Putting a dispute in writing

What's happening

You can dispute a debt by phone, but putting it in writing is usually better. A written dispute creates a clear record of what you said and when, removes any "he said, she said", and is generally taken more seriously by creditors and collectors. It also forms the paper trail you'll need if you later escalate. This is general information, not legal advice.

Your first steps

• Decide exactly what you're disputing — the whole debt, the amount, or specific charges.
• Gather the key facts — account number, dates and amounts.
• Choose your channel — email or letter; email gives you an automatic copy.
• Keep it short and factual rather than emotional.

Step by step

1. Identify the account at the top — reference number, original creditor and your details.
2. State that you dispute the debt and explain briefly why.
3. Ask for what you want — proof of the debt, a corrected balance, or that collection be paused.
4. Attach copies of any supporting evidence (never originals).
5. Keep a copy and note the date you sent it.

What evidence helps

Reference any documents that support your dispute — statements, receipts, the original contract — and attach copies. If you've spoken to the creditor before, mention the date and what was said. Keeping your letter factual and dated means it can be used later in a complaint or at a free external dispute resolution scheme. The Merion help centre has more on writing clear letters.

Where to get free help

A financial counsellor can help you word a dispute — call the National Debt Helpline on 1800 007 007 (free). Free legal help from a community legal centre can review a letter before you send it. If the written dispute doesn't resolve things, you can escalate to a free external dispute resolution scheme such as AFCA.