Help Centre

Disputes & complaints

How to question an amount, request verification, or raise a concern.

What happens after I lodge a dispute?

Once a genuine dispute is raised, recovery generally pauses while we review the matter with the creditor.

Yes. You can ask us to verify a debt, and we will obtain supporting information from the original creditor.

If you’re unhappy with how we’ve handled an account, our complaints process is simple and free to use.

If our response doesn’t resolve things, you can escalate to an external body — here’s where to go.

If you believe a debt isn’t owed or the amount is wrong, you can dispute it — and ask for it to be verified.

We take complaints seriously. Here’s how to raise one, and how to escalate it if you’re not satisfied.