This guide helps with
- Understand why a balance can differ from what you expect
- Request a clear breakdown of how the amount was calculated
- Identify exactly which part of the figure you disagree with
- Raise the query in writing and keep a record
- Know where to get free help if the figure cannot be agreed
5 min
What's happening
The amount being claimed does not look right to you. A balance can differ from what you remember for several reasons — payments you made may not yet be reflected, interest or fees may have been added, or there may simply be an error. The way to resolve this is to ask for a breakdown and check it against your own records.
This is general information, not legal advice. If you need advice about your circumstances, the free services below can help.
What to do
Ask us, in writing, for a breakdown showing the original amount, any payments made, and any interest or fees added. You can dispute the whole balance or only the part you disagree with — be clear about which. Keep it factual: you are asking for the figure to be checked, not arguing.
Step by step
- Note the reference number and the balance you have been quoted.
- Gather your own records — statements, receipts, or payment confirmations.
- Write to us asking for a full breakdown of how the balance was worked out.
- State which part you accept and which part you are querying.
- Ask us to hold collection on the disputed portion while it is checked.
- Send it in writing and keep a dated copy.
What evidence helps
The most useful evidence is anything showing the figures you expect — bank statements, receipts, or earlier letters quoting a different balance. Line these up against the breakdown we send so any difference is easy to spot. Our Help Centre has more on reading a payment breakdown.
Who to contact
Raise the query with us through the contact page. For free help understanding the figures, the National Debt Helpline on 1800 007 007 can talk it through with you. If the amount still cannot be agreed, an external scheme such as AFCA may be able to consider the dispute.
Good to know
- Ask for a breakdown of the original amount, payments, and any fees or interest
- You can dispute the whole balance or just the part you disagree with
- Compare the breakdown against your own statements and receipts
- Free advice is available if the figure cannot be agreed
FAQ
What should a breakdown include?
A reasonable breakdown shows the original amount owed, any payments you have made, and any interest or fees that have been added, so you can see how the balance was reached.
Can I dispute only part of the amount?
Yes. Say clearly which part you accept and which part you are querying, and ask for the figures behind the part you disagree with.
What if interest or fees look too high?
Ask for the basis on which they were charged. If they still look wrong after you see the breakdown, you can raise that as a specific dispute.
Still stuck? Our team is happy to help you sort it out.