How to Escalate an Unresolved Dispute

When to escalate

If you have already raised a dispute or complaint and you are not satisfied with the outcome — or you have had no proper response — you can escalate. Escalating simply means asking for the matter to be looked at again, often by someone more senior or by an independent body.

This is general information, not legal advice. The free services below can help with unresolved matters.

Build your summary

A clear, ordered summary makes escalation far easier. Include:

The reference number
What you raised and when
What response you received, if any
Why you remain unsatisfied

Step-by-step

Gather your earlier correspondence and put events in date order.
Write to the collector asking for the matter to be escalated or reviewed, referencing your earlier contact.
State plainly why you are not satisfied and the outcome you want.
If that does not resolve it, consider a free, independent service that handles such matters.
Keep a dated copy of every message throughout.

If you have not yet lodged a formal complaint, see how to lodge a complaint first.

Independent help

Free, independent services exist to help with unresolved disputes. You can find pointers in our Help Centre, and our guide on free legal help lists where to start.

FAQ

When should I escalate a dispute?

When you have already raised it and are unhappy with the response, or have had no proper reply within a reasonable time. Ask for a review and keep your records.

Who can I escalate to?

First, ask the collector to review the matter at a higher level. If that does not help, free, independent services can take an unresolved dispute further.

What should my escalation include?

A clear, dated summary of what you raised, the response you received, why you remain unsatisfied, and the outcome you are seeking.