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uk Money & financial emergencies

What to do if…
you receive an invoice or bill for a purchase or service you did not order

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

Short answer

Do not pay it while you are unsure, and do not use the contact details on the invoice. Check whether any real money has moved, then verify through a trusted route you find yourself.

Do not do these things

  • Don’t pay “just to stop it escalating” while you are unsure.
  • Don’t click links, scan QR codes, download attachments, or call numbers shown on the invoice.
  • Don’t share bank details, card details, one-time codes, passwords, or photo ID in response to the invoice.
  • Don’t agree that you owe the money or set up a payment plan just to make the pressure stop.
  • Don’t ignore anything that appears to be genuine court paperwork; treat that separately and get advice promptly.
  • Don’t throw the invoice away; keep a copy in case you need to dispute it or report it.

What to do now

  1. Save what you received. Keep the email, text, letter, envelope, screenshots, sender address, phone number, reference numbers, and the date it arrived.

  2. Check whether any money has actually moved.

    • Look for matching card payments, bank transfers, Direct Debits, or recurring card payments.
    • If the invoice names a provider you already use, sign in only through the app or website you normally use, not through the invoice link.

  3. Stop any payment route you did not authorise.

    • If a Direct Debit has been set up or taken, contact your bank or building society to cancel it and ask about a refund under the Direct Debit Guarantee.
    • If it is a card payment you do not recognise, contact your card provider using the number on the back of your card or inside your banking app and ask about disputing it and blocking further payments.
    • If you sent a bank transfer, contact your bank immediately through your banking app or the number on your card.

  4. Verify the invoice without using the invoice details. If the invoice names a real company, find its official website or use contact details you already trust. Ask whether there is an account, order, delivery, subscription, or service under your name or address, and ask for the order date and evidence.

  5. If it is addressed to someone else or a previous occupant, do not pay it. If it came by post, you can usually mark it “Not known at this address” and return it. Do not add extra personal information.

  6. If it mentions debt collectors, collections, late fees, or credit rating, keep it in writing.

    • Ask for evidence of the contract, order, delivery, subscription, or service they say created the debt.
    • Keep your wording simple: “I do not recognise this invoice and do not accept that I owe this money.”
    • Do not give extra personal details just because someone says they need them to “verify” you.

  7. Report the suspicious invoice through the right route.

    • Suspicious emails can be forwarded to [email protected].
    • Suspicious texts can be forwarded to 7726.
    • If you are in England, Wales or Northern Ireland and fraud may have happened, report it to Report Fraud.
    • If you are in Scotland and fraud may have happened, report it to Police Scotland by calling 101.
    • For consumer advice, use the relevant consumer advice route for where you live; Citizens Advice guidance is a good starting point.

  8. If you see signs your identity is being used, take one extra protective step. Signs include new accounts you did not open, repeated demands for goods or services you did not order, or collection letters using your details. Check your credit files, and consider Cifas Protective Registration if your personal details may have been compromised.

What can wait

  • You do not need to decide right now whether this is a scam, a mistake, or identity misuse.
  • You do not need to argue with the sender today.
  • You do not need to contact every organisation at once if no money has moved and there is no ongoing payment route.
  • You do not need to explain your whole history; first, save the evidence, stop payments, and verify safely.

Important reassurance

Receiving an invoice does not automatically mean you owe money. Scam and mistaken invoices often rely on urgency, embarrassment, or threats, and slowing the situation down is a sensible first step.

Scope note

These are first steps for the initial shock of an unexpected invoice. If demands continue, court paperwork arrives, money has left your account, or your identity appears to be misused, later decisions may need specialist debt, legal, consumer, or fraud support.

Important note

This guide provides general information for urgent first steps and harm prevention. It is not legal, financial, therapeutic, medical, or professional advice. If money has left your account or you shared sensitive information, prioritise contacting your bank or card provider through a trusted route.

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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