When you raise a genuine dispute — telling us the debt is not owed, the amount is wrong, or you do not recognise it — recovery activity on the account is generally paused while the matter is looked into.
We review the dispute with the original creditor, examining the account history and any documents you and they have provided. The clearer and more specific your dispute, with dates, amounts and supporting documents, the faster this review can be completed.
We then respond to you in writing with what we have found. If the dispute is upheld, the account is corrected or closed. If the records show the debt stands, we will explain why, so you can decide how you would like to proceed from there.
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