What you'll do
- Understand why a written dispute is valuable
- Include the right details so it can be actioned
- Set out your position clearly and calmly
- Send it in a way that creates a record
- Know what to expect after you send it
5 min
Why put it in writing
A written dispute creates a clear, dated record of exactly what you said and when. It is easier to act on than a phone call and protects you if there is any later question about what was raised. Keeping it calm and factual makes it more effective.
This is general information, not legal advice. If your dispute is not resolved, the links below can help.
What to include
A clear written dispute usually contains:
- Your name and the account reference
- A plain statement that you dispute the debt, in whole or in part
- The reason, in one or two sentences
- What you are asking for — for example, evidence or a correction
Step-by-step
- Open with your name and the reference number.
- State clearly that you are formally disputing the debt, and whether it is the whole amount or part.
- Give your reason briefly and factually.
- Say what you would like to happen next, such as a pause on collection or evidence of the debt.
- Send it in writing (email or letter) and keep a dated copy.
- Note the date and follow up in writing if you do not hear back.
For the broader picture, see our guide on how to dispute a debt.
After you send it
Allow a reasonable time for a response. If you are not satisfied, you can escalate or complain. You can also reach us through our contact page to discuss your dispute.
Good to know
- A written dispute creates a clear, dated record
- Include your reference, a clear statement, your reason, and your request
- Keep it calm and factual to make it effective
- Keep a dated copy and follow up if you hear nothing
FAQ
What makes a good written dispute?
A clear statement that you dispute the debt, your reference, a brief factual reason, and what you are asking for. Keep it calm and keep a dated copy.
Should I dispute by phone or in writing?
Writing is usually better because it creates a dated record of exactly what you raised, which is easier to act on and refer back to.
What happens after I send a written dispute?
Allow a reasonable time for a response. If you are not satisfied or hear nothing, you can follow up, escalate, or lodge a complaint.
Still not sure? Our team is happy to talk it through.