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)
- Your destination and flight or accommodation dates
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.
Please download and complete our didn’t receive goods form and email it to us at firstname.lastname@example.org.
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.