If you get a letter saying you owe money on a debt you don’t recognise, or which you thought you had paid off, you need to challenge the creditor to prove that you do owe the money.
Also do this if you find a debt on your credit report yoiu know nothing about.
Sometimes debt collectors have simply got the wrong person. This is sometimes called a mis-trace.
This is what the Financial Ombudsman says about mis-traces:
We would ask a debt collector to provide evidence to show that they are seeking repayment from the correct person. It would not be enough to say, for example, that the person has the same name as the borrower or hirer, or even the same name and date of birth. We would look for some convincing reason to link the person to the debt.
Contents
When not to send a Prove It! letter
Before you send a Prove It letter, check if any of the following circumstances applies, as there are better options for you in these situations.
The letter is addressed to someone else
This is when the letter clearly isn’t for you – not if it has your maiden name or the name is slightly misspelt.
Even if the letter has your address, it is not intended for you. You can ignore it. You are not liable for debts the previous occupiers ran up. If it is your son’s debt and he no longer lives with you, you should tell him about the letter but agian you have to liabity to pay it.
You know what the debt is and it is old
If it is more than six years since you last made a payment to it (5 years in Scotland), then the time limit for recovering the debt may have run out or may do so soon…
It’s important you find out about this, so read Statute-Barred Debt and talk to National Debtline on 0808 808 4000. If the debt is Statute Barred, National Debtline has a template letter you can send. This is a stronger and more effective approach than sending a Prove It letter.
You are sure the debt was settled with the original creditor
This could commonly be for a utility bill for a previous address, or a mobile bill from a previous provider. There is no point in arguing with a debt collector about whether you have been billed for water after you left the property, they won’t have the details.
Instead, dispute the debt with the original creditor and tell the debt collector that you are doing this.
The letter has no details about the debt at all
Sometimes debt tracing firms send out a very vague letter, just inviting you to get in contact. See Reunite or Prime Location Services – contacting you about a debt for an example.
In this case you could decide to just ignore it. But if letters continue to come, write and ask for details of the alleged creditor.
You have received court papers
Here you don’t have time to send a Prove It letter. Don’t ignore court papers, or you will get a CCJ as there are tight timescales to enter a defence.
Read What to do if you get a Claim Form and contact National Debtline as soon as possible if you are unsure.
You have received a Letter Before Action/Claim
This is a formal letter with some forms attached, including one labelled ‘Reply Form‘. The letter itself may have various titles, so the Reply Form is the simple way to tell what this letter is.
This letter is sent just before they go to court, so you do not ignore this. And do not respond with a Prove It letter – instead, complete the Reply Form. See How to reply to a Letter Before Claim for what to do and talk to National Debtline if you are unsure.
If the letter says there is already a CCJ
Perhaps the court papers went to a previous address or you ignored them? Here the Prove It letter below is not appropriate.
You can see if there has been a CCJ issued in the last six years by checking your credit records. If there is a CCJ for a debt you do not recognise, that link also explains how to find out more information about it.
Several letters about recent debts – likely identity theft
Here you could send Prove It letters, but if your name and address are right and they are coming from the lender, not some debt collector, you may well have an identity theft problem.
See Identity theft – what you need to do for the actions to take.
Send a Prove It letter
But if you don’t think the debt was ever yours, or you are unsure and it isn’t likely to be close to six years old, then you should write a “Prove it!” letter to the debt collector.
There are two options in the following template.
One says that you have no knowledge that there is a debt. This would be appropriate if you once had a phone contract with X or a credit card from Y but you think the accounts were settled and you don’t owe anything.
The second one is a stronger version if you are sure that you have never dealt with that firm. Only use this if you are absolutely convinced about this.
I am writing in response to a letter from you dated [dd/mm/yy], reference number [abc333333]. A copy is attached.
I have no knowledge of any such debt being owed to [company name]
or
I have no knowledge of ever having [a contract with/credit from] [company name].
If you do not stop collection activity whilst investigating my dispute, you are breaking FCA rules and guidance. Also, ignoring claims that debts have been settled or are disputed and continuing to make unjustified demands for payment is harassment.
Your name
I suggest that you don’t include your telephone number in this letter – dealing with this sort of thing by mail or email is less stressful.
If you send a letter, keep a copy of this letter and send it recorded delivery.
The proof, when and if it comes, should be enough of the following list to prove that you do (or did) owe the money, or indeed indicate that it is somebody else who is the Debtor:
- Credit Application; Loan Agreement;
- Statement of Account showing details and dates of debits and credits including payments, interest and charges to the account and the current amount outstanding;
- Copy of Default notice, copy of formal demand; and
- where the debt has been sold, copies of letters from original creditor stating that, plus letters from the current creditor stating that.
