• I've purchased goods or services but not received them, can I claim my money back?

    If your dispute is relating to travel then please visit our travel pages here.

    If you weren’t given a specified delivery date, please allow enough time for it to be delivered before getting in touch. If you ordered something on a Mastercard card, please allow 30 days; if you have a VISA card, it’s 15 days.

    If this date has passed, you can request a Chargeback, please download and complete the goods not received form and email it to us at disputes@tescobank.com. We recommend using a laptop or PC to do this. If you are using your mobile, you will need to save the form to your files before completing the fields and emailing it.

    When completing the form, please make sure you have the following information available:
    • Your credit card number or your sort code and account number
    • The date and merchant name on the transaction you want to dispute (you can find this on Online Banking, the Mobile App or your paper statement)
    • A description of the goods or services you purchased
    • The date that you were meant to receive the goods or service (if one was given to you)


    We'll process your request and contact you when complete, or if we need further information. Due to extraordinary demand in our contact centres, it may take longer than usual to process your request.
    Comments 17 Comments
    1. Geordielad64's Avatar
      Geordielad64 -
      I sent a dispute claim form on 14/08/20 now 9 weeks and still waiting a response. Has anyone else waited this long for an aknowledgemant from Tesco bank??
    1. Ethanj04's Avatar
      Ethanj04 -
      Hi, put a claim in at end of Aug, not heard till now when Tesco say it’s rejected due to lack of info and I have to submit again, anyone had this?
      thanks
    1. RossM's Avatar
      RossM -
      Hi @Ethanj04, I'm sorry to hear that. We would always recommend that as much information is provided so we can progress any dispute. If you have any questions about what to provide then please send us a private message to tesco-bank
    1. CatherineB's Avatar
      CatherineB -
      I need to enter a claim for not receiving item - i've clicked on the link for the form and it just comes back with "unable to find page". Can anyone advise please?
    1. KellyT's Avatar
      KellyT -
      Hi @CatherineB, sorry to hear about that. Can you please try to access the link on a different device or using a different browser? Please let me know how you get on.
    1. CatherineB's Avatar
      CatherineB -
      Hi, I've tried different browsers and devices and still saying page not found.

      Quote Originally Posted by KellyT View Post
      Hi @CatherineB, sorry to hear about that. Can you please try to access the link on a different device or using a different browser? Please let me know how you get on.
    1. Webby68's Avatar
      Webby68 -
      I'm also unable to access the form - can you attach it to a reply or send it to my account ?

      ​​​​​​​Thanks

      - - - Updated - - -

      Hi - Link does not work on multiple devices \ browsers - page not found - can you attach a copy to a reply or advise where to download it ?
    1. CherylV's Avatar
      CherylV -
      Hey @Webby68 , I’m very sorry to hear this. Can you please try the link below and let me know if you can download the form to edit it? This should hopefully resolve the issue you’re experiencing. I'm afraid we can't attach the form here, as we're more limited due to the community system. This should hopefully allow you to access the form. Let me know how you get on 😃

      https://www.tescobank.com/assets/disputes-didnt-receive-goods-form/disputes-didnt-receive-goods-form.pdf
    1. Webby68's Avatar
      Webby68 -
      Quote Originally Posted by CherylV View Post
      Hey @Webby68, I’m very sorry to hear this. Can you please try the link below and let me know if you can download the form to edit it? This should hopefully resolve the issue you’re experiencing. I'm afraid we can't attach the form here, as we're more limited due to the community system. This should hopefully allow you to access the form. Let me know how you get on 

      https://www.tescobank.com/assets/disputes-didnt-receive-goods-form/disputes-didnt-receive-goods-form.pdf


      ​​​​​​​Perfect ! Thanks !
    1. Peter63's Avatar
      Peter63 -
      I submitted goods not received from on the 27th July 2020.
      I resubmitted form in October and have still heard nothing.
      Could you please update me on what is happening with my case
    1. RossM's Avatar
      RossM -
      Hi @Peter63, can you send a message to the Tesco-Bank profile and we can check the status of the dispute? - Ross
    1. ccarraz's Avatar
      ccarraz -
      I made a purchase for a car part from a website that turned out to be fraudulent back in June. The site disappeared the next day and I never received the part. I filled out a claim form on the 15/7/20 and updated it on the 12/08/20 but have not heard anything from Tesco since despite chasing it up a number of times. Disappointed with the customer service
    1. RossM's Avatar
      RossM -
      Hi @ccarraz , I'm sorry to hear that. Can you follow the above instruction and send a message to the tesco-bank profile so we can look into this?
    1. Turrington's Avatar
      Turrington -
      Hi, I put in a claim on the 9th November and chased on 30th December 2020 only to be emailed today saying "We’ve reviewed the details and, unfortunately, we don’t have all the information required to refund you" and directs me to the form to fill in.
      I supplied all the information, completed the form and sent backing documents to support the claim so why after 8 weeks am I being told this?
      Please can you explain how I message the Tesco-bank profile, as detailed above. Thanks
    1. TrinhO's Avatar
      TrinhO -
      Hi @Turrington , I'm sorry to hear this. To send us a private message, please click on Messages > Send New Message and then enter Tesco-Bank in to the Recipient Users field. Our team will; reply to you there as soon as we can.
    1. JENNIEDAVIDE's Avatar
      JENNIEDAVIDE -
      Hi there, I sent in a dispute claim form in September 2020, and still no response and no idea how to chase up... surely they can't be taking this long??
    1. ChristopherP's Avatar
      ChristopherP -
      Hey @JENNIEDAVIDE, I've replied to your private message regarding this.
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