If you don’t recognise something on your statement, or you have a problem with a retailer that you can’t sort out directly with them, then you can contact us to query, or dispute, a transaction.
You can query a transaction for a number of reasons, including if:
- you think a transaction has been charged to your account without your permission
- you’ve bought something but haven’t received it
- you’ve booked a flight or holiday, but the company have gone bankrupt
- you’ve been signed up to a subscription service without your permission
- you’ve continued to be charged after you cancelled a subscription
- you've received counterfeit goods
- you’ve been charged additional amounts by a car rental company, hotel or cruise ship without your permission
- you’ve bought something but it’s arrived faulty, damaged or not as described
- you haven’t received a refund that you’re properly due
- you’ve been charged twice for one purchase
- you’ve been charged the wrong amount for something
The process we use is called Chargeback. A Chargeback, or transaction dispute, is a process which allows you to ask for a refund when you have a problem with goods or services you’ve purchased with a credit or debit card.
If you successfully request a Chargeback, the transaction is reversed. This means we charge the merchant the disputed amount so we can return it to your account.
You can request a Chargeback on any transaction. However, you’ll normally need to request a Chargeback within 120 days from the date of the transaction you want to dispute. If you bought goods or services that are due to take place more than 120 days after the transaction date, like a holiday or a concert, this can be extended to up to 540 days after the transaction date.
If your dispute relates to an incorrect transaction amount or a duplicate transaction, you need to request a Chargeback within 90 days of the transaction date.
Depending on the reason that you need to dispute a transaction, we might need you to try to resolve the dispute with the retailer first. With all disputes, the retailer has a period of time to challenge your claim. If they have a valid reason to challenge the Chargeback we may have to re-debit your account.