If they can produce some of these, they may jog your memory. Not all the items on the list may be available or relevant.
After you have sent a Prove It letter
You don’t get a reply
If it all goes quiet, then the debt collector may have been on a ‘fishing expedition’ and decided not to bother you anymore – so if you don’t hear anything, just file the letters away somewhere and don’t worry.
But if this incorrect debt is showing on your credit records, you still want that sorted. Write to the debt collector again after a few weeks, repeat that this debt is not yours and tell them to remove the entry from your credit records with Experian, Equifax and TransUnion. In this case you should also inform the Credit Reference Agencies that the debt is in dispute.
More demands arrive
If they don’t reply with any proof after a few weeks but letters demanding payment continue to arrive, then write a second letter with COMPLAINT in capital letters at the top.
COMPLAINT
On dd/mm/yy I ask you to provide proof that I owed the alleged debt to xxxxxxx. I attach a copy of my letter.
The FCA rules are clear that ” Where there is a dispute as to the identity of the borrower or hirer or as to the amount of the debt, it is for the firm (and not the customer) to establish, as the case may be, that the customer is the correct person in relation to the debt or that the amount is the correct amount owed under the agreement.”
I do not owe this money. You have failed to produce any evidence that I do. If you continue to contact me about this debt, I shall complain to the Ombudsman.
[Please also delete the incorrect entries from my credit records.]
Your name
I have looked at one reader’s case where the debt collector was sending very misleading letters here: “Debt collector can’t prove it’s my debt but wants payment”.
Going to the Ombudsman – which Ombudsman?
If the debt collector ignores this second letter, I suggest you complain to the relevant Ombudsman after 8 weeks. During this time, keep a record of any more demands from the debt collector – by phone, text, email or letter.
This will be the Financial Ombudsman (FOS) if the debt appears to be a loan, credit card, catalogue or an overdraft. How to send FOS your complaint is described here.
For other types of debt (energy bills? mobile phones? etc) there are different Ombudsman. Sometimes one will be mentioned on the letter you have received. If not, phone National Debtline and ask who they think you should complain to.
Can you get compensation for this?
Possibly, but it will depend on how the creditor responded to your Prove It letter.
You usually won’t get any compensation just for being sent a letter about a debt that wasn’t owed if this is soon resolved. It is seen as part of everyday life that sometimes mistakes are made.
But if the creditor ignores your letter and bombards you with letters or texts or emails, or dismisses your complaint when they haven’t provided any proof the debt was yours, or starts court action, then you may be able to get some compensation.
Unaffordable debts? Ask for refunds
Catherine says
My husband has just received a letter from a debt collection agency about an orange debt. 2 things, he was PAYG with orange and he changed to o2 when we got together 17.5 yr ago,
Where does he stand? What should he do?
Sara (Debt Camel) says
It sounds as though this alleged debt may be too old to be enforced in court – “statute barred”. Phone National Debtline on 0808 808 4000 and they have a template letter you can send if they agree it’s too old
cynthia seymour says
I was with a company called origin for broadband. i telephoned them to cancel on 8th May 25 but the number no longer existed. On 9th May I found their email address and sent them an email. This was returned by the postmaster as non deliverable. Apparently a new company has taken over called UW.. They contacted me re the direct debit, which I had cancelled as I was no longer using the service. I sent them the copy of the returned email cancelling the service. They have now sent me an email asking me for £81 and that it will be put in the hands of debt collectors if not paid. What can I do.
Sara (Debt Camel) says
I suggest you talk to National Debtline on 0808 808 4000
Jackie Woodward says
I received a letter from opus collecting in the name of capquest stating I was owing money for a shop direct account. I contacted opus by telephone to ask who the account was originally from as I did not recognise it and they said they were not able to give me that information and would be closing the account. Will I now need to send a prove it letter to Capquest if they get in contact again
Sara (Debt Camel) says
good idea if you have no idea what this debt was
Xavier Delamare says
The 15 August our company Food Alive Ltd has recently received a letter from Credit Style Ltd (a debt collector) to pay £38690.75 of electric bill from SmartestEnergy Business ltd.
We had never heard of any of those prior that letter.
I called Smartest Energy and they said it is for electricity provided in North of England since Dec 2023.
Our company is in West Sussex and we never had/have any premise or relation with any entity that have premises in North of England.
I wrote to Credit Style that it was obviously an error and asked them to correct their files.
A few days ago I received another letter from Credit Style with the same request to pay those £38690.75.
