This guide helps with
- Confirm the details of the dispute you raised
- Ask for a clear update on its current status
- Understand what a reasonable response should cover
- Keep your own record of the dispute and any replies
- Know what to do if it is taking too long
4 min
What's happening
You have already raised a dispute and you would like to know where it stands. Asking for an update is reasonable, and a clear reply should tell you whether the dispute is still being looked into, what has been found so far, and what happens next.
This is general information, not legal advice. If a dispute is not progressing, the free services below can help.
What to do
Write to us quoting your reference number and the date you raised the dispute, and ask for a current update. Be specific about what you would like to know — for example, whether collection is on hold, what is still being checked, and an expected time for a response.
Step by step
- Find your reference number and the date you first raised the dispute.
- Write to us asking for an update on the dispute's status.
- Ask whether collection is on hold while it is being looked into.
- Ask what is still being checked and when you can expect a fuller response.
- Keep a dated copy of your request and any reply.
- If you do not hear back in a reasonable time, follow up in writing.
Who to contact
Ask for your update through the contact page, quoting your reference. If the dispute is taking too long, see our guidance on that, and for free support call the National Debt Helpline on 1800 007 007. An external scheme such as AFCA may be able to consider a dispute that cannot be resolved.
Good to know
- Quote your reference and the date you raised the dispute when asking for an update
- Ask specifically whether collection is on hold and what is still being checked
- Keep a dated record of your request and any reply
- Free advice and external dispute resolution are available if it stalls
FAQ
How often can I ask for an update?
You can ask for a reasonable update at any point. Quote your reference and the date you raised the dispute, and keep a record of each request and reply.
Is collection paused while my dispute is open?
Ask us to confirm whether collection is on hold while a genuine dispute is being looked into, and keep that confirmation with your records.
What if I get no reply?
Follow up in writing after a reasonable time. If it still stalls, see our guidance on a dispute taking too long and consider free advice.
Still stuck? Our team is happy to help you sort it out.