Once a dispute has been reviewed, we will contact you in writing — by email or post, depending on the contact preference we hold for you — with the outcome and an explanation of how we reached it.
Timing: Most disputes are resolved within a few business days of all the necessary information being available. Complex matters, where we need to obtain and review significant documentation from the original creditor, can take a little longer. If the review is taking more than a week, you are welcome to contact us for a progress update.
What each outcome means:
- Dispute upheld — the account is corrected or closed. If the debt was not owed, you will receive written confirmation that the matter is resolved. If the amount was wrong, the corrected figure will be confirmed.
- Dispute not upheld — the records show the debt is owed as claimed. We will explain the basis for this finding so you can understand what the creditor's records show and decide how you would like to proceed.
- Partially upheld — in some cases the amount may be adjusted without the debt being eliminated. We will explain what has changed and what remains outstanding.
If you are not satisfied with the outcome, see the article on what to do if you disagree with the creditor's position.
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