What to do if…
a bill you thought was covered is sent to collections with a short deadline

What to do now

1. Check the message is real before you pay.
   Use the company name and reference number, then independently find verified contact details. Do not rely on links in texts or emails. If the message has unusual urgency, odd payment links, or threats, treat it as a possible scam and only use verified contact routes.

2. Write to the collector today.
   Keep it short and factual. Include:

   • your name, address, and their reference number
   • “I dispute this debt because I believe it was covered, already paid, or billed in error.”
   • “Please provide a breakdown of the amount, the dates, the original bill or invoice, and the name of the original creditor.”
   • “Please confirm you will pause collection activity while this is investigated.”

   Send it by email if an email address is provided, and keep a copy. If you post it, get proof of postage.

3. If it may be a regulated consumer credit debt, say that clearly.
   Many debt collectors for consumer credit debts are FCA-authorised. For regulated consumer credit debts, FCA rules generally require a firm to suspend recovery steps where the customer disputes the debt on valid, or potentially valid, grounds while the firm looks into it. If you are unsure whether this debt is regulated, still send the written dispute and document request.

4. Make a small proof pack showing why you think it was covered.
   Save or screenshot:

   • policy, plan, warranty, or service-contract documents
   • claim reference, authorisation number, emails, or portal messages
   • receipt, invoice marked paid, or bank payment reference
   • dates of service and the original provider’s name

   Put these in one folder so you can attach or quote them accurately.

5. Contact the original provider or creditor as well as the collector.
   Ask them in writing:

   • whether they instructed the collection agency
   • whether they can recall or pause the account while it is reviewed
   • what was billed, what remains outstanding, and why
   • what decision was made about cover, payment, warranty, insurance, or authorisation

6. If the short deadline is a Letter of Claim, treat it as formal.
   In England and Wales, a Letter of Claim under the Debt Claims Protocol normally includes an Information Sheet, Reply Form, and Financial Statement form. The Reply Form must usually be sent back within 30 days from the date at the top of the letter. Use the Reply Form to say the debt is disputed and to ask for documents you need. In Scotland or Northern Ireland, the labels and process differ, so respond promptly in writing and get debt advice quickly if court action is threatened.

7. Check whether it has appeared on your credit files.
   Check the three main UK credit reference agencies: Experian, Equifax, and TransUnion. If you see a new default or collection entry you believe is wrong, save screenshots showing:

   • who is reporting it
   • the dates and amounts
   • the account or reference number

   You can dispute incorrect entries with the organisation reporting the data and with the credit reference agency.

8. Escalate if they keep pressing after a clear dispute.
   Use the firm’s complaints process in writing and attach the short dispute trail. If it relates to consumer credit and the business is covered, you may be able to complain to the Financial Ombudsman Service if the firm does not resolve it. If you are in problem debt and need immediate breathing room, ask a debt adviser whether Breathing Space is available to you in England and Wales; a debt adviser must start it.