The time it takes to resolve a dispute depends on its complexity and how quickly the original creditor can provide the information we need.
Straightforward disputes — for example, where you can provide clear proof of payment — are often resolved within a few business days. More complex matters, where we need to request and examine account histories, contracts or correspondence from the original creditor, can take longer.
While a genuine dispute is under review, recovery activity on your account is generally paused. You will not be asked to make payment on an amount you are disputing while we investigate.
If you have not heard from us within a week of lodging a dispute, you are welcome to follow up — contact us quoting your reference number and we will give you an update on where things stand. Our aim is always to resolve disputes as quickly and fairly as possible.
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