What you'll do
- Understand what it means to formally dispute a debt
- Gather the information and documents you need before you write
- Put your dispute in writing so there is a clear record
- Know what a collector should do once a genuine dispute is raised
- Recognise when to seek free help if the dispute stalls
6 min
What disputing a debt means
Disputing a debt means telling the people contacting you, in writing, that you do not agree the debt is owed as claimed, and asking them to check it. A dispute might be about the whole debt (for example, you do not believe it is yours) or only part of it (for example, the balance looks too high).
Raising a genuine dispute is a normal part of the process. A reasonable collector should look into it rather than simply pressing for payment while the matter is unresolved.
This is general information, not legal advice. Your situation may differ, and you can seek free advice using the links below.
Before you write
A few minutes of preparation makes your dispute clearer and easier to act on. Try to have to hand:
- Any letters, emails or text messages you have received about the debt
- The reference number the collector uses
- The name of the original creditor (the business you first dealt with)
- Any records of payments you have already made
You do not need every document to begin. If you are missing things, that is exactly why you are asking them to verify the debt.
Step-by-step
- Decide whether you are disputing the whole debt or only part of it, and note why in one or two plain sentences.
- Write a short message that includes your name, the reference number, and a clear statement that you dispute the debt.
- State, briefly, the reason — for example, "I do not recognise this account" or "the balance does not match my records".
- Ask the collector to pause collection activity while they investigate, and to send you evidence the debt is owed.
- Send it in writing (email or letter) and keep a copy, including the date you sent it.
- Allow a reasonable time for a response, then follow up in writing if you do not hear back.
You can read more about asking for evidence in our guide on how to ask for proof of a debt.
If the dispute is not resolved
If you have raised a dispute and you are not satisfied with the response, you can escalate it or make a complaint. You can also contact us directly through our contact page to talk through your account.
Good to know
- A dispute is simply a written request to check a debt you do not agree with
- Keep it short, factual and calm — state who you are, the reference, and why
- Always put it in writing and keep a dated copy
- Free advice is available if the dispute is not resolved
FAQ
Do I have to pay while a dispute is being looked into?
Raise your dispute in writing and ask for collection to be paused while it is investigated. If you are unsure about your position, seek free advice before making any payment.
How long should I wait for a response?
Allow a reasonable period for the collector to investigate and reply. If you hear nothing, follow up in writing and keep a record of each contact.
What if I only disagree with part of the amount?
You can dispute just the part you disagree with. Say clearly which part you accept and which part you are querying, and ask for a breakdown of the figures.
Still not sure? Our team is happy to talk it through.