This bills has absolutely nothing to do with us.
For information we only have premises since last year in August for storage only and we use very little electricity around £40 per month.
What shall we do to have this error/scam stopped?
Best regards
Sara (Debt Camel) says
Did Smartest Energy say you had had an account with them? Did you ask for details?
Jane doe says
I have a 17 year old credit card debt being chased. They put through a CCJ as I didn’t get time to respond to as I was in the hospital with my disabled child for 8 weeks. It had gone through court undisputed by the time I got home. I do not recognise this account. I’ve asked for proof I took it out as my ex husband was awful at talking things out in my name. They are saying the account shows payment until 2019 – which is when my ex husband and I split up and the debt management plan he set up (he got himself in a lot of debt) stopped.
Where do I start and what the route of it turns out there is no proof of me signing the original debt?
Sara (Debt Camel) says
how recent was this CCJ?
trigger says
Hi, I received a demand from mortimer clarke solicitors saying they were passed the case from cabot (found these are part of the same company).
Sent them the templete requesting for the various forms of evidence – below is their reply 2 weeks later
Our investigation
Due to the age and nature of your account, we are unable to obtain original
documentation in order to investigate your dispute fully. Therefore, we are unable to
resolve your dispute and your concerns raised.
Conclusion
In view of the above, Cabot has instructed us to return your account to them. Your
account has therefore been closed by us and handed back to Cabot Financial (UK)
Limited.
Next Steps
If you wish to contact Cabot regarding this matter, then you should address your
correspondence to:
Cabot Financial (UK) Limited
Sara (Debt Camel) says
what did you ask for?
trigger says
Hi sara, As stated I asked for evidence that the the debt was mine using your template above .
I included your list of suitable evidence, which they appear not to have in their possession – can cabot continue to contact me or is the matter now resolved? .
Credit Application; Loan Agreement;
Statement of Account showing details and dates of debits and credits including payments, interest and charges to the account and the current amount outstanding;
Copy of Default notice, copy of formal demand; and
where the debt has been sold, copies of letters from original creditor stating that, plus letters from the current creditor stating that.
Sara (Debt Camel) says
If Cabot contact you, I suggest you repeat your request
trigger says
I will, thankyou ,
trigger says
Hi, I now received letter from cabot after it was passed back to them, from Mortimer clarke.
Dear Mr xxxxxxxxxxx
We’ve finished our investigation into your dispute. I am writing further to our email dated 25 September 2025. Thank you for your patience whilst I have investigated your dispute. Our understanding of your dispute. You do not recognise the (Ja Ja Finance) AA credit card ending xxxx, with £xxxx.xx outstanding, and have requested documents to evidence your responsibility. Considering what we have found, we can’t agree with your dispute. I appreciate this may not be the outcome you were expecting, but I have explained my findings in detail below.
[edited]
Due to the age of the account, we are unable to obtain copies of the account’s statements and Default Notice (DFN) as per your request. However, I have enclosed a copy of the account’s credit agreement for your review. This shows the account was opened in your name at your previous address of xxxxxxxxxxxxxxxxxxxx
I can also see Jaja (the parent company of AA) also held the same email address your dispute was raised from of xxxx@xxx. com. Because of this, you would have been aware of this account prior to and after Cabot’s assignment. In light of the above, I believe this is your account. We need you to contact us to discuss the way forward.
with this they included a “copy” of the 14 page CCA
Sara (Debt Camel) says
So they have produced the CCA agreement. Anything look wrong with it?
trigger says
Hi, cabot have supplied what they call a “copy of the CCA ” but I suspect not the original,
At the base of this copy, the file address is visible that suggests its a template, so they may have just filled in my details.
Sara (Debt Camel) says
Can you talk to National Debtline on 0808 808 4000 and/or post on the Legal Beagles forum about this (https://legalbeagles.info/forums/forum/money-debt/consumer-credit-act).
H says
Hello,
I have started receiving letters from Link financial outsourcing about 3 Halifax accounts which defaulted in 2017. I have called them and asked for proof of the debts and any paperwork associated with the accounts to prove the debt is mine as I do not recognise them and haven’t been with Halifax for over 10 years. The operator stated on the phone that it would be difficult to get this information due to how long ago the accounts have been defaulted and advised I should go back to the creditor to find out more. I have not done this. I have not had any more contact since and I believe that the debt is statute barred now.
Should I email them a prove it letter, or wait for further contact since my phone call as I have heard nothing back since?
Sara (Debt Camel) says
Talk to National Debtline on 0808 808 4000. If they agree these debts are statute barred, they have a template letter you can send.