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Disputed transactions and Chargebacks

I bought something but it is faulty, damaged or not as described

Before we can assist you, you’ll need to contact the retailer to try and resolve the dispute. If something you bought was delivered damaged, you must report this to the retailer immediately.

If you can’t resolve the dispute with the retailer, we may be able to help.
You can download and complete the faulty or damaged 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 make sure that 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)

We’ll ask you to provide a description of the goods and details of what is wrong. In some cases, we will ask you to provide evidence from an independent expert confirming the problem.
You will also need to attempt to return the goods to the merchant and we may ask you to provide proof of this.

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 advise of the payment as the retailer refunded to the old deactivated credit card account.

Hi @AK15DAD, thanks for getting in touch. If you've received a refund to a closed credit card account, please give us a call on 0345 300 4278 (available 24/7) and we'll be able to get this refunded to your current account for you!