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

    If your dispute is about a holiday or trip, then please visit our travel pages.

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

    If this time has passed, we may be able to reimburse you with a chargeback.
    Please visit our chargeback pages to make a claim online.
    Comments 21 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.
    1. teesea54's Avatar
      teesea54 -
      Hi, I sent a dispute claim form in on 7th December 2020 for goods not received and have not had any response or update on progress. I believe I have supplied all the information required to support my claim. Can you please let me know the status of the claim?
    1. KellyT's Avatar
      KellyT -
      Hi @teesea54, sorry to hear about that. Can you please send us over a private message to @Tesco-Bank ? I'll then be able to take a closer look.
    1. abhi3131's Avatar
      abhi3131 -
      Raised a dispute in August 20 against WICKES for a purchase of faulty patio door. No response received from TESCO so far!!! Disappointing!!!
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