage).
    • If they say they’re authorised for consumer credit, check the Financial Services Register for the firm name and contact details.
    • Cross-check the firm’s address/phone via an independent search or Companies House.
    • If the letter says who the original creditor is (bank, lender, utility), use the creditor’s official contact details (from their real website/your old statements) to ask if they’ve instructed a collector and what the reference should be.
  3. Send a written dispute + “prove it” request.
    Write (letter or email) saying:
    • “I do not recognise this debt and I dispute liability.”
    • “Please provide written evidence I owe it (original creditor name, what it’s for, key dates, and a statement/breakdown; if you rely on an agreement, provide the details you’re relying on).”
    • “Please mark this account as in dispute and keep all contact in writing only while you investigate.”
      Keep a copy and send it in a way you can prove you sent it.
  4. Check your UK credit files for anything you don’t recognise.
    Check all three: Experian, Equifax, and TransUnion. Look for unfamiliar accounts, defaults, collection entries, or addresses. Save screenshots/PDFs.
  5. If your credit file is wrong, dispute it with the right places.
    Raise a dispute with the credit reference agency showing the entry, and also contact the lender/collector supplying it to say it’s inaccurate and disputed. Keep everything in writing.
  6. If identity theft is possible, contain it (without overreacting).
    • If you’re in England/Wales/Northern Ireland, consider making a report via Report Fraud (Action Fraud) so you have a reference.
    • If you’re in Scotland, use Police Scotland reporting routes (for example via 101/non-emergency) for fraud.
    • Consider Cifas Protective Registration if you believe someone may be applying for credit in your name.
    • Change passwords on your email/banking (email first), and tell your bank immediately if any accounts/transactions look wrong.
  7. Use the complaints route if they keep chasing without evidence.
    Complain to the firm in writing and ask for their final position. If the business is FCA-regulated and you’re not resolved, the Financial Ombudsman Service may be able to look at your complaint after you’ve complained to the firm first.
  8. Treat anything “official-looking” as urgent, but verify it.
    If you receive a court claim form or an enforcement/bailiff notice, get free independent debt advice immediately and respond within the stated deadlines. If you’re not the debtor, respond clearly and provide basic proof (for example, that you don’t match the named person/address).

What can wait

  • You don’t need to negotiate, “settle”, or work out a payment plan while the debt is unproven.
  • You don’t need to decide today whether to take wider legal action—first, get the debt evidenced and your records corrected.
  • You don’t need to dig out years of paperwork before you dispute it; start by making them substantiate the claim.

Important reassurance

It’s common for people to be contacted in error (wrong person, mixed records, old addresses), and scams also exist. A calm written dispute, plus a few verification checks, usually stops the panic spiral and puts the burden back on them to prove it’s yours.

Scope note

This is first steps only: stabilise, prevent accidental admission/payment, and trigger the right checks and complaint routes. If the firm produces evidence or formal court papers arrive, get tailored debt advice.

Important note

This is general information, not legal advice. The right process can vary by debt type (consumer credit vs council tax/fines/HMRC) and by whether the collector is regulated. If you feel pressured or unsure, get free independent debt advice before doing anything that could be hard to undo.

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