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If your flight or holiday has been cancelled due to Covid-19

If the Merchant is offering a refund, we would first ask you to allow them an opportunity to refund your credit card before getting in touch.

If they are not offering a refund, or you have been referred to your card issuer to make a claim, we may be able to reimburse you. Please download and complete our didn’t receive goods form and email it to us at

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)
  • 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.


On 15th June my partner and I submitted 2 dispute forms for a cancelled holiday.

My partner paid the deposit on her credit card on 03/01/20 and I paid the balance on my credit card on 02/02/20.

On 5th July, Tesco contacted us to advise that the money be credited back onto our credit cards.  

We were told that my partner's payment would be credited within a few days but that mine would take a little longer (up to 2 weeks) as it is a larger amount and needs approval by a manager.  

We've received my partner's refund but I still haven't received mine even though nearly 4 weeks have now passed.

I've tried phoning the contact centre but they don't have access to the Dispute Team's records so they are unable to tell us what is going on.

Please can someone let me know when my charge back will be paid back onto my credit card?

Hi @COYS, ah I'm sorry to hear this, please send us a private message to @Tesco-Bank and I will check this for you.


I'm desperately trying to get an update on a claim I submitted on the 2nd June, I sent additional information through on the 19th June, but heard nothing since. I haven't heard whether my claim has been allocated yet, can I get an update please so at least I know its actually being looked at.


Hi @ackers100, sorry to hear this, please send a message to @Tesco-Bank for me to check this for you.

Hello team,

please can you confirm that you have reiceived the documentation that you said was missing from my claim.

i tried to send a private message but was unable to.



Hi @Reggie15, have you tried to send the message to @Tesco-Bank? Are you getting an error message?

Hi AmandaB

I sent the docs to Information Removed

I tried replying to the private message I was sent by yourself but a message came up saying none of the users have PM enabled your message will not be sent.




Pllease try sending us a message to @Tesco-Bank, rather than replying to a previous conversation. Please let me know if you are facing any other issue when your doing this.

We had a flight booked to the USA with Norwegian (which we have had refunded), and back with Kiwi (via Virgin Air), who have not refunded us. I have filled in a dispute form with Tescobank, but would like to know its status. Whom should I contact?

Hi @spufidoo, sorry to hear about that! Can you please send us over a private message to Tesco-Bank?