This guide helps with
- Understand the difference between the original amount and added charges
- Ask for the basis on which interest or fees were applied
- Identify which charges you are querying and why
- Raise the query in writing and keep a record
- Know where to get free help if charges cannot be agreed
5 min
What's happening
The interest or fees on this account look higher than you expected, or you are not sure why they were added. You are entitled to understand how a charge was worked out. The way to resolve it is to ask for the basis of the interest or fees and check it against what you were originally told.
This is general information, not legal advice. If you need advice about charges, the free services below can help.
What to do
Ask us, in writing, for a breakdown that separates the original amount from any interest and fees, and for the basis on which each charge was applied. If a charge still looks wrong after you see this, you can dispute that specific part. Be clear about which charges you accept and which you are querying.
Step by step
- Note the reference number and the total balance quoted.
- Find any original agreement or letter that mentions interest or fees.
- Write to us asking for the basis of the interest and fees, separated from the original amount.
- State which charges you accept and which you are querying.
- Ask us to hold collection on the disputed charges while they are checked.
- Send it in writing and keep a dated copy.
What evidence helps
The original agreement or any earlier statement showing the expected charges is the most useful evidence, along with the breakdown we provide. Comparing the two side by side makes any difference clear. Our Help Centre explains how charges are usually presented.
Who to contact
Raise the query with us through the contact page. For free help understanding charges, call the National Debt Helpline on 1800 007 007. If the charges cannot be agreed, an external scheme such as AFCA may be able to consider the dispute.
Good to know
- Ask for the basis of interest and fees, separated from the original amount
- You can dispute specific charges while accepting the rest
- Compare the breakdown against your original agreement or statements
- Free advice is available if charges cannot be agreed
FAQ
Can interest keep being added?
Whether further interest applies depends on the original agreement and the circumstances. Ask for the basis of any interest in writing, and seek free advice if you are unsure.
What if a fee looks unfair?
Ask for the reason the fee was charged. If it still looks wrong after you see the basis, raise it as a specific dispute and ask for that charge to be held.
Can I dispute only the charges?
Yes. Make clear you accept the original amount, if you do, and are only querying the interest or fees, and ask for the figures behind them.
Still stuck? Our team is happy to help you sort it out.