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Disputed transactions and Chargebacks

How do I query a transaction?

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

If you don’t recognise something on your statement, or you have a problem with a retailer that you can’t sort out directly with them, then you can contact us to query, or dispute, a transaction.

You can query a transaction for a number of reasons, including if:

The process we use is called Chargeback. A Chargeback, or transaction dispute, is a process which allows you to ask for a refund when you have a problem with goods or services you’ve purchased with a credit or debit card.

If you successfully request a Chargeback, the transaction is reversed. This means we charge the merchant the disputed amount so we can return it to your account.

You can request a Chargeback on any transaction. However, you’ll normally need to request a Chargeback within 120 days from the date of the transaction you want to dispute. If you bought goods or services that are due to take place more than 120 days after the transaction date, like a holiday or a concert, this can be extended to up to 540 days after the transaction date.

If your dispute relates to an incorrect transaction amount or a duplicate transaction, you need to request a Chargeback within 90 days of the transaction date.

Depending on the reason that you need to dispute a transaction, we might need you to try to resolve the dispute with the retailer first. With all disputes, the retailer has a period of time to challenge your claim. If they have a valid reason to challenge the Chargeback we may have to re-debit your account.


I'm really sorry about that, however we are limited in what we can discuss and will need to ask you to call regarding this. Could you try calling on 0345 366 6472 (Mon - Fri: 8am - 6pm Sat: 8am - 2pm) and let me know if you manage to get through please? - Ainsley


Ive now second time held on for 35 minutes with mo answer and hung. To be honest NO bank i have dealt with has done this. I regret i switched to tesco. WHO is going to deal with MY issue can i know. I have screen shots of these  calls sbd time spent. 


I'm really sorry to hear that you've not been able to reach us. The team you're looking to speak with are closed at the moment, I'm afraid. However, if you try giving them a quick call in the morning, you'll hopefully be able to get through to them much quicker. I'm sorry that I can't look into this here for you. Let us know how you get on - Brogan



How can I go about arranging a chargeback from a travel company please? Could you send me forms or an email address please?


Kind regards,



I would like you to look into a charge on my credit card for £49.99 to "Childcare".

Thank you. 

Please let me know where the form is to complete to dispute a transaction on my credit card account.

Phoneline says to check on here but i cannot find any links.

Hi @Dunstan45, you can find information about the steps to take here:


Once you follow the link you'll be able to submit an online form and one of my colleagues in the Disputes team will review your claim. Please be aware that the team are very busy at the moment so it may take longer than usual for them to get back in touch. We appreciate your patience at this busy time. Hope this helps. 

Can someone tell me where the claim form is for a chargeback please?

If you select the link provided above then 'View full Article' you'll be able to find the claims form. I hope this helps - Keigan

Hi, Paid £150 deposit in January for a holiday with TUI with balance due to be paid 16th April but due to the FCO statement advising indefinitely against all foreign non essential travel I cancelled after this statement for this reason but TUI are refusing to refund the deposit.


Can I claim this money back under section 75 chargeback?