This guide helps with
- Recognise when a dispute has been open for an unreasonable time
- Follow up in writing and ask for a clear timeframe
- Escalate or make a complaint if needed
- Understand the role of external dispute resolution
- Know where to get free help
5 min
What's happening
You raised a dispute some time ago and it has not been resolved. Some disputes take a while because records have to be gathered from the original creditor, but you are still entitled to a clear timeframe and regular updates. If it feels stuck, you can follow it up and, if needed, escalate.
This is general information, not legal advice. The free services below can help if a dispute is not progressing.
What to do
Write to us quoting your reference and the date you raised the dispute, set out that it has been open for some time, and ask for an expected resolution date. If you are not satisfied with the response, you can make a formal complaint, and after that you can take the matter to external dispute resolution.
Step by step
- Gather your record of the dispute — when you raised it and any replies.
- Write to us asking for an update and a clear expected resolution date.
- Ask whether collection remains on hold while it is unresolved.
- If you are not satisfied, ask how to make a formal complaint.
- If the complaint does not resolve it, consider external dispute resolution.
- Keep dated copies throughout.
Who to contact
Follow up with us through the contact page. For free, independent support, call the National Debt Helpline on 1800 007 007. If a dispute or complaint cannot be resolved with us, an external dispute resolution scheme such as AFCA may be able to consider it at no cost to you.
Good to know
- You are entitled to a clear timeframe and regular updates on a dispute
- Follow up in writing, then make a formal complaint if needed
- External dispute resolution such as AFCA may be able to consider it
- Free advice is available if a dispute is not progressing
FAQ
How long is too long?
There is no single answer, as some disputes need records from the original creditor. If you have had no clear timeframe or updates after following up, it is reasonable to escalate.
What is external dispute resolution?
It is a free, independent scheme such as AFCA that can consider disputes that cannot be resolved directly. You usually need to have tried to resolve it with us first.
Should collection continue while it drags on?
Ask us to confirm collection is on hold while a genuine dispute is unresolved, and keep that confirmation. Seek free advice if you are unsure.
Still stuck? Our team is happy to help you sort it out.