How to dispute a duplicate account on Experian
Seeing the same debt twice on your Experian 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.
- Experian must respond within 28 days.
- Lender has 28 days to respond to Experian’s enquiry.
- Check your Experian report free via Free Experian account.
How to dispute with Experian
Log in to your Experian account and submit a dispute identifying both entries. Note the account numbers, default dates, and balances. Explain which entry is the duplicate and why.
Experian contacts both the original lender and debt purchaser to verify. The original lender should confirm their entry shows £0 and “assigned”.
Experian-specific tips
When disputing with Experian, clearly identify both entries by account number. Screenshots comparing the two entries are helpful evidence.
Evidence you’ll need
- Gather account statements from the original lender, the debt assignment or sale notification letter, screenshots of both entries on your Experian report, and any correspondence from the debt purchaser confirming the purchase. Clearly identify both entries by account number — screenshots comparing the two are particularly helpful.
- Upload evidence through your free Experian account in PDF, JPEG, PNG, GIF, BMP, or TIFF (max 5 MB per file). You can also email [email protected] or post to Consumer Help Service, PO Box 9000, Nottingham, NG80 7WP.
Timeline
Experian contacts both data suppliers — the original lender and the debt purchaser. Each has 28 days to respond. The original lender should confirm their entry shows £0 balance and “assigned” status. Duplicate disputes usually resolve within 2–4 weeks.
Experian acknowledges disputes within 1–2 working days and flags the entries as disputed during investigation.
If your dispute is rejected
The ICO and FOS are clear that debts should not be double-reported. If neither the original lender nor debt purchaser cooperates, escalate to the Financial Ombudsman Service.
Experian’s complaints freephone is 0800 013 8888, or email [email protected]. Postal complaints: Customer Relations Team, PO Box 8000, Nottingham, NG80 7WF.
FAQs
Should both entries be removed from Experian?
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 Experian?
No. The original default date must be preserved. A new default date artificially extends the time on your Experian report and is grounds for dispute.
Dispute this on another CRA
Other disputes on Experian
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