How Are Disputes Resolved?
If you dispute a debt, a responsible firm pauses recovery on the disputed amount, checks the facts, and resolves the matter fairly.
In this answer
- Explain what disputing a debt means
- Describe how a fair dispute process works
- Set expectations about pausing recovery
- Show how Merion handles disputes
- Signpost escalation and free help
5 min
What a dispute is
Disputing a debt means telling the firm you believe something is wrong — perhaps the amount is incorrect, the debt is not yours, or it has already been paid. You are entitled to raise this, and it should be taken seriously.
A dispute is not a refusal to pay; it is a request to get the facts right before any payment is expected.
How it should be handled
When a genuine dispute is raised, good practice is to pause recovery on the disputed amount while it is investigated. The firm should check its records, ask the creditor where needed, and explain what it finds clearly.
If the dispute is upheld, the account is corrected. If it is not, the customer should receive a clear explanation and the information they need to understand the outcome.
Keeping it fair
Throughout, communication should be factual and respectful. Customers should be able to provide evidence, and the firm should consider it properly rather than pressing for payment regardless.
Merion handles disputes this way as a matter of course. We are professional and compliant, and getting the facts right matters more to us than pushing a number that may be wrong.
If you remain unhappy
If you are not satisfied with how a dispute is resolved, you can escalate — to an external dispute resolution scheme or a relevant regulator. Free, independent advice is available on 1800 007 007.
Read more in our guides to external dispute resolution and our help centre.
This page is general information only and is not legal advice.
Key takeaways
- Disputing a debt means asking for the facts to be checked first
- Recovery on the disputed amount should pause while it is investigated
- Upheld disputes lead to a corrected account; others get a clear explanation
- Merion treats getting the facts right as the priority
- You can escalate and seek free advice on 1800 007 007
Frequently asked questions
Does recovery stop while I dispute a debt?
Good practice is to pause recovery on the disputed amount while the matter is investigated and the facts are checked.
What if my dispute is not upheld?
You should receive a clear explanation and the information you need to understand the outcome, and you can still escalate if unhappy.
Can I provide evidence?
Yes. You can provide evidence, and it should be considered properly rather than dismissed.
Fair, professional, compliant — always
Merion handles every account on the facts, with respect, and within the rules. Questions? We're happy to help.