Care home & retirement enquiry dispute process
Last updated: November 12, 2025
Overview
At Lottie, we're committed to providing you with high-quality, qualified enquiries. However, we understand that occasionally some referrals may not meet your requirements. We've streamlined our dispute process to make it simple and automatic, all you need to do is keep your enquiry statuses up to date in Found, and we'll handle the rest.
How to dispute an enquiry
Disputing an enquiry is straightforward:
Log in to Found
Navigate to the enquiry you wish to dispute
Click the three-dot button in the top right corner "Close enquiry"
Select the appropriate 'Closed (lost)' reason from the qualifying categories below
That's it! Once you've selected a qualifying dispute reason, the enquiry will be automatically waived - no additional action required on your part.
Qualifying dispute reasons
Your enquiry will be automatically disputed and waived if closed for any of the following reasons:
Changes in circumstances
Prospective service user is deceased
Requirements not met
We are not in a suitable location
Enquiry unrelated to care
Entertainment
Job seeker
Journalist
Selling something (e.g., beds)
Service provider (e.g., hair, nails, feet)
Not ready to progress conversations
Mystery Shopper
Test/human error/spam
Enquiry created due to human error
Spam enquiry
Test enquiry
Duplicate enquiry
Duplicate (if the enquiry was already known to you outside of Lottie)
Please note: All duplicate enquiries are automatically removed within the same month.
Important reminders
Avoid selecting 'Other': If you choose 'Other' as your closed reason, your dispute will NOT be processed automatically. Always select the most appropriate reason from the qualifying categories above.
Non-qualifying reasons are chargeable: Only enquiries closed with the reasons listed above will be automatically waived. All other closed reasons will remain chargeable.
We're improving transparency: We're currently working on enhancing visibility throughout this process to make it even easier for you to track and manage your disputes.
Frequently asked questions
Q: Where do I dispute enquiries now? A: All enquiry disputes are now managed through Found (previously known as Partner Portal). Simply log in and update your enquiry status with the appropriate 'Closed (Lost)' reason.
Q: What happens if I select 'Other' as my closed reason? A: Unfortunately, disputes closed with 'Other' as the reason will NOT be processed. To ensure your dispute is handled automatically, please always select the most relevant qualifying reason from our provided list.
Q: Are duplicate enquiries automatically removed? A: Yes, all duplicate enquiries are automatically removed within the same month, provided you've marked them as 'Duplicate' in your closed reasons.
Q: How quickly will my dispute be processed? A: Disputes are processed automatically as soon as you select a qualifying closed reason. There's no need to contact us separately or wait for manual review.
Q: What if my enquiry doesn't fit any of the qualifying dispute categories? A: If your enquiry doesn't match any of the listed qualifying reasons, it will remain chargeable. However, if you believe there's been an error, please reach out to our support team for assistance.
Q: Will I be charged for enquiries closed under qualifying dispute reasons? A: No, enquiries closed with any of the qualifying dispute reasons listed in this article will be automatically waived and you will not be charged.
Q: Can I dispute an enquiry after I've already closed it? A: You can update the closed reason for an enquiry, but it's best practice to select the correct reason when you first close it to ensure immediate processing of your dispute.
Q: How can I track which of my disputes have been processed? A: We're currently working on improving visibility for the dispute process. In the meantime, any enquiry closed with a qualifying reason is automatically waived, so you can track this through your closed enquiries in Found.