To request a refund, please download and complete the refunds not received form and email it to us at email@example.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)
If you’ve returned goods for a refund, we will ask you to provide:
- Proof of the return, such as tracking details
- Evidence that you returned the goods in line with the retailer’s returns policy or instructions.
If you’ve cancelled a purchase and not received a refund, we’ll ask you to provide proof of the cancellation.
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.