How to dispute a duplicate account on Equifax
Seeing the same debt twice on your Equifax report? That usually happens when a debt gets sold to a collector and both the old lender and new owner show active entries.
Two entries isn’t always wrong. But if both show active balances, or the debt buyer created a new default date, that’s an error and it needs fixing.
Key takeaways
- Free to dispute — your legal right under CCA s.159 and UK GDPR.
- Equifax must respond within 28 days.
- Lender has 21 days to respond to Equifax’s enquiry.
- Check your Equifax report free via ClearScore.
How to dispute with Equifax
Use the Online Help portal. Select “Financial Account information” and explain the duplication. Identify both entries clearly.
Equifax contacts the data suppliers. The lender who sold the debt should update their entry to show £0 balance and “assigned” status.
Equifax-specific tips
If you spot the duplicate on ClearScore first, you can raise the dispute there. But for complex duplicate disputes, the direct Equifax portal lets you provide more detail.
Evidence you’ll need
- You’ll need account statements from the original lender, the debt assignment or sale notification letter, screenshots of both entries on your Equifax report showing the duplicate, and any correspondence from the debt purchaser confirming they bought the debt.
- Upload through the Online Help portal at help.equifax.co.uk/EquifaxOnlineHelp, selecting “Financial Account information”. For complex duplicate disputes with substantial evidence, the direct portal gives you more control than disputing via ClearScore. Standard formats (PDF, JPEG, PNG) are accepted.
Timeline
Equifax contacts both data suppliers. Each has 21 days to respond — the shortest lender window of any CRA. The original lender should confirm their entry shows £0 and “assigned” status. Duplicate disputes typically resolve within 2–4 weeks.
Equifax confirms receipt within 24 hours. If you spot the duplicate on ClearScore, you can raise it there, but the direct Equifax portal gives more control for complex cases.
If your dispute is rejected
Both the ICO and FOS have established that debts must not be double-reported with active balances. If neither data supplier cooperates, escalate to the Financial Ombudsman.
Equifax has an alternative dispute form at disputeuk.zendesk.com for re-submissions. Formal complaints go to [email protected] or call 0800 014 2955.
FAQs
Should both entries be removed from Equifax?
No. The debt purchaser’s entry is legitimate. The original lender’s entry should show £0 balance and “assigned” status.
Can a debt purchaser create a new default date on Equifax?
No. The original default date must be preserved. A new default date artificially extends the time on your Equifax report and is grounds for dispute.
Dispute this on another CRA
Other disputes on Equifax
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